Super Slots Casino - Player has been accused of opening multiple accounts.

I made deposits and then won $2,200. They had no problem keeping my losses, but when I won they almost immediately closed out my account and refused to let me have my winnings. Said I had multiple people in the household that set up accounts but THAT IS A LIE. There is no one else in my household that plays. There are other reviews on Trustpilot of players having their accounts closed for very questionable reasons and their winnings having been taken as well.

Dear joeya7399, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the T&Cs and I found this:

"... Clients shall not open more than one client account per household without prior written consent from Super Slots. If a client would like to test the system, Super Slots will provide the client with a demo account. In the event of a violation, Super Slots has the right to void all current and future play as well as the potential win/loss from that play."

Is there any chance, that someone using the same IP address has created an account at this casino too?

Would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards, 

Kristina

Hi Kristina! Sorry it took so long to get back to you. There is absolutely ZERO CHANCE that there was another account created. Unfortunately, I don’t know of a way to access the chats that I had with them, so I can’t really send you the communications.

So here are some of my thoughts on this situation, Kristina:

If I was not allowed to play because I had "broken rules", why did they let me sign up in the first place? Also, if there was already an account for me, why wouldn’t it just tell me to log instead of letting me register as a new player?

Also, the Casino had no issues with me "breaking rules" when I was losing and they were taking my money. No word from anyone about anything, and that was what was happening the first few times I played with them. Then I finally won and very quickly I was a "rule breaker" and my account was immediately closed.

Also, the first customer service rep I spoke with (I will try to figure out a way to get you the communications) assured me that ALL money in my account, including winnings, would be paid to me "within 24-48 hrs". Then I got an Email from the Validation department saying it was closed and I would only get deposits back. That Rep was positive that my winnings would also be cashed out with my deposits because my account was closed and that was how they did it. If others did have closed accounts and did get their winnings back, why not me? Did I win to much? Was this person not telling me the truth?

I really wanted to talk to someone to get it worked out and try to figure out what they were talking about. They said I would not be able to speak to anyone about my issue. Per the rep, a number to call for customer service does not exist for their slots. The Chats with the representatives got me nowhere and I was blocked from escalating my problem with them.

Just as a side note, on Trustpilot (where I wrote a review), there is a review from someone else who had THE EXACT SAME THING happen to him with this casino, but his was for $1,300. He talked about how no one would explain anything and was asking for help from others to get his winnings. I have found other reviews out there from others who have complained about the same thing with this casino as well…

I saw something where the Casino has a rule that you can only win up to $1,000/day? I hit that $2,000 basically on one bonus stage. Maybe that was really the rule that I broke? Maybe that’s why I could not have my winnings?

I know we do not know each other Kristina, but I am an honest guy. I swear on everything I own that there were never multiple accounts set up. My Wife does not gamble, so I am the only other person in the household (at least for the last 13 years). I had never had any fraud issues with my identity, and I KNOW I did not already have an account with them. I have had the same Email address (which I would have signed up with) for about the last 20 years. True I have moved before, changed my number, and have sometimes gone as "Joe" and other times as "Joseph", but these things should not effect anything. Changes like these do not translate to different accounts.

Again, if I "already had an account" and/or I was "playing illegally", why didn’t they let me sign up? Why did they not say a word about it until right after I won money? Seems like a very strange coincidence.

Sorry to chat your ear off, but I know in my heart I got scammed. I AM POSITIVE I did. I truly believe if I had not won, and kept losing, my account would still be open today.

I TRULY appreciate you looking into this for me. If I can find info on the correspondence between the casino and I, I will send it to you ASAP.

Thanks again for listening, Kristen.

Sincerely,

Joe A***

So since my account is locked, and I can’t sign in, I have no way to look at the Chats I had. Really sorry. I know that does not make things any easier 🙁

Thank you for your reply, joeya7399. Could you please clarify whether you accumulated your winnings with or without an active bonus? Have you passed the KYC verification?

I never used any bonuses. Not sure what the KYC Verification is, sorry. After I first won I asked a customer service rep if I needed to fill out any forms or do anything before I could make my deposit. He said there was nothing I had to do, except wait the two weeks. Which I actually felt was a little odd. Thought they would need some ID, proof of address, etc.

KYC - verification (Know Your Customer/Client) is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. In order to verify a player's identity, casinos request certain documents. Usually, casinos require at least one type of ID (ID, driver's license, passport) and one type of proof of address (utility bill, phone bill, etc.). However, some casinos can ask for bank statements, proof of ownership of the payment method used to make a deposit, various selfies, etc.

Most casinos perform the verification at some point, sooner or later - some casinos don't let players make deposits before they submit documents, other casinos let players withdraw the first or few smaller withdrawals without it, but most often casinos ask for documents at the point of the first withdrawal.

Do I understand correctly that you haven't yet provided any documents to verify your identity?

That is correct. I wanted to make a withdrawal so I asked in chat what documents they needed. The rep said I had to wait 14 days, but honest to goodness said I did not need to provide any documentation. I thought it was really odd but I went with it. Wish I had access to my old chats 🙁 I don’t know why he would say that. Makes me think they never had any intention of doing the payout in the first place.

Thank you very much joeya7399 for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hi joeya7399,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Super Slots Casino to the conversation to participate in the resolution of this complaint.

