Very Slow Payout Process

Dear askgamblers. I have been a regular player in the past at Supernova casino. I made a lot of deposits with no success but after that I managed to hit a huge win of over £40k, whilst finishing bonus wagering requirements. I understand the casino has a term advising they reserve the right to pay in installments.

At the beginning this was 1k approximataely every 2 weeks, already extremely low. After a few of these payments The amounts lowered first to 500 then to 250. Now I can only get a 250 withdrawal approved. I had this win in July, and my balance is still 40k. So far I have received only £6300 from the casino. At the rate of £250 per fortnight it will be 8 years until I am paid.

I am keen to come to an arrangement here because I don't think waiting 8 years for my money is fair.All I am asking is the casino tell me what they think is a fair level of weekly activity on the account. I will promise this level of play that they ask. In exchange I ask that they are willing to process my withdrawals in 2k installments. This means at the current rate of a payment per fortnight (1 week to request then 1 week pending) it will only be around 1 year to receive all my funds.

The casino mentioned I am not a depositing player - well why would I deposit when I have a 40k balance and am getting paid this slowly? I would be more than happy to deposit again if cash was flowing both ways.

I have also played a lot on slots and table games since the win but this seems to have no effect in getting bigger installments paid.

Regards

Hello - I sent a withdrawal request on July 2 in the amount of $1,300. I have been verified by the casino, and made sure my request (bank account info, etc) was accurate. On July 11, I received an email stating that $700 was successfully sent to "two cards" that I played with (not the bank account that I entered onto the withdrawal request). The other $600 was "reversed" and sent back to my account without explanation. Later, when I spoke to customer service, they intimated that it was "player class" that went into this decision and that it was quote "a complex process" -- and finally that the next installment would be "executed in the near future." The casino is not responsive, and is acting in a shady manner. Why request my checking account information if they're going to send it back to my cards? Why not be forthcoming about what player class actually means? Finally, I believe they wrongly reversed the $600 in hopes that I would play it down--if they were acting properly, they would've either sent the whole amount of $1300 at once, or at least kept the $600 in the withdrawal section of the casino rather than reverse it.

This casino's terms indicates the following under 5.2.3. I have made $300 worth of deposits here playing twice and played through over $45,000 in funds during my play activity, Their rules are very vague on your player class status. I made a first withdrawal request for $1200 and received an email that only $150 max withdrawl per week is allowed and if i wanted more funds i had to make further withdrawl requests. Their fee per withdrawl is $50 and there is a 10 business day wait between each. I was told, my player class only allowed for this as the maximum. This casinos terms are not clear related to player class and any new depositing players making withdrawls will run into this same issue. I believe they have been clever with their verbiage in the terms and fail to provide the details of this condition in the terms. All players should be aware of this and this casino is likely pulling this same line with everyone who requests funds. This is a newer casino that should be blacklisted and listed as rogue for this alone. Here is the specific term: I have deposited twice with this casino - a total of $300. I hit well on the second time and played through their play through requirement (which they verified I did clear in a chat). MInd you, the amount of playing activity was like playing through $45 to $50k. I ended up making a withdrawl request for $1200. After a long long period of document hassle I was finally approved through that step and then waited another full two weeks for the payment processing. Finally after about a month and a half I received an email stating they approved $150 back to my card. Yes,$150! I did read their terms and conditions which states below that the casino reserves to pay you in installments based on your player class. I was told my player class only allows for max $150!!!!! And that I can go ahead and make another request... Well, let's see. One year to get paid $1200 at $150 per time and each with a $50 withdrawl fee.... UMMMM, that's like $500 in fees and a year for a measly $1200... No thank you, stay away from this casino. They will do the same to any new player and said their player class is based on deposits and not activity... I had my winnings up to $9,000 at one point and played through tons and tons of money and all of that did not matter. Here is the rip off policy in their terms and conditions: 5.2. Fees and Limitations in Withdrawals 5.2.1. All withdrawals might incur a processing fee of up to $50 per each withdrawal transaction; 5.2.2. Due to 3rd party processing limitations or policies, the withdrawal amount paid or processed to players on a weekly or monthly basis may vary (please check the table in 5.1.7 above). 5.2.3. Casino reserves the right to send the winnings in installments. Player class influences installment amount as well as time frames of processing a withdrawal request. Player class is mainly determined by depositing/gaming activity of the player. ** I have emails showing my max approved amount and the reversed screenshot of of the amount put back in the account.