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N1 – Unlock account

Ruling

Found for the Casino - The player only requested that their account be "closed". They did not indicate to the operator that this was due to problem gambling.

Read our N1 Casino Review.

Player's Complaint

Hello! Blocked account in 2018 forever without the right to restore to N1 casino. This year I went to the chat and asked to unlock the account. Account unlocked the next day. And I lost a lot of money in a month and a half now, when I request to block an account in a chat, they send it to the manager and the manager sends some kind of no deposit bonus. And I again begin to make deposits. Account is not blocked. I have already earned a lot of credits in the bank. Please return all my lost money since the reopening of my account. Although I see that I will probably have to write to the MGA commission

Read the casino review

38 Responses

ThePOGG
May 09, 2019

Hi izik - 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.

Moving on to your complaint specifically, under the MGA Player Protection Directive 2018 there is no requirement for operators to close accounts "forever". Where a player requests that their account be closed, and makes clear that the reason for the request is problem gambling the operator are required to close the account and only re-open it if the player explicitly requests they do so and only after a 24 hour/7 day cooling off period depending on whether the closure request was definite (had an end date) or indefinite (forever).

So, the first question I need to ask is did you inform the operator of your closure request being due to problem gambling issues?

Thanks,

ThePOGG

izik
May 09, 2019

Hi! I do not remember with what words I closed the account. Especially since it was a year ago. In other casinos, if I close my account forever, then I no longer open an account under any conditions. I am blocked in almost all casinos managed by Direx. And not at one casino at my request I did not open an account. Yesterday I asked to close an account in N1. To that, in a chat, my request was forwarded to the manager and the manager simply gave a no deposit gift. The second time I asked the manager to close the account, after eight hours, an answer came. Can you give a no deposit bonus or you still want to close your account.The casino continues to continue to hold the player by offering various bonuses. So that I make my deposits again and lose money. I think that the treatment to close an account forever it means to close an account for a lifetime, no matter how long it is, I hope you understand me

izik
May 09, 2019

The player came in and asked to block the account forever, which means that the account will never be unlocked again. If the word is interpreted differently, then the casino will have an advantage over players in controversial situations.

izik
May 09, 2019

If you represent the interests of the players and are independent, I hope you will understand the essence of my problem.

ThePOGG
May 10, 2019

Hi izik,

Unfortunately that's simply not the case. If I go into a restaurant and don't enjoy the meal then say to the owner 'I'll never eat hear again' to the staff, the owner isn't under any obligation to prevent me from eating there again if I change my mind.

Gambling operators are only morally responsible to take responsibility for your play where there is clear evidence that you are experiencing problems controlling your own gambling. This can come via you directly telling the operator of your problems of where there are clear indicators within the activity on your account. The latter of these is far more difficult to demonstrate.

We will contact the operator an ask to review your communication and transaction history.

Thanks,

ThePOGG

izik
May 10, 2019

Hey. We are now talking about different things. Gambling is unfortunately not a lot of format. For example, you were deprived of a visa forever? And forbidden to fly to one country forever. Same. You will never be able to visit this country again. So I once again write that the word "forever" can be interpreted in different ways. Well, respectively, casinos interpret it in their favor. I probably still have to insist MGA Commission to consider my case. Since I see that all the same, Pogg stands on the side of the casino and does not protect the interests of the player. Thank.

ThePOGG
May 10, 2019

Hi izik,

I need you to be clear here - are you withdrawing your consent for us to discuss this matter on your behalf?

I'm sorry to hear that you feel we've acted in an unfair manner, but the information I've provided you with is directly based on the legislation that has been put out on this matter by the MGA and our direct interactions with the regulator on similar issues. Our statements have been clear and free of opinion, acknowledging the fact that the regulator requires some clear indication of gambling problems before they would expect a licensee to manage a complaint under Responsible Gambling policies.

Thanks,

ThePOGG

izik
May 10, 2019

Therefore, I am waiting for your decision. MGA Commission wrote that I turned to you. And something else. A few days ago I asked to block an account. In the chat, this question is redirected by the manager, and in the meantime, the manager simply gave a no deposit bonus. After that, I once again wrote to the manager to block an account, to which the manager answered after 8 hours that maybe I need a no deposit gift again. This is for you how? Good rules for the player who wants to block an account?
At this point, we just stick to the word "FOREVER". In general, I am waiting for your decision on this situation.
Thanks

ThePOGG
May 10, 2019

Hi izik,

Your response did not clearly answer my question - are you giving your consent for us to discuss this issue on your behalf with the operator? This is a data protection issue and we cannot move forward if there is any doubt about you having provided your consent.

