The player from Canada was unable to withdraw funds due to an active gift message and had received no response from the casino despite multiple attempts to contact them. She indicated that she had previously withdrawn funds successfully and did not use bonuses. After switching browsers, she accessed the chat and discovered an active bonus of 25 free spins on her account, which she requested to be canceled. Upon cancellation, she successfully withdrew her winnings. The issue was resolved by confirming the cancellation of the active bonus, allowing her to cash out.
SuperBoss Casino - Player’s withdrawal is delayed.
Amount: Can$220
SuperBoss Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
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2 months ago
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
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2 months ago
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
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2 months ago
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.
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2 months ago
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.
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2 months ago
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.
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2 months ago
Thank you for your response.
Have you canceled the active bonus? Were you able to withdraw your winnings? Please let me know.
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2 months ago
Yes i was paid instantly when i said i would not use the bonus. Thank you again.
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2 months ago
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
