N1 Casino - Депозитът на играча се забавя и достъпът до акаунта е ограничен.

I deposited €50 directly through Trustly when I went to the casino, and when I started confirming the terms, the site wouldn't let me proceed, and the Accept button didn't work. I couldn't log back into the account because I couldn't provide any other information except for the Trustly login. You can't log in with Trustly unless you're making a deposit; it won't work just for logging in, and it probably wouldn't work even if I made another deposit. The chat support intended to contact the support team to get my money back. They instructed me to create a new gaming account and provide the deposit details I made, stating that the funds would appear in my gaming account after a few hours. But now it's been about a week, and the money hasn't appeared, and they no longer respond to emails. I've been in chat probably three times and sent 2-3 emails, but nothing progresses. I've attached an image of the deposit details.

Talletin suoraan trustlyn kautta 50e kun menin kasinolla ja kun aloin vahvistamaan terms niin sivusto ei päästänyt eteenpäin ja hyväksy nappi ei toiminut. En päässyt sitten enään uudestaan kirjautumaan tilille kun en saanut laitettua mitään muita tietoja sinne kun trustlyn kirjautumisen ja ei pysty kirjautumaan trustlylla kuin tallettaessa ei pelkästään kirjautumaan ja se ei varmaan toimisi kuitenkaan vaikka tallettaisin lisää. Chatista aikoivat olla yhteydessä supporttiin että saisin rahat. Käski chatista tehdä uuden pelitilin ja laittaa tiedot talletuksesta jonka tein ja sanoi että rahat tulee muutaman tunnin viiveellä pelitilille mutta nyt on jo kai mennyt viikko eikä rahoja ole tullut eivätkä vastaa enää sähköpostiin. Olen ollut varmaan 3 krt chatissa ja lähettänyt 2-3 sähköpostia eikä asia etene koskaan. Laitan liitteeksi kuvan talletuksen tiedoista.

Dear jony90,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with N1 Casino.

I went over the information you provided, please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please share a screenshot of your transaction history from your newly created account to confirm your 50€ deposit hasn't been credited yet?
• Do I understand correctly that after unsuccessfully trying to register using the 'pay and play' option you proceeded with the standard registration form in the casino?

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,

Tomas

A picture of the wallet and history and the trustly link was where I deposited, pay and play.

Kuva lompakosta ja historiasta ja trustly linkki oli minkä kautta talletin maksa ja pelaa.

Thanks for the explanation.

Has the deposit been credited since your last reply?

Please let me know.

It has not been credited to the game account or bank account.

Ei ole hyvitetty pelitilille eikä pankkitilille.

Thank you very much, jony90, for providing the necessary information. I will now transfer your complaint to my colleague Peter ([email protected]) 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 there,

Thank you jony90 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask N1 Casino for their help in resolving this complaint. We would like to know what is the issue with the deposit and what can we do to help the player receive their funds.

Thank you!

Hello,

You were informed that we contacted the finance department to understand the issue. Sadly, you didn't contact us again.

We do not see any issues with logging into your account. The deposit issue is solved. Could you please clarify which problems are still relevant at this time?

Now the money appears in the game account so the problem is solved. However, I suspect that the problems will continue when withdrawing, for example, after all this, they dare to tease you by asking for account confirmation. I hope they understand the fairness in this matter. Thanks to the guru for handling the matter.

Nyt raha näkyy pelitilillä joten ongelma on ratkennut. Epäilen kuitenkin että kotiuttaessa ongelmat jatkuu esim. kehdataan kaiken tämän jälkeen kiusata vielä pyytämällä tilin vahvistusta. Toivottavasti ymmärtävät kohtuuden asiassa. Kiitoksi gurulle asia käsittelystä.

Dear jony90,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Peter