Shocking behaviour from Supercasino.com
Hello all! I'm new here, and just wanted to highlight my very recent experience of dealing with Supercasino.
I joined the site via an online cashback website (so get £50 for a £20 deposit I bet in full - not bad!). I was expecting to wager my twenty pounds, lose it, then terminate my account and wait for the £50 cashback, but unexpectedly, they gave me £55 as a 'bonus'.
I went straight to the roulette table and spent a while making a series of bets, some of which I lost, others I won. I never bet even money stakes, but often covered more numbers than I didn't and occasionally included a couple of column bets. Within about an hour, I was up to £405 and had bet enough to be eligible to request a full withdrawal.
A few days later, I got an email saying I had partaken in 'minimal risk wagering tactics' (essentially implying I had the audacity to try and better my odds) and for that reason absolutely everything I won would be removed. My balance was reduced to £20 and that was it.
Aghast, I went straight to their terms and discovered that nasty little clause that basically says the only bets they will accept are ones in which they're very likely to win. However, that decision is subjective and I had issues with this: firstly, not everything I bet was my bonus - I had a cash stake in there and won using it, but that was removed along with everything else. I also objected to the notion that my risk was 'low'.
So, I got on their live chat service where some charmless man simply copied and pasted the terms then offered me my bonus back so that I could "try and play according to the terms for once". When I questioned him further, he copied and pasted a private chat he had with another user (in which that user disclosed their full name and date of birth). That's a clear data protection violation, and left me a bit stunned by how this company operate.
I have registered a complaint which I'm guessing will get ignored, at which point I'll politely point out that if I register a data protection complaint, they will get fined many times more than the winnings they've taken.
I hate to get nasty in that way, but I'm shocked at what is tantamount to a scam, by using vague terms hidden away to get out of paying absolutely everything when a player wins.
I'm guessing some of you lot must have had similar experiences?
All the threads tagged with supercasino are here:
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quite a large proportion of them are complaints. They're actually not particularly outrageously 'rogue' in their behaviour compared to some online gaming operators and the terms that you refer to are fairly standard at online casinos for the last 5yrs or so now I'm afraid.
I wouldn't waste too much time dwelling on it, you're not actually down anything, and really, life's just too short - just make sure to read the T&C first next time. Reading T&C might not be 'cool' (or even reasonably do-able) for some things (eg anything to do with Apple!), but whenever you take a bonus from a gaming operator it's essential to read the T&C relating to the wagering requirements you have to fulfil before being allowed to withdraw the bonus+winnings.
Essentially the T&C of a promotion outline a contract between you and the operator and if there is a problem and you decide to take it to the regulator (which is actually proven to be quite pointless nowadays) or the courts, then you need to know that you haven't broken the terms of the contract first. Unfortunately in this case it does sound like you broke the terms of the promotion - you could try arguing that the terms are unfair, although again I personally don't think it's worth your time/effort (and cost if you decide to take it to court).
Last edited by munk; 13/07/2014 at 20:34.
Thanks. You're right, it's not worth wasting too much time on and I haven't actually lost in real terms, but it's not really fair that the preclusions on a bonus aren't more obvious.
I'm certainly going to pursue this data protection incident though, which is more serious. Whether I can use that as some kind of leverage, I don't know but either way it's not good.
By Andy in forum Player Support / Gaming Site Feedback / General Complaints
Last Post: 11/07/2011, 09:56
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