Ag Awards

Super Casino - Refusal to pay out winnings

Complaint Info
Disputed casino Super Casino
Reason Bonus terms violation
Amount £ 150
Posted on March 20, 2015

Do not use this website!!

I signed up a while ago and thought I would play last Sunday 8th March. I deposited £30 and received a bonus that I didn't want but thought I would play with it anyway. (I know I must have selected to receive bonuses).

I played for a couple of hours like I would do at any other casino and had my ups and downs, being at £768 at one point and finally finishing up at £349 after completing the wagering requirements.

I received an email a couple of days later stating that I placed minimal risk bets so my withdrawal was void. However, the terms and conditions do not actually state what is meant by minimal risk bets so they can interpret this however they want.

My argument is that although I may have covered a lot of the board, a lot of the table would have brought back less than the amount staked, so this isn't really minimal risk, and if the bets were minimal risk how could I have been up to £768 and then end up down at £349 a few spins later.

I have spoken to customer services and spoke to a very rude representative who just regurgitated the same extracts from the terms and conditions even though I told her I had read them and this had nothing to do with what I was asking her. I also tried the online chat with the same results.

The problem that I have with this is that if I had lost, they would have been more than happy to take my money on the same bets no questions asked but since I won, they review the bets and don't pay out so basically if you accept a bonus you can never win from it.

This is dishonest and downright cheating and if the matter is not resolved satisfactorily, I will be going to the press, the gambling commission and the office of fair trading to do whatever I can to receive the winnings that I am owed.

Posted on March 12, 2015

We have checked over the player's account. We can confirm that the player chose to take bonuses when joining and as such the first deposit bonus was added when the player made his deposit.

After the player requested a withdrawal our finance team reviewed the bets placed and identified that 100% of the bets placed were "minimal risk" bets. The bets covered not just 19 numbers but a significant majority of the table (typically over 26 numbers) and as such the player did not adhere to the bonus terms, and the winnings were removed. We are careful to explain what we would consider to be a minimal risk bet both in the bonus terms and the email sent to the player: Some examples of these bets include covering the majority of the table or betting on even money outside bets.

We can see that the player went on to play using only his own cash and won £180 which is eligible for withdrawal - as when playing with cash you can play exactly as you like, on any games on the site.

Best Regards,


Posted on March 13, 2015

All variants of roulette games also contribute 100% towards requirements with the exception of any minimal risk wagering such as even money outside bets or any other bet placements designed to cover the majority of numbers on the roulette wheel in order to reduce the risk of the wager. We will assess any Players deemed to have used minimal risk wagering tactics in order to redeem their bonuses or cash prizes on a case by case basis in order to establish whether their bonuses, cash prizes and any subsequent winnings should be removed from their account and their account terminated.”.

Where in the terms and conditions does it quantify minimum risk bets? I assumed that if I was betting £140 at a time and a lot of the numbers would bring back £36, there is no way this can be called minimal risk betting as there is a lot of risk involved. Now if your terms had stated any more than 20 numbers is minimal risk when I read them (before I started playing) I would not have placed those bets.

Also, if you are not going to make your terms clear. effectively so you can interpret them however you like, you should not allow players to risk there money on bets that ultimately will not pay out because you would have had no problem at all taking my money had I lost.

I know I am not going to get anywhere with you as I have read other peoples threads but this is just dishonest and I hope other people read this and do not use your webiste.

Posted on March 16, 2015

We can confirm that the player has been in contact with James Corrie through our complaints email address. We understand that the complaint is resolved as a result of this correspondence.

Kind Regards,


Posted on March 16, 2015

Just so everyone knows, the complaint is not resolved satisfactorily, I have not received the money that I won and have come to terms with the fact that they will never pay it out. Do not ever accept bonus' from them. Also, I have been waiting over a week for my other withdrawal because instead of asking for all ID documents in one email they wait until you send what they ask for and then ask for more, delaying the process.

Posted on March 17, 2015

We are sorry to see that the player does not consider the complaint to be resolved. However, please find our email correspondence with the player here:

12.03.15 15:19:

Hi Felix,

We would always offer to re-credit the original bonus figure. This does, however, always require the original deposit to remain in the account. What I can do is remove £30 from the £150 that’s pending right now, and add back the bonus. That way you have £30 plus your original bonus and £150 to go back to your bank account.


12.03.15 15:22:


Can you please do that then. I have sent the documents and I would like £150 back in my bank and £30 plus the bonus in my account.

Kind regards

Felix Lee

12.03.15 17:05:

Also, what about the proportion of my winnings (about £65) that related to the deposit that I put on. Am I not entitled to receive that as that was my own money.

13.03.15 11:44:

Hi Felix,

I’ve credited the bonus on the £30 cash in your account with original wagering requirement. As the winnings were accrued while your bonus is active all winnings were removed, so unfortunately we can’t look at a proportional payout.

Kind Regards,


13.03.15 12:09:

Does that mean my £150 withdrawal is still being processed?


16.03.15 15:20:

Hi Felix,

Yes – the £150 would be processed once the documentation has been verified.

Kind Regards,


As seen above, we have offered to put the player back to his original position - his deposit and original bonus. The player agreed to this, and will also be receiving the £150 winnings (that were won with his cash only) once the final documents are received.

Kind Regards,


Posted on March 20, 2015

Based on casino's last comment, we consider this case as resolved and it is now officially closed.

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