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N1 – No refund even tho self-excluded


Found for the Casino - Under the MGA license a self-exclusion would only carry over to other properties on the license if the player specifically requests this happen.

Read our N1 Casino Review.

Player's Complaint

Ive been self exlcuded on Spinia for 6 months, and before this period run out I was able to create an account on N1Casino with the same credentials as on spinia, and they share the same license.

I was able to deposit and play. I told the support about this and they immedietaly deleted my account on both sites but said they cant refund me.

Read the casino review

7 Responses

Feb 08, 2020

Hi cyytz - 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.

What reason did the operator give for refusing your refund?



Feb 08, 2020

Hello! He just simply said ok thanks for letting us know we have closed accounts now but we cannot offer you a refund sorry

Feb 18, 2020

Hi cyytz,

I've reviewed your account records at Spinia and unfortunately you were not self-excluded. You selected a 'cooling off period' in your account rather than a 'self-exclusion':

Cooling off periods only apply at the property they are requested at.


Feb 18, 2020

Oh. Whats the diffrence? I did it so I no longer could deposit. Never seen "cooling off period" as option before? Something only they "offer"?

Feb 21, 2020

Hi cyytz,

A self-exclusion is a statement about gambling addictions. Any other type of account closure is not carry the same significant.

No this is not something only N1 offer - in fact cooling off periods are widely offered under a number of licenses as an tool to help players manage their gambling.

And unfortunately, even had your request been a self-exclusion, this would have only applied to Spinia unless you had contacted the operator to ask that this been extended to other properties on the license. By default the MGA license requires players to make this request before a self-exclusion would extend beyond the property it is requested at.



Feb 21, 2020

Hi. Okay I see. Wierd because I remember i self excluded on Guts and also got excluded on Rizk. But I Guess things can change or some casinos just care more then others.

IF i go out of my way to limit my ability to deposit for 6 months then obv I dont want to be able to to it on any other casino either. But yeah Guess you gotta learn that the Hard way and some casinos seem to Care more then others. Thanks tho

Feb 25, 2020

Hi cyytz,

A small number of groups do carry over self-exclusions automatically, but this is a choice rather than a requirement. As it stands I believe that the Guts group has stopped doing this.

And I entirely agree with you. It would be a huge improvement to the protections that they MGA license offers players to require their licensees to do this. It is a fundamental weakness in the license. But as we are representing the regulator in terms of complaint management, we have to enforce their rules rather than what we would like to see.



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cyytz 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.

February 4, 2020

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