N1 Casino— player complaints: 31 in English

The player from Finland faces a significant deduction from his casino balance after winning a €15,000 tournament prize, with his account later reduced due to what the casino claims is a maximum win limit associated with a welcome bonus. He has repeatedly requested clarification and documentation regarding the deduction but has not received a satisfactory response.

The player from Malta was unable to withdraw his winnings due to the casino not accepting his proof of address. Despite submitting various documents, including a bank statement and lease agreement, the casino required specific forms of proof that he could not provide. We asked him for his verification status and correspondence with the casino, but he did not respond to our requests or reminder. As a result, the complaint was closed for now because no further investigation or solution could be pursued without his input.

So on n1casino you have their road to glory you play you level up you get perks.. I’ve had my account for some time I was a regular VIP player did all the security procedures to verify my account. Played a lot lost & won no biggy that’s the name of the game, recently I did a little extra gambling because hey you don’t win big if you don’t play big anyways.. after playing I noticed that on my account that my achievements for my road to glory wasn’t moving it’s been frozen so I reached out to the VIP manager ▇▇▇▇▇▇▇▇▇▇▇▇▇▇ to see what’s going on after multiple time of me trying to reach out to see what’s going on and them giving me the runaround how this department is looking into it they decided to say hey you spent quite a bit of money then they wanted me to do a test to see if I have a gambling problem witch I did and had to send them the results then they wanted to see how I earn my money so of course sent them pay stubs from my work like I did when I first opens my account & then they tried to ask to see my savings to prove how I was able to play as much as I do I told them that is personal information I sent my pay stubs no problem but to send you my proof of my savings that’s none of their business not to be rude.. anyways time goes by my account road to glory starts to work so I message them to get all my points and stuff I should have gotten for over 20k invested into my account & nothing was credited back for their system being messed up, after all that from me trying to get answer they locked my account I can login but can’t play anything anymore.. I’ve been a player on that site for a while I don’t understand.. I play on jackpotcity & never once had any issues & have won big there & never any issues.. I feel like N1casino.com scammed me & in a result of not being able to fix my siduation they blocked me. Thanks for taking the time to read my message & hope you could help me out & make sure they don’t take advantage of any other peeople

I am submitting a complaint because N1 Casino voided approximately €9,000 of my winnings claiming a “€5 max bet” violation during a First Deposit Bonus. The casino’s DSAR files and account history contradict this decision. Key facts: 1. I made two deposits: €100 at 22:04 and €100 at 22:06. The playable balance in the game history starts at €200 — there is no visible €100 bonus amount in the balance history. 2. Before purchasing any feature bonuses I reached €1,139.45 with regular spins of €2–€5 (fully within the alleged €5 max bet rule). 3. I purchased five feature buys (each listed as €200) but the resulting spins were €2–€5 bets (the feature buy is a purchase of bonus rounds, not a spin bet of €200). 4. My balance reached €4,440.85 before any spins above €5 were played. Later €10 spins occurred only after these winnings; those later higher bets did not produce any winnings when summed. 5. The DSAR data marks only 5 feature purchases as “Bonus Issue” while many more identical purchases are not marked — this is inconsistent and not transparent. I request a full review of: - The casino’s balance and bonus fund history (timestamps when bonus was credited, when bonus funds were used, and when wagering was completed), - All DSAR files provided (bets.csv, events.csv, bonus_issues.csv, payments.csv), - The reason and legal basis for voiding all winnings when the gameplay shows wins were generated under the €5 limit. I attach the DSAR files, screenshots, and video evidence. I ask the ADR to restore and order payment of the €8,000, or to require the operator to provide a detailed, itemised explanation proving that the bonus rules were actually breached and that voiding all winnings is proportionate.

