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

about 25 days ago I registered at superboss.com casino, made my first deposit. lost it, after which I made another one or 2 more, I don’t remember exactly

then I got an offer to make a VIP deposit of $1,000 and get some kind of big bonus.

I didn't plan to do it, but I got carried away with the game and did it. after that, playing some slot, I got a big win.

The rules for wagering the bonus were some huge amount. while I was doing it, I lost several thousand, but my balance remained about 10 thousand.

when I entered, I saw that the maximum withdrawal could be 1100 dollars. it was very strange.

Having made this conclusion, I left the game, I was very glad that I was so lucky. A few days later I see that the money does not come,

I went to chat with their agent, they told me to take some strange photo, I took it. Then I was told that I need another ID number.

it's good that all this was saved in the chat, as your agent Hope already told me, I need to add all the screenshots. I have done them all and will attach to this complaint.

As a result, they accepted the photos and told me to wait 21 days for some kind of verification, I was very scared, because this is something strange.

About 10 days passed after that, and some number from an incomprehensible country calls me in the afternoon, I don’t remember exactly what country it was, I picked up the phone, she began to say something to me in English.

all I understood is that this casino superboss is calling. I was a little scared and hesitated, answered something like that I don’t know English, you can speak Russian.

That agent's name was Alex

this seems to me all that I remember from the conversation, he began to ask how I replenished the balance of the cash desk, I began to remember, trying to answer correctly,

further from he began to ask something else, a lot of some questions about how? when?

what are the rates? what are the wins? Of course, I tried to remember, but I was so confused, and it took not 2 hours, but 10 days, how can I remember this.

In the end, he said thank you, have a nice day, but I immediately thought something was wrong. As a result, I began to think and worry every day. and today I'm trying to access the site,

and they tell me that my account is blocked. I went to google and found this site, immediately wrote to you in a chat, how should I be and I was answered by an employee of Hope.

I was told that you can file a complaint here or write to the regulator. and after a dialogue with your Hope employees, I decided to write here and try to get the casino to honestly pay the winnings,

after all, their reason for the block is not at all about me, I honestly won by playing their own slots. The reason for closing my account they wrote using some kind of error,

which gave me some advantage, but I was just playing their own games. Please help me resolve this issue. I don't know what else to write here

I will wait for your advice. I’ll say in advance that maybe I got confused about what happened when, but with this situation my head is spinning, I don’t understand what is happening at all,

as if I'm some kind of hacker who hacked into the casino site and got a win, just some kind of nonsense, thanks.

Irina

примерно 25 дней назад я зарегистроривалась в казино superboss.com, сделала первый депозит. проиграла его, после чего сделала еще один или еще 2, я точно не помню, 

потом мне высветилось предложение сделать VIP депозит от 1000 долларов и получить какой-то большой бонус . 

я не планировала его делать, но увлеклась игрой и сделала его. после чего играя в какой-то слот я получила большой выйгрыш. 

Правилами по отыгрышу бонуса было какое-то огромная сумма. пока я ее делала я проиграла несколько тысяч, но мой баланс остался около 10 тысяч. 

зайдя я увидела что вывод можно максимум сделать 1100 долларов. это было очень странно. 

Сделав этот вывод я вышла из игры, очень обрадовалась что так повезло. Через несколько дней я вижу что деньги не приходят, 

я зашла в чат к их агенту, мне сказали сделать какую-то странную фотографию, я ее сделала. потом мне сказали что надо еще какой-то ид номер. 

хорошо что это все сохранилось в чате, как мне сказал уже ваш агент Hope, мне надо добавить все скриншоты. я их все сделала и прикреплю к этой жалобе.  

Фотографии в итоге они приняли и сказали ждать 21 день какой-то проверки, я очень испугалась, ведь это что-то странное. 

Прошло где-то 10 дней после этого и мне днем звонит какой-то номер из непонятной страны, не помню точно какая это была страна, я подняла трубку, мне начала на английском говорит что-то. 

всё что я поняла что это казино супербосс звонит. я немного испугалась и замешкалась, ответила что-то на подобии что я не знаю английский, можно на русском говорить. 

Того агента звали Алекс, 

это мне кажется всё что я запомнила из разговора, он стал спрашивать каким способом я пополняла баланс кассы, я стала вспоминать, стараясь правильно овтетить, 

далее от стал спрашивать еще что-то, много каких-то вопросов про то как? когда? 

какие ставки? какие выйгрыши? я конечно пыталась вспомнить, но я была настолько растеряна, да и прошло не 2 часа, а 10 дней, как я могу помнить такое. 

В итоге он сказал спасибо, хорошего дня, но я сразу подумала что-то неладное. В итоге я стала каждый день думать и переживать. и сегодня я пытаюсь зайти на сайте, 

и мне пишут что мой аккаунт заблокирован. я зашла в google и нашла этот сайт, сразу написала вам в чат, как мне быть и мне ответила вам работник Hope. 

Мне сказали что можно подать жалобу сюда либо написать регулятору. и после диалога с вашим сотрудников Hope, я решила написать тут и попробывать чтобы казино честно выплатила выйгрыш, 

ведь их причина блока совсем не про меня, я честно выйграла играя в их же слоты. Причиной закрытия моего аккаунта они написали использования какой-то ошибка, 

которая дала мне какое-то преимущество, но я просто играла в их же игры. Прошу помочь мне решить данный вопрос. я не знаю что еще тут надо писать, 

буду ждать вашего совета. заранее скажу что возможно я спуталась что когда было, но с этой ситуацией у меня голова кругом, я вообще не понимаю что происходит, 

как будто я какой-то хакер который взломал сайт казино и получила выйгрыш, бред просто какой-то, спасибо.

