Super Casino removed all my winnings 1,000 with unjustified accusations!

RESOLVED
posted on April 9, 2015.

Hello !
I'am complaining as I'm very upset about the service that SuperCasino have provided to me as they have removed all my winnings and i can see that I'm not the only one who had the problem like that with them !

I've seen their advert on TV and seen that they have a Welcome Bonus of 10 pound free for register. I have registered to their casino and started to play slots.

I've checked their terms and condition to see what do they require and there was a wagering requirements. I've checked my wagering requirements and there was 990 pound to be met.

After I've met their wagering requirements it went all to my REAL MONEY. As it's says in their Terms : 17.1 The bonus amount will be placed into a Bonus Balance and will be kept separate from your Cash Balance. When you place a bet, the bet will be deducted from your Cash Balance. If there are no funds remaining in your Cash Balance, then bets will be deducted from your Bonus Balance;

All bonuses have wagering requirements and will restrict withdrawals in the event that they are not met. Please be sure to take this into account before taking up any promotional offer. If you wish to make a withdrawal before meeting the wagering requirements then you will forfeit your winnings accrued, your bonus amount and opt out of the bonus offer.

Any winnings that you receive will be placed on to your Bonus Balance and cannot be withdrawn until you have met the Wagering Requirements for that bonus;

The bonus amount itself may also not be withdrawn until you have met the Wagering Requirements. In some cases the bonus is Non-Redeemable, in which case the bonus amount can never be withdrawn. We will make this clear in the offer for that bonus;

When you have met the Wagering Requirements, the sum in your Bonus Balance that is linked to the active bonus will be transferred into your Cash Balance AND MAY THEN BE WITHDRAWN AT ANY TIME. - i WOULD LIKE TO HIGHLIGHT THIS BECAUSE IF MY MONEY HAVE BEEN TRANSFERRED INTO MY CASH BALENCE THEN THERE SHOULD BE NO PROBLEMS WITH WITHDRAWN !

After 24 hours i contacted Super Casino on chat as i had no response from them about my withdraw and they told me to send documents ( I did not get any email). I did what the lady have asked me. After another 24 hours I contact them again as I had no response again and they have told me that they didn't get any documents from me. I've send them again. Then again i had to contact them again due to no response again and they told me that i need to send them my bank statement so they can procced my withdraw.. I had a conversation about it with a lady from Super Casino and she told me that proof of address would be ok as i've send them wrong one because it has to be one from last 6 months. I did that today straight away and she told me they will check my withdraw now.

I just wanted to go on Super Casino to play few minutes ago and check my withdraw and I had surprise as there was a payment of 1,000 declined and my deposit was approved to be back on my account...

I just want to find out how come this is happening as i met your wagering requirements and lady on the chat just told me that i ''used minimal risk tactics ''.

I think this is very unfair as i have not broke any terms. If I have then you shouldn't put those winning money on my Cash Balance because in the time that it went on the Cash Balance it became my money and you have stole it by removing it.

Also i had like 3 pound still on the balance to be played with in the casino but it's removed as well. I'm attaching the pictures of my withdraw pending in case they will remove my account to avoid paying those 1,000.

VERY POOR SERVICE AND WILL NEVER USE IT AGAIN - THEY SHOULD NOT BE ADVERTISED ON THE TV.

I played on Sky Vegas Casino and had never problem like this. Withdrawls always on time.

posted on April 13, 2015.

Still no response from Super Casino.. they are '' super great'' . They're very fast with taking money from people but very slow to pay out winnings or response to complaint. Dissapointing..

posted on April 17, 2015.

We can confirm that we're reviewing the player's account, betting activity and correspondence. We will provide a reply shortly.

Kind Regards,

SuperCasino

posted on April 19, 2015.

Still no response...

posted on April 20, 2015.

We have checked over the player's account. We can confirm that the player's winnings were removed and the following email sent to her:

"Thank you for playing SuperCasino.

Please note that upon reviewing your account, we noticed that you already have an account in our casino and had already received the free sign up bonus. As mentioned in the welcome bonus terms of use, this promotion is only available to first-time registrants and once per person, household or IP address. Therefore, casino management has decided to remove your accumulated winnings.

We apologise for any misunderstanding and thank you for respecting the mutual interests of fair gaming at SuperCasino. If you would like this explained to you further, please do not hesitate to contact the SuperCasino Support Team:

Email: [email protected]
Freephone: 0800 0147 523
Fax: 0207 900 3155"

After the player requested a withdrawal our finance team performed their normal checks. After doing so it was noted that the player created five different accounts from the same IP address in 2 days. The accounts were considered duplicate accounts due to the similarities in names, addresses and IP addresses. As per the above email our free bonus offer is only available once per person, household or IP address. However, upon further checking, the account in question is in fact the first account created and therefore eligible for the offer.

We apologise for the confusion and are happy to confirm that we have credited the player with the £100 winnings (being the maximum able to be withdrawn from the free £10 bonus). The player is free to request this as a withdrawal, and it will be processed within the casino's normal time-scales.

Kind Regards,

SuperCasino

posted on April 22, 2015.

Thank you for the response. I have withdrawn 100 pound winnings HOWEVER i never got any email from you. Also I don't understand why someone on the chat told me that i've used minimal risk tactics when the reason was different. Why she didn't informed me about the maximum withdraw of 100 pounds? Those 1,000 shouldn't be removed as i won them anyway and i understand about the maximum withdraw however those 900 pound which are left, should still be avaialble for the play...

posted on April 23, 2015.

We can confirm that an email was sent on the 9th April at 19:07. We will look over the chat transcript and review with the agent who informed you about the minimal risk, as this was not the reason for the removal of the winnings. The remaining funds are non-withdrawable, and therefore are removed at the point that your £100 was processed. You may continue to play for fun by clicking "demo" should you wish to enjoy the games further.

The withdrawal of £100 was processed on the 21st and so should be with you in the next day or so.

Kind Regards,

SuperCasino

AskGamblers
posted on April 25, 2015.

@linducha1996,
Did you received your winnings, can we close this complaint?

AskGamblers
posted on April 29, 2015.

@linducha1996,
It's a nice practice to confirm if your complaint is resolved or not, thank you.