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Hi ▇▇▇▇▇▇ - welcome to CasinoReviews.com!

Please read our Complaint Guidance and Complaint FAQs to ensure that you fully understand how our complaint management process functions.

As this report will ultimately be published, your username cannot contain information that could be used to identify you, like parts of your name, your date/year of birth or email address. Could you please pick a new username and we'll change it for you?

As we are the ADR for the N1 Interactive Ltd license under the Malta Gaming Authority license there is certain information we have to provide you now.

You can find all the relevant information about this service here – https://casinoreviews.com/terms-of-use

To summarise.

– Use of this service does not preclude your seeking redress through court proceedings .

– This service is free to use for both the complainant and operator.

– At any point during the procedure the submitting party retains the right to withdraw their complaint. This does not preclude our right to continue the discussion with the involved operator of general issues related to the complaint (i.e. insufficiently clear terms and conditions).

– You are not obliged to obtain independent or legal advice or representation, though you may choose to do so.

If you have any questions about the above, let us know.

Please forward all communications you have had with the operator, including any documents you may have submitted during verification, to complaints@casinoreviews.com.
Please use the forward function on your emails rather than taking screenshots.

Thanks,
CasinoReviews.com Complaints Team

Hello CasinoReviews Team,

Thank you for your email and for explaining the ADR process.

I would like to request that my username be changed to the following, in accordance with your privacy requirements:

New Username: Org91

I confirm that I understand the ADR process, including my right to pursue court action independently and to withdraw the complaint at any time.

As requested, I will forward all communications I have had with N1 Casino, including emails, my formal complaint, and any relevant documents, directly to complaints@casinoreviews.com using the email forward function.

Please let me know if you require any additional information or evidence regarding my blocked account, withheld funds, or the Bet Fees applied to German players.

Thank you for your assistance.

Kind regards,
▇▇▇▇▇▇▇▇▇▇▇▇

Hi Org91,

Thank your for your submissions.

We need the identification information to be included as an attachment and we need the PDF to be attached as a PDF not a screenshot from your phone. As explained previously we need any documents you may have submitted during verification and we need the original ones.

We also haven't received the original email threads with the operator. Please forward them by using the forward function on your email and not screenshots.

Thanks,
CasinoReviews.com Complaints Team

Hi Org91,

Thank you for providing that information. Sadly there is nothing we can do to assist you with this matter.

There are three key issues with your case which we will detail below:

i) You have already submitted your claim to the MGA. The regulator's authority supersedes our own. If they are already reviewing a case, the issue is removed from our jurisdiction.

ii) At its core, this issue really seems to relate to N1 Casino not holding a German gambling license. The Malta license, which they do hold and which we are empowered to enforce, does not prohibit licensees accepting players from Germany. Where you are looking to enforce German regulatory standards, you would need to speak to the German regulatory, not the Maltese regulatory complaint management process.

iii) The regulation that you quote in your communications with the operator and attribute to the Player Protection Directive 2021, is not included in the Player Protection Directive, which can be found here - https://www.mga.org.mt/app/uploads/Directive-2-of-2018-Player-Protection-Directive.pdf - and in fact, there is no Player Protection Directive of 2021 issued by the MGA.

However, even if the requirement you quote was included within the MGA regulatory framework, it would not support your claim. You are asserting that the operator is charging a fee for German players due to German tax, which would be a statutory obligation that the operator is passing on. However, the operator's terms do not in fact state that the fee is being charged for this reason, simply defining it as a fee. Given that the operator is not based or licensed in Germany, they likely are not German tax. This "fee" will be due to the higher cost involved in processing payments from German players given the German government's position of prohibiting gambling operators that are not directly licensed in Germany. This is not a "fee... imposed on players in place of statutory obligation" as it is not going to pay German tax. It is simply an additional cost to the business when supporting players in German.

The above provides the grounds upon which we could not intervene in your case, and even where we could, would be unable to support your claim.

Sorry we cannot be of further assistance.

CasinoReviews.com Complaints Team

Hello CasinoReviews Complaints Team,

Thank you for your previous response, however I must clarify that your conclusions are incorrect and do not reflect the actual situation.

1. The MGA is not reviewing my case.

The MGA explicitly informed me and my laywer in writing that my issue is not being processed by them and that I must address it directly with your ADR service, as you are the officially appointed dispute resolution entity for this operator.