I am submitting this complaint regarding N1 Casino, which has blocked my account and withheld my funds after I raised a formal complaint about their practices. Blocked Account & Withheld Funds: On 9.11.25 and 10.11.25 deposited a total of €1,500 into my N1 Casino account. After submitting a formal complaint to N1 Casino on 10.11.25 my account was immediately blocked, and I have been denied access to my funds and account data. Despite repeated attempts to contact N1 Casino support, I have received no satisfactory resolution. Unlawful Bet Fees: N1 Casino imposes a 5.3% “Bet Fee” exclusively on players residing in Germany. This practice is unlawful because: Under German consumer and tax law, gambling taxes must be paid by the operator, not the player. It violates the Malta Gaming Authority’s Player Protection Directive (2021), which requires that no operator costs are shifted onto players and that all charges are fully transparent and fair. Applying this fee only to German players constitutes territorial discrimination under EU law. Attempts to Resolve: I submitted multiple emails to N1 Casino requesting a full refund of my deposits and removal of the unlawful Bet Fees. N1 Casino denied my claims and blocked my account, withholding my remaining balance. A formal complaint has also been filed with the Malta Gaming Authority (MGA) (Ticket Reference: PHZ-SHBQT-219). MGA referred me to the ADR process for resolution. Requested Resolution:I request either: A full refund of all deposits (€1,500), or A refund of all unlawfully deducted ‘Bet Fees’ from my account. I have attached all relevant evidence, including emails, screenshots of my account, and correspondence with N1 Casino. Sincerely, ▇▇▇▇▇▇▇▇▇▇▇▇ Email: ▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇ Image redacted Image redacted Image redacted Image redacted Image redacted Image redacted Image redacted

### **Detailed Explanation** On **19 June 2024**, I won a total of **€19,952** at **N1Casino**. I had deposited **€400** and used the **casino’s welcome bonus**. After fully completing the **wagering requirements**, my final balance was **€19,952**. The following day (20.6.2024), I received an **email from N1Casino congratulating me on my big win**. However, later that same day (20.6.2024), when I tried to log in to my account, I discovered that my **account had been suspended**. When I contacted the casino’s **live chat support (20.6.2025)**, they informed me that I had allegedly been using a **“cheating scheme.”** This accusation is completely **false**. I played entirely according to the casino’s rules, using my own deposited funds and the welcome bonus as permitted. There was **no form of cheating, manipulation, or violation of the bonus terms**. At that time, I was relatively **inexperienced** with how to handle such situations, and it seemed there was nothing I could do, so I temporarily **let the matter go**. Some weeks later, I **lost access to the Gmail account** that was registered with my N1Casino account. When I finally **regained access**, I discovered that the casino had sent me emails **requesting verification documents**. However, those emails had included a **deadline of 1 September 2024** for submitting the documents. Because I did **not have access to my email** during that period, I was **unaware** of the verification request and the deadline. Once I regained access and contacted the casino, I was told that it was **too late** to verify the account and that there was **nothing they could do** to recover or release the winnings. To summarize: - I deposited €400 and played with a welcome bonus. - I completed all wagering requirements and won €19,952 fairly. - My account was suspended shortly after the win with no valid explanation. - I was wrongly accused of “cheating.” - I missed the verification request only because I had temporarily lost access to my email account. - Once I regained access, I contacted N1Casino, but they refused to process the verification or pay out my legitimate winnings. I respectfully request that this case be **re-examined**, as I believe the decision was unjust and the winnings should rightfully be paid out. The casino’s claim of cheating was never substantiated, and the missed verification deadline was due to a **technical issue unrelated to gameplay or intent**. In either case I should be given another chance to provide requested documents.

Dear Sir or Madam, To whom it may concern. Last week, i filed a complaint with MGA and i was advised to continue the matter with you, as they couldn't assist me further. I would like to submit a complaint against the online Casino https://www.n1casino.com/welcome-page . On the 3rd of October 2025 i was betting on the slot game: ''Gates of Olympus'' and hit a big win of 105,000€. According to the Greek taxation plan, the amount of 20,000€ was deducted straight. After a while, i noticed that the rest of the winnings equal to 85,000€ were withheld, due to i placed bet spins more than 5€ per spin at some points. I have to point out that i already completed the wagering requirements and the bonus was rolled over. The funds i was playing with were 100% real funds and no bonus was involved. The thing that i am a VIP customer and when i requested their VIP T&Cs that should apply for me they denied to give me any further information. Moreover, the unfair thing in my case is that whenever i lost my deposits while playing with over 5€ per spin they didn't return my deposits back, according to their way of thinking. I took the initiative to text you as i feel scammed from a company, that as far as i can see is based in Malta and i would like to inform you in order to find justice in my case. Kindly let me know if i can receive any assistance on my issue. The amount is not small and i am feeling deceived. Kindly find attached all the supportive documents describing the my case in detail. Thanks and regards, ▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇

