N1 Bet Casino - Акаунтът на играча е неочаквано деактивиран.

The Casino suddenly deactivated my account for no reason and without any explanation. They simply made my money disappear! My balance was real, I had verified my account normally and I didn't do anything wrong!

O Cassino do nada desativou minha conta sem nenhum motivo e sem dar nenhuma explicação. Sumiu com o meu dinheiro simplesmente! Meu saldo era real, já tinha verificado minha conta normamelmente e não fiz nada de errado!

Dear amandameport,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• When did you create your casino account?
• Could you please advise which games you focused on while your account was still active - slots, live casino, sports betting, etc.?
• Do I understand correctly that you didn't play with any bonuses?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Hello!

My account was created on March 12, 2024, just 7 days ago. I played live casino and sports. When creating the account I received a Freebet which I used and won, shortly afterwards I received another which I also used and won, but these promotions had already been completed and did not have any requirements.

Olá!

Minha conta foi criada em 12 de março de 2024, apenas 7 dias. Joguei em cassino ao vivo e esportes. Ao criar a conta recebi uma Freebet que usei e ganhei, pouco tempo depois recebi outra e também usei e ganhei, mas essas promoções já tinham sido concluídas e não possuíam nenhum requisito.

Hello Kristina! I ask you to help me please, this house is stealing from me for no reason, they don't own anything, I didn't do anything wrong and I can prove it in every way!

Olá Kristina! Peço que me ajude por favor, essa casa está me roubando sem nenhum motivo, eles não possuem nada, eu não fiz nada de errado e posso comprovar de todas as formas!

I need you to help me, it's been 4 days since they closed my account for no reason, simply because I won some bets!

Preciso que me ajudem, já faz 4 dias que encerraram minha conta sem nenhum motivo, simplesmente porque eu ganhei algumas apostas!

Thank you very much for your reply, amandameport. Have you tried contacting the casino regarding this issue? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Yes, I tried several times. They stole all the money, both what I won playing there and what I deposited. They didn't give me any satisfaction and just said they couldn't say anything more.

Sim, tentei diversas vezes. Eles roubaram todo o dinheiro, tanto o que ganhei jogando lá quanto o que depositei. Não me deram nenhuma satisfação e só dizem que não podem falar mais nada.

Hello? Please help me, so far I haven't received any answers and my money is still lost!

Olá? Me ajudem por favor, até agora não obtive respostas e meu dinheiro continua perdido!

Casino Guru is helping this scammers? Why no one help me? 1 week and no responses yet! Please, my money was stolen with no reason!

Please note that this is not a live chat, so there is no need to repeatedly ask for our intervention. We currently have hundreds of active complaints and even though we try our best, it is not possible for us to reply immediately to all messages. We have 7 days to respond to each complaint and we always get back as soon as possible. Please, bear with us. Thank you for your patience and understanding.

I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello amandameport,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear N1 Bet Casino,

Could you possibly provide additional information regarding the closure of the player's account and clarify the situation?

Thank you in advance.

Respectfully,

Michal

Hello,

We strictly adhere to the conditions stated on our website. In this case, the player has violated one of the conditions of our AUP policy, which reads as follows:

ANTI-FRAUD POLICY

9.1 The Company has a strict anti-fraud policy. If the player is suspected of fraudulent actions including but not limited to:

participating in any type of collusion with other players

developing and using strategies aimed at unfaithful winnings

fraudulent actions against other online casinos or payment providers

chargeback transactions with a credit card or denial of some payments made

other types of cheating

providing forged documents

creating two or more accounts

or is known to have gone bankrupt in the country of his residence, the Company reserves the right to terminate such a Player Account and suspend and/or cancel all payouts to the player. This decision is at the sole discretion of the Company, and the Player will not be notified or informed about the reasons for such actions. The Company also reserves the right and may be obliged to inform applicable regulatory bodies of the fraudulent actions performed by the player.

The account is not eligible for reopening. If a representative from Casino Guru wants to learn more and obtain confirmation of the violation, please let us know.

Dear N1 Bet Casino,

Thank you for the quick response. Please send everything you can regarding this case to michal.v@casino.guru. I will be looking forward to hearing from you.

I have not violated any rules and have never cheated anything, I can prove it and provide any necessary documents! You closed my account with my money without providing any information, without requesting any information, and without proving what you are claiming. I doubt you can prove anything in those terms because I have NEVER done anything like that.

I don't want to reopen this casino that steals other people's money, I want my money back and I don't ever want to see this casino again in my life. All my games were played fairly, I won and lost like any other player.

Não violei nenhuma regra e nunca fraudei nada, posso provar e fornecer qualquer documento necessário! Vocês encerraram minha conta com meu dinheiro sem fornecer nenhuma informação, sem solicitar nenhuma informação, e sem provar o que estão alegando. Eu duvido que vocês possam provar qualquer coisa que está nesses termos porque eu eu NUNCA fiz nada disso.

Eu não quero reabertura nesse cassino que rouba o dinheiro dos outros, eu quero meu dinheiro de volta e não quero nunca mais ver esse cassino na vida. Todos os meus jogos foram feitos de maneira justa, ganhei e perdi como qualquer jogador.

Hello,

We are hereby informing everyone that the letter was sent to Michal's email box.

