N1 Bet Casino - Акаунтът на играча не е затворен въпреки искането.

Hello dear Casino Guru Team,

I am contacting you because I have already lost approximately €50,000 at n1bet. I have repeatedly and explicitly asked support to permanently block my account, as I have lost control of my gambling addiction.

Instead of immediately implementing my request, the support team stalled me every time with excuses and other proposed solutions.

Since my account still hasn't been blocked, I gambled away money again today.

I'm at my wit's end and desperately searching for a solution.

I earnestly request your help in this matter.

Hallo liebes Casino Guru Team,

ich wende mich an euch, da ich bei n1bet bereits ca. 50.000 € verspielt habe. Ich habe den Support mehrfach ausdrücklich darum gebeten, mein Konto permanent zu sperren, da ich meine Spielsucht nicht mehr unter Kontrolle habe.

Anstatt meinen Wunsch umgehend umzusetzen, hat der Support mich jedes Mal mit Ausflüchten und anderen Lösungsvorschlägen hingehalten.

Da mein Konto weiterhin nicht gesperrt wurde, habe ich heute erneut Geld verspielt.

Ich bin am Ende und suche verzweifelt nach einer Lösung.

Ich bitte euch inständig um eure Hilfe in dieser Angelegenheit.

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 gcc96xxx,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience.

• Can you still log in to your account?
• Have you clearly informed the casino about your gambling problem by email [email protected] or by chat or any other means?
• Could you forward me the account closure requests that you sent to the casino? My email address is [email protected].

Thank you very much in advance.

Best regards,

Petra

Hello Petra, thank you very much for the feedback.

Yes, I still have access to my account.

Yes, since I've already lost so much money there, I received VIP status and I immediately contacted my VIP manager who is solely responsible for me.

I don't know how to forward all the emails.

I sent the screenshots via email.

Thank you very much and best regards

Hallo Petra, vielen dank für die Rückmeldung.

Ja ich habe noch zugriff auf mein Konto.

Ja da ich so viel schon dort verspielt habe habe ich ein vip status bekommen und ich habe direkt meine vip Managerin kontaktiert die nur für mich zuständig ist 

Ich weiß nicht wie ich die ganzen emails weiterleiten kann.

Ich habe die per Mail Screenshots gesendet

Vielen Dank und liebe Grüße

Thank you for your reply and for providing the previous details, gcc96.

• When did you first contact support regarding the blocking of your account?
• Have you received any written confirmation from support regarding your request, apart from the offered limitations?
• Have you tried any other alternative methods to self-exclude, for example via live chat?
• Could you please provide any additional relevant communication you had with the casino? This may include screenshots, emails, or chat records. You can send all documents to: [email protected] or upload your screenshots in the thread.

In the meantime, I would like to demonstrate how to properly request self-exclusion to prevent similar issues in the future:

When applying for self-exclusion, it is important to clearly state the reason for account deactivation and specify the exact duration of the exclusion. The email subject line should be clearly marked and easy to identify. Casino support teams receive a high volume of requests daily, so a well-structured subject line helps ensure that your request is noticed and processed promptly.

Additionally, I strongly recommend always keeping a copy of your self-exclusion request—whether it is an email confirmation, chat transcript, or screenshot. Having valid proof of your request can be extremely helpful in case of future disputes or misunderstandings.

Example:

Email subject: Self-exclusion due to gambling addiction

Player details:

First name:

Last name:

Date of birth:

Casino username/login:

Email address:

Message:

Dear N1 Bet Casino Support,

I am writing to request immediate self-exclusion from my account and from receiving any gambling-related marketing materials for a minimum period of XXX months/years (or permanently).

The reason for this request is gambling addiction.

I understand and accept that I will not be able to reverse this self-exclusion during the agreed period, and that it cannot be lifted before its expiration.

Thank you in advance for your reply and cooperation.

Hello Petra,

I don't know the exact date; the first time was via live chat, it says 2 weeks.

That was the first time I contacted them.

No, I just wanted them to ban me.

I have now relapsed again since then.

Yes, live chat

I'll send you the screenshots by email.