Dear Sir or Madam, I would like to file a complaint against the online casino N1Casino. I played there using a bonus that required a 50x wagering (approx. €560). At first, I played Blackjack, as I was not aware that table games do not contribute to wagering. During that time, I also placed some bets over €5. When I noticed that my wagering progress was not increasing, I realized that only slot games count toward wagering, and I immediately returned to the slot where I had activated the bonus. There, I completed the full wagering requirement with €0.70 bets, well below the maximum allowed bet of €5, and reached a total balance of €1,015. I requested a withdrawal but received no email or notification about its status. Only after contacting customer support was I informed that my withdrawal had been cancelled due to an alleged breach of the bonus terms. There was no warning or technical restriction indicating that bets over €5 were not allowed. Therefore, a player cannot reasonably know that they are breaking a rule. Furthermore, when checking the bonus list, it was clearly displayed that all wagering requirements had been fulfilled. I consider this to be a lack of transparency and an unfair practice, because: – no visible notice of the bet limit was shown, – there was no automatic restriction to prevent higher bets, – the player only learns about the alleged violation after the fact, – and the issue only arose because I won with the bonus — if I had lost it, no withdrawal would have been cancelled. I therefore request that the authority review this case and assist in finding a fair resolution, especially regarding the transparency obligations of licensed operators. Attached: – Screenshot of the cancelled withdrawal Best regards, [Your Name]

N1 Casino closed my account and confiscated my winnings without cause. The casino refuses to provide a specific reason for withholding my funds, citing vague claims of fraud or “low-risk play” but giving no proof or details. Furthermore, they are not even responding to my emails regarding this matter. I have not broken any rules — no multiple accounts, no forged documents, no chargebacks, no collusion. Despite this, the casino has taken my winnings unlawfully. I demand immediate payment of my full winnings. If N1 Casino refuses, I will escalate this to the Malta Gaming Authority, publicize this issue, and pursue all available remedies. Attachments: • Screenshots of account balance and withdrawal requests • Correspondence with N1 support This behavior is unacceptable. I request the ADR body enforce the release of my winnings in full. ▇▇▇▇▇▇▇▇▇▇ ▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇ ▇▇▇▇▇▇▇▇▇

I did withdrawal request and it did got rejected because passport was expired. I uploaded new id document and it was approved just fine. Then i did make withdrawal request again but after 1-2 days i got mail that was saying that my account has permanently closed and i need to upload document that shows my deposit info to able to proceed withdrawal of the funds. Of course i cannot login and upload the documents when my account has closed. I have tried contact customer support many times via mail and send documents in attachments and ask if i should do something else but have never got any response, seems like they just ignore my mails. Also when i asked why they closed my account i didnt get any answer. Maybe you guys can help me? ▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇

So I’ve been batling a refund vase with this casino for months. Now we’re at the final step of them sending the money. First they said they sent the money and it could take some time. I waited a whole 15 days and then they said that my bank cancelled the transaction. I went ofcourse asking abt it from my bank, and they had nor cancelled any transaction or even seen any such transactions. Then they asked me to give another bank account and I did. But now they won’t even send me the money. I would really appreciate your help.

I am writing to formally request a thorough review of my ongoing case regarding my dispute with N1 Casino. I have submitted a substantial amount of documentation in support of my case, including all requested identification and verification materials. Despite this, the casino continues to reject my submissions without providing any clear explanation or valid reasoning for their refusal. This has made it extremely difficult to understand what is specifically being challenged or how to address their concerns. I believe the documents I’ve provided are valid and in line with standard verification requirements, and I am now seeking your assistance to intervene and assess the situation objectively. Please let me know if you require any further information from my side. I would be very grateful for your support in resolving this matter fairly and transparently.

