N1 Casino - Выигрыш игрока аннулирован.

Hi there

I received 60 free starburst free spins at casino N1 yesterday morning. These were without Max win labeling.

I won € 135 with the 60 games. The wager was 50x ie around 6500 € with a maximum of 5 € per spin.

I reached this wager and won € 3000. With these 3000 € I put myself up to 32000 € in the course of the day. I also have a screenshot.
N1 has verified me but now they have confiscated all profits with the following EMAIL:

Dear friend,

Sorry, but you have breached our Terms & Conditions since you have an IP duplicate account.
By administration decision, all the winnings were confiscated, bonuses are not available for you anymore.

Thank you for understanding,
N1 Casino Support Team

-

I don't have 2 accounts. I don't know why 2 IP addresses could be noted. Yesterday I played almost exclusively from my home wifi and once at the car wash from the LTE.
was played exclusively on cell phones.

I'm afraid the casino doesn't want to pay out because the money was earned from playing for free.

Please help me.

kind regards

Hallo 

ich habe gestern Vormittag 60 gratis Freispiele für starburst bei dem casino N1 erhalten. Diese waren ohne Max win Kennzeichnung. 

ich habe mit den 60 Spielen 135€ gewonnen. Der Wager waren 50x dh ca 6500€ mit maximal 5€ je Spin. 

Diesen Wager habe ich erreicht und dabei 3000€ gewonnen. Mit diesen 3000€ habe ich mich im Laufe des Tages auf Sage und Schreibe 32000€ hochgespielt. Screenshot habe ich auch. 
N1 hat mich verifiziert aber nun haben sie alle Gewinne konfisziert mit folgender EMAIL: 

Dear Friend,

Sorry, but you have breached our Terms & Conditions since you have an IP duplicate account.
Per Administration decision, all the winnings were confiscated, bonuses are not available for you anymore. 

Thank you for understanding,
N1 Casino Support Team
 

——

Ich habe keine 2 Accounts. Warum 2 IP Adressen vermerkt sein könnten weiß ich nicht. Ich habe gestern fast ausschließlich vom heimischen wlan gespielt und einmal kurz an der Waschanlage aus dem LTE. 
gespielt wurde ausschließlich über handy. 
 

ich fürchte das Casino möchte nicht ausbezahlen da das Geld aus gratis spielen erspielt wurde. 

Bitte helfen Sie mir. 
 

herzliche Grüße 

Dear Simon,

Thank you for submitting your complaint and I am sorry for your unpleasant situation. I would like to ask you a few questions to fully understand this case. Have you completely passed the casino verification process (KYC)? I am wondering if you are aware that most casinos allow the player to only open one account, which often also means that only one account per IP address and household is allowed. Also, could you forward the communication between you and the casino, especially saying that you breached the casino’s terms, to satrio.y@casino.guru?

I hope I will be able to help you as soon as possibleThank you very much in advance for your reply.

Best regards,

Satrio

Guten Morgen Satrio und gleich mal herzlichen Dank für die schnelle Antwort 

meine Verifizierung ist anstandslos erfolgt. 

ich habe ausschließlich ein Konto angemeldet. Es besteht keine Möglichkeit dass mim Haushalt noch eine weitere Person angemeldet ist. 

 

hier mal die Kopien der Chats mit N1 

gerne würde ich auch screenshots hochladen aber ich weiß nicht genau wie das funktioniert auf eurer Seite? 
 

Simon

Sun, 02/16/20 7:38 pm

i have no idea what you're talking about. I have an account and I only use it with a cell phone.
I will not accept this because it simply does not correspond to the truth. you simply do not want to make the payment because it is a lot of money. I will defend myself here because your allegations simply do not apply.

Von meinem iPhone gesendet

Jan

Sun, 02/16/20 7:12 pm

Dear Simon,

Let's get the whole case straight.
Our T&C states that "Each player can create only one personal players account per person, household address, email address, telephone number, IP and shared computer." 
That means that whenever players account has a duplicate associated through one of the methods stated above, it's considered and is, in fact, a violation of T&C.

Your account reflects multiple duplicates per one of the criteria listed above. That's why funds were confiscated. 
Multiple duplicates were found by the automated security system. Keywords here are "multiple" and "automated" - data was gathered without much of a room for an error and the amount of gathered duplicates data gives enough evidence to trust automatically gathered findings and enforce T&C.

Shortly speaking, the security system found a significant amount of evidence(which we do not share with the violator himself) that made the financial team enforce T&C.
We understand your frustration, though, we can't violate our own T&C even further and assist you in this matter.

Please note that we won't be able to maintain prompt further communication on the same matter over and over again.
Hope you understand.

Kind regards
N1 Casino Support Team

Simon

Sun, 02/16/20 4:52 pm

But I have no duplicated Account !!! I play in my home internet only me by my smartphone and 1 hour I go out of my house and then I played Mobile in LTE 

Why do you think I have two accounts???

Von meinem iPhone gesendet

Lisa

Sun, 02/16/20 4:47 pm

Dear Friend,

Sorry, but you have breached our Terms & Conditions since you have an IP duplicate account.
Bonuses are not available for such accounts, so you can't get back winnings from the bonus money


Thank you for understanding,
N1 Casino

Hi Simon,

Thanks for your reply. I have contacted the casino representative regarding this issue and hopefully, they will get back to us soon.

