Casino Superlines - Player’s winnings have been reduced.

I deposited 30 euros at superlines casino where I have been playing for about 10 months, bonus was 400%, I managed to win 2000 euros and at the withdrawal request they took away bonus of 120, and they sent me the confirmation of withdrawal request of 1850 euro after it I sent all the required documents and I am surprised that they pay me only 600 euros in two times from 300 and another 1250 they cancel them saying that until now I have deposited with them only 750 euros and that they cannot pay me more, never heard this in any mess, it's illegal, please help me pf, thanks

Dear blazagatic,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly from the entire winnings of €1,850 you received €1,200 only? Could you please forward a specific link to the redeemed bonus along with any relevant communication to petronela.k@casino.guru?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Thank you very much, blazagatic, for the forwarded screenshots. I have checked the general bonus terms and conditions, and this is what I found (here):

"9. Maximum Winnings and Payouts

...

9.4. Once you receive a Deposit Bonus you will be allowed to cash out a maximum of x20 of your deposit. This term also applies if you are playing with a bonus balance and deposited it on your account before your general balance had reached 0."

I would like to emphasize, that according to our Fair Gambling Codex, we consider imposed win limit to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.

If you have deposited €30 when redeeming the bonus then the maximum cashout would be €30 x 20 = €600.

Could you please confirm that you have received these winnings?

Dear blazagatic,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Thanks, this is one of the worst casinos I have played so far, they told me they pay me 300 last night I collect these and that's it

Do I understand correctly that you have received €300 only?

Dear blazagatic,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Hello, let's close the case because I don't play anymore in this casino, among the worst in the world, maximum withdrawal 2500 euros per month ???? in fresh casino and 125000 per month, I asked to delete account, cmq thanks and have a good day

We’ve rejected this complaint as per the player’s explicit request. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with any other casino. We are here to help.