CLOSED: slow pay supernova casino

On the 31/12/2016 I made a payout request for €2000,00 at Supernova casino.On 10/01/2017 I received €1000,00 via neteller and the remaining €1000,00 were credited back to my casino account (they told me due to my VIP level I can´t make more !!!!). So I made a new request for the remaining €1000,00 and got on the 30/01/2017 €150,00 and the remaining €850,00 were credited back to my casino account as well !!! So I made a new request for these €850,00 and after more than one week I asked Emma Edison from the finance departement when I will get fully paid. Today I got following answers from Emma: Dear Thomas, Please be informed that your withdrawal request was cancelled, as according to our Terms and Conditions if a player’s account remains inactive (i.e. no bets placed etc) for a period of more than 30 days, we are entitled to deny any pending withdrawal in place. Best Regards, Emma Edison Finance Department Supernova Casino and after that mail: Dear Thomas, As per our previous email, your withdrawal request was cancelled, since if a player’s account remains inactive (i.e. no bets placed etc) for a period of more than 30 days, we are entitled to deny any pending withdrawal in place. Please also note that according to our Terms and Conditions, documentation sent for account verification needs to be renewed regularly. We would like to inform you that your account will be temporarily suspended until all necessary up to date documentation is received by us. Thank you for your understanding and cooperation. Best Regards, Emma Edison Finance Department Supernova Casino.

Hi schnuggi,

You already contacted our support agent and your username has been forwarded to the casino. Keep you posted. 

Dear Thomas,

This is the 2nd time you are writing on a forum in an attempt to blackmail the casino.

Please don't forget to mention that you had in total 5 withdraw requests, in which the first three withdraws were paid fully due to your player class and your 4th and 5th withdraws were split into installments.

The amount each player is eligible to withdraw is correlated to his player class. The reason why we allow the full amount to be withdrawn is in order to help the players to "Secure" their winnings so they won't lose it.

When the due date of the payment arrives, the finance department, which has over 6-7 years of experience, is looking at the player class and is analyzing the amount that the player is going to be paid. The rest of the balance goes directly back to his or her account so the player can withdraw it again.

The 1st time you wrote a complaint was due to the withdraw fees that were wide and clear in our terms and conditions, but we agreed to compensate you with sending you those fees back to your NETeller account.  We added more money to your casino account as compensation since we try to keep all our players happy and satisfied so they will come back.

The 2nd time you wrote a complaint because you received 150 out of 1000 as a withdraw but you forgot to mention a few important things, the total withdraw was 2000 euro and we have sent you 1000 euro and took the fees on our account, even though the terms and conditions states there is a withdraw fee. The outstanding amount that was left from the initial withdraw was 1000 euro and we sent you 150 euro because your player class is lower than it was.

Here, you registered an account with us and confirmed a few times over the phone that you agreed and understood the terms and conditions hereby stating:

“Depending on the level the player reached and the activity shown within the casino the withdrawals will be limited from $150 up to $2,000 per week. Please get in touch with your personal Account manager to confirm which amount you are allowed.”

Moreover we asked you new documents because your documents are expired and we requested updated documents:

"“documentation sent for account verification needs to be renewed regularly. “

Again, it also states on the terms and conditions which again you agreed upon that:

"“your withdrawal request was canceled, since if a player’s account remains inactive (i.e. no bets placed etc) for a period of more than 30 days, we are entitled to deny any pending withdrawal in place.”"

Last but not least you have violated over a few sections that you agreed upon when you registered in our casino, and we didn't close your account or make any actions, because our top goal as customer support is to make our players happy in order for them to come back.

In your case the situation is different, because you abused the fact that we were trying to help and satisfy you with your requests, even though you are not a VIP in our casino. Later the VIP manager called you in order to discuss your situation to see what can be done to please you, but as the conversation furthered we concluded that nothing that we will do is ever enough and that it is obvious that you are trying to abuse the situation.

To conclude everything, every action that the Finance department has taken follows our terms and conditions which you agreed upon when you signed up to our casino. I would kindly ask of you to read those terms and conditions again to understand the issue like Melissa from LCB did regarding your situation and regarding the actions we took in regards to your account.

Best regards,

Kim Lenny

Supernova Casino

in your t&c it's stated that the maximum limit is $2000 per week, and then you have "Casino reserves the right to send the winnings in installments. Player class influences installment amount as well as time frames of processing a withdrawal request. Player class is mainly determined by depositing/gaming activity of the player."

then you can pay the players for example with $100 per month., right?

what bul**hit is that? So the maximum withdrawal isn't $2000 per week if you ask me.

