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N1 - Funds confiscated

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

Hi,

I recieved an email from N1 casino offering cashback from recent losses.

I looked at the offer which included a 10x wagering requirement.

The email had a link to bonus terms.

It linked to this page:

n1casino.com/bonus-terms-and-conditions

The page has no information on a cashback bonus. Nor does it say anything about a max bet limit on a cashback bonus.

I spoke with CS via live chat and they told me that all bonuses have a 5 euro max bet and I had breached that by bonus buying at 0.20 and 0.40 levels resulting in 20 euro and 40 euro bonus buys during the cashback wagering.

My contention is this:

I was offered cashback.

The offer came via email.

The email stated it had a 10x wagering requirement.

The email linked here for the bonus terms as they called it "Bonus Terms".:

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

This page breaks the different bonus types down and the terms associated with them.

The page has nothing about a cashback bonus.

Based off this I decided to bet at stakes up to 2 euro for the bonus with some bonus buys at 20 euro and 40 euro for 0.2 and 0.4 stakes.

To have the resulting 10x wagering completed and then have the funds confiscated due to violating terms and conditions seems inherently unfair as I abided by all terms sent with the offer.

CStold me by live chat their decision is final and will not be reversed. They also directed me to another page (not included in the email)for further T&C's.

I would appreciate your input in this as to me if I was an operator and this happened:

1) Email offer to customer

2) Attach wagering requirement

3) Attach terms

4) Player accepts

5) Player wins

6) Player is told they violated the terms but not the terms that were sent with the offer, they violated other terms on the site.

7) Refuse to do anything for the player

Read the casino review

7 Responses

ThePOGG
September 27, 2020

Hi memphisflash77 - 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.

Please forward the promotional email to [email protected].

Thanks,

ThePOGG

MemphisFlash77
September 28, 2020

Thanks.

Email sent.

MemphisFlash77
October 1, 2020

Any update on this? Thanks

MemphisFlash77
October 7, 2020

Hi...is their an update on this ?

How long do these usually take?

Thanks again.

ThePOGG
October 12, 2020

Hi MemphisFlash77,

Our understanding is that your winnings will be returned to you shortly. Please keep an eye on your account and notify us when you receive your funds.

Thanks,

ThePOGG

MemphisFlash77
October 12, 2020

Thanks, I got them back. No apology from N1, but thank you for your help and hopefully N1 will adopt a clear policy when it comes to T&C’s and their CRM offerings. I am going to close my account with N1 due to this but thank you for your help. Thanks again.

ThePOGG
October 15, 2020

Hi MemphisFlash77,

Thanks for letting us know - it is appreciated!

ThePOGG

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Agreement

MemphisFlash77 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
  • N1 Interactive Ltd

September 27, 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.