Ирина

Hello 23tomatik23,

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 since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and did they specify what have you done exactly that breached their terms?

Please note that the casino may restrict your access to your account until the verification is finished.

Looking forward to your answer.

Regards,

Nick

Could you please advise since when exactly is the verification process ongoing?

My answer: Additional checks began as soon as I put it on the conclusion. They began to request additional photos, and after they were confirmed, I was told that my account was being sent for some additional verification.

Which documents have been already approved and which ones not?

My answer: my passport, my selfie, my selfie with paper, my selfie with paper where it says superboss and date,

my selfie with paper where it says superboss and date + my account id. as I understand it all was confirmed by them

When was the last time you spoke to the casino and did they specify what have you done exactly that breached their terms?

My answer: The last time was yesterday, they just gave me the point of their commission and said that I had violated, they did not explain anything else to me. point 9.1.2 this can be seen in the screenshot of their email. I can also upload full correspondence with them (their live chat)

Please note that the casino may restrict your access to your account until the verification is finished.

My answer: They(superboss support) replied that the verification process was over and the conclusion was that I had violated something, clause 9.1.2. They didn't tell me anything more, no details.

Thank you 23tomatik23 for all the information provided. As we will definitely need more details, I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, 23tomatik23,

I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite SuperBoss Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear SuperBoss Casino Team,

Could you please provide us with an explanation of the player's situation in more detail? What steps should the player take to unblock the account and withdraw the winnings? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Good day.

This account has been marked by our security system as a multi-account and has been blocked. This user had already made a complaint on another website, and after further investigation we resolved this case in the users favor. We have already unblocked this user and requested for additional verification of the payment method. We are waiting the user to complete this verification to begin the payout.

Thank you very much, I'm glad that the casino has changed its mind. I already sent them what they asked me to.

Thanks to both sites for helping me with this!

The casino opened my account, I also got a withdrawal. But there are some changes in the limits.

Withdrawal limits have been reduced to 500 USD per day. the casino guru team, I think, should indicate in the information about the casino the fact that the withdrawal limit per day is 500 dollars.

23tomatic23, Casino Guru.

We never set any withdrawal limits on Irina. We have no idea where she got that information. What’s more, today’s complaint about it came even before her withdrawal request was formed.

Perhaps there are no limits. But yesterday I bet the entire amount for withdrawal using your system, which is 22 withdrawals of $500 each. You only brought out one.

The casino made only 1 withdrawal (the maximum amount of one withdrawal is 500 USD), and for the second day nothing has happened. The representative of the casino says that there are no limits ...

Greetings all,

Thank you both for the updates.

Dear 23tomatik23,

Maybe there are only limits per transaction set, and it depends on used payment method. Could you please provide me with an update on your issue? How many withdrawals have you already received? How much of the disputed funds have been credited to your Skrill account and what is the remaining amount? Would you like me to keep the complaint open until the whole amount is paid?

I asked in the chat what the problem was, they answered me that they would send an answer to the email, and today they wrote me this. It looks like some kind of bullying

so far, one thing is clear to me, without complaints about this casino, nothing happens at all. the complaint against askgamblers was closed and the casino immediately stopped paying anything. I started writing all over again - something began to happen.

Thank you for the update, 23tomatik23.

What payment method was used for the mentioned 1 successful withdrawal? Was it made via Skrill? Have you ever made a deposit via Skrill to your casino account? Have you successfully verified this payment method? Can you please provide me with the same screenshot of the email from the casino, but with a visible recipient's email in the same picture, and send me the conversation as an attachment in the email?

Feel free to use my email (branislav.b@casino.guru).

yes, I only made deposits through skrill, which I verified, it was part of the last verification at this casino. Now they write to me that I did not make a deposit from Skrill. something completely incomprehensible is going on

Thank you, 23tomatik23, and I am sorry for the delayed reply.

Dear SuperBoss Casino Team,

Can you please check the player's issue and provide us with an update on the withdrawals? Is everything alright and will these withdrawals be paid? If yes, what is the estimated time frame for processing the payments? Is anything else needed to be done on the player's side to speed the process up?

Superboss company withdraw money, but very, very slow.

Most of the amount has already been paid. Payments are made on a regular basis.

Thank you both for the updates.

Dear 23tomatik23,

If I understand it correctly, you requested all of the mentioned withdrawals on December 26, 2022. It is understandable that it will take some time to process all these payments. Although it is taking a little longer, you confirmed the casino is paying you out.

Based on the all information and updates, it seems to be on the right track. Therefore, I am extending the timer until the end of January and will keep the complaint open. Please, let us know about the progress then. If your withdrawals were paid completely earlier, inform us about it as soon as possible.

Thank you for your patience and understanding. Looking forward to hearing from you.

Good day.

All money is paid to the player 

Great, thank you very much, SuperBoss Team, for the update.

Dear 23tomatik23,

Can you confirm that all your disputed funds have already been paid out?

Dear 23tomatik23,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or do not require any further assistance, we will consider the complaint resolved.

Greetings all,

Dear 23tomatik23,

Considering all the gathered information and the announcement stated in my previous post, I will now mark this complaint as 'resolved' in our system. Although I sincerely hope it will not happen, 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.

Thank you, SuperBoss Casino Team, for your cooperation.

Best regards,

Branislav, Casino.guru