I understand your frustration, but the simple facts are that using the word "forever" does not in of itself demonstrate that the closure request is related to problem gambling issues. Many players make similar requests when they are attempting to pressure the operator into providing additional promotional incentives. If you haven't told the operator that you're asking to close your account because you are worried about your ability to control your gambling it would be normal for the operator to take a business decision regarding whether your play warranted further promotional incentives to avoid losing a customer and act accordingly.

Please confirm whether or not we have your consent to move forward?

Thanks,

ThePOGG

izik
May 10, 2019

Yes, I agree to go to the end. Although I see that the license gives MGA and whether it is good. At the very least, a casino licensed to Curaçao after locking an account will never unlock it.

ThePOGG
May 10, 2019

Hi izik,

Thanks for that.

Regarding Curacao - that's not true. The Curacao licensing system is run by several "Master License Holders" (legal firms). They do not make public the conditions of their licenses and to our knowledge place no restrictions what-so-ever on their licensees in this respect. We regularly deal with complaints against Curacao licensees related specifically to Responsible Gambling issues and the re-opening of accounts.

ThePOGG

izik
May 10, 2019

How wrong? Still depends on the casino owners. How much they are honest. If the casino is not honest, it will unlock accounts so that the player will continue to bring the benefits of the casino. At least some casinos will unblock an account only after confirming that I will not have any complaints against them. Well, it all depends on how much the casino wants to have its reputation. So far, I see that N1 does not care about its reputation.

izik
May 10, 2019

Yes, and more. Why when I blocked an account in Videoslots with the same word “forever”, I was told that I would never be able to play in their casino again because they will no longer unlock the account? See, it all depends on how much the casino values ​​its reputation.

ThePOGG
May 10, 2019

Hi izik,

You are wrong because there are no requirements forcing the operator to do anything in Curacao and relying on operators to behave responsibly on their own has time and time again been demonstrated to result in players losing out.

Videoslots are not part of this conversation. We cannot offer comment on their practices as we haven't reviewed that issue with the operator. Perhaps they take a more conservative interpretation of the word "forever", though it should be noted that even within the most tightly regulated market (UK) simply having asked to close your account "forever" would not require the operator to view this as a Responsible Gambling issue, or perhaps there have been other indicators in your behaviour patterns that when viewed in conjunction with the request you've made have resulted in the operator determining that the closure request needs to be treated as a self-exclusion. It is not possible for us to determine what exactly has caused Videoslots to view your request as a self-exclusion without significantly more information than is available to us.

What I have done, as stated previously, is reference the specific requirements that MGA licensed operators are required to meet and highlighted how these requirements compare to those of Curacao licensed operators in terms of the protections they offer players. I understand that you would like all closure requests where the player uses the word "forever" to be viewed as self-exclusions, but at the present time no regulator that we are aware of agrees with that position. We will review your communications and activities in line with the standards that the operator's license requires them to meet.

Thanks,

ThePOGG

izik
May 10, 2019

To make it clearer. I lost about 2,500 euros in N1 at my monthly salary of 200 euros. Something like that.
I just began to understand that a player in an online casino is not protected. Regardless of the casino license. Complete disappointment.

ThePOGG
May 10, 2019

Hi izik,

I'm sorry to hear that and we will review your case to ensure that N1 have complied with the regulations they are required to meet.

ThePOGG

izik
May 10, 2019

Thank you.

ThePOGG
May 12, 2019

Hi izik,

Thanks for you email. I appreciate that the casino has an option "forever" but that does not support your claim.

This option is specifically within the gambling self-exclusion tool within the account (i.e. simply by using this tool you are telling the operator you have a gambling problem, which would be the same as you telling the operator you had a gambling problem and asking to close your account forever). So this again comes back to what we've already discussed - if you haven't been clear with the operator that you have a gambling problem, they would not be expected to close your account under responsible gambling protocol.

