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
