Super Casino - Removed all my winnings of £3000+

RESOLVED
tomgayle United Kingdom
posted on November 3, 2014.

Hi,

I am complaining because Supercasino removed all my winnings.

I deposited late on Saturday night as I saw they had a promotion while I was watching their TV show on Channel 5.

I deposit £200 and was given a £600 bonus. I was also given a £15 free deposit bonus at the same time. Well I did a few spins on roulette betting only on zero. The bets were all £100 stakes. Most of them lost, but I had one winner giving me a £3600 win, and a total balance of £3715.

Once I had completed the bonus wagering I had a balance left of £3060 and then I withdrew.

Today I get an email informing me that all my winnings have been revoked and I can only withdraw £100. They say that is the max winnings that can be derived from the £15 free deposit bonus.

I think this is extremely unfair. Not only was there absolutely no mention of this max £100 winnings rule on the TV program, the presenters even say that you get this in addition to the deposit bonus. Given that from a £200 deposit of your own cash and the £600 bonus then awarded the chance of you winning more than £100 are very high indeed.

Secondly my bet was £100 on roulette to win £3600, even if the £15 deposit bonus can only yield a £100 win. What happens to the other £85 that contributed towards the £100 spin. Surely I should still be given winnings from this £85 too. Which would be £3060.

It is incredibly misleading for supercasino to offer punters these two bonuses at the same time, have the presenter on the tv show to tell you to take the two bonuses at the same time. But neglect to tell you your winnings will be capped at £100 because of the free £15 they gave you irrespective of what you actually do win. To say that I can only withdraw £100 which was less than my deposit of £200 despite a balance of £3060 is laughable.

Its almost a 1 way bet for the casino as you simply cannot win under such terms.

I am hoping this can be resolved and my winning restored as I broke no terms at all in playing.

posted on November 6, 2014.

We are currently checking the player's account with our finance team to understand exactly what has happened to the bonuses received and winnings accrued. We will revert back to the player as soon as possible.

Best Regards,

SuperCasino

tomgayle United Kingdom
posted on November 6, 2014.

Ok thank you. I look forward to your response

tomgayle United Kingdom
posted on November 9, 2014.

Still no response.....

posted on November 10, 2014.

We have checked over the player's account and can see that the decision made with regards to the maximum winnings from the £15 free did not take into account the player's cash deposit or first deposit bonus.

We can confirm that in the case of a £15 free bonus the maximum winnings that can be withdrawn are £100 however as the player also made a cash deposit and received the first deposit bonus the winnings accrued were not made entirely from the £15 free and as such should not be capped at £100.

We have sent the player an email on the 3rd November requesting for some documentation as part of our verification process. Once the account has been fully verified we will be able to reinstate the player's account and winnings.

Best Regards,

SuperCasino

AskGamblers
posted on November 13, 2014.

Dear @tomgayle,
Can you please confirm is this complaint resolved? Thank you.

tomgayle United Kingdom
posted on November 13, 2014.

Am arranging the ID they wanted. Not easy as having to take a photo of myself holding my passport. But am sending this into them shortly. Will update outcome after I've done this.

Tom

posted on November 17, 2014.

We have not yet received any documents from the player. As soon as we receive them we will be able to validate the account and resolve the issue.

Best Regards,

SuperCasino

AskGamblers
posted on November 21, 2014.

Dear @tomgayle,
Did you send your documents to the casino? Is this issue resolved or not? Thank you.

AskGamblers
posted on November 25, 2014.

Dear @tomgayle,
It's a common practice to inform us is your complaint resolved or not, thank you in advance.