The player from Latvia had initially made several deposits with no success. After receiving enticing offers via e-mail and WhatsApp from the casino, they had made more deposits and successfully won around 15000. This win had led to an account verification request which subsequently resulted in the account being blocked due to the alleged existence of a duplicate account. The player had insisted that they were unfairly accused of having multiple accounts, a claim the casino used to withhold their winnings. After a series of communications and a video call verification, the casino had provided evidence of multiple accounts associated with the player's account. The player had been unable to accurately answer some crucial questions during the verification call. We had found the casino's actions to be in compliance with its terms and conditions and we could not disagree with the casino's final decision. Therefore, the complaint was rejected.
SuperBoss Casino - Player's account was blocked after a big win.
Amount: €12,000
SuperBoss Casino
Safety Index:HighUnjustified complaint
REJECTED
Case summary
Hello. I registered at this casino exactly one year ago. This casino was advertised by some site as super reliable with an unreal welcome bonus. I made deposits then, several of them, I don't remember exactly, maybe 2 or 3. I didn't win anything and stopped making any more. After that, I didn't enter there and played at other casinos.
This summer, I received an email from this casino, I've attached a screenshot of the mail. A VIP Manager wrote to me with some good offers. But having last year's experience with jackpoty, I decided to check the reviews on superboss in advance. Seeing people on different sites stating they were deceived, I decided not to make a deposit. And I wrote about it to the manager. But I was still lured by a no deposit bonus. I played a little, made another deposit, lost and didn't go there anymore. On August 5th, they even credited me a cashback of 15 dollars. I lost it and did not enter the site anymore. But on August 27th, this casino wrote to me on WhatsApp and offered more bonuses. I went to the site and saw a lot of different bonuses, played, lost. And after seeing that the site offers some more bonuses, started making deposits. I made a deposit according to their VIP bonus offer. I won in the Vazdan wild jack 81 slot a sum of about 15000. After which I made all the wager and could withdraw 12000. But the casino said that Vazdan requests a check of this win. After about a month, I tried to log in but my account was blocked. As if I had another account, so the casino said.
After all, the reviews that I read turned out to be true, this casino really deceives the players. And it also deceived me. At first, they lured me with bonuses and then took all the winnings when I won.
As you can see these are experienced scammers using a scheme to lure players and block if I want to withdraw something, ask for help.
Dear nickandr,
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 understand the whole situation completely. Do I understand correctly that the casino accused you of opening multiple accounts? Could you please advise if you passed the KYC verification before the casino blocked you?
Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. I am particularly interested in messages where the casino explained the reason for the account closure if you have received any.
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,
Kristina
I uploaded my documents when I registered last year. Then I made several deposits, lost them, and then never played again. This year the casino first wrote to me in early June. I also played a little, didn’t win anything and stopped. and then they wrote to me a few days before my birthday, found my contact on WhatsApp and wrote there. and I went to play again, this time I won and now that I won they tell me that I supposedly had many accounts.
Thank you very much, nickandr, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.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 nickandr,
I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.
We would like to invite SuperBoss Casino to join the conversation.
Dear SuperBoss Casino,
Can you please provide more information regarding the player's blocked account? Please provide any supporting evidence for your claim of multiple accounts to michal.k@casino.guru
The casino itself invited me to play, they wrote to my personal Whatsapp, which is linked to my casino account. Now that I won they say that I am some kind of multi-account. Pure fraud
Thank you for your email, SuperBoss Casino. I have replied back and am awaiting further information to better understand the whole situation.
The casino itself invited me to play with them, offering bonuses. Then they came up with checking the provider, and now they have completely blocked me because, in their opinion, I have many accounts.
The "VIP" manager writes and says that you will receive good bonuses, but when I won, it turns out that this is just a scam and they throw away all the winnings. invented reason Multi-account.
Dear nickandr,
We are discussing your case with the casino team and are trying to find a suitable consensus, please be patient.
The casino itself invites you to play, once, then another time. And when I win they say it’s a multi account. It’s clear to everyone that it’s a divorce
That is, it's all just a hoax. It’s as if they are offering you bonuses from a VIP manager, but this is just a deception, since they block you when withdrawing funds
Dear nickandr,
The circumstances leading to the suspension of your account became apparent following the casino team's invitation for you to participate. I am currently awaiting additional information to clarify the situation. However, it's important to note that the invitation to play is unrelated to any potential violation of the casino's rules.
You write strange things. When I was invited to play in July and I lost everything was fine. When they did the same in August, especially on my WhatsApp, everything would have been fine too. and if I kept losing my money. But when I won, they immediately began to look for a reason not to withdraw and block me for an invented reason. a reason that was invented and dreamed up out of the sky, just so as not to pay. I understand, I’ve already seen this in online casinos. a VIP manager wrote to me from a Ukrainian number on WhatsApp, does the casino confirm that it was a VIP manager? Was I simply lured by a person from a Ukrainian number to take money? While I was losing they told me that I was a VIP. and when I made the first withdrawal of funds, at first they waited a month for me to lose the money. When they saw that I didn’t lose and I couldn’t suck anymore, they blocked me.
I think this casino often plays for time in this way and simply blocks accounts according to a similar scheme. You advertise them as an honest casino, and in the Latvia location they are in the top list. In fact, they lure players by writing invitation emails. They use the specified number to search and write to WhatsApp so that the player comes again and gives his money. And if I win something, they immediately block me. This employee with a Ukrainian number is simply a scammer, along with this entire casino.
