Casino SuperWins - Player has requested a refund.

I looked at games list before deposit and found games from blueprint, elk and many know providers,so made deposit of £30 and went to play slots but all the top providers are no longer available so tried to withdraw deposit and found i was not able to,so contacted chat and was told to email complaint to support. A total scam casino dont rate chance of getting monies returned.

Dear John,

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. Have you played any of your funds or they are still untouched in your account? I have checked terms and conditions, and this is what I found https://www.casinosuperwins.com/general-terms-conditions/?lang=en:

„Refunds

We are under no obligation to refund a deposit. In cases where we do refund a deposit, we reserve the right to charge a refund fee of 5% of the refund amount, with a minimum of £5."

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hi,

I can confirm that the games list was very different after !st deposit and i have not used any monies,even though the person on chat tried to get me to play as per transcript submitted.

Dear John,

Have you sent an email to support@casinosuperwins.com regarding your refund? Thank you.

Thank you very much John for providing all the necessary information. I will now transfer your complaint to my colleague Juli who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello John,

I looked at your complaint and will do my best to help you. I would like to invite Casino Super Wins into this conversation. Please, can you explain why this player is experiencing problems with his refund request? Thank you in advance for your reply.

please find attached games providers before registering and the games providers after i registered.

Please be advised that some games will not be available in some countries as advised in the terms and conditions of the casino. 

2.5. The Player acknowledges that some games may not be available in all countries.

For this reason, we do not issue refunds based on game availability as per the player's jurisdiction.

Regarding the email issue, we can confirm that we have not received any communications from John. The reason is unknown and might be related to his email account as we have no issue receiving the email from Casino Guru.

Dear John,

Unfortunately, neither we nor the casino can influence the choice of the games availability in any way. As I said before variety and accessibility of game providers is not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, and contracts with the game providers, all have a major influence.

I’m very 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 this or any other casino in the future. I will reject this complaint now. Thank you for your understanding. 

Best regards,

Juli