SuperBoss Casino - Player’s winnings were reduced.

The rating on this page is fake. The one who rated is complicit in the fraud that is being committed. I have been playing on this page for over 15 days. Yesterday 10/01/2023 I made a deposit of €25 and got the 100% deposit bonus. In order to be able to withdraw possible earned debts, I had to place bets of €1820... I was lucky and there were enough profits and indeed today 11/01/2023 I had covered the amount of €1820. In one day I managed to do this. And suddenly, for no reason, they took away the amount of €347 and the amount of €179 hat I had just won on the slots... There is no form of communication, only automated responses... I request that the amount of €347 and the amount be returned to my accountthe amount of €347 and the amount of €179 . Αnd of course they should credit my bank account with the amount I requested to be withdrawn and they are burning. €410

Dear Stavraetos,

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. Could you please confirm if the bonus you claimed was the one that can be found here? https://superboss.com/en-eu/info/good_start (one of the welcome bonuses)

Were free spins part of the deposit bonus?

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

No, it didn't have free spins...it was the third deposit bonus with 100% and it didn't have free spins.

On my first deposit i got free spin and 100% bonus. on the second deposit I got 100% bonus. And on the third deposit (this is the one we were talking about) I also got a 100% bonus only. And there was a restriction on my account profile to place bets of a total value of €1820. I did it in one day and they started deducting money from my account

Thanks Stavraetos for your explanation,

Is there any relevant communication between you and the casino regarding the issue besides the automatic responses? Please forward any relevant communication to tomas@casino.guru

Does the 410€ you requested for a withdrawal represent winnings from the same bonus or a different one?

Please let me know.

The amount of €410 is the amount left in my account after deducting the money that made the amount. I'm fine with these, they submitted them. I contacted them on the live chat, but there are robots and automated responses and I can't find anything. I sent an email to support @sportbro.com which I find on the casino page, but it keeps telling me that the email cannot be sent.I sat down and read the bonus rules and had a hard time finding them on their page. What they say is that if you get a bonus, the maximum profit you can get is 15 x deposit+ bonus (52€×15=€780 in my case..ok???) But to get it you have to place bets 35xdeposit+ bonus(52x35=€1820)...

At the time when the amounts were deducted from my account, I had a balance of €710-€730... Well, I was within the rules... I had completed the bets of €1820... and at first they deducted €347, I win after 2 minutes €179 in slots. and they don't credit it to my account....why? is this a scam?

I explain my case according to the bonus rules. €26 deposit + €26 bonus = €52 bets of €1820 must be placed maximum bonus win €15 x €26 (bonus) = €390...however, the rest of the €26 of my deposit was also placed on a wall, so if we calculate it all together it is €52 x €26=€780 maximum win....When they took the money 347€, I had 710€-740€ ... unjustifiably because I was playing by the rules. And if they did it right, which I don't believe, why did they take the €179 from me again after a while? The games I played were slots, blackjack, roulette...and I was lucky and played smart and won, and placed the corresponding bets of €1820. All this in one day...even the people themselves couldn't believe it. On 10/01/2023On 10/01/2023 I made a deposit on 11/01/2023 I had fulfilled the rules and had a winning amount of money in my account.

- I did not exceed the time limit for fulfilling prerequisites (30 days).

-I placed the corresponding bets (€1820).

- I didn't have any pending bet.

- I did not exceed the maximum bonus win (€780). And if I overcame it, why did they make these 2 withdrawals (€347 + €179) with a difference in time? I think that I played correctly and won and they should return the money to me no matter how much it costs them.

Thank you for the confirmation. Unless they tell you, or us what the reason is for reducing your balance, we can't be sure.

Thank you very much, Stavraetos, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@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.  

Ευχαριστώ για το ενδιαφέρον σας.

Hi Stavraetos,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite SuperBoss Casino to the conversation to participate in the resolution of this complaint.

Thank you for your interest. And definitely call the casino representative. It is good to find a solution and for everyone to hear the opinion of the representative. If they make a mistake, give me back the money I won. If I'm wrong, please prove it to me because I calculated it and according to the rules of the casino, the numbers do not come out. Thank you

What I could find is my win history, which is obviously not complete. Because it only mentions the biggest wins and of course I didn't find the history of them and bets in total. I don't know if this can help.

