I would like to make users aware of the issue I have with Supercasino refusing to payout my winnings. It seems that the casino have a clause in their term that allows them to refuse to pay winnings for whatever reason they want and completely at their discretion.
I deposited £200 and the casino added a bonus of £250. I then commenced betting playing my usual game of Blackjack. I bet in my usual way of increasing my bet size when I felt luck was on my side. Once I had completed my wagering requirements for the bonus I continued to bet as I felt luck was on my side and managed to get my total balance up to £19500.
I then decided not to ride my luck anymore and withdraw my winnings before I lost it all again.
About a week later I was told over the phone that my winnings had been removed from by account under the following terms:
17.1.7 PROMOTION ABUSE
SuperCasino reserves the right to review transaction records and logs from time to time, for any reason whatsoever. If, upon such a review, it appears that player is participating in strategies that SuperCasino in its sole discretion deems to be abusive, SuperCasino reserves the right to revoke the entitlement of such a player to the promotion.
If upon such review, the players' practices have been deemed to be "Promotion Abuse", SuperCasino has the right to take the following actions, at its sole discretion, against such abusers:
• We reserve the right to revoke and/or cancel any bonuses and winnings that We regard may have been redeemed by misuse of the system.
• Abusing player accounts may be terminated immediately.
• Players found to be abusing Bonus offers may be barred from receiving further Bonuses.
Please be aware that a valid telephone contact number MUST be provided on registration as We may make a confirmation call to You as part of confirming Your identity. If you cannot be contacted on the number provided any winnings accrued from use of any bonus offer may be forfeited and Your account terminated.
I submitted a complaint by email to which they responded with the saying they had tried to call me. I then tried call them on several occasions but could not get through.
11 days later I received the following in an email:
As we have not had a response from you in regards to our previous email, we will consider this case now closed.
To which I replied on the same day:
Please do not close this, I tried to call back early last week and could not get through and have not been available since.
33 days later I received the following email and have not heard anything since:
I am terribly sorry for the delay in getting back to you, this is not something I have forgotten about and I am chasing management to look into the below.
I do appreciate your patience.