Dear amandameport,

The evidence I was able to review shows that you have been participating in an opposing betting scheme, together with another player.

Could you comment on these findings?

Hello, I don't understand what you mean by that, but I don't know any other player who plays at this casino . I don't know what kind of scheme this is, I don't know how it works or how I would benefit from it . I found the house by chance on a Brazilian website that recommended them and before that I had never heard of it. I spoke on chat to gain confidence in the house and I even checked my account first. I never spoke, I never agreed nor was I ever close to playing in an agreed way with any player . I don't know what kind of evidence was provided, but I can guarantee that there is certainly some mistake being made. You can check my entire gaming history both in the casino and in sports betting, whether I won or lost. I believe it is impossible that when analyzing all this history there is any solid evidence of a combination with any player by default, as I played in different markets and types of games at different times, and several bets. I don't know what kind of evidence was provided but I can explain in detail any betting pattern used as these are generally bets I make live watching the games and in the casino too. I ask that you correctly analyze everything possible and I guarantee that it is IMPOSSIBLE for there to be solid evidence that I shared with someone else because I DIDN'T . Either this is an unfortunate coincidence (which I believe to be unlikely as I placed a lot of bets in both the casino and sports, it would be very absurd for someone to make the same entries in all of them) or it is some kind of manipulation of evidence to make it appear that this is the case. fact. I ask that you please analyze the situation in detail as I believe that such a "scheme" fits several of the thousands of users that the house must have and I believe that if you analyze each bet individually, or partially, you will probably find thousands of "combinations with other players."

Olá, não entendi o que você quis dizer com isso, mas eu não conheço nenhum outro jogador sequer que jogue neste cassino. Eu não sei que tipo de esquema é esse, não sei como funciona ou como me beneficiaria disso. Eu encontrei a casa por acaso em um site brasileiro que os indicava e antes disso nunca havia ouvido falar dela. Falei no chat para pegar confiança na casa e inclusive verifiquei minha conta antes de tudo. Nunca falei, nunca combinei e nem nunca estive próximo de jogar de forma combinada com nenhum jogador. Não sei que tipo de provas foram fornecidas, mas posso garantir que há certamente algum equívoco sendo feito. Pode conferir todo meu histórico de jogos tanto no cassino como em apostas esportivas, tanto ganhei como perdi. Acredito ser impossível que ao analisado todo esse histórico haja alguma evidência sólida de combinação com qualquer jogador por padrão, pois joguei em diversos mercados e tipos de jogos em momentos diferentes, e várias apostas. Não sei que tipo de evidência foi fornecida mas posso explicar detalhadamente qualquer padrão de apostas utilizados pois geralmente são apostas que faço ao vivo assistindo aos jogos e no cassino também. Peço que analisem corretamente tudo que for possível e garanto que é IMPOSSÍVEL haver evidências sólidas que joguei junto a outra pessoa pois NÃO O FIZ. Ou se trata de uma infeliz coincidência (o que acredito ser improvável pois fiz muitas apostas tanto no cassino como esportivas, seria muito absurdo alguém fazer as mesmas entradas em todas) ou se trata de algum tipo de manipulação de evidências para parecer que esse é o fato. Peço que por gentileza analisem a situação de forma minuciosa pois acredito que tal "esquema" se encaixe em diversos dos milhares de usuários que a casa deve ter e acredito que se analisado cada aposta de forma individual, ou parcial, provavelmente irá encontrar milhares "combinações com outros jogadores".

Micha, I am willing to provide any document or proof, interview or whatever that helps prove that I did not do such acts, this casino is mistaken and has bad intentions. They never even questioned me or explained why they closed the account or even looked deeper to try to check if I had actually done something, because they obviously found some excuse not to pay me. In any way that I can contribute to this investigation or help you in any way to understand that I am not responsible for doing anything that I have been accused of, count on me, I am completely available. Where did they get this false accusation from? Has my entire betting history been checked? What were the criteria to arrive at this statement? The money was all mine, what's the point of playing against another player in a scheme? What would I gain from this?

Micha, estou disposta a fornecer qualquer documento ou comprovação, entrevista ou o que for que ajude a provar que não fiz tais atos, esse cassino está equivocado e mal intencionado. Nunca sequer chegaram a me questionar ou explicar o motivo de encerrarem a conta ou sequer buscaram mais afundo para tentar comprovar se de fato fiz algo, porque obviamente arrumaram alguma desculpa para não me pagarem. De qualquer forma que eu posso contribuir com essa investigação ou te ajudar de alguma forma a entender que não sou responsável por fazer nada do que me foi acusado, conte comigo, me disponho completamente. De onde eles tiraram essa acusação mentirosa? Foi verificado todo meu histórico de apostas? Quais foram o critérios para chegar nessa afirmação? O dinheiro era todo meu, qual o sentido de jogar contra outro jogador em um esquema? O que eu ganharia com isso?

Dear amandameport,

The "possible combinations" you mention exist of course, but in your case, it was not a single instance, but multiple games in a row. I assure you that you will not find combinations like that between players who are playing fairly and without any strategy. Due to the evidence I was able to review, you have placed the exact opposite bets as another player for multiple games in a row. That would give players that work together an advantage in the way that if one player lost his bet, the other one would win and that would mitigate the risk for both players.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.