Supernova Casino - Player is criticizing withdrawal limits.

They have paid me only 250 twice in 2 months and say they reserve the right to pay me this slow

I have 2250 pending and 3000 in play still just feels like monopoly money

Thanks for helping

Gil

Dear Portouefa1,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I have checked general terms and conditions, and this is what I found https://supernova.im/terms/:

"Please be advised that the withdrawal amount paid or processed to players on a weekly or monthly basis may vary due to certain 3rd party processing limitations or policies.

Supernova Online Casino reserves the right to transfer a Players’ winnings in installments, depending on their player class. The Supernova Online Casino player class is determined mainly by the Player’s deposit or game activity."

Did you receive any explanation why your winnings have been split into installments? Which payment method you have opted for? Have you accumulated your winnings with or without an active bonus? Could you please forward any relevant communication between you and the casino? My email address is petronela.k@casino.guru.

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

Best regards,

Petronela

Hello yes they did explain about the withdrawal being in installments and I did deposit only 100 and was lucky to hit huge but can't believe it will take a year to get paid less than 3000

Thank you

Gil

Could you please forward any relevant communication between you and the casino? My email address is petronela.k@casino.guru. Thank you in advance.

Hi just sent that screen shoot to your email

Thank you

Thank you very much, Portouefa1, for providing all the necessary information via email. I will now transfer your complaint to my colleague Viliam 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.

Thank you so much

Hello Portouefa1,

I looked at your complaint and will do my best to help you. I would like to invite Supernova Casino into this conversation. Can you please speed up the withdrawal process?

Hi thank you for helping

I just don't understand how they want me to deposit money if it takes this long to get my withdrawal

If I was to have gotten paid in one payment like all other sites I would have deposit already so many times if I deposit more like $1000 if I win I wonder if I would get paid in large amounts.???

Thamk you so much for helping

Stay safe everyone and be well

Hello. Hope you are well.

The Finance Team are trying to contact player via email to resolve the matter. 

Please, talk to them. They will help you ASAP.

Dear Portouefa1,

please follow Casino's instructions and let me know about the progress.

Yes they sent me a message letting me know they would pay 500 installation rather than only 250

Thats better than before

Thank you

Update me when you'll receive all of your winnings, please.

Will do thank you so much

Oh thank you so much you guys are awesome

Dear Portouefa1,

did you receive your winnings, please?

Still waiting but it has been executed by the casino so should receive 500 by next week I will let you know when this is completed

Thank you so much

Hello, is there anything new?

Yes received 500 now only 500 left you guys are awesome

Thank you

Thanks for the update, that's good news. Did the Casino mention how long it will take to receive the whole amount?

No they never told me it's still pending now over 1 week

I'll ask them this week

Thank you

Dear Portouefa1,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

I should receive my last payment this week ill let you know when

Thamk you

Hi just wanted you to know I was fully paid and you guys are so helpful and amazing

Thank you

Gil

Dear Portouefa1,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru