SuperBoss Casino - Player unable to close account due to unwanted bonus.

Right now gambling is causing serious problems with money for me and I want to limit my access to all casinos. I asked to delete my account and withdraw my money

But superboss casino said it is impossible. Because they gave me bonus 112$. I did not ask this bonus. Let them take their $112 and withdraw my money. They say I have to play in the casino for $11,000. Am I a slave? I don't want to bet there, I feel bad

Dear is13,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with SuperBoss Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Do I understand correctly the casino despite you informing them about your gambling problem, didn't act to prevent you from gambling further?
• If there is any additional correspondence between you and the casino, please forward it to my email at tomas@casino.guru, alternatively post it here.
• I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool
• This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

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

Do I understand correctly the casino despite you informing them about your gambling problem, didn't act to prevent you from gambling further?

They said I have a bonus. If the bonus is active, it is impossible to make a withdrawal; first you need to wager the bonus. I do not need this bonus 112$ . I just want to withdraw my money 841 - 112 = 729$. This is my money.

Thank you very much, is13, for providing the necessary information. 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 is13,

It's Michal again, and I have taken over this complaint as well. 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,

As the player has informed you about their gaming addiction, I believe the best course of action would be to cancel the bonus and return the player's deposit, and of course close the player's account indefinitely as soon as possible. Are you able to accommodate the player with this, please?

Dear Michal

The player was blocked due to gambling addiction. Please note that the player has chosen to activate the deposit bonus on his own. And also agreed to the bonus conditions at registration. We can cancel the bonus, but in this case, the won funds, which are on the bonus balance will be confiscated, because the wagering conditions were not met. Therefore, only the deposit amount will be refunded.

Thank you for the response, SuperBoss Casino Team.

Sure, it is understandable that the player is eligible for their initial deposit only. You are well within your rights to void the bonus amount and the winnings generated with the help of a bonus if the wagering of the bonus was not fulfilled, as mentioned in the rule:

12.10 If you do not complete the wagering requirement for an active bonus, the bonus will be canceled along with the winnings you have received.

Please let us know once the initial deposit is returned to the player.

they gave me $112. I do not need them . Just let them take them. I played with my own money. I didn't know that I had to wager the bonus 35 times. I didn't see it. just give me my money back

The deposit was returned to the player on February 9th.

Thank you for the update. SuperBoss Casino Team.

Dear is13,

Please let me know once you receive the funds so that we can close your complaint as resolved.

My deposits were 120 usd + 225 usd +200 usd. They sent me only 200 usd. I am shocked. Scam

Dear is13,

When have you notified the SuperBoss team about your addiction? When have you deposited the abovementioned amounts? I will verify some details with the SuperBoss team, but it's crucial for you to comprehend that the casino team can only process the return of your deposits once you've clearly informed them about your gaming addiction. If the deposits were legitimately lost before you informed the casino team about your gaming addiction, unfortunately, the casino is not obligated to refund any previous funds. This decision rests solely with the casino.

my balance was 841$.

My deposits:

6/12/2023 - 149 usdt

8/12/2023 - 224 usdt (they gave me 50% bonus deposit - 112$)

10/12/2023 - 199 usdt

They sent me only 199 usdt. Absolutely scam

Dear is13,

When (which day) have you notified the SuperBoss team about your addiction?

3 weeks ago

I did not lose this money. They were on my balance. 841$. They gave me 112$ bonus. 729$ is my money. I asked them to close my account and withdraw my money. They sent me only my last deposit 199 usd.

Dear is13,

Please understand that it is crucial that you provide true answers to our questions in order to be able to help. It is crucial to know when exactly you have informed the SuperBoss team about your gambling addiction. Which day?

It was 31st of January

Dear is13,

You mentioned making deposits in December 2023 and notifying the casino about your gaming addiction at the end of January 2024. Did you participate in any gaming activities before informing the support about your addiction, or did you simply leave the funds untouched in your casino account?

I did not play since December. My balance 841$. I asked to withdraw my money. They said it is impossible. Because of bonus 112$. I have to bet 11000$. I do not want to make any bets. I am tired.

