Complaint #10 Casino Superlines

Stalling account verification and €2,000 withdrawal

By rschloeg

8 years ago

Message on forum

Made a withdrwawl of 2.000€. Waited for 4 days without any feedback. Then I contacted the support team via chat. I need to send my verification docs (ID, bill, CC,...) - ok, this is the normal process, but I have never received a mail with the request for sending my docs to the casinio. I did it and checked a few hours later with the support team via chat if my documents arrived. I got a yes as answer. Everything is here and ok and they will proceed with the withdrawal. Today I checked again with the support team via chat and asked about the actual status on my withdrawal. I got as answer that I need to send my documents. I told them that I did it already the day before and I got confirmation from support that everything is ok. Now it seems that it's not ok. No documents where found. I have sent them again now. I've asked for an alternative emailaddress for sending my docs - maybe there's an issue somewhere with their emailaddress but it seems there's no alternative. Currently I'm in the chat with them since 40 minutes. Whenever you have the impression they are moving forward, they came back with a new request for something you did already 10 minutes ago. "Please send me a copy of the creditcard" - "Sorry, I did it 5 minutes ago...". Now the last message was "Contact us in the evening, maybe we have then your documents". Sorry, that's not how you threat a customer.

It's scaring me if this is the way how the handle documents like ID's and credit card numbers and customers in general. Not sure if I get my money at all from this casino. They have every day a new excuse for not proceeding the withdrawal. It seems that it is organised in a very chaotic way. Today they tell you X and tomorrow it's Y...

Disputed Casino Casino Superlines

Reason Delayed payment

Amount €2000

Discussion

AskGamblers

• Support Team

8 years ago

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

rschloeg

• 9 reviews

8 years ago

Thanks. Finally we sorted out the issues with the documents and the money is already at my bank account.

Please close the complaint.

Casino Superlines

• Representative

8 years ago

Dear RSCHLOEG,

Thank you for bringing this matter to our attention.

It is Casino protocol to send an email with regards to a 'request' for documents.

We apologize if there was some confusion with the agent.

You were however paid on the 11th March – you also received mail confirmation.

We would be grateful if you could please confirm that you have been paid.
We hope to see you back at the Casino soon and congratulations on your win.

Kind regards

Superlines Casino

Casino Superlines Complaint Stats

Resolved 14 / 14

Avg. Amount $1,643

Avg. Complaint Duration 9 days

Avg. Response Time 2 days

Casino Superlines Complaints

See all complaints for this casino

Does not pay my winnings

I ordered a withdrawal of $ 650. On December 6th, my withdrawal was confirmed. According to the rules and regulations of the casino, the casino pays the winnings within 3 working days. Today is December 22nd and I am expecting my withdrawal for more than 15 days.
I have used skrill for deposits and withdrawals. According to the casino rules, withdrawals to Skrill are made from 0 to 48 hours. After a week of waiting, I wrote to the chat and received an answer that my winnings could not be paid for skrill. A few hours later, another employee in the casino chat said that my withdrawal was on its way to my Skrill account. This has been going on for 2 weeks. They make different promises in the chat, but nothing changes. I have taken many screenshots and can provide evidence.

Resolved

$650

Blocked my account and refused to pay

Deposit was made July 4th. It was €50 and I won €200 with it. €150 got withdrawn and remaining €50 got gambled. Next morning there was email from the superlines casino stating that withdrawal was declined because of KYC reasons. I went to casino to seek answers how to prove my identity. There was balance €150 and suddenly balance dropped to €100. At the same time I opened the withdrawal-page which indicated that someone but me had made withdrawal €50. I tried to stop it because I wanted the €150 full. It would not help. Suddenly balance was €0. I opened chat immediately and asked for help since I did not play any games or made any bets during this odd situation which took only for minute top. During that conversation my account got blocked. Chat person told me to contact [email protected]. Soon after that or during that conversation there was sudden "approved withdrawal" email which never arrived.

