The player from Baden-Württemberg had won €4,500 in the Pragmatic Spring Battle tournament, which had ended on April 30th, and according to the rules, he should have received his winnings within 72 hours. The 72-hour period had passed without any payout. After a one-week delay, he eventually received his winnings, but he expressed dissatisfaction with the lack of communication and the casino's handling of the situation. The issue was resolved successfully, and the complaint was marked as 'resolved' by the Complaints Team.
N1 Bet Casino - Player's winnings are delayed after tournament.
Amount: €4,500
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 days ago
Public
Public
1 week ago
Translation
Hello,
The Pragmatic Spring Battle tournament ended on April 30th. I came 4th and won €4,500 no wager. According to the tournament rules, winnings are paid out within 72 hours. The 72-hour period is over and I still haven't seen any money. While we players are immediately punished if we violate the general terms and conditions or rules, the casinos or providers are never punished. That can't be right.
Automatic translation:
Public
Complaint Resolution Center Team Lead
Public
6 days ago
Dear CroCop84,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with the tournament payout.
To further assist you with your issue, could you please clarify the following:
- Can you provide any screenshots or evidence of your tournament placement and the terms regarding payouts?
- Do you have any previous experience with delays in tournament payouts from this casino?
Your cooperation in providing these details will help us investigate and work towards a resolution.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Kristina
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6 days ago
Translation
Hello Kristina,
Yes, I took screenshots during the tournament and afterwards. I have won several times in these tournaments so far and it was never a problem. Now they don't give me a reason and say it's complicated. And when I ask something, I don't get an answer. I am 1000% sure that I didn't break any rules. I think my winnings are simply being withheld for no reason. As you can see, the screenshots were taken after the tournament.
Automatic translation:
Public
Complaint Resolution Center Team Lead
Public
2 days ago
Thank you very much for your reply, CroCop84. Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.
Public
Public
2 days ago
Translation
Hello Kristina,
I have now received my money, but only after a one-week delay.
But that still doesn't mean that I'm satisfied, because as soon as we players stray even a millimeter outside the general terms and conditions, we are immediately punished, and casinos and game providers can carry on without consequences. Normally I'm entitled to a daily interest rate.
Automatic translation:
Public
Complaint Resolution Center Team Lead
Public
2 days ago
Dear CroCop84,
I understand the situation was frustrating, but at least you received what was rightfully yours. Perhaps there were some technical difficulties on the casino's side, as this has not happened before, but I'm glad to hear that your issue has been resolved successfully, even if it was later than expected.
I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Kristina
www.kpvfaw.com
