Casino Superlines - Blocked my account and refused to pay

Hello KUUTSIE,

Please allow us to check the issue and get back to you.

Hello KUUTSIE

Thank you for your patience.

We have finalised the investigation of your concerns and we can see that your Superlines account was closed due to self-exclusion in another casino under the group, namely Nordi Casino.

Under the terms of our license, we are obligated to close any new accounts created by a player who has a current self-exclusion agreement in place.

We have seen that you have had self-excluded on Nordi casino on 11 June 2020.

You created your Superlines Casino account on 04 July 2020 15:27 (casino recorded time) and this account was closed in less than 24hours which is a reasonable time under our license.

Any winnings associated with this account was voided and the sole deposit of 50Euro was refunded.

We can confirm that you have also received a Self-exclusion Block Confirmation email when you self-excluded with Nordi Casino and it stated “You are not allowed to deposit in any affiliated casino, or open any new accounts. “

This is the reason why your account was closed, winnings were voided and the deposit was refunded.

Dear @kuutsie,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

First of all, other casinos have system that prevents deposits made from people that have been blocked from affiliate casinos. If there was system like that it would not be players concern if they will lose their winnings.

Secondly, I have not recieved any money yet because I haven't sent the mandatory documents to finance departmenet of the casino.

But would the casino have noticed my self-exclusion at the nordi casino if I had lost for example 5 times €50 deposit? And if I had made deposits during the night, would I be getting all the lost money back?

I was lucky enough to lose only €100 because of this.

Sorry for the late response, I am away from home.

Thank you for your response.

As we mentioned, on 11 June 2020, you received a self-exclusion block confirmation email. On this document, it clearly says "Exclusions do not extend automatically to any other websites."

"We supply you with options that can help clients who have a gambling addiction. Each option is part of an agreement between you and the casino. We are responsible for supplying you these options, but you have to keep your side of the agreement. Otherwise, they will not work."

For you to open a new account on the same group where you have self-excluded from is a violation of the self-exclusion agreement you undertook and you are putting the casino on a no win-win situation. You will ask for a refund if you lost and demand to be paid of your winnings if you won.

As a self-excluded player, you also have a responsibility at your end. If you are serious about your self-exclusion, you should avoid creating more accounts on the same casino group.

As we said, the casino has closed your account in less than 24hours it was open which is very reasonable under the terms.

On the refund issue - you were informed that you need to provide documents as of the 5th of July 2020 and to date the casino has not received any documentation. And again on the 28 of July, the customer service support team had reminded you to send the documentation.

If you wish to receive your non-refundable deposit - please contact the casino directly and complete the KYC on your account and provide a Bank Statement with IBAN for the fund transfer.

Thank you for your response.

After reading this, there is no way to get my winnings. The casino has made rules and I was fool when the account was made. Next time there will be lots of time to read the rules so I will not fall to another trap like this.

But I am still wondering, why did it take nearly a month to investigate this kind of thing? And there needed to be a complaint made before casino Superlines gave it effort? If there was no determination and constant pushing, there would not be even the refund.

If there was a person who has no time of knowledge about this kind of site (AskGamblers), the person would have lost all deposited funds.

We apologise for the email issue, however, for an unknown reason the said email was received on:

27 JULY 2020 06:15 PM - 8D 19H 22M
New reply created by r*****­***­***­**1­1@g­mai­l.com

On 28 July 2020, the customer support agents informed you the reason for your account closure and to provide documentation/KYC to finalise the return of your deposit.

@AskGamblers we have provided a detailed response to the player's complaint. Unfortunately, if he does not wish to complete the KYC on his account in order to return the non-refundable deposit at the casino, there is not much more we can do to assist him.

The asked documents were emailed like a minute ago, I have been away from home for a week so please have some patience. I have waited a month to get a reply to my email so I hope you can wait few days. There is no need to be rude.

I will consider this case closed after the refund is in my bank account.

This is good example why one should read all the emails very carefully, you might get treated like garbage.

The Verification team had checked your documents and the following are missing:
a.)Back of the driver's license
b.)Bank Statement that shows the BIC (bank identifier code and IBAN.

Please note that the bank statement you provided does not show the BIC.

Kindly send the correct bank statement to the casino support.

Casino superlines was replied instantly after recieving notification from this site at my email. There was only a automatic answer from finance departments email and if I would have waited answer from there I would still be waiting.

This case will be closed after my deposit is returned.

I sure hope it will be soon. It has been well over a month.

The finance team informed us that the funds were paid 2 days ago. Kindly update us if you have receive the funds.

Dear @kuutsie,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and let us know if you have received the disputed payment. Please be notified that, in case you fail to respond within the given timeframe, we will consider your case resolved and it will be closed accordingly.

Please keep in mind that, as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

My original withdrawal has been transfered back to me. I sure hope that people that read this, are sure that they have read all the rules of all the emails which they have gotten in past from casinos that may have self-excluded themselves. At least I got my deposit back after 1,5 months of struggling, there are weaker people than me and give up. Did I get treaten fairly, everyone can decide it by their own. Thank you AskGamblers team for all the support, without you I would be still waiting for the answer to my email.

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.