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N1 - closing an account

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

I registered at the n1casino.com and use the personaldetails what has been same since 08/2017. I deposit 80€ and finally win 1000€. When i try to withdraw my money it just keep pending. On the live chat they first told just wait. After 30hours at the point when i made withdraw, i ask again the situation and they told me that i allready got account what is close by forever and they are going to keep my money. The only personaldetail what might be another is email [EDIT] wich i had close and i cant go check does i really be their customer.

The question: Is it really okay that n1casino allowed person to login and deposit money when he use same name, phonenumber, adress, bitrhday etc. It is possible that im wrong but it feels quite bad that there are not any filter for registerigation to check if you are allready customer. And in the case if i allready had close account, how it possible that i can log in again? Does the casino have any responsibility towards the player? Now they are taking money from them who have no right to get it back.

Read the casino review

4 Responses

ThePOGG
March 17, 2020

Hi porokiri - welcome to ThePOGG.com! 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. If you have any questions about the above, let me know. I'll contact the operator and see what we can find out for you. Thanks, ThePOGG

Porokiri
March 18, 2020

And I can easily imagine the answer saying "The player is responsible for complying with the terms of the contract, etc.". But tell me how it is possible that filters do not work when you sign up, but they work when a customer wants to transfer money to their bank account? Are you going to change the system to prevent this, or do you think that this is completely okay?

Porokiri
March 19, 2020

Right now, it seems that a solution has been found. I would especially like to thank the customer service staff for the good discussions.

ThePOGG
March 20, 2020

Hi Porokiri,

Thanks for letting us know - it is appreciated!

ThePOGG

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Agreement

Porokiri 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
  • Curacao eGaming
  • Direx N.V.

March 17, 2020

The United Kingdom of Great Britain and Northern Ireland sits to the north-west of mainland Europe. The United Kingdom shares a border with The Republic of Ireland and has coasts on the Atlantic Ocean, Celtic Sea, North Sea, Irish Sea and English Channel. The population of the UK is approaching the 67.6 million mark leading to a fairly densely populated land mass. The gambling sector in the United Kingdom is entirely regulated and licensed by the UKGC – the United Kingdom Gambling Commission. Should players resident In the UK wish to gamble with foreign based operators there is no history of this being treated as a criminal offence, but high levels of protection exist for UK residents playing with UK licensed operators.