N1 Casino - Výhry hráče byly zabaveny kvůli vkladu zaslanému z kreditní karty třetí strany.

Dear Casino Guru,

My girlfriend and I are registered by Dutch law as having the same status as married people do. We are together for over 20 years, we bought a house together, we have three children and we share everything except the same surname. This includes bank accounts registered on our own names.

My girlfriend created an account at N1 Casino and I deposited the money (only € 20). We played every night for a couple of hours, we cleared the wager and our balance reached about € 200. We decided to withdraw € 50 and play on with the rest. We uploaded the required documents including the address proof and ID of my girlfriend and the proof of deposit from my bank account. Instead of paying out the money N1 Casino took our whole balance. My girlfriend received the following email:

Dear friend,

Informing you that we found out that you have used the 3rd party payment system. Using the 3rd party payment systems is prohibited. You must make deposits only from a bank account, bank cards, e-wallets or other payment methods that are registered in your own name.

Due to that violation we confiscated your winnings.

N1 casino did not only confiscate our winnings as stated but also confiscated the money we deposited. We tried to explain how our relation is and asked how we can get our account activated again/how we can get our balance back. We can prove everything we stated. We get no response via mail and received only copy pasted standard answers in chat stating: "violation + decision is final"

By the Dutch law we share everything including bank accounts. We offered to proof that, but N1 Casino is not interested.

We really would like Casino Guru to help us with the following:

- Could you help us/mediate in getting our full balance back?

- if not, could you have N1 Casino to transfer the deposit of € 20 back.

Apparently N1 Casino can accept deposits without any restrictions and/or verification. In the withdrawal phase it is completely the opposite. Probably this is legally possible but not fair or ethical in most people's standards (sore loser). We learned this the hard way. What we don’t understand and find totally unacceptable is why N1 Casino does not transfer back what is left of the deposit money and terminate the account in case of violation of their terms. We feel like N1 Casino is stealing our money.

Yours sincerely,

M&D

Dear Marjolein,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem, but please understand that you breached multiple main rules. Most casinos don’t accept deposits from 3rd parties, however they sometimes make an exception if it is a joined bank account. By registering an account, you agree to terms and conditions of the casino. In this specific case there is written (https://www.n1casino.com/terms-and-conditions): 

„Casino does not accept third party payments. You must make deposits only from a bank account, bank cards visa/mastercard, payment systems skrill/neteller or other payment methods that are registered in your own name. If we determine during the security checks that you have violated this condition, your winnings will be confiscated and original deposit returned to the owner of the payment account. The company is not responsible for the lost funds deposited from third party accounts. "

In addition to this, another, very important rule was violated:

"Each player can create only one personal players account per person, household address, email address, telephone number, ip and shared computer. Creating multiple user accounts by a player will lead to termination of the accounts and confiscation of any gained winnings and active bonuses. The player should register personally. The player shall not provide access to his user account or allow using the website to any third party including but not limited to minors."

Since you and your wife shared one casino account, you breached one of the most basic rules, which almost each casino has. We believe that the casino voided your winnings rightfully and I’m afraid it is an irreversible process.

Could you please indicate whether you made a deposit of €20 from your joined or personal bank account?

Looking forward to hearing from you.

Best regards,

Kristina

Dear Kristina,

Thank you for your quick reply and substantiated answer.

I'm not debating we violated their rules. I'm mentioning their rules are not compliant to our law. We used their casino in the same way we do many things on a daily basis. I also wanted to state that the reasons the rules were made to begin with (like laundring money etc) are not applicable to us. From this persecptive and from an ethical point of view in general, N1 casino should do their mandatory persona check before alowing people to play and not after they have to pay out money.

My primary goal however is to get back the money I deposited. Voilating their rules doesn't mean they can confiscate more than the winnings. The least thing N1 could and should do is to terminate an account when rules are violated and transfer the deposit back.

The deposit was made from a personal bankaccount.

Yours sincerely,

Marjolein

Marjolein, please understand, this is not how casinos work. Players shouldn't share one casino account created in their own name with someone else, and this has nothing to do with the laws in your country, or your lifestyle.

Before we contact the casino, would you be so kind and, please, specify whether both of you have legal rights to use that one personal payment method used to make the deposit?

I don't mean that you've allowed each other to use it. What I mean is that this has to be confirmed by the bank (or other institution which issued the payment method) officially, that both of you can use that one account, and both your names are stated as the owners of the account.

Dear Kristina,

First of all, I would like to thank you for time you spend on this case. N1 casino should be the one answering or have a platform like Casino Guru. It illustrates what kind of casino it is. Just don't answer seems their policy.

We created an account together and always played together. Just like you play roulette and slots together in real life casino's. On Twitch I saw that DeuceAce played on the account of Roshtein on N1 casino multiple times. Apparently other rules apply to high rollers.

I don't know if the bank confirmed that we can use each others accounts. If one of us dies we certainly can. We have insurances at our bank registered on both names. I don't understand why this matters anyway. It's the casino's rules that you are not allowed to deposit money on an account created with the email address of your wife. That doesn't make it their money if you do. They should just transfer it back regardless of whether it's a legally shared bank account. Why would there be a problem to begin with if it was a shared bank account.

Yours Sincerely,

Marjolein

PS Imagine someone who is 17 years old pays money to buy casino sheets or a beer. The cashier takes the money, asks for his ID, sees that this person is not old enough and doesn't give the money back because he violated the rules.

Marjolein, thank you for your kind explanation. We, of course, think that the deposit should be returned (especially when this is stated in the T&Cs).

However, there might be a small chance of saving the winnings if you are both legally acknowledged as the owners of that payment method (taking into account that this was agreed upon before using it to make the deposit), but it seems that this is not the case here.

Dear Marjolein,

We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.