SuperNopea Casino - Player is asking for a deposit refund.

Hi

I deposited 3000 euro in Total at supernopea casino.

Before i register on supernopea, the sister casinos of this casino close me for gambling problems. Supernopea didnt and accept all my deposits. I have email with the dates of closing at the sistercasinos and the reason of gambling.

I want a refund from all my deposit on supernopea. They brake the rule to let someone with gambling problems play.

Greats recheline

Dear Recha,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Could you clarify which sister casino is the one you have active self-exclusion in?

Would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Hi

Ive email you.

Thank you for your emails, Recha. Do I understand correctly that you are self-excluded from Betway Casino, Cashmio Casino, and Buster Banks Casino?

On cashmio and busterbanks im blocked permanently for gambling problems.

They blocked me on 2020-12-05

Betway casino i have a exclusion for 5 years.

Greats recheline

Recha, would you be so kind as to confirm you used the same personal details when registering a new account at SuperNopea Casino as in the Cashmio Casino and/or Buster Banks Casino?

Im going to email it to you.

Hi

I asked them the personal details for supernopea, cashmio and busterbanks.

And supernopea it was deposit and play, so they accepted my bank deposits.

They didnt Block me

I will send you more information when i receive it

Thank you very much Recha for your cooperation so far. I will now transfer your complaint to my colleague Tomas who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Thnx. And where is Thomas emailadres?

Hello Recha,

I will take care of the complaint from now on. You can send any new evidence or documents to my email address from now on tomas@casino.guru

Dear Recha,

I've contacted the casino representative and am waiting for their reply.

Oke nice. Ive ask them the personal details from supernopea, cashmio and busterbanks.

And: i never registered on supernopea. It was Deposit and play casino.

Hello Recha,

I received a message from the casino representative saying they are not aware of a deposit made by you at Supernopea Casino. They don't accept payments from the Netherlands. Could you provide any evidence the transaction happened at Supernopea casino, please? You can send the evidence to my email at tomas@casino.guru Alternatively you can post it here. Much appreciated.

Hi

Ive sended it to you

Hello Recha,

thanks for the email. Since the Supernopea casino is a 'deposit and play' casino, could you please tell us if you entered any personal information into your account profile for SuperNopea Casino at all, other than the bank account number you used for the deposits?

I dont think so. I cant find anything. Only my bank deposits. And i ask the live support earlier to check my total deposits.

Ive sended to you at mail. Did you receive this?

We have reviewed this case in detail and based on our findings we can see that the account created on Supernopea used different details that had previously been used on other self-excluded accounts under the same license. Because of this, there would be no way we could know that the accounts are linked.

Upon checking we have found that the player had a different first name, different email address, different phone number, different street name and entered the ZIP code in a different format. Since the details on the player account were different this is not something we are responsible for as per our Terms & Conditions. "10.5 Although we will use our reasonable endeavors to enforce our responsible gambling policy, we do not accept any responsibility or liability if you nevertheless continue gambling and/or seek to use the Service with the intention of deliberately avoiding the relevant measures in place."

To conclude this our decision is final and no refund will be issued based on our findings.

Im going to email de database of the casinos so they can send me my personal details. Its impossible that i register with different personal details. I was a real gambler. Im not stupid to put other name, phone number and adress. When i put other details then they will never pay me out if i win big. Im not done with this. Om going to search the personal details.

Hello all,

thanks to the Supernopea casino team for your reply. Do I understand correctly that you claim Recha used different details in the Supernopea Casino after the self-exclusion was requested in Buster Banks Casino (sister casino site)? Could you provide us with proof of what you are saying? Please send me the screenshots or any applicable proof of the different details to my email at tomas@casino.guru Much appreciated!

Hi tomas,

I emailed all the dpo departement for my personal details of all the 3 casinos.

Im waiting for a reply. Because its a verry weird answer.

When i have answer i will email you

Hello,

Our relevant team has reopened the case and, after a deep and thorough investigation, has taken the decision to refund the player's losses as highlighted below:

- total deposits: € 3000.00

- total withdrawals: € 380.00

- total refund: € 2620.00

The amount has already been credited back to the player's casino account. In order for our team to proceed with a manual bank transfer to her bank account, we have kindly requested her to send the required documents. We are currently waiting for the documents.

SuperNopea Team

Oke finally.

Thnx for looking better.

Tomas thnx for the help.

Hello all,

Thanks for the reply to the Supernopea Casino team.

Dear Recha,

I will keep the complaint open until you receive the refund in your bank account. Keep us updated.

Hi

I recieved the money. Thanks for help🙂

Greats

I am glad to hear you received the refund, Recha! Thank you for letting us know. We will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.