The player from Austria has been accused of breaching bonus terms by placing single bets greater than the allowed ones. Even though we assumed that the issue has been resolved, without confirmation from the player, we were forced to reject his complaint.
SuperCat Casino - Player’s bonus winnings have been voided.
Amount: €2,000
SuperCat Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Case closed
Our verdict
Other
REJECTED
Case summary
2 years ago
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2 years ago
Translation
Had no deposit free spin.
Won about 10 € here, I also implemented it because I made a big profit on another game. Money was then displayed as credit. I kept playing. Up and down you know it. Also won a € 1250 jackpot. Then I wanted to withdraw from my 2000 € credit, 500 € (max.) In BTC because otherwise there is only token or Visa as a payout.
Had to deposit € 10 as there was no withdrawal without a deposit.
Then I submitted the application, it was rejected because the verification is missing.
I verified myself. The second payment was rejected and the entire credit (2000 €) was withdrawn. Reason: You are not allowed to make bets over € 2 while playing with bonus money. Was not possible, I tried it, but Slot indicated that it is not possible to bet more than € 2.
When I asked if I could get the betting history, I had not received any response to this day.
My personal hostess no longer answers either and on phone no. you can only get to the mailbox was probably blocked.
Maybe I will get help from you dear Casino Guru team.
Thanks in advance
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2 years ago
Dear Ischmidii,
Thank you very much for submitting your complaint. I’m sorry to hear about the issue and understand your frustration. I carefully checked the general Terms and conditions on the website, and this is what I found (here):
"30.2. Bonus money: wager (wagering)
...
The maximum bet amount to wager the bonus is 150 RUB / 2 EUR / 2 USD / 9 PLN / 2 CAD / 3 AUD / 10 TRY / 9 BRL / 8 PEN / 60 CZK / 1 000 CLP / 50 MXN / 2 CHF / 100 ARS / 20 NOK / 40 ZAR / 0.0000038 BTC / 1 000 KZT.
Percentage of the bets may vary from time to time depending on the bonus. Therefore, in case of doubt, please consult the support service.
Betting more than 150 RUB / 2 EUR / 2 USD / 9 PLN / 2 CAD / 3 AUD / 10 TRY / 9 BRL / 8 PEN / 60 CZK / 4 AZN / 1 000 CLP / 50 MXN / 2 CHF / 100 ARS / 20 NOK / 40 ZAR / 0.0000038 BTC / 1 000 KZT at once while having an active bonus can be considered as misuse of bonus offers and can lead to exaction of all wins received in such way."
We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not a standard practice yet.
Could you please advise if you have purchased any bonus feature while completing the required wagering? Have you been advised about any maximum cashout from the rewarded Free Spins?
"9.17. There may be limits for the withdrawal amounts from no deposit bonuses."
I hope we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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2 years ago
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Hello Petronela,
No did not buy a bonus. And this casino has a system that prevents you from playing with higher stakes. No bonus can be bought with the bonus balance either.
Even after that, I didn't buy a bonus with the correct balance.
Here is a quote from the last email I received from support.
" I have been informed that you have violated the rules of the bonus stake and placed bets over 2 euros "
I was not told anything more.
I wrote back how that should work because it is not possible to bet more than € 2 and whether I could have an extract from my game history.
I haven't received an answer for 2 weeks.
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2 years ago
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No, I was not informed about a maximum amount of free spins, there was nothing about it in the rules, I only won € 10 that I had to wager 36 times. I did that and I was shown a credit of € 136 (before this credit was at zero) you can see your bonus credit on the page not but only on the slots themselves.
Then I played for several days, up and down until I had completed the verification and just wanted to withdraw € 500 of my € 2000 balance. The first payout was canceled because the KYC is missing.
I did all of that and was also successful, then requested a second payment and then the balance was reset to € 10 (deposit in between).
Thank you for your prompt reply
LG Ischmidii
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2 years ago
Thank you very much, Ischmidii, for providing all the necessary information. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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2 years ago
Hi Ischmidii,
I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite SuperCat Casino to the conversation to participate in the resolution of this complaint.
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2 years ago
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Hi Peter,
All right, thanks for the help.
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2 years ago
Hello dear Ischmidii
Before voiding your winnings, we carefully analyzed your game and unfortunately we found in it a violation of SuperCat Casino rules.
