The player from Brazil experienced freezing issues on the 3 Pots slot at Super Bet casino, particularly when a bonus was about to be awarded. Despite having provided screenshots to support and maintaining consistent communication since Thursday, she could no longer access the support area. The Complaints Team reviewed the player's case but concluded that the evidence provided, primarily screenshots, was insufficient to demonstrate any wrongdoing by the casino. As a result, the case was closed due to a lack of verifiable evidence.
Superbet Casino - Player experiences slot freezing and support issues.
Amount: 1,500 R$
Superbet Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Case closed
Our verdict
Insufficient evidence from player
REJECTED
Case summary
2 months ago
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2 months ago
Translation
I started playing at the Super Bet casino and was winning when suddenly the 3 Pots slot started freezing. Each time it froze, it indicated that it was going to award a bonus, and I had to exit and re-enter, with a clock appearing in the middle of the frozen screen. Since Thursday, I have filed a complaint with support, and they asked if I had screenshots. I said I did and they requested I send them, which I did. I have all the screenshots showing the slot was freezing. Support told me they would forward it to see what had happened. From Thursday until yesterday, Sunday, I spoke normally with support. Today, I logged into the Super Bet site to see if it had been resolved and went to the support area but couldn't get in. I took a screenshot of the time I spent trying to talk to support.
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2 months ago
Dear Marco1111,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any relevant communication along with your game history in Excel format to nikolas.b@casino.guru? Please advise the exact time of the incident.
Meanwhile, please check our article explaining "How slot machines are programmed" https://casino.guru/how-slot-machines-work-math#how-are-slot-machines-programmed and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.
Please understand, that without any supporting evidence we can’t proceed further with this case as it would be close to impossible to confront the casino.
Looking forward to hearing from you. Thank you in advance for your understanding.
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2 months ago
Translation
Good morning, I'm going to send you a print of the time of the game. I've got lots of prints, but as soon as we talk I'll send you the time on the print
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2 months ago
Dear Marco1111,
Unfortunately screenshots from the game are not a relevant proof in such cases. Can you please forward your betting history? Is the game round visible there?
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2 months ago
Translation
There's a lot more to come, I've taken screenshots of all the moves and if you look at the time the slot is locked, you'll see that you haven't paid anything. I'm also going to take screenshots of the Olympus slot, and I'm still sending you three pots from the slot.
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2 months ago
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I'll send you more just the way you need it, thanks
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2 months ago
Dear Marco1111,
Please forward only the history from the time the incident happen and please clarify which bet was it exactly. Also please send it to nikolas.b@casino.guru instead of posting it here.
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2 months ago
Translation
Nicolas I have to send you what I have, it was many times that it froze, even if I didn't want to know, it was several times that it froze.
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2 months ago
Dear Marco1111,
Based on the screenshots and the history provided, we are unfortunately unable to move forward. As previously mentioned, screenshots from the game are not a relevant proof and there doesn't seem to be any issue visible within your game history.
Please understand that games may stuck for multiple reason in which the internet connection of the player is the most common one. However, even if it freezes on the player side, it does not mean that the bet did not happen and as your history seems without any errors, the assumption is that they were credited correctly.
Is there anything else we could assist you with?
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2 months ago
Translation
It's true, it took you 5 days to reply, you're the same as those casinos 
then you come up with excuses, you don't help anyone, you just con people out of their complaints, I'll never get in touch with you again, you're all the same, you're all a bunch of wafflers, if you've received any, mine's just a handout.
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2 months ago
Dear Marco1111,
I'm sorry for taking longer to reply as I was on vacation. It is not that we do not want to help but the evidence is very little for us to do anything. If we would contact the casino with only what we have they could simply ignore us as it does not prove anything.
I would recommend to try to contact either the licensing authorities of the casino or the game provider of the game you played directly as they have access to data we do not.
I'm truly sorry that we were unable to help you out in this case but we will be forced to close it due lack of evidence.
Best regards,
Nick