Here is the exact wording from the MGA:“Since this is not a compliance issue, it falls under the remit of Alternative Dispute Resolution (ADR) entities.A resolution regarding your funds would be handled by a separate ADR investigation.The approved ADR provider for your case is CasinoReviews**

Therefore, your claim that the case is “removed from your jurisdiction because MGA is handling it” is factually inaccurate.

2. My complaint is not about German licensing.

My core issue is simple and fully within ADR scope:

Immediately after submitting my complaint, the operator blocked my account,

withheld my remaining funds,

and restricted access to my own account data.

This is a clear consumer dispute and falls 100% under standard ADR procedures.It is not a regulatory licensing dispute, nor is it limited to German jurisdiction issues.

3. The operator’s actions demonstrate retaliatory behavior.

Blocking a player’s account and freezing funds immediately after a complaint is submitted is a severe breach of fair treatment principles under MGA B2C standards.

If such actions do not fall within ADR review, then the ADR system offers no real protection for players.

4. Your dismissive response is extremely disappointing.

Instead of evaluating the facts, the response appears to defend the operator and avoid addressing:

the unjust account closure,

the withheld balance,

the lack of transparency regarding the “Bet Fee”,

and the retaliatory behavior following my complaint.

I kindly request that you reevaluate my case based on the actual facts, not on assumptions.

Please confirm whether you will properly process my dispute as the designated ADR provider, or whether you decline to do so—so I can forward this refusal to MGA together with supporting documentation.

I look forward to a professional and accurate reassessment of my complaint.

Regards,

▇▇▇▇▇▇▇▇▇▇▇▇

Hi Org91,


1. Which is fine. That's why we provided a fuller review, of our position on this matter, in case your description of your interaction with the regulator was incomplete. Under the circumstances, we are not declining to review your complaint, we're stating clearly and unequivocally that your complaint lacks the merit for us to seek payment from the operator.


2.  Your complaint relates to you citing German tax law, which does not fall under MGA supervision.


3.

The operator are a private business, and are within their rights to terminate access for any customer, including under circumstances where they feel the customer has become more of a burden to manage due to complaints than they are willing to engage.

The ADR system is not here to force private businesses to continue accepting your custom. It's here to make sure that any funds at the time of closure are appropriately managed.



4. You have already received a full response from us regarding this matter. Your claim lacks merit to justify the payment you are seeking.

We're sorry you are unhappy with the outcome of your submission, but there's nothing further we can do to assist you.

CasinoReviews.com Complaints Team

👏👏👏 I was not expecting something else…You are a great support for casino.That s why they do like that with clients because they know have your support …anyway that not stopping here …

Have a nice day !

This service is here to enforce MGA licensing standards, not German law.

I am submitting this complaint regarding N1 Casino, which has blocked my account and withheld my funds after I raised a formal complaint about their practices.
Blocked Account & Withheld Funds:

On 9.11.25 and 10.11.25 deposited a total of €1,500 into my N1 Casino account.

After submitting a formal complaint to N1 Casino on 10.11.25  my account was immediately blocked, and I have been denied access to my funds and account data.

Despite repeated attempts to contact N1 Casino support, I have received no satisfactory resolution.

Unlawful Bet Fees:
N1 Casino imposes a 5.3% “Bet Fee” exclusively on players residing in Germany.

This practice is unlawful because:

Under German consumer and tax law, gambling taxes must be paid by the operator, not the player.

It violates the Malta Gaming Authority’s Player Protection Directive (2021), which requires that no operator costs are shifted onto players and that all charges are fully transparent and fair.

Applying this fee only to German players constitutes territorial discrimination under EU law.

Attempts to Resolve:
I submitted multiple emails to N1 Casino requesting a full refund of my deposits and removal of the unlawful Bet Fees.
N1 Casino denied my claims and blocked my account, withholding my remaining balance.
A formal complaint has also been filed with the Malta Gaming Authority (MGA) (Ticket Reference: PHZ-SHBQT-219). MGA referred me to the ADR process for resolution.
Requested Resolution:I request either:


A full refund of all deposits (€1,500), or

A refund of all unlawfully deducted ‘Bet Fees’ from my account.
I have attached all relevant evidence, including emails, screenshots of my account, and correspondence with N1 Casino.

Sincerely,

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Email: ▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇

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N1 Casino - Withheld Funds, Blocked Account, and Unlawful Bet Fees

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