Ok thanks for your help. Obviously the timing of my account being closed almost immediately after a significant win does not sit well with me. Multiple deposited were made and money was lost to them before I won. They took my losses with no questions and had no issues with my account at that time. Also, why was I allowed to sign up and play with a new account if, according to them, multiple accounts already existed?

What I am looking for are specific examples of these multiple accounts. Dates, names, addresses, etc. When I tried to get this information all I was provided were codes with letters and numbers that made no sense to me. No one would talk to me further about what exactly they were talking about with examples that I could understand. If there was a misunderstanding I felt like I could try to help resolve it with them. They just refused to let me talk to anyone or go any further with it.

Also, I would love to be able to access former chats I had with them to illustrate the confusion on the part of the reps. Like:

1. The rep who assured me over and over that after my account got closed I would still get my winnings. Said any account balance left on my account after it was closed would be provided back to me within 24-48 hrs if my account being closed. Said "that is how it is done".
2. The rep that told me no paperwork or proof of identification would be required for me to make a withdrawal (I asked this before my account got closed). Asked a few times, thinking this sounded strange, but still got the same answer. I was told that all I had to do was wait two weeks to withdrawal the money. I think maybe they knew I would never be able to make the withdrawal, and did not bother giving me the details on how to do so.
3. The rep who told me in the beginning, when my account first got closed, that it really was not closed. I simply tried to log in to many times, and to wait one hour to try again. This rep assured me nothing else was wrong with my account.
4. The rep who told me, when I asked to speak to someone directly, that a number to call for help with slots did not exist. Very convenient for them not to have to talk to players about the details of why their winnings were going to be held. They should be willing to not only talk to their players, but try to resolve any issues with them to keep the players happy and maintain a reputation as an honest company.

For a company that is so established and legit, why can no one on chat relay the correct information about basic company policies (withdrawals, account closures, policies regarding dispersing of account balances once an account is closed, etc). Such a company should also have a number for it’s slot players to call with issues.

When I saw online that other people were experiencing the same exact problems with this company after significant wins, I decided it was time to reach out to you guys.

This whole experience felt to me like I was getting scammed from the beginning for several reasons, even beyond what I have spoken of first with Kristina, and now you. I appreciate your help Peter.

Good afternoon, we apologize for all inconveniences,

I have made contact with the department in charge , sending all this information. I will be updating this case as soon as I have an update. Thank you very much.

SS Representative

Hi all,

Thank you for your replies.

Let's see if the casino representative will be able to help.

Good afternoon, I have been informed that our Casino Department has been trying to contact customer but got his VM. Also, an email was also sent to the player apologizing for any inconvenience caused and we have given the player a GWG as well. The player’s account was reinstated and he is able to access his funds should he wish to do so.

SS Representative. 

I can honestly say that I have no recollection of ever getting an email or a voicemail from Super Slots. While what the last Representative said sounds great, I just spent over 30 minutes working with 2 different reps on chat and still cannot access my account. I tried several times to use the "forgot password " function with my email, but emails never show up in my inbox or junk folder. I feel like my email may no longer be in the system? I tried different devices, changed browsers, and cleared my cookies and history from Chrome, which is what I was using. In the end, no one knew how to help me. This was the last message I got:

Laura Cooper at 21:22, Mar 11:

"I escalated your quesry to the relevant

team for further assistance. Once they

review your account they will contact you

via email and will sort this out for you.

This may take up to 24 hours."

I asked for a temporary password to get logged in, but was told by the representative that she did not have the authority to give me one. So I am waiting to see if my account has in fact been restored with my funds. I have yet to see that it has been done.

So I checked all emails and all voicemails. Super Slots never reached out to me like they said. I am starting to lose track of how many lies I have been told since this whole thing started.

As expected, the email that the last rep I spoke with said would arrive within 24 hours never came. Again, I tried to log in many times but the link to reset my password never shows up in my email or junk mail (despite the site telling me that a link had been sent there). Not being able to receive the links from Super Slots, coupled with not being able to log in to Super Slots with my email, leads me to believe that my email is still not registered again and that my account has not really been "reinstated". If it was, how come multiple reps (one of which said she spoke to her Supervisor) cannot figure out how to help me log into my account? So after trying yet again (more wasted time and effort) with the customer service reps, I still have no access to my account or any funds (if my account does indeed have funds).

After the last correspondence sent by Super Slots, I felt a false sense of hope. By apologizing "for the inconvenience " and giving me "access back to my funds", I was led to believe that they were admitting that it was not true that I broke any rules with them. That they were taking ownership for some very questionable and suspicious moves they made following a decent win on their slots. I fear now that I was once again misled by them.

Is there someone, a Manager for Super Slots perhaps, that can just finally take care of this situation? Is there literally no one at this company that can do right for their customers and provide HONEST, STRAIGHT FORWARD INFORMATION?? The rep who documented on here that everything was fixed was untruthful just like literally everyone else in this company that I have come in contact with. I feel like I am no closer to having this resolved then I was weeks ago.

Hi joeya7399,

Thank you for the update.

Dear Super Slots Casino team,

Could you please explain what is going on?

Good afternoon, I have communicated this situation to the department handling the complaint. I will update with any outcome as soon as I get it from them.

SS representative.

 joeya7399, could you please provide a phone number and day times that you can be reached? please, so the team can call you at those specific hours?

SS Representative

Hi joeya7399,

Has there been any news?

Dear joeya7399,

We are extending the timer by 7 days. Please, be aware that in case you fail to reply and provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this complaint because the player stopped responding to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.