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Hello everybody,

I have the following problem: I made two deposits of 50 euros each on February 17th, 2021 without a bonus game. On February 18th, 2021 I played Majestic Megaway because you can buy free games. I had a stake of 0.40 cents and bought free games for 30 euros which would be deducted directly from my credit. I then won over 1500 euros in the Megaway and tried to pay off. 1 day later after multiple requests to the support why I still had no processing then came later an email was rejected. My account is verified. Ok later I got an email saying I had blown the bonus. I wrote to support how can that be if I hadn't even played with a bonus. They show me the terms and conditions yes great read so far nice for which I played without a bonus. About 1 hour later the next shock had deactivated my account. I wrote to support again. They would have lowered my account from over 2000 euros to 512 euros. You apologize for the inconvenience. I thought they were kidding me now, I played with 0.40 cents not with 5 euros. My account is open again, but the money is gone. They reset everything. Account still make a scrennshot of the rejected payment. And so that you know which games I bought, I've now also taken a screenshot. I really hope you can help me

Hallo zusammen,

Ich habe folgendes Problem ich habe am 17.02.2021 zwei Einzahlung getätigt von je 50 Euro ohne einen Bonus spiele am 18.02.2021 spielte ich Majestic Megaway da kann man Frei spiele kaufen. DaIch hatte den Einsatz 0.40Cent und kauft mir Frei spiele für 30 Euro die würden meinem Guthaben direkt abgezogen. Ich Gewann dann im Megaway über 1500 Euro habe es mir probiert auszuzahlen. 1 Tag später nach mehrfachen Anfragen beim Support warum ich noch keine Bearbeitung hatte kam dann später Ei e Mail würde abgelehnt. Mein Konto ist verifiziert. Ok später bekam ich ein e Mail ich hätte denn Bonus gesprengt. Ich Support angeschrieben wie kann das sein wenn ich nicht einmal mit einem Bonus gespielt hatte. Die zeigen mir die AGB Ja toll soweit gelesen schön für die ich habe aber trotzdem ohne Bonus gespielt. Ca 1 Std später der nächste Schock die hatten mein Konto deaktiviert. Ich wieder Support angeschrieben. Die hätten mein Konto von sagehaft über 2000 Euro runtergesetzt auf 512 Euro. Sie entschuldigen für die unangehnmlichkeit. Ich mir gedacht wollen die mich jetzt verarschen ich habe mit 0.40 Cent gespielt nicht mit 5 Euro. Zwar ist mein Konto wieder auf aber das Geld ist futsch. Die haben alles zurückgesetzt. Konto aber noch ein scrennshot von der abgelehnten Auszahlung machen. Und damit sie wissen welche spiele ich gekauft hatte habe ich jetzt auch mal einen Screenshot getätigt. Ich hoffe sehr sie können mir helfen

Hello Sa-br-ina21,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. Before we move forward with this complaint, would you be so kind forward all the relevant communication between you and the casino to kristina.s@casino.guru? We need to gather as much information as possible about your case.

Also, could you please provide more information about your bonus buys? What exactly did you purchase?

Thank you in advance for your reply.

Best regards,

Kristina

Thank you very much Sa-br-ina21 for your email. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Additionally, I would like to ask you to reply to your submitted complaint inside the existing thread and not by sending emails, unless you’d like to forward any relevant communication. Replying inside the thread is the easiest way for us to link all the relevant information to the correct issue and to collect important details and data in one place. Your cooperation in this matter is highly appreciated. 

Hi Sabrina,

I looked at your case and emails and understand the situation. I will contact the casino and see if I can help. I would like to invite N1 Casino to the conversation to participate in the resolution of this complaint.

Hello Peter, I would love to have that solved.

LG sabrina

Hallo Peter , sehr gerne ich will das gelöst haben.

LG sabrina

Dear Sabrina,

We have investigated your case and found out that you have exceeded the maximum bet while playing with the bonus Premier League: Place 9 February 17, 2021 20:49. Due to that, we had to correct your balance to 512.79 EUR, the amount of the balance before playing with the bonus.

The maximum bet while wagering bonus is 5 EUR/USD, 50 NOK, 7.5 CAD, 400 RUB or 20 PLN. Please note the max. bet limit (5 EUR) includes bets doubling after a game round has been completed and bonus rounds (purchased within the game).

https://www.n1casino.com/terms-and-conditions

We would like to present evidence from the player's gameplay to Casino Guru Team that show the maximum bet breach with using bonus funds.

We look forward to hearing from you.

Kind regards,

N1 Casino

Hello N1 I understand this but not I pay in 2x 50 euros. Buy me free spins for 30 euros in the game. I can't skip anything. Then they are not allowed to offer it in the game either. Every casino pays it out. I had played with real money how can you overdraw ???? I added a screenshot. Please explain that to me.

Hallo N1 ich verstehe dieses aber nicht ich zahle 2x 50 Euro ein. Kaufe mir im Spiel Freispiele für 30 Euro. Da kann ich nichts überspringen. Dann dürfen sie es auch im Spiel nicht anbieten. Jedes Casino zahlt es aus. Ich hatte mit Echtgeld gespielt wie kann man da überziehen???? Habe ein screenshot bei gefügt. Das sollten Sie mir bitte erklären.

Hi all,

Thank you both for your replies.

Dear N1 Casino team,

Please send all relevant evidence to my email address: peter.m@casino.guru.

Hello Peter wanted to ask me what came out now?

Hallo Peter wollte mich mal erkundigen was jetzt raus kam?

Good morning Peter do you have any feedback for me? Greetings Sabrina

Guten Morgen Peter hast du schon ein Feedback für mich ? Liebe Grüße Sabrina

Hi Sabrina,

Sorry for the late reply. I looked at your game history and it suggests that you did play with a bonus (Premier League) and you made two bets of €20 and €40 in the Legend of Cleopatra game. In both cases, you won some money. If part of your winnings was deducted because of this, it is actually common practice.

Hello Peter, thanks for your answer, but I still don't think I had implemented it. You play with your credit and then continue with the bonus. And you saw I was set back to 512 euros. Even if the bonus should have been in use, something that you do not understand then you have to implement it 40 or 45 times that is then done.

best regards

Sabrina

Hallo Peter, danke für deine Antwort aber es geht mir dann trotzdem nicht in den sinn ich hatte die doch umgesetzt gehabt. Es spielt man ja mit seinem Guthaben und dann mit mit dem Bonus weiter. Und sie haben ja gesehen ich wurde zurück zu 512 euro gesetzt. Auch wenn der Bonus im Einsatz gewesen sein sollte was nicht verstehen dann muss man ihn 40 oder 45x umsetzten das ist doch dann getan damit.

Liebe Grüße

Sabrina

Hi Sabrina,

I'm afraid I can't help you with this one. The balance went back to €512.79 because of the two bets. I can only recommend you to be more careful a read the bonus terms properly before you start playing. If you are not sure, you can always ask support for help.

Best regards

Peter