Regards,

Thank you very much SatRio :-))

Vielen Dank SatRio :-))

Hello there, 

Dear Simon, 

By check of your account we figured out more than one accounts have been registered per one IP address. All of them received bonuses what contravenes our general bonus terms and condition that states Only one bonus is awarded per person (e-mail or IP address), unless stated otherwise. 
https://www.n1casino.com/terms-and-conditions

With reference to point of our general bonus terms and conditions the win from a bonus has been confiscated.
You can continue playing without bonuses. I apologize for the frustration you've been experiencing with this. If you have any more question, please contact us here.

Dear Casino Guru Complaints Team, let me, please, know if any additional information is required.

Thank you for your understanding and cooperation, as always.

Kind regards, 
N1 Casino 

 

Dear N1 Casino,

Please provide relevant evidence that the player breached the casino's terms and conditions to satrio.y@casino.guru. Thank you in advance.

Best regards,

Hello dear N1 Casino and first of all thank you very much for your answer.

I can only assure you again and again that you are wrong with your assumption. I did not make a second registration.

I would be very grateful if you could explain the reasons for your assumption to me.

hallo liebes N1 Casino und erstmal herzlichen Dank für Ihre Antwort. 
 

Ich kann Ihnen nur immer wieder versichern, dass Sie mir Ihrer Annahme falsch liegen. Es wurde keine 2. Anmeldung von mir vorgenommen. 
 

Ich wäre sehr dankbar, wenn Sie mir die Gründe für Ihre Annahme dar legen könnten. 

Hi Simon,

The casino managed to contact us through email and I am wondering if you ever use any additional software such as VPN or something similar for masking the IP address? Many thanks

Hello Satrio thank you for your message.

Unfortunately I don't even know what that means technically? I use my WiFi as normal with my smartphone.

Many greetings

Hallo Satrio vielen Dank für deine Nachricht. 

Ich weiß leider nicht mal was das technisch bedeutet? Ich benutze ganz normal mein wLan mit meinem Smartphone. 

viele Grüße 

Hello Satrio

I just asked what you mean with VPN.

No, I have not used any VPN or other software in this direction.

I have normal wireless internet at home via a router and I used it with the Safari browser on my iPhone. When I was away I used LTE German Telekom.

Many greetings

Hallo Satrio 

ich habe mich eben erkundigt was du meinst mit VPN. 

Nein ich habe keinerlei VPN oder andere Software in diese Richtung benutzt. 

Ich habe normales Wireless Internet zu Hause über einen Router und dieses habe ich benutzt mit dem Safari Browser auf meinem IPhone.  Als ich unterwegs war zwischendurch habe ich LTE deutsche Telekom benutzt. 
 

viele Grüße

Dear Simon,

Apologies for the delay. We have received the evidence from the casino, that there are multiple accounts that have been created with the identical IP address as yours and a couple of those accounts are claiming the same bonuses. But unfortunately, they do not allow us to share this evidence with you, I hope you understand this. Anyhow, we would like to perform another examination to make sure the evidence from them is valid.

By this chance, I would like to ask if you could send me proof that you pass the KYC or verification process (with your documents submitted) in the casino as you mentioned. Also, could you please send me a screenshot of your profile info (especially on the section "active sessions" which shows your IP address there) to my email? Thank you in advance.

Best regards,

Satrio

Hello satrio

thank you for the message.

this "evidence" cannot apply because I definitely don't play with multiple accounts.

I will immediately send everything you have requested via email.

Many greetings

Hallo satrio 

vielen Dank für die Nachricht. 
 

diese „Beweise" können nicht zutreffen da ich definitiv nicht mit mehreren Accounts spiele. 

ich sende sofort alles was du gewünscht hast Per email. 
 

viele Grüße 

Hi Simon,

Thank you for sending the screenshots to us. We are now still waiting for the explanation from casino representative.

Best regards,

Hello Satrio, hello N1,

My internet provider has now confirmed to me that I have a dynamic IP. That means I am regularly assigned new IPs. So it is possible that a previously assigned IP has now received another player from N1 and it looks for N1 as if I have registered 2 accounts under this IP. My IP changes every day and this is confirmed by the provider. Maybe this helps with the decision?

Kind regards to the N1 Casino

Hallo Satrio , hallo N1, 

mein InternetAnbieter hat mir mittlerweile bestätigt dass ich eine dynamische IP habe. Das bedeutet mir werden regelmäßig neue IP zugewiesen. Somit ist es möglich dass eine früher mit zugewiesene IP nun ein anderer Spieler von N1 erhalten hat und damit sieht es für N1 so aus als ob ich 2 Konten angemeldet habe unter dieser IP. Meine IP wechselt täglich und das ist durch den Anbieter auch so bestätigt. Evtl hilft das bei der Entscheidung? 
 

Herzliche Grüße auch an das N1 Casino

Hello Satrio - is there any news?

Many greetings

Hallo Satrio - gibt es denn schon Neuigkeiten? 
 

viele Grüße 

Hello Casino Guru - Hello N1

for 2 weeks no answer from the casino.

Do you need further documents?

Hallo Casino Guru - hallo N1 

seit 2 Wochen leider keine Antwort mehr durch das Casino. 
 

Benötigen Sie noch weitere Unterlagen?

Dear Simon,

Thank you for sending us the screenshots. The casino has finally responded to us. They provided us with further evidence and after examining all the key factors also, compared with your evidence, it is clear that your account is unnaturally associated with other accounts. This violation leads to the confiscation of any gained winnings and active bonuses. Simon, we understand your frustration, though, there is nothing much we can do except to reject this complaint. 

Best regards,

Satrio