N1 Bet Casino - Бонус привилегиите на играча са преустановени.

I have been a member of this casino for 1.5 years, experiencing ups and downs. Two months ago, I was blocked from all possible bonus programs. I am at a high VIP level and play a lot. When I inquired why I was blocked, I was told that my bonus ratio is too high. After reading through the T&Cs, I found no mention of a ratio that can't be too high. So, I asked them to show me in the T&Cs where this is written. They pointed to a section about bonus abuse. However, I have always played fairly and used bonuses appropriately. I made it clear that I use bonuses but do not abuse them, to which they again said that my ratio is too high. And yet, this is not mentioned anywhere in their T&Cs. Therefore, this casino is operating against its own T&Cs. The bonuses I have earned through my VIP level, etc., have now accumulated to approximately €5000. Please help.

Ich bin seit 1.5 Jahren in diesem kasino,mit ups and down,vor 2 monaten wurde ich von allen möglichen bonus programmen geblockt,ich bin hoch im vip level spiele viel,auf meine nachfrage warum ich blockt wurde hies es meine bonusration ist zu hoch,nach dem ich mir die AGB durchgelesen habe stand da nichts von eine Ratio die nicht zu hoch sein darf.somot fragte ich das man mir doch in den AGB zeigt wo dies geschrieben ist,zeigte man mir einen abschschnitt wo es um missbrauch der bonuse geht,da ich aber stehts fair spiele aber bonuse benutze habe ich das deutlich gemacht das ich bonuse nutze aber nicht missbrauche,wobei es wieder hies,ja aber meine ratio ist zu hoch,und nochmal das steht niergends in deren AGB,also arbeitet dieses kasino gegen ihre eigenen AGB,meine bonuse die ich bis dahin durch vip level etc verdient habe sind mitlerweile auf c.a 5000€ angestiegen,bitte helft

Dear CroCop84,

Thank you for submitting your complaint. I'm sorry to hear about the challenges you're facing.

Please understand that we cannot penalize the casino for revoking your bonus privileges. Casinos, as a general practice, reserve the right to restrict or close player accounts if they suspect irregular play, engage in questionable activities, or for no specified reason.

It's important to note that casinos are not obligated to provide bonuses, and the privilege of receiving them can be limited or withdrawn at any time without notice. While it would be ideal to inform players of new restrictions, unfortunately, it is not a standard practice.

Feel free to provide any additional information I may have overlooked. However, if not, I regret to inform you that I may have to reject your complaint as unjustified. I appreciate your understanding and look forward to your reply.

Best regards,

Petronela

Hello Petronella,

I understand that, but as I said, it can't be legal for the casino not to operate according to its own terms and conditions. I do use bonuses, yes, and they are offered by the casino. I've asked several times why and the answer was always that my ratio is too high, but there is no point in the terms and conditions that indicates this. Since I use bonuses but don't abuse them, it is not decided according to the terms and conditions. I play a lot and the chance of me winning tournaments is high, you are automatically registered for these tournaments, so to be honest, it's not my fault. You are bombarded with promos to play and if you do that and win tournaments you are punished, there is no logic behind it, I just want to be treated fairly and respectfully. I pay between 2000 and 3000 every month, so I expect at least fair treatment.

Hallo Petronela,

Das verstehe ich,aber wie gesagt es kann ja nicht legal sein das das Casino nicht entlag seiner eigenen AGB arbeitet,ich nutze Bonuse ja,und sie werden ja auch vom Casino angeboten,ich habe mehrfach gefragt warum und die antwort war immer meine Ratio ist zu hoch,aber es gibt keinen Punkt in den AGB der darauf hinweist.da ich bonuse nutze aber nicht missbrauche ist es nunmal nicht den AGB entlang entschieden,ich spiele sehr viel und die chance das ich turniere gewinne ist damit hoch,man wird automatisch in diese turniere angemeldet,also mal ehrlich da kann ich dann auch nichts dafür,man wird mit promos zugeschüttet das man spielt und wenn man das tut und turniere gewinnt wird man bestraft,keine logik dahinter,ich möchte nur fair und respektvoll behandelt werden,ich zahle zwischen 2000 und 3000 jeden monat ein,da erwarte ich wenigstens eine faire behandlung.

Also it is N1 Bet and not N1 🙂

Ausserdem ist es N1 Bet und nicht N1 🙂

Dear CroCop84,

Thank you for your response and for providing more details about your situation. I understand how frustrating this is for you.

I understand your concerns regarding the application of the casino's terms and conditions, especially in relation to your eligibility for bonuses and the explanation provided to you about your bonus ratio. However, after reviewing your case, I must inform you that we cannot compel the casino to grant or reinstate bonuses. The terms and conditions you referenced often include clauses that allow the casino to adjust or revoke bonuses at their discretion, especially if they suspect patterns of play that they deem to fall outside their acceptable use policies.

While I recognize that this is disappointing to hear, it's important to remember that bonuses are a promotional feature provided by the casino and are not a guaranteed right. Casinos typically have broad discretion to limit or remove bonus access, especially in cases where they believe there may be a risk to their operations, even if the actions taken do not appear explicitly outlined in the terms and conditions.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding. 

Best regards,

Petronela

Casino.Guru