Thanks,

ThePOGG

izik
May 12, 2019

Hello! Let's look at everything from the other side. A player losing a lot of money goes to the chat and asks to block the account forever. That is, each player must know that it is necessary to block an account with the words that I have a gaming addiction? This is complete nonsense. I will block my account so that I will never return to the casino again. According to your own words, when you block your account, they will unblock me forever at my very first request, but this should not be so. Once again, I’ll repeat once again that in almost all casinos where I got lost with the words Forever my account will not be unblocked. In the meantime, I get the impression that you are protecting a casino. Where is the whole essence of the MGA license?

ThePOGG
May 13, 2019

Hi izik,

No you don't need to know to use the specific words "gambling addiction", but you do need to in some form that can be unambiguously interpreted demonstrate that your closure request is related to problem gambling. Simply asking to close your account "forever" does not do this. Not everyone who closes a gambling account is doing so because they are a gambling addict. As stated previously, some are simply trying to pressure the operator to offer more promotions and others are unhappy with the service. Either of these groups are welcome to come back as/when they choose to do so and there is no obligation on the operator to prevent them from doing so.

I'm sorry if you are unhappy with this or feel that it does not support your claims, but these are the standards that have been set by the regulator. I have not yet reviewed your communications with the operator, but these are the standards that we will assess your case upon.

ThePOGG

izik
May 13, 2019

Hello! All this is somehow confusing. One word is interpreted differently. I thought that the MGA license is tough enough to open accounts, and everything turns out like a Curaçao license. Apparently there are no differences with these licenses. Nevertheless, I tend to how much the casino values ​​its reputation. In general, all in favor of the casino.

ThePOGG
May 13, 2019

Hi izik,

The standards for the MGA license are very straightforward - you have to actually make the operator aware that your request is due to concerns about your play before the closure would be considered a Responsible Gambling issue. Operators are not expected to treat every single closure request as a gambling addiction issue without some clear reason to do so. To suggest that Curacao licensed operators - who are not subject any defined requirements to do anything - are doing this is simply wrong as scores of complaints managed by this service have demonstrated.

ThePOGG

izik
May 13, 2019

I sent you the mail as a casino on the license of Curaçao to blocking your account forever.

izik
May 13, 2019

According to my observations, casinos on Curacao licenses work better for account blocking, unlike casinos on MGA licenses.

izik
May 13, 2019

That went to the Сazumo casino. And asked the same question. As you can see from the answer, they also do not unlock the account after the account is closed forever.

ThePOGG
May 13, 2019

Hi izik,

As previously covered with your reference to Videoslots, the practices of other casinos are of no relevance here. One operator is not judged by the practices of other operators. They are judged by the standards of the license that they are expected to comply with and whether their actions fall within those standards.

Setting that aside, again, your screen shots do not demonstrate what we would need to see to even establish the practices of those operators. They are a snap shot of your communications with that operator and do not give insight into the other factors that may have influenced how the operators have responded to your request.

I've been absolutely clear about the requirements here. I'm sorry if you are unhappy with them, but that does not change the standards by which we are required to judge the practices of the MGA licensees we manage complaints for.

ThePOGG

izik
May 13, 2019

Once again. If something is not clear. All casinos always block forever. And as you can see, the casino will no longer unlock me. I can send exactly the same screenshots from other casinos. I can't understand one thing, why did you side with the casino? Does your site seem to be helping players? Or something I do not understand?

ThePOGG
May 14, 2019

Hi izik,

We haven't sided with anyone yet, as I haven't reviewed your full activity with the operator to determine whether or not there are other factors beyond the language used in your closure request that should be taken into consideration.

We're not going to engage with your discussions of your views of the practices of "other casino" any further. I've been absolutely clear that this has no bearing on your case.

If you are unhappy with our management of your case you are free to withdraw your consent to review this issue at any juncture, but we will apply the standards as set by the MGA to determine whether the operator's practices have fallen within acceptable standards in this case and all other cases as they are the body that we are answerable to.

ThePOGG

izik
May 14, 2019

Hello! Well, while I just realized from all of our communication that:
1. A player must be blocked by a specific phrase.
2. Everything must be recorded to prove its case.

ThePOGG
May 14, 2019

Hi izik,

1. No, as you've already been told, there is no "specific phrase". You can use any words you like as long as it's clear that you are asking to close your account due to gambling addiction issues. The specific words don't matter as long as the message can be clearly understood.

