SuperBoss Casino - Player’s withdrawal is delayed.

When i try to withdraw it says that i have an active gift? and i do not see chat anywere, i wrote to them many times, no answer from them

Dear Denise842,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem.

Have you checked your bonus history to see if you have an active bonus?

Have you made any successful withdrawals before?

Could you please confirm if you passed the KYC verification?

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

Best regards

Veronika

Hi I played before and was paid and I remember I had the same issue but there was a chat and they fixed it so I could cashout, but now I do not see a chat, as I said I communicated with them by email. No answer. And I never use a bonus.

Thank you for your help.

I have checked the Terms and Conditions, and this is what I found:

12.20. Withdrawal of funds is not available while the player has activated or purchased gifts: bonuses, prize from a gift spin or a gift spin.

12.21. The player has the right to request that a gift be written off after its purchase only before the start of the game. If, after purchasing a bonus or a gift spin, the player has made at least one bet, then the gift cannot be withdrawn.

Have you activated any of the gifts mentioned in the Terms?

I can see the chat option in the bottom right corner of the website. Have you managed to contact one of the chat agents yet? Please let me know.

Thank you for your response, i change my browser and i see now chat, i contacted them and i have an active bonus iin my accountp, 25 free spins, that i did not used, but for them the bonus was still active so i ask them to cancel this active bonus and i will be able to cash out. I wish i had chat with them earlier, but still after many emails i never received an answer, i guess it is a way to delay paying..

I am sorry, thank you

Denise S.

Thank you for your response.

Have you canceled the active bonus? Were you able to withdraw your winnings? Please let me know.

Yes i was paid instantly when i said i would not use the bonus. Thank you again.

Dear Denise842,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Veronika

Casino.Guru