The player from the UK had his winnings forfeited due to a maximum cash out limit. The casino did everything in accordance with their Bonus T&Cs, therefore we rejected the complaint.
Casino SuperWins - Player’s winnings have been reduced to x20 of his last deposit.
Amount: £432.4
Casino SuperWins
Safety Index:LowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
4.1
Casino SuperWins has a Safety Index of 4.1, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
4 years ago
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4 years ago
I submitted a withdrawal for £1000 but they are only paying out £527.60. I spoke to live help who said that it only paid out 20x wagering amount. I can understand that may be the case but then surely the rest should go back into my account as I still won it . I have attached pictures from my account
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4 years ago
Dear Jane1628,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I have checked the Bonus T&Cs (https://www.casinosuperwins.com/bonus-terms-conditions/), and this is what I found:
" Once you receive a bonus you will be allowed to cash out a maximum of x20 of your deposit until your general casino balance reaches 0. When a player’s balance reaches 0, the bonus balance and associated wagering requirements are reset. "
Unfortunately, some bonuses have maximum cash out limit. I would recommend you checking out our article about bonuses https://casino.guru/casino-bonuses:
"Some bonuses, especially no deposit bonuses, but sometimes also deposit bonuses, feature maximum withdrawal limits. If, for example, a no deposit bonus comes with a 100€ maximum withdrawal limit and a player wins 300€, he can only withdraw 100€ and the remaining amount will be voided."
Sadly, there is not much I can do to support your case at this time. Please do not hesitate to contact me if there is anything else, I could do for you in this matter. Thank you for your understanding.
Best regards,
Kristina
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4 years ago
Dear Jane1628,
We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint.
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4 years ago
Thanks for your reply.
basically the casino wins no matter what. They keep half of your winnings which is not good at all.
you can close this down.
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4 years ago
Jane1628, please understand, a bonus is something like a gift from the casino and by accepting it you automatically agree to the rules attached in doing so.
Unfortunately, we are rejecting this complaint as unjustified. 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 this or any other casino and we will try our best to help.