I contacted casino superlines support two times and there was no answer (and I am still waiting). First was sent July 5th so there was plenty of time to investigate and answer. Two times chat was contacted and first time did not help at all. Today (July 28th) this ridiculous case went forward a little bit since I contacted chat again and demanded justice.

Reason for blocking was a self-exclusion from another casino of their group I guess. Maybe for gambling problem referred self-exclusion.

Problem here is that casino actually solved my gambling problem related, self asked block to another casino too late and stopped my playing until when I actually won something and wanted my money withdrawn. There is no way they would've refunded me my deposit €50 if I lost and then contacted. If their system would worked like it should, there would not be a problem at all.

But they took my €150 and kept it. I won it fair. I did not know about the block of some other casino. I would not have deposited at all if I knew!

They are willing to pay my deposit back when I send my documents to them but I don't think it is fair.

I want the casino to step up and fix their site that no-one like me could enter and get treaten like I have been treaten. Also I want all my money which were won playing fair.

Dear AskGamblers complaint team, this is the same case which got rejected two times. Third complaint of the same case is opened only because Your lovely support team at email told me to open a new one now that I have proof that there was nothing wrong going on my side of table.

Resolved

€150

Withdrawal problem

Hello,
Im waiting more than 3 weeks to money. My withdrawal was aproved on 23.2.2020. Today is 09.03.2020 and i still dont have a money on my account.
Withdrawal number:
3786259,
value: 2000,- Eur.
This is not normal, i send 3 emails but without the answer. If i wrote to online support, answer was you must wrote email to [email protected]...

Resolved

€2,000

Ag-Coin denied

Terrible service. I could not register and therefore I did not get the 10 ag coin. The agent is unaware of the promotions. He asked me for the code and still could not solve the case. I didn't register because I couldn't validate the ag coins code. attached chat. Askgamblers: at least enable me again the third casino to claim the ag coin, since in superlines I will obviously not be able to.

Resolved

$10

Delayed $1,300 Withdrawal

Dear AskGamblers,

In the following message i would like to report a issue regarding Casino Superlines.
On Friday 21-06-2019 i did a deposit of a total of 700,- and went to the blackjack table and made 1300,- of it.
After that i succesfully did a withdraw on the website and after 1 day they asked me to upload the required documents.
I've succesfully uploaded them and they got after 24 hours approved by finance department. Today 23-06-2019 I asked for a update regarding the withdraw and they told me it would be processed after another few days.

I asked the customer service to close my account for 7 days (To prevent myself from losing my winning cause the long withdraw timeframe) and received the following e-mail:

Hello [name],

Congratulations on your winnings! Earlier today I tried to call you but your number does not seem to work, would you like to give us your current telephone number?

I also see that you want to close your account for a week while things are going so well!
I want to encourage you to get the most out of your momentum and to win even more.
Sincerely,

Casper,
Superlines Casino Support

I'm worried about this casino and my payout, since they do everything to keep me playing and let me lose my winnings.

Hope Askgamblers could take care.

Resolved

$1,300

Unfair refusal of payment

Hello

My name is Celine < surname removed >. I had an account on SUPERLINES casino (but it's closed now so I don't have access to it anymore).

I'm writing to you to complain about Superlines casino cause I have the feeling they ripped me off and I really need your help to sort it out as despite my mails they keep saying they won't pay me but I think this is not fair at all.

To summarize my situation I won 2500 euros at Superlines around the 27th or 28 of April. I made a withdrawal and they sent me the list of required documents the 29th of April. I sent everything and received a mail from there financial service the 2nd of may saying that they validated the documents. So normally I should received my 2500 euros.

But suddenly as I had no news I sent a mail to Superlines and they answered that they won't give me the money !

Their explanation is that I ask to close my account for addiction on LA FIESTA casino (fyi it has been done the 4th of January !!) and as Superlines and la fiesta casino belong to the same group so they also close my Superlines account.

