HomeComplaintsCasino SuperWins - Player’s winnings have been reduced to x20 of his last deposit.

Casino SuperWins - Player’s winnings have been reduced to x20 of his last deposit.

Amount: £432.4

Casino SuperWins
Safety Index:Low
Submitted: 21 Jun 2020 | Case closed : 30 Jun 2020
Case closed Our verdict

Unjustified complaint

REJECTED

Case summary

4 years ago

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.

Public
Public
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

filefilefile

Public
Public
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

Public
Public
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.

Edited by a Casino Guru admin
Public
Public
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.

Edited
Public
Public
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.

Forum_alt
Join the discussion on our Forum and meet casino players from all over the world
scamalert_1_alt
Casino Guru employees will never ask for your password or seek access to your casino or bank account.
Follow us on social media – Daily posts, no deposit bonuses, new slots, and more
Subscribe to our newsletter for newest no deposit bonuses, new slots, and other news