I am requesting a full refund of €4,270 due to the casino’s irresponsible handling of my self-exclusion request.

On [08/05/2025], I sent an email asking for permanent self-exclusion due to gambling addiction. N1 Casino ignored this request and allowed me to continue playing and depositing.

They do not offer a proper permanent self-exclusion system, only short-term options. This violates responsible gambling policies.

After my exclusion request, they allowed me to deposit €1,500 more, but I had already deposited €2,770 before that, during a time when I was actively asking for help and trying to stop.

I am attaching:

– My exclusion request email (with date)

– My deposit history (proving €4,270 in total deposits)

– Screenshots of the casino’s limited exclusion options

N1 Casino is clearly failing to protect vulnerable players. I kindly ask Casino Guru to help recover the full amount of €4,270 and hold this casino accountable.

Dear SafePlayer22,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with N1 Casino GR. I have checked the responsible gambling section in the casino and found the following information:

Self-exclusion limit: You can temporarily or indefinitely exclude yourself from participating in games.

This restriction takes effect immediately after it is set and you will not be able to log into your account until the self-exclusion period expires. To be permanently excluded from gambling on our website, please contact our support team via Live Chat.

Please note that once your account is self-excluded for an indefinite period of time, the reopening of a new account can only be carried out upon your request, after at least one (1) year has passed since the exclusion and after a new agreement has been reached and the necessary procedures for opening the new account have been completed again.

During a Self-Exclusion period, you will not be able to log into your account and withdraw any balance. In this case, please contact our support team at [email protected] in order to initiate the withdrawal process for the remaining amount. Our support team will contact you within a reasonable time with information that will assist you with your withdrawal.

Additionally, it is possible to request self-exclusion directly in your player's account.

Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• When did you inform the casino about your wish to self-exclude?
• Have you explicitly informed the casino that gambling addiction is the reason for self-exclusion?
• Have you tried to set the self-exclusion directly at your casino account?
• Would you be so kind as to forward me the self-exclusion requests that you sent to the casino, together with their responses? My email address is [email protected].  

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.  

Best regards,

Natalia

Please note that www.kpvfaw.com will never ask for any payments or request access to your accounts. If anyone claims to be www.kpvfaw.com personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Dear Natalia,

Thank you for your response and for your willingness to assist.

I would like to clarify the situation regarding my experience with N1 Casino GR:

Self-Exclusion Request:

On May 8th, 2025, I sent an email directly to the casino’s support team requesting the closure of my account due to personal concerns. I requested this clearly via email. Attached is a screenshot of that communication and their reply, confirming the self-exclusion.

Lack of Permanent Exclusion Option on Platform:

On their platform, there are only limited self-exclusion periods (1 day, 3 days, or 1 week), as shown in the screenshot I have included. There was no option to choose permanent exclusion within the account settings. This lack of permanent self-exclusion made it difficult to protect myself adequately.

Continued Access & Deposits:

Despite my email request, I was still able to access my account and make further deposits, which totalled €1,500 after my exclusion request. The casino also continued to send promotional bonus offers, further encouraging play, which I believe is in direct conflict with responsible gambling practices.

Deposits:

I have attached screenshots of several approved deposits, some of them made after the date of my self-exclusion request.

I kindly ask you to take these points into account and help me claim back the money that was deposited after my exclusion request. I believe the casino did not handle my request with the responsibility required, and that their system made it easy to relapse despite my attempt to stop.

Please let me know if you need any further documentation. I truly appreciate your support in resolving this issue.

Kind regards,

SafePlayer22 

Dear SafePlayer22,

I understand your disappointment and the concerns you've raised. However, based on the information currently available, I would like to clarify that simply stating a reason such as "betting was not profitable at all" does not automatically indicate a gambling addiction or qualify as a proper self-exclusion request related to responsible gambling concerns.

In order for us to treat this case as a failed self-exclusion, we would need clear evidence that you informed the casino specifically about gambling-related issues or addiction, and that you requested self-exclusion on that basis.

If you did communicate such concerns to the casino, please forward any relevant proof, such as emails, chat transcripts, or screenshots, to [email protected].

Without a clear and direct mention of a gambling problem, we regret to inform you that we may not be able to uphold your complaint or hold the casino accountable for failing to apply protective measures.

Dear Natalia,

Thank you again for your response.

Following your request for clarification, I am sharing the email I sent to N1 Casino on May 8th, where I requested to be excluded from their platform.

While I did not explicitly mention the word "addiction", I clearly stated that I wanted my account closed via that email, because the platform was no longer safe or beneficial for me. This was a clear attempt to stop my gambling activity, and the intention behind the message is undeniable.