I think all that remains is to find out how much this person with a Ukrainian number receives in % for deceiving people he brought.
This casino's fraud scheme needs to be investigated. lower their rating
Dear nickandr,
You will be required to complete an additional KYC verification in the form of a video call (as per terms of conditions, rule 7.14.9).
You will be contacted by a manager or support employee to arrange a time and method of communication.
No need to give me a countdown time. Put it to this office that promises to contact me. They never contacted me about the verification time.
Now 2 months have passed, will you ask me some specific questions to prove that it wasn’t me who played? Yes, I know all this, what else can you expect from scammers.
Why didn’t your Ukrainian employee who lures players through WhatsApp write about verification? what kind of circus? Although you need to confuse everything as much as possible and make it seem like it wasn’t me who played for you. is that the plan now?
Immediately write what you want for the video conference, some documents, etc.
You will have to try hard to confuse the situation. But I think you are professionals in this matter
Dear nickandr,
As part of the Know Your Customer (KYC) and Anti-Money Laundering (AML) procedures, the casino may request you to participate in a verification video call. This is a common industry practice, and I'm somewhat surprised by your reaction to it. Licensed casinos take KYC and AML seriously, and as you've experienced before, this process is in place to ensure that all account activity is genuine and conducted by you, not due to any confusion.
To clarify, no one from the casino team has lured you or tricked you into anything as far as I know. Contacting customers and offering bonuses is a standard marketing strategy, and the decision to accept them is entirely yours. Additionally, it's essential to note that, as per industry standards, verification is required before every withdrawal. It's the responsibility of players to be familiar with the terms and conditions when claiming a promotion; marketing employees are not obligated to inform you about verification.
I do agree with you that the casino team could have initiated the verification video call sooner. I'm hopeful that this call will resolve any concerns and lead to a successful outcome.
Of course, only make calls asking how much I won on which spin at what bet, how many spins I made in which slot. They could, while they did nothing for a month. Then they simply blocked me. And now, when so much time has passed, they will call and ask something that I have already forgotten. These are the scammers who are trying to figure out how to deceive the player everywhere.
Dear nickandr,
As I previously mentioned, I can agree with you that the casino team might have initiated the verification video call earlier. Nevertheless, the casino may still require you to participate in a verification video call at a later stage if they find it necessary. This is a customary practice within the industry.
It's important to emphasize that this call is for your benefit, allowing you to dispel any doubts regarding the fairness of your gameplay and winnings. Therefore, I remain somewhat puzzled by your reaction. I'm hopeful that this call will resolve any concerns and lead to a successful outcome.
The purpose of this call is not to resolve the situation, but to prove with questions that it was not me who played. The casino can easily make this call right away, but then I could easily answer all the questions, but now 2 months have passed since the last game.
The scammers' goal is to steal my money, finding any reason
Dear nickandr,
I have to repeat myself that I can agree with you that the casino team might have initiated the verification video call earlier, however, it looks like you still keep overlooking an important fact that the casino may still require you to participate in a verification video call at a later stage if they find it necessary. This is a customary practice within the industry. Without this, we cannot move on with your complaint.
It's crucial to underline that this call is designed to be in your best interest, enabling you to address any uncertainties concerning the fairness of your gameplay and winnings. Who else, if not you, is the right person to provide all the information?
I hope that this call will address any worries and result in a favorable resolution.
Yes, sure. What should I do, I will call these scammers, record the call and post on YouTube what this casino does when you win money and what it asks the player who played a year ago and then two months ago. although from the reviews it’s already clear to everyone that these are scammers
Our risk security team has reached out to the player and scheduled the video verification call for Saturday, October 28th.
I ask you to reschedule until next Saturday, my dog is sick right now
Sure. The video verification call has been rescheduled for Saturday, November 4th.
nickandr has 0d 11h 53m 12s to reply
I'll text you on Saturday when this call ends
Dear nickandr,
Yes, please do. I will be waiting for feedback from the casino team as well.
As I mentioned, I hope that this call will address any worries and result in a favorable resolution.
then wait for the response from this fraudulent casino. I answered all the questions half an hour ago.
questions like "how did I choose a certain slot" shows the level of the casino
There is no conclusion yet, you are VIP. when you make a withdrawal, you have a multi-account, this is a SUPERBOSS casino, the biggest garbage dump on the Internet. can only be compared with lady nb who also trick everyone into winnings if you bet to withdraw funds
nothing new, only scammers withdraw money from casinos
Thank you for your email and for providing evidence, SuperBoss Casino team.
Dear nickandr,
We have received all the necessary information from the casino representative. I have discussed this case with my other colleagues from our complaints team, and based on the evidence presented, we are not able to pursue your complaint further. The ample evidence indicates the creation of multiple accounts associated with your account, displaying identical or highly similar gaming patterns, claimed bonuses, and deposited amounts. This suggests a coordinated effort, either among specific players or by the same individual using the personal information of others. During the verification call, you were unable to accurately answer some crucial questions. It is highly improbable that a genuine player who has actually played and has experienced significant wins would be unable to provide the correct answers. We consider the casino's actions to be in compliance with its terms and conditions, and we cannot disagree with the casino's final decision.
In light of the reasons mentioned above, this complaint will now be rejected.
If you don't agree with our decision and you feel you want to take this complaint further, you can contact the Curacao/Antillephone Gaming Authority (complaints@gaminglicences.com , certria@gaminglicences.com) and submit a complaint to them. Please let me know how they responded (michal.k@casino.guru). 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.
Best Regards,
Michal
Casino.Guru
