I'am complaining as I'm very upset about the service that SuperCasino have provided to me as they have removed all my winnings and i can see that I'm not the only one who had the problem like that with them !
I've seen their advert on TV and seen that they have a Welcome Bonus of 10 pound free for register. I have registered to their casino and started to play slots.
I've checked their terms and condition to see what do they require and there was a wagering requirements. I've checked my wagering requirements and there was 990 pound to be met.
After I've met their wagering requirements it went all to my REAL MONEY. As it's says in their Terms : 17.1 The bonus amount will be placed into a Bonus Balance and will be kept separate from your Cash Balance. When you place a bet, the bet will be deducted from your Cash Balance. If there are no funds remaining in your Cash Balance, then bets will be deducted from your Bonus Balance;
All bonuses have wagering requirements and will restrict withdrawals in the event that they are not met. Please be sure to take this into account before taking up any promotional offer. If you wish to make a withdrawal before meeting the wagering requirements then you will forfeit your winnings accrued, your bonus amount and opt out of the bonus offer.
Any winnings that you receive will be placed on to your Bonus Balance and cannot be withdrawn until you have met the Wagering Requirements for that bonus;
The bonus amount itself may also not be withdrawn until you have met the Wagering Requirements. In some cases the bonus is Non-Redeemable, in which case the bonus amount can never be withdrawn. We will make this clear in the offer for that bonus;
When you have met the Wagering Requirements, the sum in your Bonus Balance that is linked to the active bonus will be transferred into your Cash Balance AND MAY THEN BE WITHDRAWN AT ANY TIME. - i WOULD LIKE TO HIGHLIGHT THIS BECAUSE IF MY MONEY HAVE BEEN TRANSFERRED INTO MY CASH BALENCE THEN THERE SHOULD BE NO PROBLEMS WITH WITHDRAWN !
After 24 hours i contacted Super Casino on chat as i had no response from them about my withdraw and they told me to send documents ( I did not get any email). I did what the lady have asked me. After another 24 hours I contact them again as I had no response again and they have told me that they didn't get any documents from me. I've send them again. Then again i had to contact them again due to no response again and they told me that i need to send them my bank statement so they can procced my withdraw.. I had a conversation about it with a lady from Super Casino and she told me that proof of address would be ok as i've send them wrong one because it has to be one from last 6 months. I did that today straight away and she told me they will check my withdraw now.
I just wanted to go on Super Casino to play few minutes ago and check my withdraw and I had surprise as there was a payment of 1,000 declined and my deposit was approved to be back on my account...
I just want to find out how come this is happening as i met your wagering requirements and lady on the chat just told me that i ''used minimal risk tactics ''.
I think this is very unfair as i have not broke any terms. If I have then you shouldn't put those winning money on my Cash Balance because in the time that it went on the Cash Balance it became my money and you have stole it by removing it.
Also i had like 3 pound still on the balance to be played with in the casino but it's removed as well. I'm attaching the pictures of my withdraw pending in case they will remove my account to avoid paying those 1,000.
VERY POOR SERVICE AND WILL NEVER USE IT AGAIN - THEY SHOULD NOT BE ADVERTISED ON THE TV.
I played on Sky Vegas Casino and had never problem like this. Withdrawls always on time.