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Supernova Casino - Paying out 40K win would take 8 years!

RESOLVED
Posted on December 12, 2018.

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

Posted on December 14, 2018.

Hello JOFFYY,

Thank you for your post on AskGamblers!


@AskGamblers:

The Finance representatives were communicating with the customer on this matter. We do truly hope that the mutual agreement which is satisfactory for both sides has been met.

Even though as per T&C the Company reserves the right to send the winnings in installments that are being determined by depositing/gaming activity of the player, it has been decided to ensure the increase of the installment amount in this specific case.

@JOFFYY:

If there is anything else we can help you with – please let us know, we are always here for you.


Kind regards,

Supernova Casino

AskGamblers
Posted on December 14, 2018.

Dear @joffyy,

Please confirm if the issue has been resolved. Keep in mind that in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

Thank you for your cooperation.

Posted on December 15, 2018.

Dear Askgamblers,

I can confirm the casino agreed to up the installment amount to £2000. However I would appreciate if they could confirm on here that it will remain at £2000 and not be lowered after one or two withdrawals.

I will also wait until the first £2000 has been processed and received as I have not heard yet.

Once both of those are satisfied I will close the complaint.

Thanks

Posted on December 18, 2018.

Hello JOFFYY,

Thank you for your reply on AskGamblers!

We have been informed by the Finance department that you have submitted the withdrawal request in the amount of £1750 lately. This amount is going to be processed for you within the time frames stated over the T&C of the company.

All the following payouts are going to be processed as per mutually agreed conditions.

Should you have any further questions, our Finance team will gladly assist you just about anything.

Have a great day!

AskGamblers
Posted on December 22, 2018.

Dear @joffyy,

Please let us know if we may close this complaint as resolved? Please be in aware that in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

We would also like to use the occasion and suggest to player to contact our team and request complaint's reopening in case something goes wrong with their payment/s.

Thank you for your cooperation.

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