Super Slots Casino - Player’s attempts to self-exclude himself have been overlooked.

I asked this casino over 30 times to close my account because I had a problem and they refused to do so and kept taking more and more of my money and then I asked for a refund or bonus after they took 2700 dollars from me in the last 36 hours and they refused and then said they never were told I had a problem but were going to shut my account down now and not refund me anything or offer me any compensation for them preying on me and illegally allowing me to continue to dump money in for them to steal with their rigged games and I want a refund for at minimum 700 dollars or im going to sue as well as contact the gaming commission so that they are sanctioned and hopefully shut down permanently for their predatory actions

Dear Oheyitsmikeb,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward all the emails or screenshots showing that you have sent requests for the self-exclusion? My email address is petronela.k@casino.guru. Did you specify in those requests for how long you wish your account to be closed and clearly stated the reason why?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Thank you, Oheyitsmikeb , for the forwarded live chat transcript. Could you please forward the actual requests that have been sent to the casino to close your account?

I sent you the email that I sent to them reiterating I had a problem and that they were told multiple times to close the account before they took in 700 dollars and then following that email they still refused to listen and took another 700 plus over 2k in winnings

I have received a chat transcript but never any email that would be an official self-exclusion request. Please try again.

I received your email from 19th of August. I do apologize, but regardless of foul language, I didn't find any reference to a gambling problem. Could you please advise when was the first time when you informed the casino about your addiction?

How did you not see it ? I underlined the exact verbiage in the email that states clear as day that I had asked for the account closure massive amounts of time snd that they refused to abide my request it also states verbatim the word "my" and "problem" and states they used it for their advantage predatorily to drain my pockets etc … how are you not seeing this in the message I provided you ? What else were you thinking that those words meant ? I thought it was quite clear … additionally even after I sent that email and had multiple conversations with the chat hosts (I unfortunately only have the transcripts I provided yet I assure you I had atleast 5-7 seperate convos with staff in the same regard) they still failed to close my account and then accepted another 700 in deposits and a few grand in monies I won during a 2-3 day span making it over 2000 in actual deposits and over 6000-7000 in winnings within a 7 day period. .

Those live chat transcripts are just horrendous. I'm quite surprised that you haven't been banned from the casino based on them. Nevertheless, when was the first time you informed the casino about your gambling addiction, please?

It was several days before that email was sent I want to say around the 12th or 13th

Lemme guess you guys aren’t going to do a damn thing once again and I’ve wasted my time yet again ignorantly thinking you were actually here to help fight for people who have been treated wrongly or taken advantage of by shady casinos but guess I was wrong again ..u protect them and enable them to keep doing corrupt and unethical things to innocent customers by allowing them to get away with blatant immoral illegal infractions and you don’t care about us what so ever .. the entire thing is giant scam and you’ve shown me once again that you’re the biggest accomplice to the corruption .

I'd like to ask you how you come to this conclusion. Because I haven't replied the very same day as your comments arrived? Please bear in mind that our Complaint Resolution Center has 500+ "in progress" cases at the moment and every involved party has 7 days to reply. We try to analyze every case thoroughly and not rush to conclusions. Therefore, we need to collect supporting evidence to have solid ground before contacting casinos and starting the negotiation.

Could you please forward your cashier history to have all your transactions after the 12th of August? Thank you.

I cannot because the site has closed my account and will not grant me access to any records or to my account in general or I’d be happy to

Thank you very much, Oheyitsmikeb , for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) 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.  

I certainly hope so but based off previous experiences with your site I won’t hold my breath .

Still haven’t heard a word from jozef

Hi Oheyitsmikeb,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Great thanks for taking my inquiry and for your help and guidance in this matter … hopefully a resolution can be reached that is if the casino even has the decency to respond but I won’t hold my breath

Good afternoon Casino Guru team and Oheyitsmikeb, based on all comments shared,we will need same evidence (history) and the initial request made by player to Casino, to be send to support@commissionkings.ag. With that information supporting the request that supposedly was ignored by Casino, we will dig into the problem and look for a resolution.

Thank you

Casino Representative.

All you have to do is pull up the chat logs from august tenth until you finally closed my account and you’ll see it there a multitude of times as well as the emails I submitted to your site as well as to casinoguru that say clear as day that I have a problem and request the account be closed … and that was after you guys preyed on me and ripped me off not once but twice for hundreds and thousands of dollars . Hey super slots while you’re at it submit my deposit history during that same period and my win to lose ratio and deposit to withdrawal ratio and if you’re feeling saucy submit the wager transactions and outcomes as well so everyone can see just how "fair" your games are and how "random" the number generator ISNT. But I know you won’t because then you’ll be exposed and you don’t want to get found out so you can continue to use your predatory and unethical tactics to prey on your innocent loyal customers such as myself …

I asked atleast 75-100 times to close my account to your chat team and your customer service email account but you just continued to keep it open and take more and more and more of my money instead of doing the professional and ethical thing and granting my wishes to have it closed .. you knew I had a problem but you did nothing to help because you allowed your greed to take over and knew you couldn’t pass up a golden opportunity to drain another loyal customer of 4 years dry… thanks for nothing and for taking advantage of me and ripping me off and bleeding me dry and not closing my account until I demanded a refund or some cash back after u took everything I had and you couldn’t even do that and flat out refused to even throw some free play or bonus my way and then once you realized I was broke you then decided I was of no use any longer and then decided that was when it was appropriate and beneficial for you to close the account and leave me high and dry like the crooks you are.

