N1 - My withdrawal
Dear sir/madam,
Last week on friday on the 3rd of July my son told me about N1 casino and that it is a great casino to play on. So I registered myself on their website with great expectations. At first I deposited 20 euros on the account, but I didnt win anything with that, next I deposited 50 euros but unfortunatly again no winnings. Then I deposit another 50 euros and play for roughly half an pur straight. I even ended up with 1000 euros! Incredible, right? Obviously I tried to withdraw the money from the account immediatly. But in order to do that I had to verify my account etc. That was all good and well, but after that they had to review my withdrawal.
They decided to decline my withdrawal and put only 50 euros (my last deposit) back into my N1 account, the 950 was just gone. My heart dropped when I saw this, I didnt know what happened and I was very confused.
Luckily N1 has a customer chat service and I thought maybe they can help me out. I went to chat with a lady named [EDIT]. I chatted her for two hours straight. It came down to this: apparently when you deposit money on your N1 account you automatically sign up for issuing a bonus upon the deposited amount. Atleast when tou do it on mobile that is the case. I looked back at the deposit section on their website and there does happen to be a tiny slide (which already is slid to give you a bonus). As a first time user of this website, and because the slide option is so little i had not even seen this option.
This bonus, i apparently signed up for, had rules attached to it. You have to spin 50 times for €5 or less and do some bonus spins. I was not aware of these rules but i the slots so many times that i still completed them. There was only one problem. I played a couple of times for 8 or 12 euros. Because of this they just decided to take my entire €950 and they basically told me im just screwed and i wont get any money, except for the 50 they put back in my account. I felt powerless against them, and didnt know what to do, so i decided to file this complaint and maybe we can work something out with the casino.
Because the slide for receiving a bonus was already checked i didnt feel like i had a choice at all in that matter and it cant be possible that they can just take all my winnings because i played a couple of times for 8/12 euros. If you put it like this, imagine i played 49 times with 5 euros and then the 50th time with 8 euros, does that mean they can just take all the winnings aswell?
Then there is also the fact that when you play with a bonus you still get the option to bet higher than the 5 euros or be able to try to withdraw your winnings after "breaking" this rule. If thet punish this rule so inhumanely hard that should not be possible to do right?
The rules this casino makes just make no sense and they are only to favor themselves, it truely feels like i got scammed. Also their service towards new players is just awful, they have no compassion at all.
My question right now is if there is anyway i can get my 1000 euros after all, because i didnt sign up for any bonus in the first place. I am maybe willing to accept to an offer they make, if they make one, but we will see about that.
I hope you can help me out and if you need any more information like documents or screenshots i can provide you with those. It doesnt seem like i can attach any documents to this submission.
I hope to hear from you soon.