Snowbowl,

This is not true, every withdraw takes 7-10 business days and the minimum for withdraw is 150.

So the payout will be every 7 business days for each installment, we would never hold players withdraw for any amount but we reserve the right to pay in installments according to their player class

Maximum withdraw it is $2000 per a week, and if player reaches $2000 per week the following week he can withdraw another $2000 and so on.

Kim Lenny

Supernova

Hi Lenny, first it is nice to get a reply - but you did forget some facts: 1. it is correct, that it is my second complaint 2. I made a pay out request for 2.000,00 in November and got after more than 10 days waiting, a first installment paid of 500,00 less 50,00 fee (so the casino took 10% fee), so in total 450,00 !! After that I activated LTB and wrote a mail to your casino to close my account. I got a call from your VIP manager and he was fully in my opinion and he promised me, that it will never happen in future, that the next withdrawl request will be paid up to 1.500,00 in one step and no fees will be charged via neteller. So I gave the casino a second chance. 3. After that I did play again and did win. So I made a pay out request for 2000,00. After more than 10 days I got 1000,00. Than after 20 days I got further 150,00. So in your business manner a pay out request for 2000,00 will take more than 4 (four) mounth - and you really write in your reply:"... because our top goal as customer support is to make our players happy in order for them to come back." - no that is not your top goal, YOUR top goal is to take some customer´s money and to confuse due strange terms. Your top goal is: DUPERY 4. I will log in right now and play the rest of my pay out request, after losing this I will you to close my account and never send any promo mails to me !!! 5. You can learn a lesson from "VIDEOSLOTS"or "BET365", where a pay out request will be processed within less than one hour. That is customer service !!! Hopefully my case will help other players to stay away from your casino and save money.

Hi Thomas,

This is incorrect,

We pay out players according to their player class, at the time that we paid 1000 euro your player class was higher and at the time this was promised by the VIP manager your player class was even higher than that.

Please read again the terms and conditions and understand that you confirmed you agree to those terms and conditions over the phone and when you registered an account with us.

“documentation sent for account verification needs to be renewed regularly. “

"your withdrawal request was canceled, since if a player’s account remains inactive (i.e. no bets placed etc) for a period of more than 30 days, we are entitled to deny any pending withdrawal in place.”

“Depending on the level the player reached and the activity shown within the casino the withdrawals will be limited from $150 up to $2,000 per week. Please get in touch with your personal Account manager to confirm which amount you are allowed.”

All of the above applies to your case,

Best regards,

Kim Lenny

Supernova

Hi Lenny,

in your eyes my opinion is incorrect - nothing else I did expect.

So, due to my own terms and conditions, my opinion is to close my account and stay away from casinos like yours - ther are so many reputable casinos in the net I will continue playing. On the 13th in the morning I played at "Adler Casino" and did win 990,00. I sent all my documents to them and after a few hours I got my money. Last week I made a pay out request at "Casino Club" of 1700,00 and I got it after 15 minutes in my neteller account,....so you see, that there are really good casinos I can play with.

yours

Thomas

Dear Thomas,

You received your withdraws fully and had no issue with it until we asked to renew documents which is something you agreed and clearly written in our terms and conditions.

Moreover the main issue caused becauseyour player class got lower due to inactivity on your account, which again you agreed to.

If your activity level would be with us as with other casinos you would get your winnings fully.

You have violiated more than one section in our terms and conditions and as per your reuqest your account will be closed.

Best of luck playing in other casinos and I truly believe this won't be your last complaint here because it seems that nothing that we do or other casino's customer support do for you is enough.

Best regards,

Kim Lenny

Supernova

i wonder why people still join this casino? it is a true joke

Wow Lenny,

never did read such a big joke. I received my withdraws fully????

Due to your terms, when a player  makes a withdraw request of 2000,00, he will get paid in installierst - in my case the first was 1000,00 and the remaining was credited back to my casino account. Then the player has to keep on playing, because if not,he will lose his player class- but he has to play with the remaining balance, because it is not possible to make a new withdraw request and then to deposit and the best thing in that story: if the player will not do so, the following withdraw will be capt at 150,00. And due to your silly terms a wirhdraw request will take about 10 business days, so in total about 2 weeks with weekends and a payout request for 2000,00 will take over 4 mounths.

And you tell that I broke any rules??

You can withdraw again the remaining balance but the amount that will be processed is according to your player class, due to the fact you had no activity for 30 days and your player class got lowered this is the amount that Finance has approved. Everything is wide and clear in the terms and conditions we are following them and if you had any activity you would get the entire amount rather than installments.

