SuperBoss Casino - Player’s account remains open against their request.

Hope to get my money back from this scammers.

first of all. I tried this casino for few months and they never paid me.

i made a win and they told me i have to make another deposit to get them using crypto method.

i lost them instead because they required more wagering

last time i won 2k and asked them to help via live chat to process my request for only 500 to receive it asap. They kept it for a day and never pay me.

i asked them to close my account because of gambling addiction and they refused and i keep depositing there. Even tho i made a limit but the website still taking my money.

Dear amoh04513,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I’m afraid, there is not much we can do for you regarding the lost winnings. The player is the only one responsible for their account, active balance, and all the bets taking place. I understand that this would have never happened if you could withdraw on the first attempt but at this point, we cannot ask the casino to refund your lost winnings. 

Furthermore, I checked the responsible gambling section and I found this:

If you need a break from playing, you can activate self-exclusion from one or all of the products by contacting support.

Could you please forward me the account closure requests that you sent to the casino? My email address is kristina.s@casino.guru. Also, do I understand correctly that you still have access to your casino account?

Thank you very much in advance.

Best regards,

Kristina

i was contacting them by chat. They are thieves and not only that. I tried to withdraw 3 times and everytime they come up with excuses to delay. My account verified and they asked for verification. Other time they asked me to make another deposit in order to withdraw my wins. Because they have only crypto withdrawal methods not as deposits.

that led me to lose again because i have to play with them to wager again.

last withdrawal i told them to help me and proceed but also the same until i lost them made again and again many times deposits and couldn’t control it even with their limit it kept depositing.

Thank you for your reply, amoh04513. I see that you mentioned here a gambling problem, but it is not clear when this occurred and you also stated this wasn't the first time you informed the casino about it. I have some additional questions.

• Do you have any other self-exclusion request(s)?
• Is your account accessible and do you currently have an active balance there?
• Could you please clarify the dispute value (€5000)?

i asked them via live chat to close it and they ignored. After i told them i made 250 euros deposit. This when i told them i have gambling addiction and asked for closure.

account is closed right now. But after paying them almost 5K in total with no single payout.

How many days elapsed between your first notification to the casino about your gambling problem and the closure of your account?

I asked them to close it. And they didn’t want and second day i made another deposit, i told them again to close it. Also they didn’t.

they told me to make a limit. And i made a limit and it was also depositing. After losing it i told them to close it and i will review this anyway, next day it was closed.

I'm sorry, but we won't be able to help you in this matter. The self-exclusion request where you stated the gambling problem clearly is the essential evidence that the player must provide in order for us to proceed with a case like this. Since you didn't save the communication and your account was closed in a reasonable time according to your describtion, I can only recommend how to request self-exclusion properly in the future.

When applying for the self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have a valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Also, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)

This complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.