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Super Casino - Declined payment - even after meeting requirements

RESOLVED
Complaint Info
Disputed casino Super Casino
Reason Declined payment
Amount £ 735
Posted on July 22, 2014

Hi

I deposited £30 and received £105. I could not withdraw for hours as I had not met wagering requirements (which is fine, I was just checking.) Every bet was high risk and covered now more than 20 numbers (as it states in the terms and conditions.) After about three hours of steady roulette playing i had met requirements and withdrew a total of £735. I received a number of emails today informing me my withdrawals had been declined as I had not met requirements:

"Hello Jamie

You recently requested a withdrawal after receiving a bonus.

Please note that you did not comply with our bonus policy by partaking in minimal risk wagering tactics.

We have therefore declined your withdrawal request and returned the withdrawal amount to your account. You are kindly asked to wager an additional amount of £807.25 before requesting another withdrawal.

Note that the casino's management reserves the right to withhold winnings on same withdrawal requests that were declined for wagering more than 3 times, and in which there was no progress in fulfilling the wagering requirements between one withdrawal request to the other."

Not at all happy due to my through examination of the terms and conditions.

1, What have I done wrong?
2, Why do I now have to bet another £800?
3, What do I now have to do, step-by-step, do get a successful withdrawal?

Has anybody any positive stories with these?

Jamie.

Posted on May 29, 2014

We have looked into Jamie’s complaint and can see that since he posted his complaint here he did contact our Customer Support Team.

When Jamie joined our Casino he opted in to receive bonuses from SuperCasino. All bonuses come with certain terms and conditions that need to be satisfied before we will be able to process a withdrawal of any winnings. These terms and conditions can be found via a link next to the check-box you have to check when creating an account. We do ask all players to read through to ensure they understand these terms before opting in. Within these terms we do explain that there is a wagering requirement – the amount of bets needed before requesting a withdrawal – and also restrictions on the amount of numbers you are able to cover when playing on roulette.

Upon Jamie’s game history being checked it did become apparent that bets had been placed that were minimal risk, for example we can see that some of the bets placed we covering more than 25 spots on the table. In light of this Jamie was asked to re-wager through the amount again ensuring that minimal risk bets were not placed.

We can see that he has since completed this and we are happy to confirm that his withdrawal was processed earlier today.

If Jamie does have any further queries or concerns please do not hesitate to contact us.

Kind Regards

AskGamblers
Posted on June 2, 2014

Dear @Jh1963,
Please confirm that this issue is solved? Thank you.

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