N1 Casino - Xmas Challenge
N1 is running a xmas challenge in which you have to make (severeal) deposits and you get Free spins then in the next level
https://www.n1casino.com/missions
I made two deposits on 5th of December and so I got the free spins for these deposits on the 6th.
I just won some small money from it and kept on going making bets and my balance was increasing quite well.
After a lucky shot at one slot my balance was 634.-€ and I was totally happy and initiated a withdrawal of 500.-€ - as the complete balance was shown as available for cash-out.
It took some hours (in which I made some more bets and lost the rest of the balance, but it was ok for me at that point) until I got a message that the withdrawal was cancelled and my balance was up to 501,30€ again.
I initiated another fresh cash-out which was not possible ("not enough money") and my balance was set to 50€ !
N1 claims that the free spins customers get from the missions are "no deposit free spins" and so the max cash.out is 50€ - like mentioned in their T&C.
In fact customers do make deposits to get those free spins - so that it is not logical at all that these should be "No deposit freespins".
In fact there is no bonus rule set for the xmas challenge itself - so if i have to make deposits to get free spins - these free spins can not be handled as "no deposit free spins"
I have contacted the online support and as well wrote several emails (with screenshots) to the casino before I was directed here by the MGA.
In order to have at least something in my hadns I cashed out the 50.-€, but informed the csino before that I will do this WITHOUT acknowledging their point of view and will keep on going for the rest of the 501,30€
As well I offered them a compromise that I will be ok with 300.-€ on my balance that i can cash out directly (minus 50€ I already got), but they did not react at all.
If needed I can send you the complete transcript as pictures and/or Pdf and as well all mails I send to N1 Casino to get this issue solved.
Your help is pretty much apprecciated as during the cash-out of 500.-€ was running and I was sure to get the money , I asked my wife to bring a Nintendo Switch for our daughter as additional Nikolaus present - and now I only got 50.-€ so far... :(
Thanks a lot for your help and quick response