Hello Oheyitsmikeb,

Our apologies for the misunderstanding about closing your account. Supervisor Kevin, who handles your account, has asked you for permission to proceed with account closure however a response was not received. Since your last payout of $550 made September 21st, you have deposited a total of $252.77 which we will credit to your balance so you may withdraw. Upon completion, we will then disable your account permanently. Please confirm and we will proceed accordingly.

Casino Representative.

Wrong account . The account that this is in reference to is on superslots.ag not sportsbetting. I had accounts on all of your sites and this is in reference to the thousands I had in my balance that you guys drained and the 700-1000 dollars of my actual money I deposited following that and the fact that it happened two times in the same fashion in less than a week and with actual money deposits and winnings exceeded 4000. Please refer to the correct account the one that was closed finally around mid August to the end of august … I also closed my wild casino account around then as well and wasn’t even aware you guys ran sportsbetting as well,… but that makes total sense considerjng the outcomes I’ve had on that site as well

I would request you provide the transaction history from aug 11-25th and in doing so I will agree to your offer and will agree to close my account on all of your sites permanently as you have asked if you’ll still honor your side of things but with the money I’m referring to with my superslots account considering that is the account I made this complaint about in the first place and the site I had demanded closed so many times etc

Also I didn’t have a payout of 550 with sportsbetting on sept 21 that payout was on Betonline so you’re mixing things up here all over the board …

And even if you we’re correct about my last payout being 550 and we’re only willing to use the account you made the offer with yoj we’re totally off with my deposit amounts since that win and here’s the screen shots proving that but again thjs isn’t even the account I’m complaining about and the other account is even worse than this actually ALOT WORSE

And when I tried to access my sportsbetting account to get my transactions history there it seems you’ve just closed that account down as well ,,,, which is super convenient and well timed now isn’t it wow lol

Hello again ,

The SuperSlots account was permanently closed in August and will not be reactivated. We have been granted permission to credit your BOL account with $500 on Sunday, September 24th as that is when your account will be eligible for withdrawals. Once the withdrawal has been made, we will close the account.

Casino Representative

No I’m not agreeing to that at all. This complaint was about superslots-ag and the fact that you guys continued to take my money after I asked for a closure for over a week and took over 4000 from me 2000 of which was my actual deposited money this has nothing to do with BOL OR SPORTSBETTING …, and it’s convenient how I already had 500 in my account on BOL but due to your shady withdrawal limits I wasn’t able to cash out yesterday like I tried to multiple times and then you guys ended up stealing that all back too and now that’s what you’re offer is to resolve this … how coincidental and convenient.., you’re going to offer me back the money that should have already been in my pocket that you wouldn’t let me cash out and then proceeded to use your rigged games to get back and now it’s your close out offer to me hahahhaha if that doesn’t just perfectly highlight my exact point of the shady and corrupt and criminal activity that you people do to your customers then I dont know what is. And the bottom line is that you now just hurried up to close my sports betting account so I couldn’t provide the transaction history here , and yoj refuse to submit the real history in question which is from super slots because you know it will totally prove my accusations and that you’ll be owing me much more than 500, and why would I have to wait til the 24th? If you didn’t hurry and close my sports betting account yoj could have just put the money in that account and I could have gotten it out right now and you could close it and the rest of the accounts up today and we could go our seperate ways… why stall this out even longer when it’s not neccessary what so ever ! ????

I’ll agree to a settlement amount of 700 my initial request and then I’ll agree to close all of my accounts within your group permanently and you’ll never hear or see me ever again and we can both go our own separate ways and get out of each other’s life for good …. Will you agree to that? And you can put the money in my sportsbetting account so I can get it today and then we’ll be done and not drag this out even longer … deal!?

No more responses there superslots ??

Case and point. You have nothing to say now that I called you out and after I countered your low ball settlement amount and after you guys tried lying about the amount of deposits I’ve had on a site that isn’t even the one I’m filing this complaint in regards to and then you try offering me back the money I should already have but you prevented me from withdrawing so you could cheat it all back in your pockets and then tell me I can essentially have back after I agree to close my accounts and end this inquiry and which happens to be considerably less than the amount I was taken advantage of on your superslots site and even after I give you a totally fair and still way low offer of 700 when I should be looking for thousands … and you won’t even do that or even respond …. Casinoguru I rest my case with what kind of operation they’re running over there and the kind of people they have executing it. Please consider these points upon submitting your suggestions and thoughts regarding this and the recent exchange between superslots and myself as soon as possible because as you can see the other party has since quit replying or negotiating with me . Thanks

Where’s my money you claimed I was recovering today for 500? More lies ? There’s nothing in my account

Dear SuperSlots Casino team.

Thank you very much for your cooperation. Since the player's issue is about the SuperSlots Casino, may kindly ask you to provide us with explanation about the player's issue mentioned in this thread?

Hmmmm

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Since we haven’t received a further response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’. The casino can reopen this complaint anytime.

Dear Oheyitsmikeb,

I am very sorry, but since the casino team is unresponsive, we’re not able to proceed with further investigation. Another option is to file an official complaint at the licensing authority of the casino. I will gladly help you with it, you may reach me at the email address mentioned below. Although I am afraid that the regulator is not valid, it is worth a try. Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru