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Super Casino - Winnings withdrawal declined

Nikijg United Kingdom
Posted on December 11, 2015.

Joined super casino and accepted their free £10 joining bonus, racked up winnings of over £500, went to withdraw my winnings and discovered under the terms of the bonus I would have to make a deposit before I could withdraw, then discovered I could only withdraw £100 of these winnings which I then requested. Supplied all requested ID information and waited. My withdrawal sat as pending for 4 days so i went into their online chat and was told it was being looked into and I would hear shortly. Then had an email to say I had violated the terms of the bonus, which on returning to the site and reading the terms of the bonus I don't believe I have done. I believe this has been very misleading and find it hard to understand the point of playing with a bonus that you can never get the winnings from. Also the terms they said that I had broken were not mentioned in the terms and conditions of the bonus, that I had played minimal risk bets, as I had accrued winnings by playing £1 scratch cards and won £150 in total from them, these are fixed price games so how was I not meant to play minimal risk bets. I understand that they will probably point me to the t&c's for roulette for the majority of my winnings but don't feel that this term applies to a fixed price game and they should honour my winnings from a fixed price game! Won't be bothering again and will be withdrawing my initial deposit!

Posted on December 14, 2015.


We have reviewed the player's account and bets. As the player mentioned, they opted to take our £10 signup bonus. This bonus, like all bonuses, comes with some conditions attached that need to be adhered to before we can approve a payout of any winnings accrued. Part of these conditions include the minimal risk bets referred to by the player. We do ask players to confirm they have read and agreed to these terms prior to joining.

When wagering with a bonus, most casinos will not allow any bets from roulette (or a very small percentage, typically 5-20%) to contribute towards the bonus wagering. We allow 100% of roulette bets to contribute towards bonus wagering - but do include a restriction on "minimal risk" bets. These are bets designed to reduce the risk of the wager by covering the majority of the wheel.

After checking the player's bets with our finance team we can confirm that the player's bets almost exclusively covered over 75% of the wheel.

We do of course appreciate that some players prefer to be able to bet on most of the wheel - in these instances if a player is playing with their own cash they can bet exactly how they wish. Unfortunately in this instance the majority of the player's bets covered not only the majority but over 24 numbers and therefore the winnings were removed in line with our bonus policy.

Kind Regards,


Posted on December 18, 2015.

Are you satisfied with casino's response, can we close this complaint? Please be advised that in case you fail to respond within the given time frame we will consider this case as resolved and closed.

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