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N1 Interactive - missing payment

Ruling

Declined - This player has withdrawn their consent for us to act on their behalf. As such we have discontinued our involvement in this issue.

Read our N1 Casino Review.

Player's Complaint

Over the past 3 months, I have spent circa USD $100k with N1 Casinos (Slot Hunter & Megaslot), I would like to bring attention to the following issues:

- Transaction Miscoding/Transaction Laundering: In order to circumvent sovereign gaming restrictions, N1 are not coding their merchant debits correctly. They are using a Nigerian processor (Flutterwave) with all bank statement transactions being misleading. They utilize misleading deposit codes which do not identify the casino as the payee. Examples include: "FLWINSURANCE LEKKI", "FLWTAX/ACC LEKKI", "FLWREALESTATE LEKKI", "FLWBOOKSTORE LEKKI" etc. These are all deposits made to the casino which have been miscoded in order for the bank to accept the transaction. This is against Visa/Mastercard merchant terms along with various EU legislative instruments and Directive 1 under the Maltese Central Bank legislation (cannot identify who the payee is). To a degree, this amounts to transaction laundering.

- N1 have done no due diligence on whether online gambling is allowed in the player jurisdiction, this is a requirement under MGA regulations.

- N1 have refused to investigate a missing deposit (USD $200) which was taken from my bank account but not credited to the casino account despite all screenshots being provided. They are insisting that a PDF statement is provided which only generates once per month.

- N1 refuse to provide rationale behind their 'cashback' offers and refuse to provide calculation of the same.

- N1 do not take responsible gambling seriously, I was able to deposit USD $12k in a number of hours through multiple cards without even looking into affordability.

For the betterment of the online gaming community, I humbly request you investigate their [EDIT] activities (especially with respect of the transaction miscoding) which has cost me a substantial amount without the banks knowledge as a result.

Kind regards,

Read the casino review

4 Responses

User icon
thepogg
December 29, 2021

Hi LukeAbD - welcome to ThePOGG.com!

Please ensure you have 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.

If you have any questions about the above, let me know.

To address your issues one at a time:

- Transaction coding - This is not a matter we can assist you with. This service is engaged to manage disputes about the outcome of gambling transactions. The descriptor on a deposit/payment does not directly impact the outcome of any gambling transaction engaged with these funds and as such complaints of this nature fall outside of the remit of this service.

If you wish to pursue this matter we would direct you to your payment provider or local law enforcement.

- The MGA do prohibit licensees from accepting custom from certain jurisdictions. Your country of residence is not included on that list. As such the operator would not be required by the MGA license to decline your play.

- In cases of lost transactions it is standard practice to require a bank statement as part of the investigation. You will need to provide this before either the operator or our service can assist you with this matter.

- Cashback terms and conditions, including the calculation formula, can be found on the operator's Bonus Terms and Conditions page which is linked in the footer of every page.

- Deposits volumes would not in of themselves require the operator to act to prevent your play. What is unaffordable to one person is trivial to another. There would need to be clear grounds for the operator to be aware that you were struggling to control your gambling before they would be expected to proactively intervene. Have you indicated to the operator in any of your communications that this may be the case?

Finally - the nature of your submission, not being about a single issue but rather raising a list of grievances which it seems likely you have been aware of for some time before this point, suggest that the points raised may be secondary to a general unhappiness with the results of your engagement with this operator. If you feel that you have lost more than you are comfortable with it may be time to consider whether you should look to take steps to manage your access to gambling. You may find our free Responsible Gambling app BetBlocker useful. It allows users to restrict their internet capable devices from accessing over 15k gambling operator websites for between 24 hours and 5 years.

Thanks,

ThePOGG

User icon
thepogg
January 8, 2022

Hi LukeAbD,

I'm following-up on the above?

Thanks,

ThePOGG

User icon
thepogg
January 15, 2022

Hi LukeAbD,

If we haven't heard from you by Friday the 28th of January I'll assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG

User icon
LukeAbD
January 26, 2022

U may please close this complaint.

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Agreement

LukeAbD 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:

  • Slot Hunter
  • Malta Gaming Authority
  • N1 Interactive Ltd

December 29, 2021

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