The player's self exclusion failed as he was able to deposit and now he is unable to withdraw. The complaint was closed as the casino stopped responding.
SuperCat Casino - The player's self exclusion failed.
Black points: 100
Amount: €30
SuperCat Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
2.3
SuperCat Casino has a Safety Index of 2.3, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
Delayed payment, status unknown
UNRESOLVED
Case summary
1 year ago
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2 years ago
Translation
Hello team,
I have a blocked account at this casino and 2 problems with it.
1. I made a deposit of €30 which was not credited to my account. After a long back and forth, I now have this amount in my account. But since this is excluded myself, I would like to pay out the €30, but this is rejected and they tell me that a payout is only possible from €50. So I have no way of getting my money, which absolutely cannot be right.
2. This casino has several sister sites, all of which I have written to multiple times asking for self-exclusion from the entire license. I was ignored every time or they told me I have my account with them. I have sent many emails asking for full self-exclusion but they have completely ignored it, not even responded partially. I was able to deposit €400 with them despite multiple self-exclusion requests, they refuse to refund anything. Can you help?
Automatic translation:
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2 years ago
Dear LouAnn123,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with SuperCat Casino.
Unfortunately, there isn’t written that all your accounts in other casinos of the same owner will be blocked or self-excluded automatically. Please understand that if you self-exclude yourself from one casino it doesn’t necessarily mean that you are protected on all the other associated websites even if you request for it. You will have to request a self exclusion in every single casino one by one. Could you please advise when have requested a self-exclusion from SuperCat Casino directly?
Looking forward to hearing from you.
Best regards,
Nick
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2 years ago
Dear LouAnn123,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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2 years ago
The complaint was reopen based on the player request. I would like to ask her to respond to all the previously asked question.
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2 years ago
Translation
Hello Nick, on the following dates a self-exclusion was requested (all casinos in the same group), always with a request for self-exclusion throughout the license, unfortunately not once was it informed that self-exclusion is not possible under the entire license:
-07/06/2022: request self-exclusion to Supercat Casino, requesting self-exclusion under the entire license of Atlantic Management NV and requesting that the following accounts are not yet closed and should also be closed: Spinamba, AllRight, LuckyBIrd, Supercat
July 7th, 2022, 1:14 am: Response from Supercat Casino via email "Unfortunately, such email address is not registered in our system." Of course, I wrote from the email under which I was registered
-07/07/2022, 07:04: I informed the casino by email that I am indeed registered under the email address, I have submitted evidence that I am registered with correct data
-07/07/2022, 10:52 am: the casino informed me again that I am allegedly not registered
-07/07/2022, 10:54: Email from me to the Casinoit further data
-07/07/2022, 15:13: Email from me that I await the refund of 30€ which have not been credited to my account, with proof of payment
-07/07/2022, 15:30: Email from the casino claiming they have not received a deposit from me
-07.07.2022, 15:33: Email from me again with proof of payment for 30€
-07.07.2022, 18:02: Email from the casino claiming they didn't receive a deposit of €30
-08.08.2022: 3 emails asking for a refund of my €30 that was not credited
-08/08/2022, 09:53: Email from the casino saying the account is now closed, no indication that the ban is not under the full license
-17.08.2022: Mail from the casino that my missing €30 has been credited to the game account, but no possibility to withdraw the money because the minimum amount is €50, so I can't get my money
Besides that:
-03/03/2022: Email to Spinbounty Casino asking for self-exclusion under the entire license-03/03/2022,19:10: Email from the casino saying I am not registered
-20.05.2022: Email to Spinbounty again asking for closure under the entire license
-05/20/2022, 19:15: Email from the casino again claiming that I am not registered
-05/20/2022, 19:50: Email from me to Spinbounty, with proof of my account at the specified email address
-05/20/2022, 21:12: Email from the casino that the account is now blocked (no indication that the blocking does not apply to the entire license
Besides that:
03/12/2022, 16:59: Email from me to Slottica asking for self-exclusion under the entire license
-12.03.2022, 17;12: Confirmation of self-exclusion with no indication that it does not go under the entire license
Edited
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2 years ago
Dear LouAnn123,
Can you please forward all the communication to nikolas.b@casino.guru?
Also please note that depending on the license, the casino hardly ever inform the player whether they are blocked in the whole group or just that one casino as it is mostly for a single casino only.
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2 years ago
Dear LouAnn123,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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2 years ago
Dear LouAnn123,
Can you please clarify when did SuperCat casino close your account? Please note that one complaint is for one casino only so I will need information regarding this casino only. I can see in your e-mail that you have requested for self exclusion on 7.7. and they claimed that you are not registered with them.
Can you please forward an evidence showing that you are registered with the e-mail you also sent the exclusion request from?
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2 years ago
Translation
Hello Nick,
After several emails sent, my account was closed on 07/08/2022.
