SuperBoss Casino - Player's asking for a deposit refund.

Hi

i opened an account with this casino recently. I was deposited and played for a while then I was self excluded because of gambling addiction. But I have seen the terms and conditions the country I live in not allowed to register and play in this casino. Even there wasn’t a option to enter my personal details like my address in their website. Please get my refunds from the casino because they shouldn’t accept players from Australia.

Dear Anto1318,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. We accept the situation when the casino allows players from restricted countries to open an account as long as they don’t use this as an opportunity to later cancel the player’s legitimate winnings. Simply said – if the casino allows players from restricted countries to deposit and play, they should pay out their winnings as well.

Therefore, I would like to emphasize, that we investigate further and help only those players, whose funds (or winnings) have been confiscated due to being from a restricted country, which doesn't seem to be the case here.

Could you please clarify whether the casino has blocked your account after you requested self-exclusion? Did you make any deposits after sending this request?

Looking forward to hearing from you.

Kristina

Hi

when I was played on this casino Australia was not allowed to register. Then I have checked the terms and conditions they changed it. After registration I attached my documents as well it means casino can easily find out I am playing from Australia could have stopped me for making deposits but they didn’t.

Their profile system is not good you can’t add address details such options not available in their casino.

at least I alert other players for registration in this casino.

Thank you for your reply, Anto1318. I am sorry, but unless the casino confiscated your winnings due to you being from a restricted country, there is not much more we could do and we don't think you are entitled to a refund.

Please, let me know if there is any additional information that would help us proceed with this case, otherwise, I will be forced to reject this complaint. Thank you for your understanding.

Hi

they will confiscate my winnings if I make withdrawals. Please read the another review about Superboss same like mine. Very tight slots rtp is poor. Profile details are nothing it means there is no aml policies following. Players be careful when you register check the terms.

Thank you for your reply, Anto1318. I understand your point of view, but as I said, casinos can accept players from restricted countries as long as they don't use it as an excuse to confiscate their winnings. Of course, the best way to avoid this is to block such players automatically. However, some casinos cannot enforce it on a software level, and in such cases, the correct approach would be to pay the player's winnings and close their account.

Moreover, if you created your account and lost your deposits by your own choice, we don't think you are entitled to a refund. You could lose your money/deposits the same way in any other casino. I am sure that if you won more money than you deposited, you would want your winnings to be paid out, and not deposit refunded, am I right? I am sorry but have to approach each similar case equally - if the player from a restricted country lost their deposit, they are not entitled to a refund, and if such player accumulated winnings, the casino should pay them out and close their account.

We share more information regarding this topic in our Fair Gambling Codex.

In this case, I can only recommend that you do more thorough research before creating an account and only play in casinos that accept players from your country.

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry we were not able to 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 and we will try our best to help.