Superb Casino - Player's asking for a deposit refund.

I deposited ,60 UK pounds did not like the website immediately asked for my 60 back and close the account said it will take 6;weeks absolute con can get any answers they need to be taken to court very rude keep getting promotional offers every day please help mike

Dear Foxhole13,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that the vast majority of casinos prohibit players from making deposits and withdrawing without placing a single bet as this is against AML (anti-money laundering) rules. I checked the casino's General T&Cs and I found this:

"8.5 Before making a withdrawal, a player must play through any deposit made at least one time."

This means that in order to withdraw you need to wager your deposit and I am afraid that we are not able to help.

In the future, please make sure you check the casino before making the first deposit. Please, do not hesitate to let me know if there is anything else I could help you with, otherwise, I will be forced to close this complaint.

Thank you very much in advance for your understanding.

Best regards,

Kristina

That is not true it's not stated under any gambling commission rules it's forcing someone to net when I don't want to have anything to do with this company my account was closed I strongly dispute what has been said as I was originally informed I had to wait 60 days I was never told I had to net never happened to me before

Thank you for your reply, Foxhole13. Please note that this is a standard requirement and you chose to make a deposit in an unlicensed casino, therefore you cannot expect the same treatment and rules as in casinos licensed by UKGC. I must emphasize again that you should always make sure you want to play in a casino before you deposit any funds. Most casinos consider players who make deposits only to withdraw later to be suspicious.

Do I understand correctly that the casino informed you that the refund would take 60 days? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. 

Dear Foxhole13,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I have never experienced anything like this it has caused me to check my health condition you say your rules are different I can not find the original reply when it said 60 days to sort out for my money back for a 74 with many health issues which has got worse your company has made me very ill never has a problem with UK bookmakers when I queried on live chat they thought I was an idiot all the reviews are totally saying bad company I would like my 60 sterling back immediately I was a well known figure and I can't believe this is happening legally you should have a copy of the reply sent to me but of course it could be changed let's stop making me I'll and give your company a good name my mistake has gone on and on please do the decent thing

First, I would like to clarify that you are now talking to a Casino.guru employee, not the casino. Casino.Guru is an independent online casino database that acts as a mediator in resolving players’ disputes and we do not have access to any details about your casino account.

Could you please advise if you currently have access to your account and if the deposit has remained untouched?

I have no access toy account and the 60 has not been returned I have asked numerous that I have unsubscribe from offers but I get them constantly trying to force me to deposit more money it's outrageous I want an apology and my 60 back please

Did the casino provide any explanation for the closure of your account? If you received any email or message with this specific information, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

Dear Foxhole13,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.