SuperBoss Casino - Player's account was blocked.

Hi, good day, i want to ask you for help to review my situation at casino superboss.

05.02.2023 i registred account my site superboss. made deposits with theirs welcomu bonus. All deposit 400 usd to get max. bonus amount. After on 3rd deposit i won about 4500 usd. I made all wager requirments. And tryed to make withdraw. Site asked document passport and selfie with passport. I uploaded it. Then withdraw do not worked, casino manager said that i need to verify phone. i made it. Then about 4-5 days i can not withdraw. i tryed everyday, but had same problem with withdraw. All days i continue playing, and when was possible to withdraw i had balance about 7500 usd. I made withdraw may be on 10 or 11 february. Then after i do not recevied any money i continue to asking live chat, And now they said that my account need to be verified by some provider or something like that. They said that verification will be 21 days, but ussually it takes less then 5. After may be ten days i came to chat and asking again, now that said tha verification will be 21 days and they count only working days. I asked that finish date, and it was 10.03. when i came 10.03 my account was blocked. without any email. I asked to live chat and they said that i tryed ti cheat theirs site that why they took my winnings. Please check situation, site only said that i had a lot of accounts. 

I will wait for your review, thanks!

Dear artjomiska,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can better understand the situation. Did you open multiple accounts in the casino? Did someone in your household or using the same IP other than you open an account in the casino?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear Tomas, good day!

I never before, never played this casino. This is my first and only one account. No one from my household do not play casino games. No one do not use my ip to enter this casino.

If you are contacted casino already, did they said and sent any nickname or email which are connected with my account? I asked them, but they ignore this question.

When i registred at casino i entered my details, how possible that i use again and again my details to create many account. I can not understand.

After i enter my name, surname, phone number, email. Only then i made deposits. Casino approved deposits and i recevied welcome bonus.

I never played this casino before. And using make name and surname no one can not played there.

If casino say that from my ip someone played with welcome bonus, why the system give me this bonus.

I can not understand anything, because casino only copy one to chat : "You registred many account and nothing more. "

I wait for you response Tomas.

Thank you very much, artjomiska, for providing the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@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.  

Hello artjomiska,

I am sorry to hear about your experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite SuperBoss Casino to join this conversation and participate in the resolution of this complaint.

Dear SuperBoss Casino,

Could you please provide us with an explanation of the player's situation in more detail from your point of view? What next steps should the player take to get his account unblocked? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (tomas.k@casino.guru).

Thank you in advance for providing the information.

Kind regards,

Tomas

Dear artjomiska and Tomas .

The user was blocked because of a violation of the rules of the project, specifically paragraph 4.8:

«4.8 You may only open a single account at the Website. In all cases, only one account per customer, per household, per address, per shared computer and per shared IP address will be allowed to sign up and make use of the Website. Any other account you open on the Website will be considered as the "Duplicate Account". You are obliged to inform SuperBoss that you want to create a Duplicate account due to the original account access loss or any other important reason and receive a permission from SuperBoss before the Duplicate account is created. In any other cases all Duplicate Accounts may be immediately closed by SuperBoss and:».

Accordingly, the funds in the account were withheld in accordance with paragraph 4.8.2:

4.8.2 «any returns, winnings or bonuses which you have gained or accrued during the time the Duplicate Account was active will be forfeited from you and a return may be claimed by us. Any funds withdrawn from the Duplicate account shall be returned to us on demand».

Evidence and a more detailed description are sent to the mentioned email.

Dear SuperBoss Casino,

I haven't yet received any evidence. Could you please confirm once you send it to my email address?

tomas.k@casino.guru

Thank you.

Kind regards,

Tomas

Dear Tomas

Please check - resent the email again just now.

Dear SuperBoss Casino,

I can confirm I have received the evidence.

artjomiska, I will now investigate the matter and keep this thread updated on any developments.

Kind regards,

Tomas

Thank you, i will wait for your review.

Dear artjomiska,

I was provided with evidence supporting the casino's decision. Unfortunately, after gathering all the necessary information, we reject this complaint as unjustified due to breaching the casino's terms and conditions and bonus terms and conditions - multiple accounts and thus gaining an advantage of welcome bonuses.

The casino acted correctly and within its terms and conditions.

Sorry that we couldn't help you with this one, but please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

If you are not satisfied with the complaint resolution, I recommend you consult the gambling authority that the casino is regulated by.

Thank you, SuperBoss Casino, for your cooperation.

Best regards,

Tomas