N1 Casino - 誤クリックによりプレイヤーの引き出しが没収されました。

Hello everyone,

I have the following issue with the casino mentioned above. (N1Casino)

On 25th December 2024, I received a bonus code via email, which I redeemed.

This provided me with a deposit bonus of 150 € for a deposit of 30€.

Naturally, such a bonus code is unique and very rare, and I eagerly began to wager it.

The wager was 40x 150€, meaning 6000€.

I was initially quite lucky and repeatedly had a balance of 500-600 €, continuing to play until I reached about 5400 out of 6000 in my wager.

At this point, my balance (with bonus money) was approximately 1300-1400€, as far as I remember.

Now we come to a matter that is very troubling to me.

I intended to spin through the last amount on 1€ in Fire in the Hole on Fast Spins. I accidentally clicked on a Fast Spin Bonus, causing a purchase of 500 €, which was then spun through in Fast Spins. The return was roughly 430-440 €.

I would NEVER have expected or considered it possible that in such a reputable casino this was possible and that one is not automatically thrown out of the slot, with the reasoning that one exceeds the maximum bet.

I find it extremely odd that a reputable casino does not have such a defense mechanism, and I wonder why this was possible and I was not ejected from the slot.

That would have brought the issue to my immediate attention, and as stated above, I did this accidentally.

I would like to know why every other group, be it Dama NV or Hollycorn NV etc., etc., has it.

There, you are automatically thrown out of the slot if you accidentally violate the bonus.

I am quite sure this is usually the rule, so people do not fall into such "traps".

Of course, I know I made a mistake and that it is clear I violated the max bet, but I find it sad that this was even possible.

Because of this one "misclick," my entire cashout, which was 1300 € at the end, was canceled, and my deposit amount of 30€ was credited.

Why couldn't a compromise be found here and just deduct the 500€ for my "misclick"?

It would be great if we could find a mutual solution in this case, as I personally find it extremely unfair for my entire deposit to be canceled due to a "misclick" that was truly accidental.

I would be very grateful for your support in this matter.

Best regards,

Hallo zusammen,

ich habe folgendes Problem mit dem oben aufgeführtem Casino. (N1Casino)

Ich hatte am 25.12.2024 einen Bonuscode per E-Mail erhalten, welchen ich auch eingelöst hatte.

Dieser hatte mir einen Einzahlungsbonus in der Höhe von 150 € gegeben, bei einer Einzahlung von 30€.

Natürlich ist ein solcher Bonuscode einmalig und sehr selten und ich habe mich mit Freuden an das wagern gemacht.

Der Wager betrug 40x 150€, sprich 6000€.

Ich hatte anfangs recht viel Glück und kam so immer wieder auf ein Guthaben von 500-600 € und hatte so weiter gespielt bis ich bei meinem Wager von ca. 5400 von 6000 ankam.

Meine Guthaben (mit Bonusmoney betrug zu diesem Zeitpunkt ungefähr 1300-1400€, soweit ich es richtig im Kopf habe.

Jetzt kommen wir zu einer Sache, die mir sehr ins Gemüt schlägt.

Ich wollte die letzte Kohle auf 1€ in Fire in the Hole auf Fast Spins durchspinnen. Ich bin versehentlich auf ein Fast Spin Bonus gekommen und hab somit einen Buy getätigt, welcher 500 € betrug und dieser dann in Fast Spins durchgehauen wurde. Der Return war ungefähr 430-440 €.

Ich hätte NIEMALS erwartet und es für möglich gehalten, dass bei einem so renommiertem Casino das Möglich sei und man nicht automatisch aus dem Slot geworfen mit, mit der Begründung, dass man über den Maximalen Bet kommt.

Ich finde es als äußerst merkwürdig, dass ein solches renommiertes Casino nicht ein solchen Schutzmechanismus beinhaltet und frage mich warum dies möglich war und ich nicht aus dem Slot geschmissen wurde.

Das hätte mich auf die Sache direkt aufmerksam gemacht und ich habe es wie oben geschrieben versehentlich getätigt.

Ich würde gerne wissen, warum jede andere Gruppe, sei es Dama NV oder Hollycorn NV etc etc... es hat.