2. No, but it is helpful. Most communication records can be obtained from the operator where necessary. The only exception would be situations where the player is contesting that communication occurred that the operator claims not to have record of.

ThePOGG

izik
May 14, 2019

Good. Thank. I will wait for your response to my complaint.

ThePOGG
May 14, 2019

Hi izik,

I've now reviewed your account activity and unfortunately we are not going to be able to uphold your claim.

Firstly looking at your closure request the conversation is as follows (translated from Russian):

"[PLAYER] - Hello! Block my account please
Forever without right
[SUPPORT] - [PLAYER], could you clarify the reason?
[PLAYER] - I'm tired of losing with you and watching x20 bonuses
I have never seen such a shit in any casino.
[SUPPORT] We’re really sorry that you want to close your account. We passed the request
manager and he will contact you by mail in the very near future. thank
for understanding and patience!"

In the above the operator explicitly asks you why you want to close your account and you state that you are unhappy with the return their games are providing.

You are then contacted by a VIP manager to confirm that you do indeed want to close your account and during the conversation you reiterate that you are closing the account due to being unhappy at not receiving large enough wins.

This is not a response that is exclusive to players experiencing gambling problems. Many players experiencing frustration when they have extended periods without a big win playing slots games.

I've also reviewed your account activity.

Over the period since your last withdrawal (14th of April) you deposited/lost a total of 54388RUB and over the lifespan of your account you lost a total of 142944RUB. Converted to € this is ~€1944 which falls beneath the point where the operator would have to conduct KYC checks (these may have been done anyway at point of withdrawal) and certainly would not in of itself indicate any significant gambling problem.

The most you deposit in a single day is 34900RUB (~€475) and you also place a withdrawal of 11045RUB that day.

In summary, the volume of activity on your account simply is not enough that the operator would be reasonably expected to conclude that you were experiencing gambling issues without some indication from yourself and given that you did not tell them this during your account closure request the closure would be managed as a standard closure request.

As a note it actually appears that, given that your account closure was managed as a basic closure request, the operator enforced a 24 hour cooling off period when you requested to re-open your account. They are not required to do so where there is no responsible gambling concerns.

Sorry I cannot offer you better news.

ThePOGG

""

izik
May 14, 2019

First of all. This is not what I wrote a year ago. The entire history of deposits I threw you in the mail. Casino deceives you. And you wrote me complete nonsense here. I closed the account a year ago. And you give me off the correspondence that was a week ago. I thought that the site on which the referral links to the casino is located can not solve anything.

izik
May 14, 2019

Once again. Look at the files where all my deposits and conclusions are visible. Since March 2019. But apparently you do not need it. So send all our correspondence to the MGA Commission let them figure it out. I see that Poog with referral links just depends on the casino.

izik
May 14, 2019

By the way, I have the last correspondence with the manager and everything is written there differently. So Pogue you fooled me. Well . Now all gaming forums will find out that Pog does not solve casino problems, but earns from referral links. Good luck.

ThePOGG
May 14, 2019

Hi izik,

Thanks for that - you are entirely correct. The operator appears to have failed to include a screen shot of one screens worth of transactions running from row 29 to row 47 of your spreadsheet. But this doesn't make any difference. The whole point here is that your transaction level (even at the higher level), is not remarkable. Over the length of time that this play occurred it is not enough that this would result in your play being quantified as problematic or to require the operator to intervene with additional checks. Your play would have had to result in significantly higher losses than this or have occurred over a shorter period of time before there would be an onus on the operator to investigate your play further without a clear signal from you.

With regard to your claims about the communications - if you are claiming that we should be looking at communications from a different date, simply provide the date of the closure request claim to have made a year ago (though given by your own spreadsheet your first deposit was made on the 26th of March this year it seems unlikely that you requested a closure significantly before this).

I also remind you that you are free to withdraw your consent for us to manage this situation at any time if you do not trust the integrity of our service.

Thanks,

ThePOGG

izik
May 21, 2019

The complaint was redirected to the MGA commission.

izik
May 21, 2019

Thank you for contacting the Malta Gaming Authority.

We have made contact with the representative of N1 Interactive Limited (n1casino.com) on your behalf about the matter you raised, information has been requested with regards to the incident you refer to.

As soon as information becomes available to the Authority you will be notified accordingly.

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Agreement

izik 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.

May 8, 2019