30.5. Persistent misuse of bonuses
Each rate going to bonus wagering should not exceed 20% of the bonus amount. If the rate is 20% or more, such a rate will not count, and the status of the bonus wagering will be reconsidered.
The player played with rates of 1-1.5 with the maximum allowable rate of 0.72 (with a bonus of 3.56).
For this reason, dear player, your winnings have been reset to zero.
Screenshots of bets and gaming activity were provided to the casino guru's team
Best regards,
SuperCat Casino Team
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2 years ago
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To the SuperCat team,
This is new to me, I was told that.
But if you do everything you can to not pay me off and design the rules in such a way that, even with a lot of luck, you will ever see money and technically not manage to implement your rules in such a way that you have a fair environment for both sides, then it should be like that.
Of course I will no longer play on your side and advise everyone in my social media groups against doing this or using your bonuses and this rule in favor of the casino.
Hope you invest my € 10 deposit well, maybe in a new user interface 😉
But count on you to have contacted me after all, even if it took public pressure to do so.
Thanks to the Casino Guru team for their support in my case and that everything went so quickly.
I can only recommend it. The casino, on the other hand, does not, there are better ones with serious rules.
A short feedback to the casino.
Remove this bonus, it is rather unfriendly to the player and as soon as it comes to a payout and something like that happens you are more likely to scare off the players than to deposit something again.
And I think I'm not the only one with problems like this.
It's a shame that we haven't found a solution that would satisfy both sides.
Warm greetings.
Thanks again to Casino Guru Team and Peter.
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2 years ago
Hi all, thank you for your replies.
Dear SuperCat Casino Team,
What exactly do the "rates" mean? Is that some sort of gaming contribution of the games?
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2 years ago
Hi Ischmidii,
I am currently discussing the issue with the casino rep by Skype. I will keep you updated. I also talked about the problem with our team. Our position is as follows: 1. the max bet of 20% should be mentioned in the specific terms together with the €2 max bet.
2. the wording should definitely be clearer because it sounds like a poorly translated text from a different language (max bet = each rate going to bonus wagering???).
3. If the max bet of 20% isn't mentioned in the specific terms, it should be enforced by the system just like the one of €2. No player ever calculates with a max bet of 0,72€, especially if it's not mentioned anywhere.
To sum this up, we are strongly convinced that the player should get paid in full.
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2 years ago
Translation
Hi Peter,
Many thanks for the support.
As I said, I only know the rule with the 2 € and as you can see in the picture above, I was only told that and after that I was never written back to my email address.
And yes, I also said that the rules are designed to be player-unfriendly and will scare off the players in the long run. It would be better not to offer a bonus for this casino. Other casinos can do it too and do not understand why they are so fixated on taking back winnings and then not reporting again.
But at least you, Peter, have received an opinion and now you have a picture of the whole thing.
Then it will show how the casino decides and whether they see it as you do. Thanks for the help, very commendable how you work, respect.
Warm greetings.
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2 years ago
Hello dear All
We had a long dialogue with the Casino Guru team. The following happened in this case:
The player took a no deposit bonus. On his account at this time it was empty. His bonus is this 3.56 euro and subsequent bets should not have exceeded 20% of the 3.56 amount. Each bet should not have exceeded 20% of the amount he received.
We realized that it is difficult for everyone. We will remove this rule on all projects for all players.
In this particular appeal - the player will be returned his winnings.
Dear Ischmidii, you can get it by leaving details and a withdrawal request. Considering the casino rules for receiving funds.
Thank you for your participation and dialogue.
Best regards,
SuperCat Casino Team
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2 years ago
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Thanks for the support to both sides.
I now have the money in the account on the site, but are currently having difficulties with the withdrawal.
I am in contact with the support and give an update if the payment was successful.
But so far, a big thank you for your support.
To the Supercat Casino team.
I think it's good that you made the decision and removing it is the right decision and
saves everyone a lot of trouble and the players are satisfied and will continue to deposit if all
seeing that it is fair is better for both sides than opaque rules.
Do I have to give credit to the casino, I checked out a little something on Casino Guru and there
there are casinos that are not so willing and quick to implement.
If everything works out I hope that we will get along longer and that I can recommend the casino again with a clear conscience.
As I said, I will give an update as soon as everything has worked.