Dort wird man automatisch aus dem Slot geworfen sollte man versehentlich gegen den Bonus verstoßen.

Ich bin mir ziemlich sicher, dass dies auch eigentlich die Regel ist, damit man eben nicht in solche "Fallen" tappt.

Natürlich weiß ich dass ich einen Fehler begangen habe und es ist klar, dass man gegen den Maxbet verstoßen hat, aber ich finde es traurig dass dies überhaupt möglich gewesen ist.

Aufgrund diesen einen "Missclick" hat man mir meinen ganzen Cashout, welcher am Ende 1300 € betrug storniert und mir die Einzahlungssumme von 30€ gutgeschrieben.

Wieso konnte man hier kein Kompromiss finden und mir einfach meinen "Missclick", quasi die 500€ einbehalten?.

Es wäre schön wenn wir in diesem Fall doch eine gemeinsame Lösung finden könnten, da ich es persönlich als äußerst ungerecht finde aufgrund eines "Missclicks", welcher wirklich nicht mit Absicht war die ganze Einzahlung zu stornieren.

Ich bin Ihnen sehr dankbar mich in diesem Fall zu unterstützen.

Mit freundlichen Grüßen

Dear littlebiggie95,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. According to the bonus rules:

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 proving you only made a single accidental bet above the limit. My email address is tomas@casino.guru You should be able to request the gaming history in a file for the period the bonus was active from casino support.

Thank you in advance for your reply.

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Good evening Tomas,

I have tried to ask the casino several times about the game history so that they can pass it on to you. I keep getting an automatic response in the live chat that there is a high volume of inquiries at the moment and that I should contact your email address. I have just done that. I am afraid that I will not receive an answer here either. I will get in touch if anything changes and would ask you to support me here if you do not get in touch.

Thank you

Best regards

Guten Abend Tomas,

ich habe probiert, das Casino mehrfach nach dem Spielverlauf zu fragen um diesen Ihnen weiterzuleiten. Ich erhalte immer wieder eine automatische Antwort im Livechat dass ein hohes Aufkommen an Anfragen im Moment besteht und ich mich an ihre E-Mail-Adresse wenden soll. Das habe ich eben getan. Ich befürchte, dass ich hier ebenfalls keine Antwort erhalten werde. Ich melde mich, sollte sich etwas ändern und würde sie bitten, falls sie sich nicht melden, mich hier zu unterstützen.

Vielen Dank

Mit freundlichen Grüßen

Were you successful in obtaining the relevant game history?

Could you please share with me your recent attempts to obtain it as evidence of your claims? Send the information to my email at tomas@casino.guru

I apologize for the inconvenience.

Hello Tomas,

I saw that the casino responded to my request (on January 5th) and asked for my personal information in order to provide me with the complete game history.

I missed that a bit, and I apologize for that.

I have now done this and am waiting for your reply. If I receive it and the game progress is available, I will send it to you directly.

Thank you!

Best regards

Guten Tag Tomas,

ich habe gesehen, dass das Casino mir auf meine Anfrage reagiert hat (am 05.01) und nach meinen persönlichen Daten gebeten haben, um mir den vollständigen Spielverlauf auszuhändigen.

Das ist ein wenig unter gegangen bei mir, dafür entschuldige ich mich.

Dies habe ich jetzt erledigt und warte auf ihre Antwort. Sollte ich diese erhalten haben und der Spielverlauf vorhanden sein, werde ich Ihnen diesen direkt zukommen lassen.

Vielen Dank!

Mit freundlichen Grüßen

Good evening Tomas,

I have now received the required game history from N1Casino.

I have sent this to you by email.

Thank you very much for your effort!

Best regards

Guten Abend Tomas,

ich habe nun den erforderlichen Spielverlauf von N1Casino erhalten.

Ich habe Ihnen diesen per E-Mail gesendet.

Vielen Dank für Ihre Mühe!

Mit freundlichen Grüßen

Thank you very much, littlebiggie95, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru)  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello littlebiggie95,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to see If I can help.

We would like to invite N1 Casino to join the conversation.

