SuperBoss Casino - プレイヤーのアカウントがブロックされました。

Registered SUPERBOSS casino on 20.08.2002 and did single deposit of 700 usdt (in crypto).

I played a single very short gmabling session and found this casino not interesting to me as it was too low number of tables, so I decided not to continue playing this casino at all ever. And after I made 3x deposit wager I proceeded to cashout. The total turnover made was just 2685 USD, and I played not more than just 30 (THIRTY) gambling rounds. Most of the bets were made at one "lucky" blackjack table - I just played it through to the end of the shoe and quit. The final balance reached 1823.75 USD

No any kind of bonuses were claimed and used during this session.

After passing KYC I ordered request of 500 USD for withdrawal (as it's only possible to withdraw by small parts) and I got it normally. So I requested another portion of 500 USD. But this time the payment was put on hold and casino announced the gameplayd need to be verified by game provider. It takes upto 21 days but usually just a few days. 

While waiting I loged in to my account just once and asked when the paypent will be finally done and they responede 'upto 21 days'. So I just decided to wait for that date, that was 12.09.2022

One day before 11.09.2022 I normally logged in to my account and saw that my payment is still on hold. But next day (today) I got strange depersonified message from unknown manager from unknown casino (I couldn't see the name of the casino and return address was strange) as an answer to opened ticket (I didn't open any support ticket). So message stated:

"We are writing to inform you that, unfortunately, due to your violation of paragraph 9.1.2 of our Terms and Conditions, your account has been blocked. Funds in your account will be forfeited because they were obtained by exploiting game advantages and loopholes, which is contrary to our fair play rules."

Logically it could be only superboss casino so I checked my superboss casino account and was unable to login.

I don't have any other communications with casino except this message (if it was superboss). 

So this is completely disrespectful and cheating behavior from casino unlawfully withheld the rest of 1323,75 USD of my balance. Accusations on my cheating is absurd as I played just 30 hands on live blackjack game. Let the casino clarify what they ment.

I ask your help to get the rest of my balance as for some reason you put this kind of casino on a 'perfect reputation' list.

Hello novi4ok,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with SuperBoss 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? When was the last time you spoke to the casino and what was it about? Did the casino specify what loopholes did you use in order to accumulate your balance?

Looking forward to your answer.

Regards,

Nick

Hello, Nick!

I have typo in my first message unfortunately. I registered in 2022 (this year a month ago) on 20.08.2022 (not 2002).

My account was fully verified before my first withdrawal request I think same day on 20.08.2022.

My first cashout request in the amount of 500 USDT was served normally and I requested next one. There were no gaming rounds between cashouts so this is of no logic to pay cashout one time and accuse player in cheating on the next one.

Last time I spoke with them around 2 weeks ago in the end of August via online chat and it was about stuck cashout request (the second one in the amount of 500 USDT). Casino told me most probably I have to wait for 21 days so upto 12.09.2022 in accordance to their T&C.

After that on 12.09.2022 I got only email message I citated but signature of a person who sent me this message didn't contain casino name, just 'casino manager' of some mystery casino. I couldn't see casino name in sender's address as well. Probably it was a spam, but the fact is my superboss casino account was blocked on 12.09.2022 right after this email message. I was able to login to my account a day before on 11.09.2022.

No any explanations on the 'loopholes' were provided. Anyway superboss casino can clarify the situation here.

Regards 

Hello novi4ok,

Can you please forward the communication between you and the casino to nikolas.b@casino.guru?

Hello Nick,

Requested communication between me and the casino with few comments was sent to nikolas.b@casino.guru

Regards

Hello novi4ok and thank you for the additional information. I will now forward your complaint to my colleague Matej who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello novi4ok.

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Please explain what novi4ok breached and why his account was blocked.

Hello,

As casino keeps silence I tried to clarify the situation via email once again. I got answer stating that 'During the gameplay check, it was found that you exploited a vulnerability - the use of safe (non-loosing) bets. These actions violate the rule 9.1.2 of the site. Your bets have been verified by the game provider. During the check they found out that you are using bets with advantage or win-win bets (these are bets whose outcome can only be won).'.

Whatever that means. I used only main bets at the live game of blackjack by evolution provider. I have no idea what 'safe bets' or 'win-win' means with regards to blackjack game. No bonus was active and no bonus funds used - only my own cash funds. And how game provider can issue such kind of report based on a statistically insignificant distance of 26-30 bets ONLY?! This is pure fraud!

Also I infromed the casino twice that we are awaiting their answer to my complaint here. But unfortunately I see no sign of presence of their representative on your site.

Shall you need a copy of communication between me and casino let me know I will send by email.

Regards

Dear player.

Your account has been suspended based on the paragraph 9.1.2 of our Terms and Conditions. (9.1.2. - using an unfair advantage or influence (commonly known as cheating), including the exploitation of bugs, loopholes or errors in our software, the use of automated players (also known as 'bots'); or the exploitation of an 'error';😉

We received a letter from game provide Evolution Gaming about suspicious activity of a player. Analyzing the activity and actions we understand that the intention to register and play in the casino was not to play in a game of chance but to find a loophole with an additional software (it’s not possible to count cards in one’s head) and make RTP advantage in the game (meaning that the RTP is higher that 100%).