Hallo Petra,

ich weiß den genauen datum nicht das erste mal war per live chat es steht 2wochen

da habe ich mich zum ersten mal gemeldet

Nein nur das ich wollte das sie mich sperren

ich bin jetzt danach auch wieder rückfällig geworden

ja livechat

per mail schicke ich dir die Screenshots

Dear gcc96,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Munya ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

As part of our Global Self-Exclusion Initiative, we’ve partnered with BetBlocker, a UK-registered charity that provides free support tools for people worldwide. More information about our initiative can be found here:

https://casino.guru/global-self-exclusion-initiative

You can also learn more about BetBlocker here:

https://betblocker.org/

BetBlocker supports seven languages and can be installed on multiple devices in just a few minutes. Once activated, it blocks access to more than 84,230 gambling websites and operates quietly in the background. The service can be used anonymously and helps individuals manage or restrict gambling access safely during vulnerable periods.

Please note that BetBlocker also offers an optional restriction list covering gambling information and review websites, including Casino.Guru. If you currently have an ongoing complaint with a gambling operator, we recommend not enabling that specific option, as it may prevent access to the Casino.Guru website and your complaint thread.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Dear gcc96,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from N1 Bet Casino to join this conversation and assist in addressing the complaint.

Dear N1 Bet Casino,

Could you please provide your comments regarding this matter?

Thank you in advance for your cooperation and for sharing any relevant information.

Dear Munya,

Thank you for bringing this matter to our attention.

We have reviewed the player's account and the relevant communications.

We can confirm that the player contacted our team regarding gambling-related concerns. Following the review of the information provided, the account was closed in accordance with our procedures.

The account remains closed, and the player no longer has access to gambling activity on the platform.

At this stage, we can confirm that the requested action has been completed and the account closure remains in effect.

Thank you for closing the player's account. However, I would appreciate your insights regarding the player's claim that the account remained active after their initial request. They allege that this delay resulted in a financial loss. Your feedback on this matter would be invaluable.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello,

Thank you for your patience, and apologies for the delay in our response.

Dear Munya, we have provided our comments and additional context regarding this matter by email, together with the relevant communication history for your review.

Please let us know if any further information is required from our side.

N1 Bet Casino

Thank you for your email. I have responded, and looking forward to your reaction. Your cooperation is greatly appreciated.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

N1 Bet Casino

Thank you for your response and, most importantly, for your decision to refund the player.

I sincerely appreciate the time you took to reconsider the matter and reach a resolution. This outcome reflects positively on your commitment to responsible gambling and fair dispute resolution, and I believe it speaks well of your brand and willingness to act in the best interests of your players.

I trust the player will now be able to withdraw the refunded balance without any further issues, after which I will consider this complaint resolved.

gcc96

Please take note of the communication from the casino and act as advised. I would appreciate your update once you receive the funds.

Hello Munya, thank you for your efforts. I wrote to you by email.

Hallo Munya, danke dir für deinen Einsatz ich habe dir per Mail geschrieben

gcc96

I have responded to your email and would appreciate your response.

Munya,

I replied to you by email.

Munya,

ich habe dir per Mail geantwortet

Hi Munya, as mentioned before, I was able to continue playing after contacting Casino Guru and still had a loss of €1249.43.

I had lost control

Thank you for your efforts.

Hallo Munya, wie schon erwähnt habe ich nach der anfrage bei Casino Guru noch weiterspielen können und habe noch 1249,43€ verlust gehabt

ich habe die kontrolle verloren gehabt

ich bedanke mich für deinen Einsatz

N1 Bet Casino

Thank you for handling the refund request. However, as the player has mentioned, additional deposits were made prior to the closure of the account, which led to further losses. I would greatly appreciate your insights on this matter.

Dear Munya,

Thank you for your message.

We have responded to your latest comments by email and provided our observations regarding this new development. We will await your feedback and are happy to provide any further clarification if required.

N1 Bet Casino

Thank you for your email. I have since responded.

gcc96

Kindly share the proof of deposits with the casino for their review.

Here are the deposit confirmations.

Hier sind die einzahlungsbestätigungen

N1 Bet Casino

I would greatly appreciate it if you could take the time to review the material provided and share your insights regarding this situation. Thank you for your attention to this matter.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

gcc96

Despite having refunded you your initial request, it is unfortunate that the casino has stopped responding. I am afraid there is little that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this is not a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints may encourage the casino to change its approach. If the casino decides to respond, we will reopen the complaint and notify you by email. In the meantime, I recommend you contact the Curacao Gaming Authority and submit a complaint to them via email ([email protected]). The Gaming Authority might have wider options and tools to assist players. I am sorry I could not be of more help on this occasion.

Regards,

Munya

Casino Guru