Until then, thanks to the Casino Guru team and Peter for the help and to the casino for the quick solution.
I wish you all a Merry Christmas with your loved ones and best regards.
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2 years ago
Dear SuperCat Casino Team,
Thank you for the update. I appreciate that you looked deeper into the issue and see it now also from the player's perspective. Your decision is very welcome.
Dear Ischmidii,
I'm glad to hear that you got your winnings back. I will set the timer to 10 days and we'll see if your withdrawal will be successful. I also wish you a Merry Christmas.
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2 years ago
Translation
Hi there,
At the moment it looks like the payout will not work.
Since there are only 3 withdrawal options.
At first it was not possible because only the payout is possible with the deposit, I made my deposit
via Paysafe, this payout does not exist, so I took Bitcoin payout as there is no pure bank payout.
The support told me that I should make a "Jeton Wallet" and sent me a link and instructions.
I still wanted a Bitcoin payout because the Jeton Wallet is being criticized for its data protection and the Trustpilot rating is "poor" (2.4 / 5).
Unfortunately, I have just been informed that Bitcoin is not possible for technical reasons, which ones these are and which Bitcoins should give, I don't know, so it can only be an internal error.
So we are unfortunately back to the points of criticism because there are 7 deposit options but only 3 for payout, one of which is a credit card and these are not intended for bookings. The second is the criticized token and Bitcoin is currently not possible.
I hope we come to a solution that is suitable for all sides
Best regards.
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2 years ago
Hello dear All
We are sorry that due to technical reasons related to payment service providers, we were unable to process your withdrawal request using the method you are used to. When the finance department sees that we don't have the ability to withdraw to one method, we offer you an alternative solution for receiving funds.
We have the ability to withdraw money to BTC wallet and Jeton wallet now.
You will also be able to see the available methods in your account.
Yes, it can be that the method of replenishment and the method of receiving payment may be different
Dear player, please contact the payment department as soon as possible and we will provide all the necessary assistance in resolving this issue
Best regards,
SuperCat Casino Team
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2 years ago
Hi all.
Thank you for your replies.
Dear Ischmidii,
Please keep me updated on the status of your withdrawal.
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2 years ago
Hello dear All
There hasn't been yet successful requests for available payment methods. Since more than 30 days have passed, you need to make a minimum deposit and make x3.
Best regards,
SuperCat Casino Team
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2 years ago
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Hi there,
Here is an update.
Has been trying for days and always comes up with a reason why there is no payout.
I have now also paid in and played and yet the payout was refused this time even without a reason. It is now really tedious because there is always a new reason.
Regards
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2 years ago
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It was rejected again without a reason, and I met all the requirements.
Bitcoin payout is not possible and there are no other payout options that I can use.
This is now the 10 times that I request a payout and there are always other requirements or reasons why it does not work and since the latest it is simply rejected for no reason and always referred to the finance department, so what do I have to do now so that I can get the money in Bitcoin can pay off?
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2 years ago
Dear SuperCat Casino Team,
Could you please explain what is going on with Ischmidii's withdrawals?
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2 years ago
We would like to ask 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, the complaint will become ‘unresolved’ which may negatively affect its rating.
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2 years ago
Dear Ischmidii,
I'm afraid the casino stopped responding. If you still haven't received your withdrawals, I recommend turning to the Curacao Gaming Authority (certria@gaminglicences.com) and submitting a complaint to them. It's not the best licensing authority out there but it has more options and tools to help players. Let me know how they replied (peter.m@casino.guru). I wish I could be of more help.
Best regards,
Peter
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2 years ago
We reopened the complaint as per the casino's request. We received the following email from the casino:
"Hello dear All
Sorry for the long wait.
On December 20, the money was returned to the player's account in the amount of 2000 euros.
From 20 to 28 December the player was playing . 12.01.2022 he put on the withdrawal request - withdrew 150 euros, continued to play, 350 euros remained on the balance . After that, he left another request.
The winnings were credited to the player's wallet:
12 Jan 2022 16:01:06 - 150 EUR - JETON_WALLET ****679
13 Jan 2022 13:54:01 - 350 EUR - JETON_WALLET **** 679
There are currently no funds in the account.
Best regards,
SuperCat Casino Team"
Dear Ischmidii,
Can you confirm the information above and can we consider your complaint resolved?