I do not have proof that my account was registered to the email address I requested self-exclusion from. For all accounts I had under this license, the casino initially claimed that you did not have an account, I have sent you the proof of this. I only have this E-MAIL address and only use this address. You can see this in the other emails I've sent to the sister casinos asking for self-exclusion under the entire license. In the end, the casino was able to assign my email to my account.
They do this at all their casinos, presumably to buy time so that players change their minds and keep depositing. I still sent you proof that I also started the live support chat at my registered email.
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2 years ago
Hello LouAnn123,
So the casino closed the account 1 day after your request?
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2 years ago
Translation
Hello, that's right, at SuperCat my account was closed after one day. However, they still have my €30 credit and are not paying them out.
However, they have not responded to any of my self-exclusion requests at the other casinos that I have previously made. I asked them for a total exclusion from the license under other accounts in the same chain before I deposited at SuperCat. Again, they repeatedly said I didn't have an account at the various casinos, although I always had one, and never told me they couldn't self-exclude under the full license. No feedback, or delay time, otherwise nothing happened. You should also give me back my 30€.
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2 years ago
Hello dear All)
Thank you for your feedback and patience))
02 Jun 2022 и 05/06 Jul 2022 - there were several unsuccessful attempts at deposits, also starting from 06 Jul 2022 LouAnn123 began to successfully make deposits
Sometimes attempts to make deposits may receive unsuccessful statuses, it depends on many factors not only on our side, in such cases the client can always contact our support service and / or change the payment method and try to make a deposit again a little later
The request for the account block was received on 07/07/2022 at 00:38
Account was blocked on 07/07/2022 at 02:02
At the moment we are waiting for a response from the player about the preferred payment method in order to return the deposit
Best regards,
SuperCat Casino Team
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2 years ago
Dear LouAnn123,
Please provide the casino all the requested information and let us know the outcome.
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2 years ago
Translation
Hello SuperCat Casino,
I've asked for self-exclusion in all your casinos, I've even explicitly asked for self-exclusion throughout the license. You have not informed me on any request that you cannot self-exclude for the entire license. I'm a vulnerable player and you knew about the problem and still let me play. I want all my deposits back. I can also open an extra case for the Spinbounty Casino, I asked you about self-exclusion here too and you just said I don't have an account and then diligently let me deposit. You do that at all your casinos and I don't think it's ok! You have to write and ask several times and you always say this profile does not exist, you have to fight as a vulnerable player to be able to exclude yourself at all. That can not be! Refunded my entire deposits and now finally self-exclude the whole license please.
I still haven't received my €30 unused deposit.
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2 years ago
Translation
I still haven't received my €30, nor have I received any feedback.
The Spinbounty Casino has also promised to refund my deposits, again no money. Can SuperCat Casino finally comment on this
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2 years ago
Dear LouAnn123,
Based on the casino's description your account was closed within 2 hours. Also as mentioned above, you have to self exclude yourself in every brand separately based on the license.
You can't expect the casino to inform you about not being excluded in their entire group - why would someone tell you about something they do not offer?
As your account got closed within a reasonable time frame, we will be forced to close the complaint.
Is there anything else we can assist you with?
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2 years ago
Translation
Yes, of course there is something else you can help me with: my unused 30€ have not yet been refunded to me. This money was definitely not used by me and was only credited to the player account after my self-exclusion, I would of course like to have it back myself.
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2 years ago
Dear SuperCat Casino,
Can you please advise if the remaining balance of the player from her account will be paid out and when exactly?
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1 year ago
We would like to ask the 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’ which may negatively affect its rating.
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1 year ago
Unfortunately we will be now forced to close the complaint as the casino did not respond to us within the given time. They can reopen it anytime if they wish to continue resolving the issue.
You can also try to contact the licensing authorities regarding the unused deposit but as you can see our hands are basically tied if they are not responsive.
Regards,
Nick
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1 year ago
The complaint was reopened based on the casino's request and they informed us that the 30€ is available for a withdrawal.
Dear LouAnn123,
Can you please advise if you did receive the money since or requested for a withdrawal of it?
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1 year ago
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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1 year ago
Translation
Hi, I haven't received the money and I can't withdraw it either because my account is blocked.
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1 year ago
Dear SuperCat Casino,
Can you please clarify when or how can the player request for a withdrawal?
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1 year ago
Dear SuperCat Casino,
As we did not receive any respond from you yet, we will be prolonging the timer once more. Please note that we will be forced to close the complaint as unresolved if we won't hear from you within the given time.
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1 year ago
The complaint will be now closed as unresolved as the casino failed to respond within the given time frame. They can reopen it anytime if they wish to resolve the issue.
I'm sorry that we were not able to help you out with your case but as the casino is non responsive, we can hardly do anything.
Please do not hesitate to contact us if you will come across any other trouble in the future, we will gladly try to help you.
Regards,
Nick
