Casino Superlines - Бонусний виграш гравця анульовано.

I  am playing at this online casino called casinosuperlines.com.

I deposited 505 EUR to BITCOIN and played with 500 EUR sticky bonus.

The bonus is called black wolf with bonus code BLW99.

I finished all the wagering requirements.

They emailed me asking for a recent bank statement and I emailed a copy to them.

After that, I wanted to withdraw my balance and when I opened cashier I saw that there are 2 withdrawal options : BANK and NETELLER.

I am from Maharashtra, India and OUR BANKS HERE HAS BIG FEES so I deposited to NETELLER and played without a bonus and then withdrew my balance to NETELLER.

And soon after that I receive an email from them saying

"Hello Sweeden,

It's Thea here, from the customer service team.

I tried to call you earlier, but unfortunately you were unavailable.

As I see you requested €3089 Withdrawal.

As part of our regular withdrawal review process, we have seen that the terms and conditions of the casino were not met.

You had irregular play which includes : Placing single bets equal to or greater than 30% from the value of the Bonus, deposit or Comp Points .

You had irregular bet on game : European Roulette at 2/11/2022 1:05 - 10 EUR bet

In this case casino has right to cancel withdrawal request and remove the winnings.

But we want to offer you deal. We want to offer you 600 EUR.

Please let us know what you think.

I Am also sending you the link for our T&C, where you can find all information about betting rules:

https://www.casinosuperlines.com/en/tnc

Please let us know what you think.

If you have questions or need assistance please come to our live chat .

Kind regards,

Thea,

Casino Superlines

109400:1885258"

I replied

"Hello, I deposited 505 an received 500 bonus. 30% is 150! All my winnings came from that.

Later I deposited 20 with Neteller and bet 10 but I did not win anything with that.

Please check.

For the call, what day and time do you operate and I will see if I can be free.

Thank you"

They did not reply to me so I emailed them again with

"Hello, thank you for our phone conversation which I appreciate.

As I say 600 euros a very low offer because my deposit was 505 euros and I won 3000 euros. I would only be getting my deposit back really.

I only played the bet of 20 which was more than 30% on the small 20 deposit I made after I won already so it is not fair to cancel my winnings.

Please check with your policy and personnel if they can change their mind and pay me in full. I hope we can fix this problem and if not we can submit to an arbitration process because I think it is very poor to cancel my win for this small bet that is unrelated to my win.

Thank you. I will wait for your reply."

And this was their reply

"Hello Sweeden

It's Tyler on Thea's Behalf

Unfortunately there's nothing else what can be done in this situation, as you breached terms and conditions casino acted accordingly to T&C, Your deposit is back to your balance, if you want to carry on playing you can do that and my kind advice is to play accordingly to terms and conditions.

Best Regards

VIP account manager - Tyler"

Dear Sweeden,

Thank you very much for submitting your complaint. . I’m sorry to hear about your problem. Do I understand correctly that you breached the maximum allowed bet while playing with your real money deposit?

Could you please forward your game history together with your cashier and bonus history to kristina.s@casino.guru? If there’s any other relevant communication between you and the casino, please forward it as well.

Thank you in advance for your reply.

Best regards,

Kristina

Dear Sweeden,

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.

Thank you for waiting.

It took a while to get all the screenshot of the history.

Hello I emailed casino superlines asking for full gambling history from January 2022 to March 2022 because I cannot get quality screenshots. Please wait. thank you

Thank you for your replies, Sweeden. Unfortunately, I am not able to review your screenshots, so please forward me your game history when you receive it. Additionally, in the meantime, could you please get back to my first message and answer my question? Thank you in advance.

Hello Kristina,

Yes I did breach the max bet while playing with my second deposit. But I did not earn any winnings from these bets.

The balance in my account I had won before this deposit. And I did not breach any max bet on that deposit!

Very unfair to try to confiscate my 3079 euros that had nothing to do with the breach of max bet from the deposit of 20 euros.

1005 balance - deposit 500, bonus 505.

3079 balance - after playing

3099 balance - after deposit of 20 with neteller so that I could withdraw to neteller

3089 balance - after playing with 20 euro deposit and betting 10 (breach of max bet).

If you feel that you have been accused incorrectly, please forward me your game history. Also, please forward me your bonus and cashier/deposit history. Thank you in advance.

They did not give me a copy of my gambling history.

But I got this screenshot for February and March 2022.

Hello, they did not give me a copy of my gambling history.

But I took this screenshot for February and March 2022.

Thank you very much Sweeden for your reply. I will now transfer your complaint to my colleague Andrej (andrej.p@casino.guru) 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.

Dear Sweeden,

I’m sorry to hear about your problem. I’ll contact the casino and try my best to resolve the issue.

I would like to invite Casino Superlines to join this conversation.

Dear casino team,

Could you please clarify the situation? You can forward any relevant evidence to andrej.p@casino.guru.

Hello they replied to my email on April 15 and this is what they said :

Hello Sweeden

We aren't affiliated to Casino-guru, therefore we can't communicate with 3rd Party organizations,

they can email our complaints department for further information.

Best Regards

Support Team

Please accept our apology for the late response. Unfortunately, our colleague Andrej is unable to continue resolving this case due to an illness. Therefore, we will transfer your complaint to Matej (matej@casino.guru) 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.  

Hello Sweeden.

I am sorry to hear about your troubles. Unfortunatelly the casino in which you decided to play uses unfair rules to increase their profit. The "30% rule" is well known and highly unfair because it applies even to players who didn't play with any bonuses.

Unfortunatelly, the casino is licensed in Curacao, where they judge the complaints strictly based on the casino terms and do not care if the rules of the casino are fair or not. My best advice: Take a 600e and immediately after the withdrawal, close your account and find another casino.

I am sorry, but I am afraid that there is no way how we can help you in this case.

Hello Sweeden.

Any updates in this case?

Dear Sweeden,

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 close the complaint.

The casino wrote to me today: "Unfortunately there is no any difference , if you broke betting rule with 20 EUR deposit , or with 507 EUR deposit , as at first you have canceled whole withdrawal request and added that 20 euro on the top of your withdrawal amount "

They want to confiscate all my balance and winnings that I had long ago because I deposited 20 euros and bet 10. My previous balance had nothing to do with this bet. I did not even win anything with this bet.

Dear Sweeden,

It is clear that this casino is using their terms to trick the players and of course, what they did to you is highly unethical and entirely against fair gambling codex. Unfortunatelly there is not much we can do about it.

The casino has already a bad reputation on our website, and its regulator is Gaming Curacao - not a good regulator, often ignoring players. We can help you submit a complaint to the regulator, but the chances of changing something are low.

Please let me know if you want to submit a complaint to the casino regulator, or we can close the complaint as unresolved, which will harm the casino rating.

Because of all written above, we are closing this complaint as unresolved.