N1 Casino - A retirada do jogador foi negada.

Hello, I'm from Germany. I requested a withdrawal from Casino N1. Unfortunately, it was rejected with the explanation "I exceeded the maximum bet." But I didn't, I'm 100% sure, because I never play with more than €1. This is a scam. Can you please help me?

Best regards

Maria *****

Hallo, ich komme aus Deutschland. Ich habe beim Casino N1 eine Auszahlung beantragt. Leider wurde diese abgelehnt mir der Begründung " ich hätte den Maximaleinsatz überschrieten. Das habe ich aber nicht , ich bin mir 100% sicher, da ich eigentlich nie höher als 1€ spiele. Das ist Betrug. Können Sie mir bitte helfen?

Mit freundlichen Grüßen

Maria *****

Dear Maria111,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience.

Maximum bet while wagering: 5 EUR/USD (50 NOK, 7.5 CAD/NZD). The max. bet limit includes bets doubling after a game round has been completed and bonus rounds (purchased within the game).

Our position is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets:

The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, if you feel like you have been accused mistakenly, feel free to forward me your game history, together with a link to the specific bonus that you redeemed and played. My email address is tomas@casino.guru

If there is any other relevant communication between you and the casino, please send it as well.

Thank you in advance for your reply.

Best regards,

Tomas

Thank you for your help. There are games where you can buy free spins.

I remembered that I bought free spins. Is that also not allowed? I never read that I am not allowed to buy free spins. I cannot buy free spins in other casinos. That is not possible because I cannot activate the free spins. But it was possible in this casino. Is that the reason why my withdrawal was declined? I never read anywhere that it is not allowed. I was allowed to buy free spins. But I did not play for more than €5. I know that 100%.

Danke das Sie mir helfen möchten. Es gibt Spiele bei denen man Freispiele kaufen kann.

Mir ist eingefallen das ich Freispiele gekauft habe. Ist das denn auch nicht erlaubt? Ich habe nie gelesen das ich Freispiele nicht kaufen darf. In anderen Casinos kann ich keine Freispiele kaufen.Das ist nicht möglich. da ich das Freispiel nicht aktivieren kann. In diesem Casino ist es aber möglich gewesen. Ist das der Grund warum meine Auszahlung abgelehnt wurde. Ich habe nirgends gelesen das es nicht erlaubt ist. Mir wurde das Kaufen von Freispielen ja erlaubt. Aber höher als 5€ habe ich nicht gespielt. Das weiß ich 100% .

The casino and I found a satisfactory solution.

The casino was very accommodating. I'm very satisfied with the solution. I got my money even though I violated the bonus terms and conditions by buying free spins. That's also not allowed, but I didn't know it.

Das Casino und ich habe eine zufriedene Lösung gefunden.

Das Casino ist mir sehr entgegengekommen. Ich bin sehr zufrieden mit der Lösung. Ich habe mein Geld bekommen obwohl ich gegen die Bonusbedingungen verstoßen habe weil ich mir Freispiele gekauft habe, Das ist auch nicht erlaubt aber ich habe es nicht gewusst.

Dear Maria111,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Tomas

Casino.Guru