Super Slots Casino - プレイヤーはボーナスを受け取っていません。

I played in their blackjack tournament and placed 9th. They are refusing to issue my bonus despite proof of placing. Just refusing outright!

Dear mattpanken,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Do I understand correctly that the bonus you were supposed to receive was the prize for placing in this tournament?

Would you be so kind as to send me all the relevant communication between you and the casino together with any other supporting evidence, so we can gather as much information as possible? My email address is kristina.s@casino.guru. Alternatively, you can post it here.

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

Best regards,

Kristina

Thank you for your reply, mattpanken. Could you please advise when this tournament took place?

Friday it is now Wednesday well past their stated 48 hours business or otherwise.

Thank you very much mattpanken for your cooperation so far. I will now transfer your complaint to my colleague Adam (adam.m@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.

Hello mattpanken,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Super Slots Casino to join the conversation and participate in the resolution of this complaint.

Dear Super Slots Casino,

Can you provide further information regarding the player's tournament prize and why it has not been received?

Kind regards,

Adam

I would doubt with their questionable reputation that they will respond. This should serve as a cautionary tale to All to not play at Super Slots Casino as they can't honor the least of their obligations.

Good afternoon, I will gather all this information and contact Casino Internal Department to investigate what happened. I will get back to you with more information on next steps.

Super Slots Representative.

Thank you Super Slots for your obvious stall tatic.

Hello all,

Thank you for your responses.

Dear Super Slots Casino,

We will await further update from you, I will extend the timer to 7 days.

I certainly don't have multiple accounts and would like to see that evidence against me unless it is just to avoid paying me if I win on your largesse offering of $10 for the misscommunication.

Dear Super Slots Casino,

Please provide evidence of the player's multiple accounts. It can be posted here or sent directly to my email, adam.m@casino.guru.

Dear mattpanken,

I could not find any terms on the website relating to tournaments, were you made aware of the conditions of the tournament before playing?

Good afternoon,

Gathering the evidence, I'll send it as soon as I get it.

Regards,

Super Slots Representative.

Thank you for the update, Super Slots Representative.

We will await further information.

Hello Super Slots Casino,

Thank you for clarifying the situation with the accounts.

It seems the link you have posted is for https://help.betonline.ag/, and I can find no mention of tournaments on that page or at https://help.superslots.ag/ either.

Please clarify where the player would have found the aforementioned term.

Good afternoon,the following can be found when clicking on the "I"from the tournament lobby:

Super Slots Casino Representative.

Dear Super Slots Casino,

Thank you for the screenshot. Can I ask you if that is from superslots.ag? Also, in the screenshot provided there is no mention of the rule in question (regarding the necessary deposit).

Essentially, we need to know what rules the player would have had access to before/at the moment of registering for the tournament.

Dear mattpanken,

Do you recall reading any Terms and Conditions regarding the Tournament?

Kind regards,

Adam

Good afternoon, the above picture is when you go inside and log in as a player, there, you get to see the rules for the tournaments we have on a daily basis.

Here https://www.superslots.ag/games/blackjack/Blackjack%20Tournament/860/1075?gameId=860&extGameId=1075, you can also find on the "info button", the T&C for all of them. Im attaching what the player gets to see once he is inside. You will read the rule about the 20$ deposit as a minimum.

Dear mattpanken,

It seems that in this case, the casino has acted in accordance with its terms and conditions. The term in question is included in the information about each tournament, and also seems to be displayed across the top of the current tournament list in a red box.

Therefore, I am afraid we will not be able to help you any further with this matter and the complaint will be rejected.

It can be reopened at any time.

Kind regards,

Adam