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Casino Superlines - Blocked my account and refused to pay

RESOLVED
Complaint Info
Disputed casino Casino Superlines
Reason Declined payment
Amount € 150
kuutsie Finland
Posted on July 29, 2020

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 €150 got withdrawn and remaining €50 got gambled.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 suppor­[email protected]­asi­nos­upe­rli­nes.com. 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asked block to another casino too late and stopped my playing until when I actually won something and wanted my money withdrawn.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.

Posted on August 1, 2020

Hello KUUTSIE,

Please allow us to check the issue and get back to you.

Posted on August 2, 2020

Hello KUUTSIE

Thank you for your patience.

We have finalised the investigation of your concerns and we can see that your Superlines account was closed due to self-exclusion in another casino under the group, namely Nordi Casino.

Under the terms of our license, we are obligated to close any new accounts created by a player who has a current self-exclusion agreement in place.

We have seen that you have had self-excluded on Nordi casino on 11 June 2020.

You created your Superlines Casino account on 04 July 2020 15:27 (casino recorded time) and this account was closed in less than 24hours which is a reasonable time under our license.

Any winnings associated with this account was voided and the sole deposit of 50Euro was refunded.

We can confirm that you have also received a Self-exclusion Block Confirmation email when you self-excluded with Nordi Casino and it stated “You are not allowed to deposit in any affiliated casino, or open any new accounts. “

This is the reason why your account was closed, winnings were voided and the deposit was refunded.

AskGamblers
Posted on August 3, 2020

Dear @kuutsie,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

kuutsie Finland
Posted on August 3, 2020

First of all, other casinos have system that prevents deposits made from people that have been blocked from affiliate casinos. If there was system like that it would not be players concern if they will lose their winnings.

Secondly, I have not recieved any money yet because I haven't sent the mandatory documents to finance departmenet of the casino.

But would the casino have noticed my self-exclusion at the nordi casino if I had lost for example 5 times €50 deposit? And if I had made deposits during the night, would I be getting all the lost money back?

I was lucky enough to lose only €100 because of this.

Sorry for the late response, I am away from home.

Posted on August 4, 2020

Thank you for your response.

As we mentioned, on 11 June 2020, you received a self-exclusion block confirmation email. On this document, it clearly says "Exclusions do not extend automatically to any other websites."

"We supply you with options that can help clients who have a gambling addiction. Each option is part of an agreement between you and the casino. We are responsible for supplying you these options, but you have to keep your side of the agreement. Otherwise, they will not work."

For you to open a new account on the same group where you have self-excluded from is a violation of the self-exclusion agreement you undertook and you are putting the casino on a no win-win situation. You will ask for a refund if you lost and demand to be paid of your winnings if you won.

As a self-excluded player, you also have a responsibility at your end. If you are serious about your self-exclusion, you should avoid creating more accounts on the same casino group.

As we said, the casino has closed your account in less than 24hours it was open which is very reasonable under the terms.

On the refund issue - you were informed that you need to provide documents as of the 5th of July 2020 and to date the casino has not received any documentation. And again on the 28 of July, the customer service support team had reminded you to send the documentation.

If you wish to receive your non-refundable deposit - please contact the casino directly and complete the KYC on your account and provide a Bank Statement with IBAN for the fund transfer.

kuutsie Finland
Posted on August 5, 2020

Thank you for your response.

After reading this, there is no way to get my winnings. The casino has made rules and I was fool when the account was made. Next time there will be lots of time to read the rules so I will not fall to another trap like this.

But I am still wondering, why did it take nearly a month to investigate this kind of thing? And there needed to be a complaint made before casino Superlines gave it effort? If there was no determination and constant pushing, there would not be even the refund.

If there was a person who has no time of knowledge about this kind of site (AskGamblers), the person would have lost all deposited funds.

Posted on August 5, 2020

We apologise for the email issue, however, for an unknown reason the said email was received on:

27 JULY 2020 06:15 PM - 8D 19H 22M
New reply created by r*****­***­***­**1­[email protected]­mai­l.com

On 28 July 2020, the customer support agents informed you the reason for your account closure and to provide documentation/KYC to finalise the return of your deposit.

@AskGamblers we have provided a detailed response to the player's complaint. Unfortunately, if he does not wish to complete the KYC on his account in order to return the non-refundable deposit at the casino, there is not much more we can do to assist him.

kuutsie Finland
Posted on August 6, 2020

The asked documents were emailed like a minute ago, I have been away from home for a week so please have some patience. I have waited a month to get a reply to my email so I hope you can wait few days. There is no need to be rude.

I will consider this case closed after the refund is in my bank account.

This is good example why one should read all the emails very carefully, you might get treated like garbage.

Posted on August 9, 2020

The Verification team had checked your documents and the following are missing:
a.)Back of the driver's license
b.)Bank Statement that shows the BIC (bank identifier code and IBAN.

Please note that the bank statement you provided does not show the BIC.

Kindly send the correct bank statement to the casino support.

kuutsie Finland
Posted on August 10, 2020

Casino superlines was replied instantly after recieving notification from this site at my email. There was only a automatic answer from finance departments email and if I would have waited answer from there I would still be waiting.

This case will be closed after my deposit is returned.

I sure hope it will be soon. It has been well over a month.

Posted on August 12, 2020

The finance team informed us that the funds were paid 2 days ago. Kindly update us if you have receive the funds.

AskGamblers
Posted on August 12, 2020

Dear @kuutsie,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and let us know if you have received the disputed payment. Please be notified that, in case you fail to respond within the given timeframe, we will consider your case resolved and it will be closed accordingly.

Please keep in mind that, as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

kuutsie Finland
Posted on August 13, 2020

My original withdrawal has been transfered back to me. I sure hope that people that read this, are sure that they have read all the rules of all the emails which they have gotten in past from casinos that may have self-excluded themselves. At least I got my deposit back after 1,5 months of struggling, there are weaker people than me and give up. Did I get treaten fairly, everyone can decide it by their own. Thank you AskGamblers team for all the support, without you I would be still waiting for the answer to my email.

AskGamblers
Posted on August 13, 2020

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

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