The player from Italy requested several withdrawals via bank transfer less than two weeks prior to submitting this complaint. The withdrawal requests kept getting rejected by the payment provider. While the withdrawals were pending, the player activated a VIP bonus and during wagering, he lost funds from pending withdrawals that were still shown on his playable balance. After changing the payment method, the casino paid the player out. However, he did not receive the funds he lost when playing with bonus. The player was dissatisfied that he could play with money he requested for withdrawal and wanted a compensation. Although the casino provided him with a no-deposit bonus, this was not an acceptable solution. Since the player got the remaining part of his winnings, we rejected the complaint and recommended the player contact the gaming authority.
SuperBoss Casino - Player claims that payment has been delayed.
Amount: €4,006
SuperBoss Casino
Safety Index:HighOther
REJECTED
Case summary
In this casino you can withdraw up to €500 at a time. Well, I entered 9 withdrawal requests using the bank transfer method. Some of these requests were made on March 17th. The timing of this casino for the payment of withdrawals is based on the total amount of withdrawals entered (in my case within 6 days maximum).
Here comes the problems.
On Monday 20th and Tuesday 21st March two of these withdrawals are paid but the money has not entered my bank account. I reported the problem right away and they asked me for a pdf of the bank statement which I provided right away. I should have received a reply via email but nothing has arrived.
Also the casino keeps canceling older withdrawals on the grounds that there are problems with the payment system.
Chat support does not provide any details on the matter and always responds in the same way "we hope the problem will be resolved soon".
My account has already been verified and I have already received a withdrawal in the past of €484 whose payment entered my bank account the same day. Then I deposited more money and got some good winnings and from that moment the problems started. No bonus activated on deposit.
I hope to get some help from you. Thank you.
Dear carsix79,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
So you didn't read my complaint or you missed something.
Point 1: The main problem here is that two already paid withdrawals never arrived in my bank account
Point 2: The casino cancels my oldest withdrawals every day explaining that they have a technical problem with the wire transfer payment system
Point 3: This casino states in its T&C that withdrawals are paid within 144h maximum
So I ask you, if possible, to contact a casino manager to clarify these problems and unblock the situation.
The problem here is not only waiting for them to pay but above all understanding why the two paid withdrawals have not reached me and why they continue to cancel the oldest pending withdrawals.
Thank you
Thank you for your reply, carsix79. I apologize for the misunderstanding. The first message was automatically generated based on the answers you provided while submitting this complaint.
Could you please advise when did you receive your last successful withdrawal? Have you always used the same withdrawal method?
Do I understand correctly that two of your withdrawal requests are marked as "processed" in the withdrawal history?
My last and only successfully paid withdrawal was on March 16th and it had entered my checking account the same day.
Yes, I have always used the same withdrawal method (bank transfer).
On March 20 and 21 two withdrawals of €500 are marked as paid but I have not received the money in my bank account.
Subsequently the two subsequent withdrawals were canceled by the casino due to technical problems related to the payment system. At least that's the reason the casino led me to believe.
Update :
The €1000 from the two withdrawals marked as paid have not yet arrived in my bank account.
To these were added another 1506€ of withdrawals processed but not arrived in my bank account.
So we are at a total of 2506€ of withdrawals notified by the casino as processed but never actually received. And another €1500 of withdrawals remain to be processed.
I have sent another updated PDF of the bank statement proving all of this.
Their response is always the same standard useless response: "we are awaiting feedback from the third party payment system provider". The problem is that this feedback never comes and I have the impression that these are all excuses not to pay.
I really lost patience!
One last thing before we contact the casino - could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
I'll report the communications with my VIP manager in chronological order
Even today the money did not arrive in my bank account.
I urgently request that this unacceptable situation be resolved.
Even today money not arrived in my bank account and same exact answers given by the support they have been giving for 10 days :
"Marco, no response yet, sorry for the inconvenience, but we'll have to wait"
"I agree that the situation is not pleasant, we are doing our best to solve the problem, unfortunately not everything depends on us, we are waiting for a decision from the payment system"
"I assure you that the problem will be solved, once again I apologize for the inconvenience"
I also asked for the name of this payment service provider who pays withdrawals via bank transfer but the support does not want to give me this information.
So I want to warn anyone who wants to play and deposit money on SuperBoss.
