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Supernova Casino - Withdrawal nightmare

Complaint Info
Disputed casino Supernova Casino
Reason Delayed payment
Amount $ 1300
philleze United States Message
Posted on July 13, 2017

Hello - I sent a withdrawal request on July 2 in the amount of $1,300. I have been verified by the casino, and made sure my request (bank account info, etc) was accurate. On July 11, I received an email stating that $700 was successfully sent to "two cards" that I played with (not the bank account that I entered onto the withdrawal request). The other $600 was "reversed" and sent back to my account without explanation. Later, when I spoke to customer service, they intimated that it was "player class" that went into this decision and that it was quote "a complex process" -- and finally that the next installment would be "executed in the near future."

The casino is not responsive, and is acting in a shady manner. Why request my checking account information if they're going to send it back to my cards? Why not be forthcoming about what player class actually means? Finally, I believe they wrongly reversed the $600 in hopes that I would play it down--if they were acting properly, they would've either sent the whole amount of $1300 at once, or at least kept the $600 in the withdrawal section of the casino rather than reverse it.

Posted on July 16, 2017

Dear Jeremy,

Let me explain you the situation that took place. First of all, according to our T&C that you have accepeted at the first place, Casino reserves the right to send the winnings in installments. Player class influences installment amount as well as time frames of processing a withdrawal request. Player class is mainly determined by depositing/gaming activity of the player.

As for the money being withdrawn back to your card, The Casino reserves the right to process any withdrawals from Casino accounts via the method(s) used to fund the account wherever possible; in the event of a withdrawal delay, the Casino will look for the best available method in order to process the withdrawal.

As for bouncing back. This comes to our system, once the installment is processed, the rest automatcally bonuses back to your balance. After that you need to request another installment.

Kind regards,
+1 855 721 72 19
Supernova Casino
[email protected]

Posted on July 20, 2017

Dear @philleze,

Please let us know if there's an update regarding your ongoing complaint. Please keep in mind that you are supposed to reply within the given 96-hours time frame, otherwise AskGamblers Complaints Team will consider the case as Resolved and it will be closed accordingly. Thank you for your cooperation.

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