The player from Germany had his winnings forfeit due to a rule about lifetime deposit. After gathering all the necessary information we rejected this complaint.
Casino Superlines - Player’s winnings have been reduced to x10 of his last deposit.
Amount: €1,000
Casino Superlines
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Case closed
Our verdict
Other
REJECTED
Case summary
3 years ago
Public
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3 years ago
Translation
Hello, I won different sums of money from different deposits, with the first deposit I won around 350, but before the withdrawal I won again with the next deposit and had to cancel the previous withdrawal in order to be able to withdraw more money because you can only make one payout in total ... anyway, at the end of various deposits and won a total of 1,000 € were collected, which I then paid out .. the next day I received an email that instead of the 1,000 € only 300 € was confirmed to be paid out, so at first I was shocked because I had unfortunately not read the terms and conditions before, but the real shock only came when I noticed that the remaining € 700 of my money disappeared ... when I complained at live chat , the good lady just meant that the rest of my money was simply removed ... so the terms and conditions say that you only pay out x10 of what you pay in However, it must not be that the rest of the money is simply removed or stolen and is not credited back to the player's account if necessary ... I call this rip-off and trickery at the highest level. Please help
Sincerely, serhat
Automatic translation:
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3 years ago
Dear Serhat,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I have checked terms and conditions, and this is what I found https://www.casinosuperlines.com/en/tnc:
"Maximum Winnings and Payouts
If a player's accumulated deposit amount does not exceed €200, players will be entitled only up to X10 last deposit. This maximum payout will be enforced also in cases where the player made additional deposits which were deemed at the sole discretion of the Casino to have been made in order to exceed the €200 accumulated deposit amount."
I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider this rule to be unfair and predatory when it’s applied to a real money game. Please, could you confirm, that you have accumulated winnings without any active bonus and clarify how much was your last and lifetime accumulative deposits? Ideally, you could forward your "cashier" history to petronela.k@casino.guru
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3 years ago
Translation
Here are the screenshots of the deposits. I am aware of the terms and conditions, but the terms and conditions do not say anywhere that in this case, my remaining money can simply be removed. My remaining € 700 has just vanished into thin air. They could at least get it back on my account.
Sincerely, serhat
Edited
Automatic translation:
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3 years ago
Thank you very much, Serhat, for forwarding your cashier history. Do I understand correctly that you accumulated deposit amount is €180 and your last deposit was €30?
Unfortunately, it is stated in terms and conditions that the rest of the winnings will be removed from player’s account https://www.casinosuperlines.com/en/tnc:
"9.1 If a player's accumulated deposit amount does not exceed €200, players will be entitled only up to X10 last deposit. This maximum payout will be enforced also in cases where the player made additional deposits which were deemed at the sole discretion of the Casino to have been made in order to exceed the €200 accumulated deposit amount."
"9.8 You acknowledge that any winnings exceeding the allowed maximum cashouts under the Maximum Winnings and Payouts clause will be removed automatically."
Could you please confirm that you have accumulated your winnings without any active bonus?
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3 years ago
Translation
Okay, then unfortunately I haven't read that carefully.
Thank you for your work and it's a shame that unfortunately there is nothing you can do but get excited.
Automatic translation:
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3 years ago
Dear Serhat,
We are fully aware of this unfair rule, unfortunately it’s beyond our power to change it. As you can see in our review https://casino.guru/Superlines-Casino-review we point it out in Negatives and lower down casino’s rating significantly.
I’m truly sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. I will reject this complaint now. Thank you for your understanding.
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