Taking all that into account we came to the decision to suspend the account.

We can provide detailed report to Casino Guru manager about received letter and activity.

Just to clarify. I registered this casino because it was rated high (given 'perfect reputation') by Casino.Guru. And it is positioned high in recommended casinos list by Guru (number 15 now). So my intention was to see overall conditions. And to be honest I was not impressed. So as you have 3x deposit wager I need to rollover 700x3=2100usdt bets in total. If I'm not mistaken total turnover was about 2600usdt a little bit more than 3x because I played last shoe to the end. That's somehow proofs that I was not intended to play long your casino. All my gameplay was somehow forced as otherwise I was unable to withdraw with no comission. 

Accusations on cardcounting is an absurd as I played not significant number of hands making impossible to issue such kind of reposrts. As far as I remember I bet not less than 100usd each round so I made 26-30 gaming rounds, I think even less. Probably less than 20. What card-counting in 'one’s head' are you talking about?

So after 3x wager my only intention was to cashout and never come back. For some reason you escalated the conflict and acted as fraudsters accusing me in making 'win-win' or 'non-losing' bets. Absurd! Could you clarify what does that mean? I did not influence the game - this is impossible.

I play a lot of another online casinos generating turnover of million of dollars and for some reason those casinos never receives such a mystery provider letters and accounts not banned. This is clear sign of crooked casino - they always refer to mystery game provider letter. So convinient as player cannot apply to game provider by no means.

Yet one more - find user review from one of the ukrainian player. He reported the same. Paid once then banned with no reason. Seems to be working scheme for this casino. Exactly the same happened to me.

I hope Casino Guru will take appropriate decision. 

We requested verification of your documents with selfie but you refuse to do so. Could you let us know why you refused that? Those all facts (the letter from game provider, the action which were done by you like a player) let us consider those actions like cheating.

All requests came from you were fulfilled. All the neccessary KYC procedures were done before my first withdrawal request. Account was fully verified and 500 usdt was processed for withdrawal normally. Selfie was provided and uploaded on 20.08.2022. As you banned my account I cannot see what documents were uploaded via inner casino system exactly. I can present exactly the photos that were made after your request of selfie.

During awaiting of my second withdrawal of 500 usdt (not processed) I talked to online chat support 1-2 times and only information I got that gameplay check in progress and I have to wait for 21 days. After I tried to clarify what happens after 21 days instead of answer I was quite rudely asked 'if anything more we can help you with?'. I haven't got any requests for additional selfie. Online chat support never informed me that some personal information missing. We never communicated via email until ban on 12.09.2022 and I got no requests from you. The information that I refused provide selfie is a lie. How do you explain that you paid first withdrawal normally and then start doing this strange things?

I claim all chat transcripts to be published here.

As for game provider letter - seems to be fake as well as no conclusions can be made on a run of 20 (TWENTY) gaming rounds. This is against logic and mathematics. Clarify how many times I bet? All the gameplay was strictly in accordance to gambling rules and controlled by the game provider. I could not influence the game by any means.

Please act as reputable entity.

Dear casino representative,

Could you please specify which selfie with which document is missing? Could you please also prove that novi4ok refused to provide this selfie?

Dear novi4ok, could you please forward me the email with a selfie which you sent to the casino?

(matej@casino.guru)

Matej - have sent the email with details.

Dear player - please provide us the requested info and we would be happy to return you the rest of deposited money .

If I understand it correctly, the casino is asking for a selfie of you holding a piece of paper with written SuperBoss on it.

All right I still feel I'm missing something. You ask for information, but dont specify WHAT information and how shall I send it to you. I see no requests from you anywhere.

Following Matej clarification I'm sending you selfie photo holding a piece of paper with written SuperBoss and current date on it via email as answer to suppot ticket #J5WJZ (13053051+J5WJZ)

If you need any other photos please specify exactly what needs to be done and ways of sendong these photos to you.

Thanks novi4ok.

Dear casino representative, please check the selfie and confirm everything is OK, or write here if anything else is needed.

Dear player.

Yes we received all the documents which supposed to be.

We made return transfer yesterday based on the rule:

The casino administration can return the difference between deposit and withdrawal to the player with the deduction of administrative commission up to 15% from the deposit’s amount. In that case, the player should verify her account by providing a selfie with the name of the casino and the date on the list.

Please check and i hope your complain case will be closed.

The total deposit was 700 usdt, after the game the total balance of my account was 1823.75 usdt. I have withdrawn 500 usdt successfully and remaining balance at the time of account blocking was was 1323.75 usdt.

Yesterday I received 93.81 usdt only. Could you please explain what this amount mean?

From what I understand you seized the winnings and returned only my deposit amount of 700 usdt minus 15% fee?

