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Ag Awards

Super Casino - Bonus Issue

Complaint Info
Disputed casino Super Casino
Reason Bonus terms violation
Posted on May 16, 2014

Hi guys, need some help. 

Basically, I had an email from super casino saying I had a bonus waiting, no deposit required. I received £50. In order to turn any profit into cash, I had to wager just under £5,000. 

It was simply my night! I kept hitting and hitting my main numbers. Long story short, I finished with £1486, after meeting wagering requirements! I was estactic. I made a withdrawal request and went to bed.

Next day, I was told the following in an email from super casino: 

"Dear Rick

Thank you for playing SuperCasino. 

This mail is to notify you about the status of your pending withdrawal request, for the total amount of £1,486.00.

Please note that you did not comply with our bonus policy by placing "low risk" bets, therefore your winnings will be voided.

Low risk Roulette bets are bet spread combinations covering 25 and up (25-37 spots) of the 37 unique number spots on the table. For example, if You bet on Red and Black, You are covering 36 of the 37 possible outcomes and this type of bet would therefore not count towards the wagering criteria. 

Casino reserves the right to withhold any amount in excess of the player's original deposit from a player's withdrawal if low risk bets were placed.

We apologise for any misunderstanding and thank you for respecting the mutual interests of fair gaming at SuperCasino.

If you would like this explained to you further, please do not hesitate to contact the SuperCasino Support Team: 

Email: suppor­[email protected]­upe­rca­sin­o.com

Freephone: 0800 1984 777

Fax: 0207 900 3155

(Open: Monday to Friday 9am-3am, Weekends 12pm-3am)


SuperCasino Finance Team"

After raising the point to Alderney, they will offer me £267, which I am unwilling to accept. The thing is i had £30 on some numbers, and just £1 on others, so I wasn't performing "safe bets". 

I have all the emails if you want to see them


Posted on October 18, 2011

This is a complaint that was pending with the AGCC. We provided all the details of Rickster’s bets, as well as the terms of the offer that were applicable to the bonus.

After providing all the information requested, the AGCC agreed with our position and said they would inform Rickster that our offer was valid and just according to the terms set out in the offer. This issue should therefore be resolved.

If anyone has any questions or comments on SuperCasino please get in touch with our Customer Care team who will be happy to help.



Posted on October 18, 2011

This issue is far from resolved. Every case should be reviewed on individual merit, I am escalating the issue to the commissioner. I was betting £30 on some numbers whilst only £1 on others because I knew there was a heafty wagering requirement to fullfill. This is nothing but supercasino trying to squirm out of a payment for the guy who turned a £50 bonus into £1468, because let's face it......they don't expect people to win from bonuses! I have also been advised about someone else's problem with you relating to this exact issue, but they were in fact betting on red and black(why the rule is there! This is a breach of the rule, not mine!) and as that persons complained, got paid as it was only £400. Where's the consistency?!

Fair gambling? I would look at your policy's regarding that? If you don't honour the withdrawal I won't rest until every member on your site knows how I have been treated in this dispute. If you uphold the withdrawal, it's over, that's the only outcome.

Posted on October 19, 2011

Dear @Rickster,

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

Not all bets will count towards the Wagering Requirements. Bets on Blackjack, Video poker games (Jacks or Better, Aces and Faces, etc), Baccarat, Casino Hold'em, 2 Ways Royal, Craps and Sic Bo games contribute 10% of actual wagering on these games towards Your Wagering Requirements. All other Roulette, Slots and Instant Win games contribute 100%, excluding "low risk" Roulette bets. Low risk Roulette bets are bet spread combinations covering 25 or more (25-37 spots) of the 37 unique number spots on the table. For example, if You bet on Red and Black, You are covering 36 of the 37 possible outcomes and this type of bet would therefore not count at all towards Your Wagering Requirements.

We have checked our records from June, and this clause existed there, so it is not something that is added later, after you complained.

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.

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