Super Slots Casino - У гравця виникли технічні проблеми.

I have been a member of superslots for over 2 months. Over this period of time i have spent thousands of dollars there. I like the way they separate the bonus sections from the regular play. At first I had no issues. Then I started to lose access to my bonus play. The normal bonus section has less games normally , but all of a sudden more than half the bonus games were gone. And the ones that were there, I was unable to play other than 1-5 games. I directed my grievance toward one of their agents and they let me know they see the problem and they will reset it. They reset it and it worked fine. Then at some point over a month ago, it stopped working again. This time they wouldn’t fix it. They would just send me to troubleshooting. I’ve already done all that. Cleared cache and cookies, changed devices and browsers. Nothing worked. I would only be able to play anywhere from 1-5 games and of course had no chance in rolling over my cash that way. I’ve spent hours putting together videos and photos for them and they wouldn’t return the bonus for me. I wasn’t even trying to withdrawal money. I just wanted to play. They wouldn’t do it. Tonight was the last straw. I had 5 games to choose from. (Everyone else has 77 according to management i spoke to). Well I was 400 bucks from rolling over, I chose "spin to ride" and after spending 400 I had 300 bucks left over. It didn’t ding or message me though. So I though, I must be spins away. So I kept spinning it down until I realized I just spent another 300 roughly. I panicked and backed out and went to my account. They never gave me any rollover points for spin to ride. When I told them, they said it doesn’t count toward rollover because there’s a progressive. (Terrible progressive btw: 1,000 dollar jackpot but you have to do max bet (150 dollars). Why would you put that game in the bonus section if it doesn’t count toward bonus play? And it’s one of the only5 games that works for me and everyone else gets 77 games. I was so fed up. Left there for good. I have sent them videos and photos and they do nothing. They offered me 25 dollars. Hah. Such bs. I’ve spent over 20 grand between there and wildcasino in the past 10 weeks. 

Side note: Almost every single charge I was overcharged between 5-25%. It took me weeks and countless hours but they finally credited my account with that money. They didn’t pay for all those foreign transactions I didn’t want though. Nor address the fact that the overcharges took me over my limit and gave me fees from my bank. They don’t care. They said "oh but we gave it back to you". They wouldn’t even let me withdrawal it. They said I had to wait a week even though these charges can be from weeks ago. 

And finally I have video evidence of their slots not NOT paying when something lands on a payline. So many times I could have sworn I watched something big hit and I didn’t get pay. And yes, I go into the pay table and check which lines are used for the games. So glad I hit record when I watched a bunch of hits not register. I was playing Gold Heist. Pretty volatile game so it can be common to not have too many good hits. But right off the bat 2-3 spins in I get the 20 free spins. Not a single hit for all of those. Ok strange. Kept playing another 100 spins and I had 4 small hits when I swear I thought I saw paylines

hit. That’s when I hit record and got it on video. Only one payline that I know of was working and the rest were not. That game has 30 Pauline’s and I watched as 3 Jacks hit payline number 27 with no recorded pay. They don’t have an option in that game to change how many Paylines you want, I checked. 15-20 grand gone from this site. Not one withdrawal.

Sent from my iPhone

Sent from my iPhone

Hello carterkuk05,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Super Slots Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? What is your dispute amount based on? Did you actually suffer any kind of balance loss due these issues? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

My dispute is that I’ve been paying for something I have no shot at. Every time I buy into the promo I am given a fraction of what everyone else gets in regards to game selection. When I finally do well after spending close to 20,000 dollars and make a measly 300 dollars they don’t even give me that. They said that game doesn’t count because it has a progressive jackpot but it’s the only game they allow me to play. They’ve ignored my call for returning all bonuses. I’ve shown them the videos and they don’t care. They called me a Tier 3 customer (top 1%) but treat me like trash. I spent more time having to talk to them about issues I was having than actually playing. Completely ruined my experience. It’s not even about losing. I am not verified yet because I haven’t withdrawn anything. I have spent thousands and thousands of dollars every day for 2 months. I talk to them every day because there is always a problem. I have video and photo evidence of everything happening, including their paylines not working. I’m just fed up over their reactions to all the problems they’ve caused. When I put that kind of money into something, I expect something out of it. What do we pay for when we play slots? We pay for fun/entertainment and the chance to win. Well having to have the same conversation for 1-2 hours a day with different people as I get passed along and am treated like a child is not my idea of fun. "Have you tried clearing your cache and cookies?" YES! I have been asked this at least 50 times in 6 weeks and I keep telling them there’s technical issues on their end. I know because their own agents found the issue and fixed it the first time. Then they would lie to me and say "oh well you can’t play those bonus games because they are under maintenance. That’s why they won’t work for you." Ok well then tell me that before I purchase it for one. And two, don’t lie to me. My friends can play them right then and there but I can’t. They have made me waste thousands of dollars. The 300 not given to me and the paylines not paying was my final straw. Sure that could have just been that game glitching but if I caught my Saturday night poker dealer cheating once, and he said it was only that one time, I wouldn’t trust him.

Could you please forward your communication with the casino with any additional proof to nikolas.b@casino.guru please?

Dear carterkuk05,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.