Sorry, but I don't agree with this decision. All the winnings were legal, see no reason to withheld the winnings amount and to appy administrative fee to the returned deposit amount. I pretend to get all 1823.75 usdt in full. At the moment I paid only about 595 usdt

By our rules we have the right to return deposited money - not winning sum.

Deposited sum was 698,75

So 698,75 - 15% = 593,94

593,94 - 500 = 94

this is the money you have received.

Sorry but I cannot accept this as a proper case resolution. By accepting this I admit there were some violations from my side and I agree to my winnings seizure. This is not the case. I strictly reject any accusations on me. My position is clearly explained above. There is no place for any funds seizure here. And you apply fee even for earlier payments (500usdt) that was performed normally. Probably you still have right to took 15% fee in such a case but you must return all the remaning balance 1323.75 usdt minus fee. This is acceptable somehow. 

But at the moment I got only 94 usdt out of 1324 usdt remaming. 

Please read our terms and rules for players (which you accepted during registration in our casino)

based on the rule:

The casino administration can return the difference between deposit and withdrawal to the player with the deduction of administrative commission up to 15% from the deposit’s amount. In that case, the player should verify her account by providing a selfie with the name of the casino and the date on the list

Your account has been terminated - you don't have the right to play in our casino. The reason of termination is above - because of the suspicious activity noticed by the gameprovider.

All deposits-withdrawal minus admin fees has been returned to you.

We consider that the case is resolved and absolutely fair.

Dear novi4ok, we are still working hard on the case. Most of the conversation with the casino are now exchanged via Skype. When we make progress, I will post the message here immediately.

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear novi4ok, 

The casino stated that when they asked you to do a KYC, you refused to send them a selfie.

Could you please explain this situation in as much detail as possible?

Hello, Matej!

This is the second time they raise this strange question. Everything is explained above. I haven't got any requests from them. Anyway I sent them selfie and they got it and confirmed. But finally they stated this only for returning back my deposit. They seized my winnings with no will to returm. Also they imposed 15% fee to previously and normally processed cashout request of 500usdt. Total amount I got from them 500+95=595 usdt approximately. Out of 1823 ust of my final balance. All the requests from casino were fullfilled. If they anything more let them explain clearly here again.

Hello novi4ok, 

From the info I have from the casino representative, it looks like when you were asked to provide a selfie, you refused to do that, and based on that, the casino blocked your account. There are still some questions in the air.

All right Matej, but if you read carefully the thread above we already discussed that. I provided the passport and selfie right after they asked on 20.08.2022. Later I was asked for additional photo with 'SuperBoss' written on the paper. This was done only via this site and from you not from them. I did this and they confirmed about 3 weeks ago. Anyway I haven't got any requests from casino not before not after account blocking. And they provide the reason of my account ban is some mystery rules violation and game provider letter. Nothing in common with missing selfie.

I am trying to find out the valid reason for the first block.

Dear novi4ok and casino representative,

I checked the logs and evidence with my colleagues. 

Novi4ok:

From your play style, it is evident that in a short time, you switched tables and played only in tables where TC was at least 2. From your game logs, we believe you used software to know where and when to play because it is impossible to keep all that info for a single person.

Therefore, considering all the evidence, we believe that the casino has the right to the decision it made.

This is strange style performing the 'investigations' when player doesn't have access to logs. I cant remember even the number of bets but I beleive it was not more than 20-30 rounds most of them were played at one single table. How many tables I 'switched'? How many gambling rounds I played? What was the total turnover generated? I play same style in many online casinos and never been accused in using software. This is nonsense. This is only the 'guses' not based on the evidences (because there are no any). "Highly likely' as usually. Imposing fee on the previous made cashout (after 2 month) - of course never commented. The only reason is that this is ukrainian casino and you just take side. Not surprised.

I can assure you we were checking your logs very carefully.

I can give you an example of your play:

In one day, you played a total of one hour, and during this play, you switched six tables and played 24 rounds.

Twenty-two rounds were played in 17 minutes, and you switched four tables. All games were played with TC 2+. Most were with TC 3+. This is not possible without using a group or software.

Matej, I know you are a 'bad cop' here. Mostly in all your cases you take casino's side. Anyway just to finalize - you don't provide any evidences and base your conclusion on a 'guess'. If you allege anyone you must provide more valuable proofs. I played four tables and only 22 rounds and you say only possible reason for that is 'using software'. Could you estimate the probability? This is rhetorical question. This has no any statistical or mathematical grounds. I know when you enter the case this brings nothing good to the player. You are the most biased and prejudiced person here. Most probably you are being the the head of complaints enter the cases only with pocket casinos.

Let the rats take the piece of pie this time..

Dear novi4ok.

1. The casino provided enough evidence that it convinced the whole team of people.
2. Because of us, you got your deposits back.
3. You can submit the complaint to the regulator if you disagree with our decision.

And you're mistaken; this case has very solid statistical and mathematical grounds.

Because of all written above, I am rejecting this case as unjustified.