This casino is unreliable and not very credible. They are implementing the usual practices already seen on other scam casinos.
Even today the money has not arrived and the support continues to give the same useless answer every day.
What are we waiting for?
Even today same sorry and no resolution of the problem.
It's been 14 days since my first unpaid withdrawal!
I sent them another current bank statement as of today.
This casino is scamming me and nothing is being done here!!
Thank you very much, carsix79, for your cooperation. I will now transfer your complaint to my colleague Veronika (Veronika.l@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Dear carsix79,
I will be taking care of your complaint from now on. I've just reviewed your case and fully understand your concerns about getting the payout. I'll try my best to help you resolve the issue by contacting the casino.
I would like to ask SuperBoss Casino to join the conversation and aid in the resolution of this complaint.
The transfers have not yet arrived in my bank account and it has now been 20 days.
This situation is unacceptable and the responses I get from their support are always the same.
I also asked for compensation for the stress, aggravation and wasted time they caused me.
Dear carsix79,
We are sorry that you had to face such difficulties on our platform. We are doing our best to resolve the situation as quickly as possible.
Below is a description of the situation at the moment:
On March 15 at 07:14 (utc+0) a withdrawal request 1915215 was made for 484 EUR, at 11:53 (utc+0) the payment was successfully processed.
Next, we successfully processed 2 payouts, but the client contacted us with information that the funds were not credited to his bank account:
March 20 / 1917478 / 500 EUR
March 21 / 1917479 / 500 EUR
We requested a bank statement from the client and then contacted the processing company to get the information. While we were waiting for information, we made 5 more payments:
March 24 / 1932925 / 418 EUR
March 24 1932618 / 375 EUR
March 24 1930146 / 398 EUR
March 24 1926429 / 84 EUR
March 24 1928625 / 231 EUR
On April 3 processing reported a technical failure and all 7 payments in the amount of 2506 were returned to the client's balance. Since processing has not informed us that the cancellation of payments was related to a particular client, especially since there was one successful payment earlier, new attempts to withdraw were made on April 3rd:
1952367 / 500 EUR
1952370 / 500 EUR
1952444 / 500 EUR
1952458 / 500 EUR
1952463 / 231 EUR
These payments are being processed by the processing company and we are waiting for information and final status from them. The funds will either be credited to the client's bank account or returned to the account balance. In the second case, we will have to withdraw funds by alternative method.
We never had any intention of withholding or not paying the funds, but we encountered technical difficulties on the processing side.
These "hypothetical" technical problems I guess exist only on the withdrawal side since all my deposits via bank transfer went smooth as oil in your coffers!
I should point out that when I requested the withdrawals it was 17th March and the total withdrawals entered were €4006 and they ALL should have been paid within 6 days according to your T&Cs.
Instead, due to these "technical problems" you only processed €2,506 which I never received and the other €1,500 was lost playing long after the 6 days I entered it.
Now the same situation as before is repeating itself as the "new" withdrawals have not yet arrived in my bank account and another 300€ or so have been lost.
So if the casino is honest and acknowledges the fact that it has clearly been harmed by this situation they must honor the payment of €4006 which was the original amount of all initial withdrawals. Otherwise there could be a serious suspicion that all this was done on purpose by the casino.
On this point I ask what the intentions of the casino are. The VIP manager promised me compensation which I have not received so far.
However, to date I have yet to receive the transfers even if they are marked as processed from Monday in the cashier of the gaming account.
Assuming that the processing of the new bank transfer withdrawals also failed, I gave them my crypto address on Tuesday to get paid via bitcoin as suggested by their support. I never wanted to open a cryptocurrency wallet because of the transaction costs and the time it takes to do so. So another discomfort that adds to a situation already stressful for me.
Despite this, however, I have not yet received the payment even with this method.
I would like to know from the casino manager when I will receive these funds including the compensation I am owed.
Thank you.
Dear SuperBoss Casino representative,
have you received information about the player's payment requests from the processing company? Can the funds be withdrawn via bank transfer or will you be using Bitcoin? Please let us know about any updates.
Last weekend I sent yet another bank statement to confirm the non-arrival of wire transfers. So the casino knows I didn't get my payout like it did the first time!
