Home Complaints SuperCat Casino - Player is complaining about Redbox casino.

Amount: 50,000 руб

SuperCat Casino - Player is complaining about Redbox casino.

5.2/10 Questionable reputation Submitted: 24 Jan 2020 | Unresolved : 13.03.2020
Our verdict

Justified complaint

UNRESOLVED

Case summary

155 days ago - 13 Mar 2020

The player claims that SuperCat Casino (which used to be Redbox Casino) didn’t pay out 50,000 RUB. From the phone record the player sent us it was clear that the mistake was on the casino's side. The casino stopped responding to this complaint so we couldn't continue resolving it. Therefore we marked this complaint as 'unresolved'.

Written by Kristína
Casino analyst and complaint specialist
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This is a casino from the owners of the redbox casino which threw 50 thousand rubles to withdraw https://topcasinoforum5.ru/redbox-lohotron/

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Dear Денис,

Thank you for submitting your complaint. I am sorry, but I am not sure what the issue is, and I would like to ask you for more information in order to be able to help you. Would you be so kind and be more specific about what happened?

Thank you in advance for a reply.

Best regards,

Kristina

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https://topcasinoforum5.ru/redbox-lohotron/ here is a link to the forum where my complaint is described in detail. The manager of the redbox casino offered me deposit bonuses and persuaded me to make a large deposit of 100 thousand to play big. I hesitated for a long time because I wanted to play and check this casino for honesty. A month earlier, I lost about 30 thousand in the redbox and didn’t go there for a couple of weeks, then I went to play and won the 50 thousand that I got, I used the deposit bonus. Then he made a deposit again and received a bonus of 5000r with a top and a large wager. I was given a personal manager who constantly called and offered all sorts of bonuses on deposit. Further, the casino manager explained to me that the wager would be laundered at a rate not exceeding 90 rubles, but at the same time I could play at any bets with an active bonus and even advised to play large first and raise the balance, then launder the wager at a rate not exceeding 90 rubles. I did so and played for 400 rubles and I caught x120 with the last money, and in total there were 50 thousand on the balance sheet. I concluded and I received a letter saying that I violated the terms of the wagering laundering. I repeat earlier I was going to make a deposit of 100 thousand and play the same way and it turns out that if I lost, I would stay with my nose and if I won I would not be paid, here is their tactics. I sent them a telephone record of the negotiations with the manager where he clearly said that I can play at any bet and they told me that the manager was wrong and they would punish him, but in fact this is their worked out scheme by which they did not withdraw money to the players. They also referred to the fact that I changed bids by raising or lowering and supposedly intuitively guessing the winnings, then they said that I already have a plus now and therefore they will not pay me. A couple of days they were cheating that they would solve my problem and most likely in my favor, but in fact, everything was done the other way around. I consider them to be scammers, they are the owners of prestige volcano casino, they are also the owners of most likely Slotika casino, allricht, Luskbeird casino and other projects. They do not work honestly. The winnings were never paid to me, according to the link above there is a screenshot of the confiscation of my balance and they just returned my deposit to me. Their manager misled the players advising them to play at high stakes and then launder the bonus, and in case of winning they referred to raising the stakes and they say the manager gave bad information and he will be punished and we will not pay you.

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In short, I made a deposit for a bonus with a huge wager. The terms of the bonus laundering were discussed with the manager. But when I laundered the bonus, the bonus was canceled referring to the fact that the manager would be punished for misleading me and they won’t be given me a win, although I just washed the bonus on the same terms before and I was withdrawn. To this, they said that I already have a plus and therefore will not withdraw.

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Hello Денис,

Thank you for the clarification. I would like to know, if you still have the record. If yes, would you be so kind and send it to my email address (kristina.s@casino.guru)? In case you have some other proofs that could help us in this case, please do not hesitate to send it too.

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Denial of payment

Payment department

June 22, 2018, 14:09

To: you

Their letter

Hello Denis

According to the Terms and Conditions of our casino, the Site Administration has the right
keep control of all transactions and logs at your discretion and in any
moment of time. If, when considering the situation, a fact is revealed
dishonest game and abuse of player bonuses, the Administration has the right
void the bonus for such a player.

Unfortunately, when checking your application, it turned out that you were dishonest
played, because of which your balance will be reset.

According to paragraph 29, clause 2 of the Terms and Conditions "Maximum size
the bet that goes into wagering the bonus is 90 rubles (1.5 USD, 1.5
EUR). A game at a bet of more than 90 rubles in the presence of an active bonus may
be considered abuse of bonus offers and may
lead to the withdrawal of all winnings received in this way. "

Any attempt to gain an unfair advantage is strictly prohibited.
regardless of whether such methods are specified in the rules separately or not.
Any activity aimed at obtaining an unfair advantage,
even if it does not appear to be a violation of the rules when strictly interpreted
due to imperfect rules or software, also
is prohibited.

Please do not violate the rules of the casino in the future.

Thank you for understanding.