My id:581015

Dear Stavraetos,

The terms of the bonus state: "8. Maximum win from the bonus x 15 of the bonus amount"

https://superboss.com/en-eu/info/good_start

Your bonus amount was 26 EUR, the maximum winnings are 26 x 15 = 390 EUR, so after you finished wagering bonus, all winnings exceeding 390 EUR were deducted from your balance. After the deduction you had 416 EUR (390 from bonus and 26 from deposit) left on your balance, then you made a withdrawal of 410 EUR and played sports for the amount of 6 EUR.We have support@superboss.com email listed in the terms and conditions, we have not received any emails to it.

Well, because I wrote it above. To make a withdrawal, I need to place a bet (€26 deposit + €26 bonus) €52x35=€1820. But to get a profit of only €26 bonusx15=€390... Wrong? ok until here... after you made the deduction of €347 of money that I had in my account the first time, as you wrote, these are the rules. The second time, why did you deduct the amount of €179 again? unfortunately, my friend, I also send to this email address, but there is a problem...

In simple words: to fulfill the prerequisites you calculate :(bonus + deposit) x 35 and if the prerequisites are fulfilled to withdraw the profits you calculate: (bonus) x 15. Why was the money from the deposit not used for bets?

If I accept this unfair rule, then you correctly deducted €347 from my account the first time. The second time, why did you deduct €179?Since you had already deducted the winnings.

In short, yes, I withdrew €410, which was credited quickly, and I played €6 sport. we agree on that.

And to point out that when the first amount of €347 was deducted from my account, I had 710-740 euros...why was the second amount deducted?...although the deduction of both amounts is unfair.

Hi all, thank you for your replies.

Dear SuperBoss Casino team,

Could you please address the player's question suggesting that the max win cap was applied twice? If this is not the case, please send the player's game history to my email address (peter.m@casino.guru).

Dear Stavraetos and Peter,

8. Maximum winnings from bonus x15 from bonus amount - this only takes into account bonus part 26, so maximum winnings are 26x15=390 + your deposit 26 = 416 euros - this is your balance after you have finished wagering our welcome bonus, which was calculated accurately and without mistakes.

Bonus wagering was completed on the last bet with bonus money and the first amount (347 euros) was deducted, then after 2 minutes we received information about the winnings from the bonus round of this last bet (which was placed before the bonus wager was completed) with the amount of 179 euros, which was also deducted.

As a result, your deposit was 26 euros, your welcome bonus was 26 euros, the maximum possible winnings of 390 from the bonus, after you won the wagering, the amount on your balance was 416 euros (390+26), which is correct.

You probably didn't understand what you wrote. Well, to prove to you that what you write is not correct and you can simply do the facts as you want. At the time when the first bonus was withdrawn, I was playing slots. I stop, exit the game, check my account and log in again and buy a free spin bonus. I will never have a correct answer from you and with arguments. If you can, please upload the history of the games at that time. Although I got tired of this situation.

Dear SuperBoss Casino team,

I'd like to ask you to send me the player's game history (peter.m@casino.guru) and mark the moment when the bonus round was activated and when the bonus wagering was finished.

Dear Peter.

Game history has been sent on your email.

Dear SuperBoss Casino team,

Thank you for the additional evidence and explanation.

Dear Stavraetos,

I've looked at the evidence from the casino and I'm afraid the data suggest that the max win cap was used correctly. Even though I must admit, it was a bit confusing to see that the winnings from the bonus round were credited to the balance after the last bonus bet was made. If this bet was made with your real money, we would definitely try to convince the casino to pay you the winnings. However, this is not the case. The winnings came from the bonus feature triggered with the bonus money, so the max win cap was applied correctly. Unfortunately, we can't penalize the casino for this so your complaint will be rejected. If you disagree with this conclusion, please turn to the Curacao Gaming Authority for further help (certria@gaminglicences.com). I wish I could help you more.

Best regards,

Peter