Ag Awards

Supernova Casino - Withdrawal issues

Complaint Info
Disputed casino Supernova Casino
Reason Delayed payment
Amount $ 1200
Posted on April 10, 2017

This casino's terms indicates the following under 5.2.3. I have made $300 worth of deposits here playing twice and played through over $45,000 in funds during my play activity, Their rules are very vague on your player class status. I made a first withdrawal request for $1200 and received an email that only $150 max withdrawl per week is allowed and if i wanted more funds i had to make further withdrawl requests. Their fee per withdrawl is $50 and there is a 10 business day wait between each. I was told, my player class only allowed for this as the maximum. This casinos terms are not clear related to player class and any new depositing players making withdrawls will run into this same issue. I believe they have been clever with their verbiage in the terms and fail to provide the details of this condition in the terms. All players should be aware of this and this casino is likely pulling this same line with everyone who requests funds. This is a newer casino that should be blacklisted and listed as rogue for this alone. Here is the specific term:

I have deposited twice with this casino - a total of $300. I hit well on the second time and played through their play through requirement (which they verified I did clear in a chat). MInd you, the amount of playing activity was like playing through $45 to $50k. I ended up making a withdrawl request for $1200. After a long long period of document hassle I was finally approved through that step and then waited another full two weeks for the payment processing. Finally after about a month and a half I received an email stating they approved $150 back to my card. Yes,$150! I did read their terms and conditions which states below that the casino reserves to pay you in installments based on your player class. I was told my player class only allows for max $150!!!!! And that I can go ahead and make another request... Well, let's see. One year to get paid $1200 at $150 per time and each with a $50 withdrawl fee.... UMMMM, that's like $500 in fees and a year for a measly $1200... No thank you, stay away from this casino. They will do the same to any new player and said their player class is based on deposits and not activity... I had my winnings up to $9,000 at one point and played through tons and tons of money and all of that did not matter. Here is the rip off policy in their terms and conditions:
5.2. Fees and Limitations in Withdrawals
5.2.1. All withdrawals might incur a processing fee of up to $50 per each withdrawal transaction;
5.2.2. Due to 3rd party processing limitations or policies, the withdrawal amount paid or processed to players on a weekly or monthly basis may vary (please check the table in 5.1.7 above).
5.2.3. 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.

** I have emails showing my max approved amount and the reversed screenshot of of the amount put back in the account.

Posted on April 13, 2017

Dear Supernova Casino,

Please let us know if there's some update regarding this case.

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