You wrote this, but you didin't say anything at all.

This rule "5.1.4. If player’s account remains inactive (i.e. no bets placed, etc.) for 30 or more days period, we reserve the right to deny any pending withdrawals in place" is just ridiculous. I never saw this rule in any casino.

You divide players withdrawals into small installments on purpose, so that the players play through the rest of their winnings and lost them, so that they do not broke the rule 5.1.4 that you have imposed.

If they decide to wait for the whole withdrawal to be paid out they break this ridicules rule.

In both cases casino wins.

This is simply not true and again you are twistting my words.

If the player's class is high enough to get the entire amount he will get all of his withdraw which most of our clients get  at once without any installments, if the player's class is low then he will get it in installments but he can always request to withdraw again after the first installment is being sent.

It is the player's decision if he wants to withdraw again or play with the money we leave this decision for the player.

Please bear in mind that we are talking about the lowest player class here which is minimum withdraw of $150 to $2000 per withdraw per week.

Most of our players VIP players get withdraws of up to 100k-200k per week some even higher than that.

Best regards,

Kim Lenny

Supernova

...sure, most of your players VIP players get withdraws of up to 100k-200k per week some even higher than that. Just one question: do yourself believe what you are writing ??? That´s the reason "supernova" is rated so "high" in gambling forums - even here at ltb  2 stars...

And last but not least the player´s class of a player is nowhere stated on your site, so it is absolutly intransparent and on the sole decision of the casino - an absolutly unethical business conduct, the whole casino is just a dupery !!!!

again you didnt clarify anything

It not a players decision whether to withdraw or cancel their withdrawal,since they have to be active players on your site,otherwise they will lose their player status. When they lose their status their withdrawal amount is lowered to ridiculous amount.

@schnuggi, had a limit of 1000e as far as I can see from his post, he requested a withdrawal 31 dec and you paid him 1000 e on 10 jan. Then he requested a new withdrwal for remaning 1000 e, and on 30 Jan you paid him only 150e?!!!

why you aplied that rule before one month expired

“if a player’s account remains inactive (i.e. no bets placed etc) for a period of more than 30 days, we are entitled to deny any pending withdrawal in place.”

He was inactive for over 30 day. 

Moreover the player played two days ago and lost all his money rather than requesting another withdraw that would have been processed entirely because he had activity on his account since 30th of January.

He decided to log in lose his entire balance and then come to the forum and open this threat to try to blackmail the casino, buttom line is he lost all his balance and now he is complaining about it. He could simply request another withdraw.

This will be my last post on this threat if anyone has questions you can always email support@supernova.im

The players actions and the fact that he played for the past 2-3 days and lost all his balance is indiciation that the player enjoyed and liked our casino and our customer support otherwise he would not play.

Best regards,

Kim Lenny

Supernova

Well this was exactly what you wanted and because of that you have that rule in your t&c.

good luck

@ schnuggi, can you please confirm that you played through your remaining balance and lost the money? 

Hi Melissa,

as I told to Nigel, I wanted to close that issue for myself and played my remaining balance- for me the most important thing was not my remaining balance of 850,00 but to aware other players and to show the unethical business conducts of that casino- look at all the replies of them in that complaint-they explains everything!!!Supernova is a rougue casino and should be blacklisted at ltb.

Dear Thomas,

This is an indication that your entire accusations are blank, you have played and lost your remaining balance and as last resort you came to this forum and opened this thread trying to blackmail the casino for paying you the money you have lost.

Please read again our terms and conditions before stating that you were mistreated or your account was mismanaged.

Best regards,

Kim Lenny

Supernova

Dear Kim,

"This is an indication that your entire accusations are blank..." - shame on you, I opened this case after supernova did muck me about - more than 6 weeks for paying out is a shame, my player status felt down because of inactivity ??? What a rule - I made a payout request for 2000,00, got after two weeks 1000,00 paid and after another two weeks another 150,00 - in the whole time I could not play, because if a payout request is pending, it is not possible to make a new deposit but only to reverse the payout request and keep on playing with that reversed money, so the casino is forcing a player to risk his winning - and I did play because the whole issue is frustrating me ! But you can believe one thing: Everything comes back in life, you will see....

Hi schnuggi,

Thank you for sharing this info with us and keep us updated. I'm sorry you were facing the issue with this casino and lost your money in the end. Hope you'll find some other place to play at. Please be careful next time and read carefully t&c before you deposit and play in any casino.