Dear N1 Casino,

While I acknowledge that each player is accountable for their actions regarding their account. However, in this particular situation, it really looks like this was just an unfortunate, unintentional misclick. Although from a strictly technical point of view the max bet rule while playing with an active bonus was violated, it’s important to note that this did not give the player any unfair advantage, as the cost of the bonus buy was 79 euros more than the profit they earned. Aside from this incident, the player adhered to the rules during their entire gameplay. The current actions that were taken do not appear to be in line with the fair practices we expect from reputable casinos like yours. I kindly ask you to reconsider your decision. If reinstating the bonus game to its state prior to the bonus buy is not feasible, the player expressed their openness to finding a consensus on an agreeable financial settlement. What do you believe would be a suitable consensus?

Hello littlebiggie95 and Michal,

Thank you for bringing this case to our attention and sharing your perspective. We understand the importance of ensuring that all actions align with fair practices and that each situation is evaluated carefully. While players are ultimately responsible for adhering to the rules, we acknowledge that unintended errors can sometimes occur during gameplay.

In this particular instance, the player did violate the max bet rule, and our actions were taken in strict accordance with our terms and conditions. However, we also recognize that the violation did not provide the player with any unfair advantage, as the bonus buy resulted in a net loss. Furthermore, the player adhered to the rules throughout the rest of their gameplay, demonstrating good conduct overall.

Taking these factors into consideration, we are willing to reconsider our decision. As a gesture of goodwill and to reach a fair compromise, we propose returning half of the confiscated amount. This resolution, we believe, balances the need to enforce our terms while taking into account the specific circumstances of this case.

littlebiggie95, please confirm if you agree with this resolution so that we can proceed accordingly. We hope this solution meets your expectations and demonstrates our commitment to fair and responsible decision-making.

Hello N1 Casino,

I thank you very much for your cooperation and would gladly accept the offer.

I would also like to say a big thank you to Tomas and Michal for helping us to accommodate and supporting me in this case.

Thank you!

This case can now be marked as resolved as we have reached an agreement.

Best regards 👍

Guten Tag N1 Casino,

ich bedanke mich sehr für euer entgegenkommen und würde gerne das Angebot annehmen.

Ich möchte ebenfalls ein großes Dankeschön an Tomas und Michal richten, dass Ihr uns zu einem entgegenkommen geholfen habt und mich in diesem Fall unterstützt habt.

Vielen Dank!

Damit kann dieser Fall als gelöst markiert werden, da wir eine Einigung gefunden haben.

Mit freundlichen Grüßen 👍

Dear N1 Casino,  

I truly appreciate your willingness to reconsider the situation. It’s reassuring to see that we could reach a mutual understanding, and I find the proposed offer to be fair. This thoughtful approach rightfully positions you among the top casinos in the industry, which aligns with our expectations for fostering a fair and secure gambling environment.

Dear littlebiggie95,  

I'm glad to hear that you're happy with the casino offer and that we were able to assist in reaching a positive outcome in this case. I trust you recognised the casino team's fair approach. Please let me know once the agreed funds are credited to your account so that I can close this case as resolved.

Dear littlebiggie95,

We’re pleased to hear that the resolution meets your expectations, and we greatly appreciate your understanding and cooperation throughout this process.

We are happy to inform you that the agreed-upon funds have been credited to your account balance. You can now continue to enjoy your gaming experience with us.

Should you have any further questions or need assistance, please don’t hesitate to reach out.

Hello dear Michal,

I just logged in and saw that N1 Casino has already credited the amount to my account!

I have now requested this payment.

Thank you very much for your help!

Also another thank you to you N1 Casino!

Best regards

Hallo lieber Michal,

ich habe mich eben eingeloggt und gesehen, dass das N1 Casino die Summe schon auf meinem Konto gutgeschrieben hat!

Diese habe ich jetzt zur Auszahlung beantragt.

Vielen Dank für eure Hilfe!

Ebenfalls ein erneutes Dankeschön an euch N1 Casino!

Mit freundlichen Grüßen

Thank you all for your responses.

Dear littlebiggie95,

It's heartening to know that our efforts made a positive impact on the situation and to witness that you have been fairly compensated by the casino. We'll go ahead and mark the complaint as 'resolved' in our system. We would like to thank both parties for their cooperation. 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 Rate 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,

Michal

Casino Guru