-
Respectfully,
RedboxCasino Payment Department

Reply

Forward


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Yes, I already changed the phone more than once, I described the essence of the problem. There was an agreement with the manager that I can play at any bets with an active bonus, but then I have to wager it at a rate of 90 rubles in order to withdraw since other bets simply do not automatically count towards wagering. I won back and brought 50 thousand. But then I was in their minus and they took me out, albeit with great difficulty, as if they decided to take it out for a long time or not, and after many of my calls I got it out after three to four days, despite the fact that I promised to play with them big. Further, their manager persuaded me to make a deposit of 100 thousand but I suspected dishonesty in payments, because for a long time they tried not to deposit so much and made a deposit of 5000 for a bonus. Further, as in the first case, I won back the bonus and set 50k for withdrawal and this time I received a refusal, the letter above. To which I reported that there was an agreement with the manager and provided them with a telephone record. They admitted that their manager was wrong and said that he would be punished for misleading me and that they would decide what to do with my payment. As a result, having purged for a week, gradually reduced everything to the fact that their manager was punished and I can continue to play with them, but they won’t pay me, since they already punished their manager for it. I am sure that that fraudster did not suffer any punishment and this is their proven scheme. These owners had prestige volcano sites and other projects, and in some they also threw me at 40 thousand, but I don’t want to go deeper and raise all these questions. And all because they endlessly spam in my mail ads from their projects and I have often come across this and lost a lot of money. He is a scammer and will not pay 100%. And by advertising them you only increase the number of victims.

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I would like to ask SuperCat Casino to react to this complaint.

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Hello, Denis!
Could you give us information why did you wait so long time to leave complaint? I mean you sent proofs where is marked date - June 2018. And Today is 10 February 2020. I am not sure that I will be able to help as was so many time lost! 
Possibly that manager have already been fired.
To be honest I can`t understand your position. After almost 2 years you wrote that complaint. For that period of time we made re-branding, change rules,  and so on.

Kristina, could you please notice that issue was almost 2 years ago! That`s weird that user decided to write about it only now. 
We can`t back in time for 2 years!

Will wait for reply!
Best regards
SuperCat Casino 

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Do not evade, for two years I constantly turned to you with a request to pay me a win and always received a refusal. Your project threw me money and for the first time you reacted here and only because you did not prematurely spoil your reputation in the new project in order to cut down more money. You initially refused to reconsider my situation, although there was a lot of evidence in my innocence, you argued that the manager confused me and we will punish him and we will not pay you. If it were by chance, but it was a systematic proven plan for dishonest work. I already realized that you will not give back a penny to me, they threw me.

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I would like to ask the administrator to blacklist the projects of these owners since these owners have been spotted in dishonest work hundreds of times and do not hide it. Allright Casino, Lusky Beards Casino where there are a lot of complaints and all these are their projects. They will not pay me because they do not value their reputation, I consider it my duty to warn future players not to fall for their bait.

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The complaint was filed in all resources, including the TTR blog, wherever I posted posted that it was a scam and it’s my fault that it got there. This is the only site so far that has responded to my complaint, not when it's not too late. I lost millions playing online casinos, I lost a lot, winnings are extremely rare and I will never forget your throw.

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Hello JimPartners,

thank you very much for your reply and sharing your opinion. Although I completely understand your point of view, I would like to let you know, that we don't consider time to be a problem when we try to help the player. In this case, Денис is trying to solve this issue for a long time and that is the reason we decided to give this a try and ask you for your standpoint. And I must say I really appreciate your quick responding.

 

And Денис, now the problem is, that I chcecked my emails and I don't see any proofs I asked from you. I know it's been a long time, but I really cannot help you without some valid evidence in our hands. Please understand, we can't continue solving this complaint without it and based solely on your claim. So please, send us some evidence if there is any, otherwise I will be forced to reject your complaint.

 

Thank you both for cooperation!

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Dear Christina, then we move on to another stage. I'm starting to provide more lucky evidence! I give you records of telephone conversations.

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Please write me a mail where I could throw you audio files.

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Found your address in the correspondence above, sent an audio conversation.

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I ask you to listen to the 50 minute record to the end to understand the whole point.

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Hello Денис,

thank you for sending the record. We will check it and get back to you as soon as possible.

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Hello Денис, JimPartners,

we checked the records Денис send to us with our complaint team and we believe, that the player should be compensated. 

 

I understand, that this is the problem from the past, but the player is trying to resolve it for the whole time without being successfull. I also understand the fact, that the player is supposed to read the T&Cs, but it is clear that the manager allowed him to bet over the maximum amount. I am sorry, but we believe it is not the player's fault and his winnings shouldn't be confiscated.

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Thank you for the honest consideration of the complaint, I hope that all the same this question will be closed positively and the casino will meet me. I will wait.

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I also want to note that all right casino, lucky bird casino and a couple of projects belong to the same casino owner. If the casino does not make contact, then I believe that it would be right to bring all their projects to the emergency situation.

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We would like to ask the SuperCat Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

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They won’t answer, I recently lost 30-40k to their next casino loki project. They have complaints and no payments for all projects. You need to continue to be careful with the choice of casinos so as not to fall for these organizers.

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Hello Денис,

 

I apologize we couldn't help more with your case. I know you have been trying to resolve this situation for a long time, so it worries me even more I wasn't able to help you. 

 

I know this is not a satisfactory solution, but at least closing this complaint as unresolved will have an impact on the casino's rating on our website and all players can read about your experience. I am really sorry Денис and I hope that you won't ever be treated this way by the casino in the future.