> I am writing to formally express my concern and frustration regarding a recent issue I encountered with your withdrawal process. > > I deposited funds into my N1 Casino account using two different methods: > > > > 1. A Paysafecard voucher, which I purchased with cash at a retail store. This voucher is not linked to any Paysafecard account, as it is simply a standalone prepaid code. > 2. My credit card, which is linked to my personal bank account and has already been verified by your system. > > > > As per your withdrawal policy, funds must be withdrawn using the last deposit method. Unfortunately, in my case, this last method was the Paysafecard voucher, which, as mentioned, is not tied to any account and therefore cannot be used for withdrawals. > > I contacted your live chat support and explained this situation in detail. The support agent informed me that my case would be forwarded to the finance department. However, the response I received was simply: “You must verify your Paysafe account.” > > I reiterated that I do not have a Paysafe account, as my deposit was made using a physical voucher. Despite this, the support agent told me, “I recommend doing what the finance department says.” > > This response left me extremely confused and disappointed. I am unsure whether the support agent was unwilling to assist or if N1 Casino is knowingly ignoring the circumstances of my case. > > I kindly ask for a clear and reasonable explanation of how I can proceed with the withdrawal, given that the last deposit method (Paysafecard) cannot be used due to the absence of a linked account. > > For this reason, I would like to kindly request that my withdrawal be processed via my already verified credit card, as this is the only feasible and secure option available. > > I have also attached a photo of the Paysafecard voucher for your reference. > > Thank you in advance for your attention to this matter. I look forward to your prompt and constructive response. > >  > > > > Best regards, > > ▇▇▇▇▇▇▇▇▇▇▇▇▇▇

I send my statements several times from my internet banking as they requested as pdf as always and say they are not original and then yesterday I went to my bov bank and I ordered my statements which she print for me with a signed stamp from her and she emailed me the statements pdf. I forward the statements to N1 casino and still told me not original. Not fair on me that they accept money to play and now to withdraw money they are coming with this hassle. I send the six months statement as they told me. I play with other online casinos and never came with this hassle.. I can forward the statements by hand too. Please I appreciate your help. I send attached one of my account statement as I send it to them. Thanks ▇▇▇▇▇▇▇▇▇▇

Good evening. Last Tuesday 18.03.25 @ 20.36 I was playing John Hunter and the scarab Queen. I was lucky enough to win a bet of $20 + $360 the total amount $380 with a multiplier of x 2 which should have been $760 however I only received $380. I have contacted N1 Casino on multiple occasions however they keep saying I have been paid correctly. However I believe I have not, immediately after noticing the win had not increased to $760 I screenshot my screen where it clearly states $20 + $360 x 2 multiplier. This was also not a bonus, I believe I have played fairly and am only wanting to understand why I havent been paid the correct amount based on N1 Casino and Pragmatic guidelines for this game.

About a year ago I received 20 free spins without deposit at N1 Casino. I won a few euros off of those free spins and started to gamble with it, to convert the necessary amount of stake needed, to pay out my free spin winnings. In the end, when i fulfilled the bonus requirements to cash out, I had racked up a little more than 99€. I tried to withdraw my money, but it was refused. I tried again a few months later, refused again and now again tried 2 weeks ago. I did the necessary verification steps already, so wondering why my withdrawal was cancelled but no reason was given in the rejection email, I contacted customer support. Instead of answering my question, as to what the reasoning for cancelling my withdrawal was, I was just told my "balance has been adjusted from 99€ to 50€, due to the conditions and rules for free spins without deposit being a limit of 50€ for this kind of bonus. They told me I could read it in their General Terms & Conditions. Of course I checked the T&C in German, and saw that the cashout limit for free spins without deposit is 100€. Quote from German T&C: “Das maximale Auszahlungslimit von Freispielen ohne Einzahlung beträgt 100 EUR.” Source: ▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇ The limit being 100€ and me being at 99€, I'm obviously below that limit and within their conditions. So I forwarded their T&C to the customer support, but only repeatedly got the same reply, saying they're “sorry, but my balance was reduced to 50€ due to their T&C”, which I just proved to them stated otherwise. The same result I got when I contacted them via E-Mail MULTIPLE times now, over the past 2 weeks. Also any attempt to get in contact with someone higher up is in vaine. Given that they are completely ignoring any information and evidence brought forward by me and refuse to communicate and resolve the issue, I see no other way to contact you, to somehow resolve this issue. I hope you can help resolve this issue. Kind regards ▇▇▇▇▇▇▇▇▇▇▇▇

