SuperBoss Casino - Player complains about withdrawal and account balance issues.

i only used this casino 3 times .last time i deposited 100 and won 1646€ so i submitted documents and in 2 hours they were aprived .then i submitted a withdrawal 500€ wich is max in 24 hours .this was succesfully confirmd.later that day i submitted again 500€ for the next day wich also eas confirmd and deducted from balance now i have only left 646€ in balance i .late in yhe night i was bored and went to play with the remaining balance and in yhe game the balance was again 1146 € wich i unfortunatlly i played all away wich would not happen if the casino just block the money for the withdrawal.this is done by purpose .i want the casino to pay out my 500€ confirmd withdrawal the other 646€ wich i lost i will take that as my responsibility .

they have a selfexclusion tool on the site wich i used and excluded myself .such a place is not safe at all .

Dear sardapoor1963,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for a self-exclusion? My email address is petronela.k@casino.guru. Did you specify in that request for how long you wish your account to be suspended and 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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

my complaint is about they did not protect my withdrawal money since it was confimed it should be blocked .my selecclusion is done no problem with that.ex i made deposits wich got lost even i sent them proof that money was out my acount but they always told me to wait for 7 days.they are very keen to protect them money but not the money of the player.as you see on screenhot remaining balance was 646 how is it possible i played 1146 away.should not the withdrawal money be blocked as it was confirmed?

Hi sardapoor1963,

I regret to inform you that we cannot assist you in recovering the funds that were initially set for withdrawal and subsequently returned to your active balance. While I acknowledge that in an ideal scenario, these funds should remain separate until withdrawal cancellation, it's essential to acknowledge that you were aware of the funds being reinstated into your account during gameplay. The substantial amount involved couldn't have gone unnoticed.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

unbeliveable ,the casino by purpose do not separate the withdrawal funds from balance .i come from a regulated market were these kind of acts are punished severe and the license would be revoked.unbelievable this casino just can do this and despite the scam rules they state in the terms they have a high rating .this gives a fair and legitimate casino another level of meaningt .i deposited twice and was forced to wait 7 days untill my deposit was credited even i provided pdf reciept of the deposits and told me to wait untill it would be credited.it seems they are very keen to protect them money and not the players money .i am ber dissatisfied with this ruling .i have to look now twice into GC intentions .these are scam casinos and should be banned .i will report them to the KSA .gambling is already harsh but applying these scam tricks makes it very uncomfortable to play again on such a casino.if they cant pay more then 500€ a day why in hell they offer this casino anyway.the casino failed to protect my funds and should hold acountable for the loss period.

Hi sardapoor1963,

If you prefer engaging in gambling exclusively at casinos whose licenses mandate the separation of withdrawals from the active balance or prohibit the cancellation of pending withdrawals, I recommend checking the list of recommended casinos based on their licenses. That is my sole advice at this time.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.