Super Casino refuse to payout £19500

RESOLVED
Ouch United Kingdom
posted on December 18, 2014.

I would like to make users aware of the issue I have with Supercasino refusing to payout my winnings. It seems that the casino have a clause in their term that allows them to refuse to pay winnings for whatever reason they want and completely at their discretion.

I deposited £200 and the casino added a bonus of £250. I then commenced betting playing my usual game of Blackjack. I bet in my usual way of increasing my bet size when I felt luck was on my side. Once I had completed my wagering requirements for the bonus I continued to bet as I felt luck was on my side and managed to get my total balance up to £19500.

I then decided not to ride my luck anymore and withdraw my winnings before I lost it all again.

About a week later I was told over the phone that my winnings had been removed from by account under the following terms:

17.1.7 PROMOTION ABUSE
SuperCasino reserves the right to review transaction records and logs from time to time, for any reason whatsoever. If, upon such a review, it appears that player is participating in strategies that SuperCasino in its sole discretion deems to be abusive, SuperCasino reserves the right to revoke the entitlement of such a player to the promotion.
If upon such review, the players' practices have been deemed to be "Promotion Abuse", SuperCasino has the right to take the following actions, at its sole discretion, against such abusers:
• We reserve the right to revoke and/or cancel any bonuses and winnings that We regard may have been redeemed by misuse of the system.
• Abusing player accounts may be terminated immediately.
• Players found to be abusing Bonus offers may be barred from receiving further Bonuses.
Please be aware that a valid telephone contact number MUST be provided on registration as We may make a confirmation call to You as part of confirming Your identity. If you cannot be contacted on the number provided any winnings accrued from use of any bonus offer may be forfeited and Your account terminated.
I submitted a complaint by email to which they responded with the saying they had tried to call me. I then tried call them on several occasions but could not get through.

11 days later I received the following in an email:

As we have not had a response from you in regards to our previous email, we will consider this case now closed.

To which I replied on the same day:

Please do not close this, I tried to call back early last week and could not get through and have not been available since.

33 days later I received the following email and have not heard anything since:

I am terribly sorry for the delay in getting back to you, this is not something I have forgotten about and I am chasing management to look into the below.

I do appreciate your patience.

posted on December 22, 2014.

We are looking into the player's account and issue raised. As the issue dates back to July 2014 it is taking slightly longer to collate all the required information. We appreciate your patience and will revert back as soon as possible.

Best Regards,

SuperCasino

posted on December 24, 2014.

We have checked the player's account and all correspondences. We can see that the player received a £250 bonus on top of his deposit of £200. After wagering and requesting a withdrawal, our finance team reviewed his account and found that the player did not comply with our bonus policy, specifically:

"The total amount of bets placed in a single round on any game while a bonus is active on Your account must not be greater than 20% of the value of the bonus amount awarded."

The player consistently placed bets over the 20% maximum, including bets using the entire bonus balance. Therefore our finance team removed the bonus and associated winnings.

We have returned the player's deposit and original bonus amount to his account, allowing him to play again this time ensuring he complies with the bonus policy. We note that the player has started to wager with the bonus again and has completed £226.87 of the requirement.

Kind Regards,

SuperCasino

Ouch United Kingdom
posted on December 27, 2014.

The terms state:

"The total amount of bets placed in a single round on any game while a bonus is active on Your account must not be greater than 20% of the value of the bonus amount awarded. Any bets placed that contravene this term will not count towards Your wagering requirements and any winnings accrued from such a bet may be forfeited."

When I questioned that it should have been that the bets did not count towards the wagering requirements rather than removing all my winnings I was told that they were removed under the promotional abuse clause. I believe much of the winnings were from after the wagering requirement was reached according to the software on the site and all of that was removed as well.

There was no abuse of the promotion, making a larger bet as I would any time I play Blackjack online or at a Casino dose not in any way increase my chances of winning the odds do not change and are still, as always, in the casinos favour. This is just a ploy for the casino not to pay out when a player gets a little luck. Had I lost all my money the casino would not have reimbursed it due to me making bets that should not have contributed to the wagering requirements.

I suggested a compromise, that would have been fair, of reinstating the winnings and I would bet through some or all of the wagering requirements again and have been waiting for a response since the 2nd of August.

If there is sort of clause in the Terms the software should prevent the bets or not count it towards the wagering requirements rather than using it as a ploy to cheat the customers when they have some luck.

posted on December 31, 2014.

Unfortunately we cannot add back any winnings accrued through bets placed against the bonus terms. If bets are found to be placed that contravene the 20% rule or any other bonus term, "any winnings accrued from such a bet may be forfeited.". In this case the player's winnings were removed due to the bets placed consistently exceeding 20% - and indeed 100% - of the bonus amount.

We have returned the player's deposit and bonus amount and he is free to re-wager through the bonus making sure to adhere to the bonus terms.

Kind Regards,

SuperCasino

AskGamblers
posted on December 31, 2014.

We understand your frustration about this case, but it is obvious that you didn't read SuperCasino Terms & Conditions before complaining. They are clearly state:

• The total amount of bets placed in a single round on any game while a bonus is active on Your account must not be greater than 20% of the value of the bonus amount awarded. Any bets placed that contravene this term will not count towards Your wagering requirements and any winnings accrued from such a bet may be forfeited.

This might be not the standard requirement that we face on the most of the casinos, but for sure, it's casino right to void all winnings which doesn't meet their requirements.


Therefore, this specific case will be considered as resolved and we will warn other players about this non-standard clause in SuperCasino's Terms & Conditions.