Thank you for the additional information, is13.

Dear SuperBoss Casino Team,

Can you please provide more clarification on why was only the last deposit of $199 refunded to the player and not the whole balance of $841?

why do they have a rating of 9.4? Is it one of the best casinos ?

Hello Michal

Dec 6th 00:00 - deposit 149,77$

Dec 6th 00:00 - deposit bonus activated 149,77$

Dec 8th 18:20 - deposit 224,63$

Dec 8th 18:20 - deposit bonus activated 112,32$

On Dec 10th at 17:07 the balance was 85,47$

The bonus on the previous deposit remained active, but in accordance with rule 12.25.2, the amount of the original deposit was lost and the player used the bonus money.

10.12 17:07 - deposit 199,65$

We canceled the active bonus and progress on it. Since we found out about the gambling addiction only after the first two deposits were lost, we refunded the third one.

My balance was 841 usd. Why are you cheating ?

Dear is13,

I've received information indicating that the deposits made on December 6th at 00:00 (amounting to $149.77) and on December 8th at 18:20 (amounting to $224.63) have been utilized during your gaming activity. It came to our attention that you mentioned your gaming addiction only after your last deposit, where the mentioned balance of $841 included funds from the bonus play. Since the bonus, along with any winnings from the bonus play that you had not completed wagering, was deducted, only your deposit of $199 has been returned to you. The casino team correctly deducted this amount, as eligibility for a refund applies solely to real money deposits.

I would appreciate it if the casino team could verify my comprehension, but it seems there isn't much else to be done in this situation.

With every deposit, the player activated the bonuses and always played with the bonus funds. After requesting to block the account due to gambling addiction, he had $841.84 on a balance, but since the wagering conditions were not met, the bonus progress was canceled. The player directly declares that he did not read the bonus conditions and he did not know that bonus funds need to be wagered.

it's just a scam. I made deposits and played. and they tell me that the money was not real. They just gave me 112$. And said I have to play bets more than 11000$. Absolutely scam

Dear is13,

I regret to inform you that your belief in receiving an amount beyond your recent deposit of $199 is inaccurate. As previously explained, the $841.41 balance encompassed bonus play funds and did not constitute a real money balance. Following your request to block the account due to gambling addiction, there was a balance of $841.84; however, as the bonus wagering conditions were not met, the bonus progress was canceled according to this rule:

12.10 If you do not complete the wagering requirement for an active bonus by the expiration date, the bonus will be cancelled along with the winnings you have received.

The casino team accurately subtracted this sum, as the criteria for a refund pertain exclusively to actual cash deposits, specifically the $199 you received.

While I understand that the refunded amount may not fully meet your expectations, there is no valid justification for you to be eligible for additional refunds. I believe the situation has now been explained sufficiently. The casino team has acted according to its established rules. Can we consider your complaint to be resolved or do you require assistance with anything else?

If I had known that I would only get $200 back, I would not have asked to close the account. I lost $600 just like that. then return my money back, I will scroll through the bonus

Dear is13,

As mentioned previously, I understand that the refunded amount may not fully meet your expectations. However, it's crucial to emphasize that there isn't a valid justification for additional refunds in this case. The casino team has adhered to established rules, and we support their decision.

One thing I would like to point out. We understand that it can be challenging for individuals facing gambling issues to cease their activities when the allure is strong. Casinos should implement appropriate measures to assist such players. However, personal responsibility also plays a significant role in these circumstances. Tools like self-exclusion and responsible gambling are designed to help players limit or prevent inadvertent financial losses, not to recoup previous losses that were legitimately incurred through fair play. The eligibility for a refund is applicable exclusively to real money deposits, and it is contingent upon the casino team being clearly informed about the player's gambling issues, as was the case in your situation.

I am confident that the situation has been adequately clarified, and I see no justification for prolonging the conversation. Since you have not verified the resolution of this complaint, we regrettably had to categorize it as rejected due to being an unjustified complaint. I would like to thank the casino team for their cooperation.

Please do not hesitate to reach out if you encounter any challenges with this or any other casino in the future, and we will make every effort to assist you.

Best regards,

Michal

Casino Guru