Hi team, i hope you can help, after providing every single document that the casino requested ( 6 months of bank statement of the card used to deposit, 6 months of bank statement of my Revolut card, that i never used in their website. 6 months of paysplips, ID card front and retro, Selfie holding the ID card. Photo of the credit cad used ). I tried to withdraw my legit winnings on the 16 January. The casino has left my request on pending for 10 days now, ignoring my emails and giving a different version of the status of it anytime i contact the chat. I work in the Igaming business since 5 years and this treatment is something i've never seen toward any customer. i hope that you can help as i'm a legit customer who provided all the documents requested . Thanks a lot ▇▇▇▇▇▇▇

**Dear Sir/Madam, ** ** **I would like to file an official complaint against N1 Casino due to their unfair practices, which led to the confiscation of my rightful winnings. I had €60 in bonus funds in my account and received an email from N1 Casino encouraging me to play using these funds. I spent several hours playing different games, such as _Big Bass Splash_ and _Legacy of Dead_, gradually increasing my balance with small bets. Eventually, I managed to grow my balance to €2,000. When I attempted to withdraw my winnings, a customer service representative informed me that my funds were locked, and I needed to continue playing. I continued playing and increased my balance to €4,000. I first attempted to withdraw using Trustly, but the transaction failed. The customer service representative explained that there might be issues with Trustly and Visa withdrawals. As a result, I tried to withdraw €50 through MiFinity, since I have an account there. However, my withdrawal request was denied, and all funds were removed from my account. N1 Casino claimed it was a “misunderstanding” and confiscated all of my winnings. This is entirely unjust, as I adhered to all the rules and played fairly. I kindly request your assistance in investigating this matter and helping me recover the funds I rightfully won. I have attached all the necessary information and evidence to support my case. **Best regards,** ▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇ ▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇ ▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇

I managed to win and when I decided to withdraw they ask always for more personal documents. I give them even if it's very personal and still keep my withdrawal pending.

N1 Casino offers an PlayNPlay function, where you register with your online banking information and deposit money at the same time. I tried creating an account using this feature and made an initial deposit of €60. However, something went wrong with the registration process and I am now locked out of my profile as well as have lost the funds I deposited. The casino got most of my personal details via my bank but after the payment asked for additional details, i.e. my email and phone number. The form to enter this information was malfunctioning and I was not able to save this information, that would later on be needed to log in to my account. I took a photo of my profile, where my personal information required to identify the account in question as well as an email address, that I believe was automatically generated during the registration process, are clearly visible. You can find this attached to this complaint. I immediately contacted their support, which was very unhelpful and not willing to do anything, instead they instructed me to log out and create a new account. After logging out, I realized that there is no way to log back in as I have no access to the automatically generated email address that is now associated with my account. However, my bank account has been charged the deposit of €60. I attached a screenshot of the payment confirmation. I tried contacting the support chat again at a later time and was then able to get a confirmation that they have some kind of technical issues and that "everything must be solved soon". After this I have not been able to reach the support, instead I keep on getting the same e-mail reply telling me to "please provide a screenshot of your profile", which I already have provided them along with the receipts of the deposit. I am thus locked out of my account and have lost my deposit of €60. The casino is not able to resolve the matter and keep on asking for screenshots of my profile, which I already have provided. I already lodged a complaint with the MGA and was instructed to contact you about the matter first. I am happy to share any additional information for solving the matter.