SuperNopea Casino - Pelaajan kotiutus viivästyy ja voitot takavarikoidaan.

The withdrawal was rejected for a fabricated reason. I managed to wager the welcome bonus and strictly followed the bonus terms (the largest bet when wagering was, for example, €0.5). I ended up putting €650 into the withdrawal and this is where it started to take days instead of the "5 minutes" promised through Trustly. I received a response by email today, telling me that I had broken the rules by playing with bets over €2. This is of course not true and this can also be seen in the game history. The winnings were removed and €20 was returned to the account. I couldn't withdraw this either, as the minimum withdrawal is €40. There are screenshots of everything and there are also video recordings of the game sessions.

I only noticed negative reviews about the casino afterwards. Now I guess I'll have to pay the tuition.

Kotiutus hylättiin tekaistulla syyllä. Onnistuin kierrättämään tervetuliaisbonuksen ja noudatin tarkasti bonusehtoja (suurin panos kierrättäessä oli esim. 0,5€). Kotiutukseen laitoin lopuilta 650€ ja tässähän alkoikin kestämään Trustlyn kautta luvatun "5 minuutin" sijaan päiviä. Sain tänään sähköpostitse vastauksen, jossa minun kerrottiin rikkoneen sääntöjä pelaamaalla yli 2€ panoksilla. Tämä ei tietenkään pidä paikkaansa ja tämä on nähtävissä myös pelihistoriasta. Voitot poistettiin ja tilille palautettiin 20€. Tätäkään ei pystynyt nostamaan, sillä minimikotiutus on 40€. Kuvakaappaukset löytyy kaikesta ja pelisessioista on myös videotallenteita.

Huomasin vasta jälkeenpäin negatiivista kirjoittelua kyseistä kasinosta. Nyt taisi tulla maksettua oppirahat.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

I'm sorry to hear about your negative experience. I checked the bonus T&Cs and found this:

18.4 Maximum allowed bet in Casino and Live Casino when having an active bonus is €5 per bet/spin, unless the bonus terms & conditions state otherwise. Larger bets or playing on games from Group C may lead to confiscation of the bonus assets, free spins and possible winnings made with bonus money.

Our position is closely explained in the Fair Gambling Codex

https://casino.guru/fair-gambling-codex-for-casinos#max-bets: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, if you feel you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is attila.g@casino.guru.

If there is any other relevant communication between you and the casino, please send it as well.

Thank you in advance for your reply.

Best regards,

Attila

Healthy,

Unable to download transaction history from the casino. The view is special...

The bonus was a first deposit welcome bonus offered by Supernopea.

Terve,

Kasinolta ei pysty lataamaan tapahtumahistoriaa. Näkymä on erikoinen...

Bonus oli Supernopean tarjoama ensimmäisen talletuksen tervetulijais -bonus.

Dear player, thank you for your response.

In order for me to properly asses the issue, could you please share your game history in a format other than forwarded screenshots? I suggest requesting the complete game history directly from the casino in Excel format. The game history should cover the whole of the relevant period: from the moment of the activation of the bonus, until the confiscation of the winnings.

Thank you in advance for your reply.

Hello ,

I sent an email to superfast casino about it. I'm waiting for their response and will see if they can provide me with the game history. Thank you.

Terve,

Laitoin supernopea kasinolle sähköpostia aiheesta. Odotan heidän vastausta ja katsotaan toimittavatko he minulle pelihistorian. Kiitos sinulle.

Hello jondura,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hi,

Thank you. Superfast Casino has not yet responded to my email regarding sending me my game history.

Moi,

Kiitos. Supernopea kasino ei ole vielä vastannut mitään sähköpostiini, koskien pelihistorian lähettämistä minulle.

Super Nopea has not responded to this email.

I manually went through the game history on the sidebar and the largest bet was €1. The bet increase happened after a €500 Gemix win, which came with a €0.5 bet.

Super Nopea ei ole vastannut tähän sähköpostiin.

Kävin itse manuaalisesti läpi pelihistoriaa sivukaupalla ja isoin panos oli 1€. Panoksen korotus tapahtui 500€ Gemix voiton jälkeen, joka oli tullut 0,5€ panoksella.

Dear jondura,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Hello jondura,

I'm Michal, and I have taken over your complaint. I have reviewed your case and will contact the casino to shed more light on this matter to see if I can help somehow.

We would like to invite SuperNopea Casino to join the conversation.

Dear SuperNopea Casino,

Could you please send us the full game log for the player for our independent assessment? We wish to review the games played, the bets made, and ascertain if and when the maximum bet limit was exceeded, as the player has been accused of this. Furthermore, if there are any other elements affecting the situation that cannot be made public, I would be grateful if you could share those, along with any evidence, directly with me at michal.k@casino.guru.