Furthermore, the casino acknowledged my self-exclusion – and then shockingly invited me to contact them again to receive a bonus once the exclusion ends. This action clearly violates responsible gambling practices.

Here is what happened:

I emailed them asking to exclude my account due to harmful personal experience.

They accepted the exclusion.

However, they did not permanently block my account, nor did they follow up to protect me from harm.

After that, I was able to deposit and lose €1,500 more, bringing my total losses to €4,270.

I respectfully request that this case be treated as a failed responsible gambling exclusion, and I ask for full reimbursement of the €4,270 lost, as the casino should have completely blocked my access after such a request.

I’m attaching the screenshot of the email and their reply for your review.

Dear SafePlayer22, I’d like to explain to you what the difference is between closing the account and self-exclusion: 

• Closing an account in general is simple and has almost no impact - the player can reopen the account anytime, and casino has no obligation to the player.  
• On the other hand, self-exclusion due to gambling issues does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problem). 

Based on the evidence you provided, you have contacted the casino only once and haven't mentioned any gambling addiction. You clearly stated that betting was not profitable for you, which doesn't automatically mean an addiction. I want to inform you that we cannot make a case solely based on what you are describing, as we can assist with the refund of lost deposits only in cases where the player explicitly states they are struggling with gambling addiction and the casino fails to take the necessary protective measures. Unfortunately, if you haven't notified the casino about your gambling issue, your funds are considered to be lost during the standard gameplay and cannot be reinstated.

Please let me know if your casino account is still open. In case the casino hasn't blocked it yet, I'd recommend you follow this guideline to request a self-exclusion via [email protected]:

When applying for self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day, hence, if it’s visibly marked, you stand a better chance of having your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have a valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Please inform me about the outcome after you send the self-exclusion request as described. I'd appreciate it if you could CC me ([email protected]) in your email. Thank you.

Dear Natalia,

Thank you for your reply. I’d like to clarify a few key points, as your interpretation does not reflect the full context and responsibility of N1 Casino.

I did request to be excluded from N1 Casino due to gambling issues, which I can prove with screenshots. I reached out via email, asking for my account to be closed to prevent further gambling behavior. While I may not have explicitly used the phrase "gambling addiction" in the initial message, my intent was absolutely clear — I was losing control over my gambling and wanted to stop.

Despite this, N1 Casino failed to act. Not only was my account left active, but I was also allowed to deposit an additional €1,500, and continued to receive marketing emails encouraging further gambling. My total deposits reached €4,270, even after my request for exclusion.

I must stress: It is not the responsibility of a vulnerable player to use perfect legal terminology. It is the casino’s duty, under responsible gambling standards, to recognize clear signs of problem gambling and act immediately — especially when a written request for account closure has been submitted.

Your response suggests that unless a player uses exact wording, the casino bears no responsibility. This position is not only unethical but contradicts best practices outlined by responsible gambling regulators and independent mediators.

Therefore, I request a full refund of €4,270, as these deposits were made after my exclusion request and during a period of vulnerable gambling behavior. If this matter is not resolved appropriately, I am prepared to escalate it through:

– Your licensing authority

– The Malta Gaming Authority (if applicable)

– Casino mediation platforms

– Public forums where I will share detailed evidence of how my exclusion request was ignored.

Please reconsider the case from the perspective of responsible gambling obligations. I look forward to your fair and human response.

Kind regards,

Anna

I'm really sorry, SafePlayer22,  but without proper evidence from your side, we cannot consider this case to be a failed self-exclusion. I would like to clarify again that stating "betting was not profitable" as the reason for closing your account does not constitute a valid indication of a gambling addiction. While we understand this may reflect frustration with losses, it does not meet the criteria of a responsible gambling-related self-exclusion request.

Additionally, I’ve noted that this account closure request was sent only once, and there is no record of follow-up communication or any explicit mention of gambling-related harm or addiction. In order for us to treat a case as a failed self-exclusion, there must be a clear and direct statement from the player indicating a gambling problem, which would have obligated the casino to apply protective measures.

Since the funds were lost during regular gameplay and no direct mention of gambling addiction was made at the time of your request, we unfortunately cannot ask the casino to refund your losses.

When applying for self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day, hence, if it’s visibly marked you stand a better chance of having your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have a valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

In the meantime, you also have the option to utilize our Self-Exclusion Assistance Tool. This tool allows you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm. 

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (http://www.kpvfaw.com/problem-gambling-help-centers#cnt_87=true)

This complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Regards,

Natalia