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N1 Casino - Xmas Challenge

Ruling

Resolved - Both the submitting complainant and N1 Casino have informed us that this issue has been resolved and the player has received their funds.

Read our N1 Casino Review.

Player's Complaint

N1 is running a xmas challenge in which you have to make (severeal) deposits and you get Free spins then in the next level https://www.n1casino.com/missions

I made two deposits on 5th of December and so I got the free spins for these deposits on the 6th.

I just won some small money from it and kept on going making bets and my balance was increasing quite well.

After a lucky shot at one slot my balance was 634.-€ and I was totally happy and initiated a withdrawal of 500.-€ - as the complete balance was shown as available for cash-out.

It took some hours (in which I made some more bets and lost the rest of the balance, but it was ok for me at that point) until I got a message that the withdrawal was cancelled and my balance was up to 501,30€ again.

I initiated another fresh cash-out which was not possible ("not enough money") and my balance was set to 50€ !

N1 claims that the free spins customers get from the missions are "no deposit free spins" and so the max cash.out is 50€ - like mentioned in their T&C.

In fact customers do make deposits to get those free spins - so that it is not logical at all that these should be "No deposit freespins".

In fact there is no bonus rule set for the xmas challenge itself - so if i have to make deposits to get free spins - these free spins can not be handled as "no deposit free spins"

I have contacted the online support and as well wrote several emails (with screenshots) to the casino before I was directed here by the MGA.

In order to have at least something in my hadns I cashed out the 50.-€, but informed the csino before that I will do this WITHOUT acknowledging their point of view and will keep on going for the rest of the 501,30€

As well I offered them a compromise that I will be ok with 300.-€ on my balance that i can cash out directly (minus 50€ I already got), but they did not react at all.

If needed I can send you the complete transcript as pictures and/or Pdf and as well all mails I send to N1 Casino to get this issue solved.

Your help is pretty much apprecciated as during the cash-out of 500.-€ was running and I was sure to get the money , I asked my wife to bring a Nintendo Switch for our daughter as additional Nikolaus present - and now I only got 50.-€ so far... :(

Thanks a lot for your help and quick response

Read the casino review

5 Responses

User icon
thepogg
December 11, 2021

Hi Sanyassinsan - welcome to ThePOGG.com.

Please read our Complaint Guidance to ensure that you fully understand how our complaint management process functions.

As we are the ADR for the N1 Interactive Ltd license under the Malta Gaming Authority license there is certain information we have to provide you now.

You can find all the relevant information about this service here – http://thepogg.com/terms-of-use/ and the terms of use for our complaint service here - https://thepogg.com/terms-of-use-for-dispute-resolution-service/

To summarise.

– Use of this service does not preclude your seeking redress through court proceedings .

– This service is free to use for both the complainant and operator.

– At any point during the procedure the submitting party retains the right to withdraw their complaint. This does not preclude our right to continue the discussion with the involved operator of general issues related to the complaint (i.e. insufficiently clear terms and conditions).

– You are not obliged to obtain independent or legal advice or representation, though you may choose to do so.

Can you please provide the url of the promotional material for this promotion.

Thanks,

ThePOGG

User icon
Sanyassinsan
December 13, 2021

Hey. Thanks a lot for your prompt reply.

Here is the link to the "mission"

https://www.n1casino.com/de/missions

As well I have the complete chat with the support team wether as png´s (with more pictures inside) and as well as text file

Best regards

User icon
Sanyassinsan
December 15, 2021

Hey. Just got the reply that the "missing" amount was booked onto my balance and I can withdraw it ;)

So I did.

Will keep you updated

Best regards and thanks a lot so far (already) ;)

User icon
Sanyassinsan
December 15, 2021

hey again, INSTANT was indeed INSTANT !

Have the money on my account already.

Thanks a lot

Stay happy and healthy

User icon
thepogg
December 16, 2021

Hi Sanyassinsan,

Thanks for letting us know - it is appreciated :)

ThePOGG

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Agreement

Sanyassinsan consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • N1
  • Malta Gaming Authority
  • N1 Interactive Ltd

December 9, 2021

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