Casino SuperWins - Player’s winnings have been capped.

I deposited £44.64 twice to the casino on 28/09/2020 - 22:08 & 29/09/2020 - 00:22 - they were both credited to my playing balance as real money -no bonus in play,

i won £600 exactly and withdrew as a wire transfer under ID 182519 - I cancelled this amount and returned it to my playing balance so I had £600 in play of real funds -

I then won a further £300 so withdrew an exact amount of £900,

"Dear Matthew,

Thank you for playing at Casino Superwins.

Your withdrawal request of £900.0 has been submitted successfully. 

Reference number: 182909

(Keep this reference number for further queries)"

at 16;56pm on 30/09/20 I received an email saying

"Dear Matthew,

Thank you for playing at Casino Superwins.

Your withdrawal request of £100.00 has been submitted successfully. 

Reference number: 183282"

I did not make this withdrawal- the casino removed any record of my £900 withdrawal (182909) and replaced it with a wire transfer of £100 (183282) - & removed £800 real funds from my account,

to resolve my complaint I would like casino super wins to credit me by wire transfer the money owed, I was not playing with free money or a bonus, only funds I had credited initially by credit card - which I have today 30/09/20 have provided verification to their verification dept.

please can you look into my complaint, I feel super wins casino have violated their own terms and conditions & I have been deeply upset over the way in which I have been treated;

my complaint will be fully resolved upon the payment of funds due to me,

thank you for your assistance

Matthew ***

Dear Bradford,

Thank you very much for submitting your complaint and for forwarding all the relevant screenshots. I’m sorry to hear about your problem. We will contact the casino and ask for their cooperation resolving this issue, but, before we do so, could you please forward your game and bonus histories 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 there,

thank you for your assistance with this,

there are around 72 pages I believe of game history over the period 28/09-29/09

im finding it hard to provide it to you - is there any chance you can liase with the casino?

otherwise I’ll try & get it to you

bonus wise - I have not taken advantage of any deposit bonuses ever on the site,

Thanks again for your help

Matthew

i there -

I’m still getting no where with the casino- apparently they’re doing a review but have not updated me at all -

could you please step in and help?

thank you so much

Matthew

Thank you very much, Bradford, for your reply. I will now transfer your complaint to my colleague Peter 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.

If your game history becomes necessary, we will request later. 

Thank you so much for your assistance

matthew

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Uploaded chat history from request to contact live chat -

thanks Matthew

The casino have called this morning - and confirmed I will receive the £800 -

I’ll believe it when it’s in my bank account,

I’ll update if I receive it,

thank you

Matthew gregory

Hi Bradford,

I'm taking over your complaint. It's good to hear the casino called you. Let's wait for a few days and see if they pay you your winnings.

Good morning

im pleased to say I’ve received the full amount this morning,

this can be closed,

thank you

Matthew

Hello Bradford,

Thank you for the update. I'm glad to hear that you received your funds. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. 

Best regards,

Peter