But of course 4 months later just at the moment I have a nice withdraw !

They put 206 euros on my account to "compensate" the situation. I didn't ask for it and at that time I didn't understand what it was.

1. you have to check all the details of the web site to discover that la fiesta and Superlines are under the same group. I didn't know it before they told me.

2. it's written on the rules that even if one of your account is closed for addiction YOU have to ask by yourself to close the other account : but they did it without me knowing and I didn't ask to close my Superlines account !

3. NORDICASINO is also part of the same group but I'm still able to play on it : well I guess it's normal as I'm losing !

Someone from Nordicasino (not even Superlines) answer me back by phone (they never answer by mail so I don't have any written evidence except the first mails I put enclosed. They are in French but basically one is saying that they received all the needed documents and they have been validated and the other one is saying that la fiesta and Superlines are belonging to the same group) and told me that Nordicasino was of the same group but Superlines and la fiesta yes. He said that they won't pay me because I asked to close my account on la Fiesta casino in January. So basically when I was putting money on there website it was not a problem for them to accept it but when it came the time for them to give me some money they closed my account on Superlines !!! He said the game commission took that decision and they can't change it !!! He was talking and talking and said that I will lose my time if I keep asking cause they won't change their final decision. I think he was just trying to make me stop my complain. But I don't want to so that's why I'm calling for your help as I'm sure you are able to deal with this situation more than me.

So meanwhile I've been checking and LA FIESTA, SUPERLINES and NORDICASINO are all owned by EQUINOX DYNAMIC N.V group.

So all this doesn't make sense.

I hope you can help me. We are talking about a lot of money for me and I think Superlines is stealing it from me. I'm counting on you.

Thank you very much in advance !

Celine

Resolved

€2,500

Non payment of all winnings

Hi,

I won €4000 on superlines casino on the 16/11. I withdrew this amount and today 26/11 I see they cancelled the withdrawal and have processed €1000 and put the remaining €3000 back into my balance??

I purposely DO NOT take bonuses when betting on their site as I know their terms are ridiculous for monies won with bonus money.

I withdrew €5000 in June before so all my ID are uploaded and approved

I’ve contacted their support and someone called Jason told me to play the other 3000. I asked why my full €4000 wasn’t processed and he can’t give me an answer

Baring in mind €1000 from the €4000 was apprtently processed but this amount hasn’t beeen recieved into my bank yet

This can’t be legal surely??

Resolved

€4,000

Money still not payed out

Hi, I requested a withdraw on 01.09.18 and verification is finished. Up to now I haven't got any money, I can still cancel it. The support told me the last 3 days the withdraw is approved but money not sent. I have to wait they told me each time... And the end with the chat whenever they want to... In parallel I got 2 phone calls by a vip manager of them who wants to bring me to cancel the withdraw because there are sooo many possibilities to win more.... Very serious casino, right?... I want my money. I only won 50 Euro. I made deposits over 400 Euro and won 452 Euro.... Never have seen a casino like this before

Resolved

€452

Withdrawal problem 1200€

I've made a withdrawal on 30.08 My withdrawal was accepted at 03.09 Till know I could not get any information from financial department. Yesterday on live chat I've get information that money has been sent (skrill) I know that skrill is going on real time so I ask about transaction number to make complain on skrill but they say that the could not give me such information. On live chat I've get different information every time I am asking. According to casino policy the withdrawal should take to 5 business days. I'm very upset with contact with financial department and no clear information Withdrawal no 949682

Resolved

€1,200

Still not have my money €1250 after waiting a week

Had made a withdraw €1250 on sunday, on monday got a mail to provide my details like ID and Bank statement, this one was approved the same day so i thought its gonna be a fast withdraw and not the things i read.. But in about a week still nothing like an approvement of my withdraw, everytime you ask the livechat there is something different.. no working days on friday? Still not approved my details (but received an mail), another bonus they wanna give to you... Badddd

Resolved

€1,250