And despite this, they still haven't paid me even via bitcoin after making me open a cryptocurrency wallet on purpose, of which I have already provided my address. I can no longer accept further delays. It's been almost a month!
So SuperBoss my patience has been running out for quite a while and since with cryptocurrencies you have no excuse to pay, do it immediately and don't waste any more time!
During this time all I needed was running after a casino to get paid!
I keep getting the same useless replies over and over again. They know I haven't received the payments but they still won't pay me in cryptocurrency.
SuperBoss rep do you think you answer on this??!!
I'm thinking of entrusting myself to my lawyer who has already helped me once in a similar situation. However, the casino must be aware that it will have to bear any legal costs.
The Curacao Chamber of Commerce has informed me that the company operating this casino is SMES SOLUTIONS.
I think Casino Guru should severely revise this casino's rating down so that other players don't run into the same situation as me. Casinos that do not pay and do so should be reported and avoided.
If this is resolved within this week fine otherwise to me this will be considered money embezzlement scam.
Good day.
The transactions/payments took the final status (decline). The funds returned to the balance.
You are able to request a withdrawal by any other available method.
It was not our intention to holding your funds, they were being processed by a third party financial provider and for our part, we did everything we could to speed up the finalization of payments. We are disappointed that it took so long. As compensation for the inconvenience caused, you will find a non-deposit bonus in your personal account.
Payments were successfully made in bitcoins to the wallet provided in the withdrawal requests
It's a joke?
A €300 bonus with a 30x wagering requirement???? Is this the "compensation"? Basically a nice pat on the back and go! Well done, congratulations!
As I feared this means that all this was a strategy they devised to make me lose a large part of the withdrawals that I had already requested along the way.
On March 17th I had €4006 of approved withdrawals. Yesterday they paid me just over €2,200 of those withdrawals. Furthermore, with the exchange from bitcoin to euro, I lost about €100 between commissions and the exchange rate.
So in the end thanks to SuperBoss I lost €1900 who thought it best to compensate me with a nice bonus that was impossible to complete!
Stay away from this dishonest casino!!
Please specify what you mean by saying that you lost 1900€. What happened to those funds? Have they not been returned to your balance after the withdrawal requests were declined?
In this casino I discovered that even if you have requested the withdrawal of all the available balance you can still continue to play using the money from the withdrawals without having to cancel them. In fact, I was playing with a €7 bonus credited through points from the VIP program which included a wagering requirement and after winning something I continued to play to complete the rollover but I didn't know that if I lost money then I would have gambled away the money from the withdrawals already entered! In the end I lost about 1800€.
The fact is that those withdrawals that I played and lost without my knowledge should have already been paid for days but due to problems with the casino payment system they remained without my knowledge usable to play and lose them.
I don't think such a thing is legal. The casino cannot let you use funds from withdrawals without them being canceled by the player! No casino in the world does that.
Instead, I lost the other €100 with the conversion from bitcoin to euro and the related broker commissions.
Could the casino provide Guru Casino with evidence that there really was a technical problem from the third party payment service provider? Can you send us emails and communications about this between you and the payment provider?
I asked the support several times for the name of their payment provider so that I could make sure that the casino's "story" about technical problems was true. They always refused to tell me.
I'm still waiting for REAL compensation for the economic damage and stress this whole story has caused me.
Dear carsix79,
Unfortunately, we at Casino Guru do not have the authority to ask for this kind of evidence. At the same time, I agree with you that the technical settings of the casino should be more user-friendly and the casino should clearly inform the players with an active bonus that they've started to play with real money. However, the casino is not obliged to pay you the funds that you've lost.
Please let me know if there's anything else I can help you with.
So do you think I should accept the fact that the casino has devised this system to make me lose €1900? Why the problems with the bank transfer payment system happened with withdrawals and not with deposits which worked perfectly?
Why does the casino allow money from pending withdrawals to be played with without it being cancelled?
I wish the casino would answer on this point!
I apologize, carsix79, but I can not help you get back the €1900 you've lost playing. When the withdrawal is pending and not yet processed, it may still be visible on your casino balance – and it may cause confusion.
I understand you will not be satisfied with such an answer, so I recommend you contact the Antillephone Gaming Authority at certria@gaminglicences.com. The gaming authority has better options and tools to help the players.
