The player from Finland had deposited 100 euros into SuperCasino's welcome offer and completed the wagering requirements. However, the casino claimed he had breached bonus rule 4 related to eligibility, which led to the rejection of his withdrawal and confiscation of his winnings. He requested clarification on the specific reason for this action. The issue was resolved as the casino's appeals team reviewed the case, resulting in the payment of the player's winnings, which was credited to his account.
Superkasino Casino - Player's winnings have been confiscated.
Resolved
Our verdict
Case closed
Amount: €2,173
Superkasino Casino
Safety Index:Below averageCase summary
Discussion
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1 year ago
Translation
Hello
I deposited 100 euros into SuperCasino’s welcome offer. I wagered the required amount and then proceeded to withdraw. I didn't violate any bonus rules, but they claim I breached rule 4, which pertains to Eligibility. Could you help me resolve this issue? I honestly didn’t intentionally break any rules, and I would like to know the correct and specific reason why my withdrawal was rejected and my winnings confiscated. This campaign was the first one I redeemed on the entire site, and to my knowledge, no one else at this address has participated in such a campaign. Thank you for assisting me.
Niilo
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1 year ago
Hello Crabbb,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Superkasino Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? Would it be possible to forward the exact bonus you claimed (screenshot or it's link) and your betting history to nikolas.b@casino.guru? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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1 year ago
TranslationHi, I received an email from the casino saying that the appeals team looked into the matter again. They paid the money I won and it has already entered the account. Thanks though!
Nile
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1 year ago
Dear Crabbb,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Casino.Guru
