Casino SuperWins - Player’s withdrawal request was denied.

Won’t pay me £702, as I bet more than the €5 Per spin set out in the t and c’s , I clicked on the t and c’s and was welcomed with error 404 So didn’t know about this

Dear Mark,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the Bonus T&Cs. I didn’t come across any error you are describing, and I found this:

"A maximum bet of £5 applies when playing with bonus balance."

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not a standard practice yet. You were not stopped or blocked when you decided to increase your bet, and, as a result, you breached the maximum bet rule.

Mark, please could you forward your game history together with a link of the specific bonus that you have redeemed and played? You can post it here or send it to my email address kristina.s@casino.guru.

Please note that this casino has a very bad reputation, but we will try our best to help you.

Thank you in advance for your reply.

Best regards,

Kristina

Hi how do I upload a short video showing me clicking on the various links .

https://www.casinosuperwins.com/bonus-terms-and-conditions/?lang=en&desktop=true&spMailingID=62442235&spUserID=NDQ5NDU0OTE4MjMwS0&spJobID=1862798388&spReportId=MTg2Mjc5ODM4OAS2

Mark, you can send it to my email address mentioned above.

Thank you very much Mark for sending me the recording. I will now transfer your complaint to my colleague Jozef 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 Mark.

Thank you very much for sharing negative experience with the Casino Super Wins. We will now try to get in touch with the casino.

Thankyou

Thank you for bringing this to our attention.

Please note that the correct link to the bonus terms and conditions is https://www.casinosuperwins.com/bonus-terms-conditions/?lang=en

This link is the one that opens up when you click on the Bonus terms and conditions that can be found at the bottom of the wesbite. Further you will find the said terms in different parts of the site including the promotion page, by expanding the +Bonus terms such as here https://www.casinosuperwins.com/wonderwheel/?lang=en

We see that you are using a link that do not exist and you would notice that there is no -and- on the correct link.

We can confirm that over 270+ bets over 5euro were made and the reason why the winnings were declined under the bonus terms.

To add, we see that you never visited the casino live chat to ask for guidance if you have had issue in accessing the terms and conditions.

I’ve just clicked on both links and they still don’t work , and nobody would go on live chat to say they can’t access terms and conditions , this is not my fault that the terms and conditions don’t work , thanks

Hello Mark.

Please, could you specify, how did you find the invalid link of bonus T&C (you have mentioned above)? Have you contacted the casino support about it?

I got sent the link via live chat , on this conversation and on there website , I have a video of me clicking on the links and nothing happens , yes I emailed customer service , got a reply today but they just keep saying the same thing

Hello Mark.

I mean this one:

https://www.casinosuperwins.com/bonus-terms-and-conditions/?lang=en&desktop=true&spMailingID=62442235&spUserID=NDQ5NDU0OTE4MjMwS0&spJobID=1862798388&spReportId=MTg2Mjc5ODM4OAS2

 where did you find it, please?

I can confirm that the links from the casino are valid and also on their website. 

Mark, I am afraid you are not entitled to your winnings, if the casino information were correct you may just experience connection difficulties. Have they ever provided you with the incorrect link and could you provide us with proof? 

Hello Mark.

Have you confronted the casino support that it was not working before you played with the bonus?

Yes but they still say I broke the rules

Mark, I apologize but I am still a bit confused about your reply. Have you confronted the casino before you took the bonus (before you broke the rules)? It is important since if you confronted the casino only when you have already breached the bonus conditions there is nothing much we can do.  

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.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.