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Complaint to SuproCasino

Discussion in 'Casino Complaints - Bonus Issues' started by ross2753, Jan 17, 2010.

    Jan 17, 2010
  1. ross2753

    ross2753 Dormant account PABnoaccred

    Occupation:
    none
    Location:
    merseyside
    Below is my email complaint to supro casino, please please share your thoughts/advice. Thanks

    ***********

    To The Manager,

    Following my telephone conversation today with John from your support team I was advised to contact you for assistance.

    If I may I will start from the beginning. My name is Ross and I like to play blackjack and roulette. I joined your casino site last night and deposited 370, I also received a 50 bonus which I did not ask for and was not expecting. I played a dozen or more games of blackjack staking around 100 a game and more if you include doubling down. I was winning and I decided to stop playing when my balance was at 1025.

    I then wanted to cash out and i assumed I would be cashing out 975 as i was not expecting to cash out the bonus. I was very shocked to learn that this was not possible and that my money was effectively tied by wagering requirements for the bonus which I did not want.

    As i see it the money i won was using the 370 i deposited, and without that i could not have achieved a gross win off 975. My stakes level also supports that. I am very surprised this is even an issue and i have never had such a problem with any other sites in the past. I think it is very unfair to bundle my deposit with the bonus and treat the whole money as bonus money and bonus winnings as this is not the case.

    Also i was told that blackjack does not count towards wager requirements anyway, therefore making it impossible for a customer that only plays blackjack to ever collect money because of this bonus issue. Surely this is not right either.

    I am very disappointed with what has transpired as I deposited my money in good faith and i do not believe that SupraCasino are acting in the spirit of fairness and the game.

    I would like to request that I be able to withdraw the 975 and should that happen i would be happy to continue to use your casino. I look forward to a positive outcome on this matter.


    Regards,

    Ross *****

    Username: *****
     
    Last edited by a moderator: Jan 19, 2010
  2. Jan 19, 2010
  3. maxd

    maxd Complaints (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    Location:
    Saltirelandia
    As it happens Supro is an 888.com property and that whole group is on our "No Can Do" List.
     

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