Joo Casino - Печалбите от турнира на играча остават неизплатени.

Casino Complaint – Unpaid Pragmatic Play Tournament Prize

Casino: N1bet

Game Provider: Pragmatic Play

Issue Type: Unpaid tournament winnings

Date of Tournament: March 5, 2025

Time Passed: ~4 weeks

Complaint Description

I am submitting this complaint regarding an unpaid Pragmatic Play tournament prize.

I won a Pragmatic Play tournament on March 5, 2025. The tournament was completed normally, and support has confirmed that there was no issue with the tournament itself.

After the tournament was completed, N1bet later informed me that my account was restricted from receiving future bonuses, VIP benefits, and tournament participation due to an "administrative decision" related to my bonus-to-deposit ratio.

I fully accept this restriction for future bonuses and tournaments.

However, this restriction was communicated after March 5 and is now being incorrectly used to withhold a tournament prize that was already earned before the restriction was applied.

N1bet support has repeatedly:

Avoided confirming my final position and prize amount

Replied with the same generic message about future bonus restrictions

Failed to provide any concrete reason, rule, or timeframe for payment

Confirmed that I am allowed to withdraw my winnings, yet still not credited the tournament prize

A completed tournament prize is not a bonus and cannot be withheld retroactively due to bonus or VIP restrictions.

Despite more than 4 weeks, multiple live chat conversations, and repeated escalation claims, the prize remains unpaid.

What I Am Requesting

I am asking Casino.Guru to assist in obtaining:

Confirmation of my final tournament position and prize

Payment of the Pragmatic Play tournament prize won on March 5, 2025

I have saved full chat logs and screenshots showing repeated avoidance and contradictory responses from support, which I can provide upon request.

Thank you for your assistance.

Kind regards,

Simen

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear damixa,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue regarding unpaid winnings from the Pragmatic Play tournament.

To better understand your situation and assist you further, could you please provide more details by answering the following questions:

• Have you received any notification regarding the status of your prize?
• Do you have any additional relevant screenshots, game or tournament history, or information about how and when the rules were applied that could support your case?
• Could you please confirm whether the tournament took place in March 2025 or March 2026, as there appears to be conflicting information in your complaint?

Thank you very much in advance for your reply.

Best regards,

Petra

Dear damixa,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petra
Casino.Guru