Superior Casino - bad experience

[Nifty29]

Hi Gang

I have been playing a little over the past few weeks at Superior Casino (Rival software). I deposited about 5 times (small amounts) without cashing out.

Anyhoo, I actually won something, so I requested a payout after transferring the cash to the sportsbook etc. The website said 24 hours, so I waited, then realised it hadnt been looked at yet, so contacted Live Help who informed me that I hadnt requested any payout, only transferred the funds to the sportsbook. OK. I actually had the confirmation sitting on the screen in front of me, but the rep said I basically didnt know what I was talking about, and they put the request through for me and said I would be paid today.....and I was paid as he promised. He was rude, but at least I got the money.

Imagine my surprise when I received less than I requested, and was told that:

There is a $15 withdrawal fee for Neteller - WTF??

Well its the first time ever I have been charged a fee for a neteller cashout - what a crock of &^%$.

The amount I cashed out was $150......and I paid a 10% premium to get it.

Well at least there is more room on my hard drive now.....

 

[tennis_balls]

yep....that's pretty stupid of them to charge a fee like that. That happens sometimes with small sportsbooks. They don't understand the casino biz so they ding you with that fee. I would guess Rival would take issue with them for that sort of petty nickel & diming.

thanks for the heads up. i was going to give them a try.

 

[mrracetrack]

I sent 4 e-mails to them... 3 to the casino... one to the sportsbook... and have NOT received any reply from them at all.

The first one was sent on Feb. 28th. Today is March 23rd.

Maybe they are backlogged...

Superior Casino... PASS!!!

 

[Superior]

Checking into this now.

 

[Nifty29]

Well I guess thats kinda promising...... but there would have to be some improvements to get me back there.

I wont post the live chat transcript until I see what remedies are put in place. I dont want to tarnish a casino's reputation if they are willing to admit errors and change the way they look after their customers.

 

[Superior]

Hi,
Can you PM me the chat transcript so I can see it?
Thanks

 

[jinnia]

I hope you are looking into why a players/potential players emails are going unanswered, Superior!?

 

[unicorn40]

I hope you are looking into why a players/potential players emails are going unanswered, Superior!?

Yes, that would be a good start also......Nothing turns you off a place more than not being answered, esp. in a timely manner.

 

[mrracetrack]

FAR FROM SUPERIOR...

Four days and counting... without a response from the Superior Casino rep...

Just like my e-mails to them... no response for...ONE MONTH and counting... BUT... I HAVE gotten "spam" from them... so I know that they CAN send an e-mail to me if they want... but obviously... THEY DON'T.

I don't see this casino/sportsbook lasting too long with the extremely poor "customer service" they have exhibited. :icon_evil

 

[kavaman]

I had the exact same problem when sending an email to them.The reason was that the email did not go to them.
I opened up a gmail account and emailed from there.
They assured me that they did not have any kind of problem recieving emails, and that it was my email that had problems but it seems that they actually have some kind of problems with their email servers, as other player emails have gone unanswered.
Use the live chat function!!

-kavaman

 

[Nifty29]

Well I did receive a few PM's from 'Superior' (didnt actually give a first name at any time )

I forwarded the live chat transcript, but they pretty much said I didnt have anything to complain about, and whilst the rep didnt say anything personally insulting, they do need some lessons in communication skills - but I agreed to leave it at that because its not worth the time arguing.

The other issue remains - the $15 (or $50 for over $500) fee for Neteller withdrawals. Superior stated that it was setup for sportsbook users, and that they would try to come to an accommodation for casino players. As of this time, nothing has changed in that regard.

I did impress upon Superior that casino players wont accept any withdrawal fees as all decent casinos dont charge one, but whether that made any impact remains to be seen.

It would have been a really big step forward to say to me something like "thankyou for the feedback and for taking the time to assist us in establishing our new casino business - here is a small token of our appreciation (or at least here is the $15 back)". Its not that I want a bonus particularly, but it would have been a symbolic gesture of goodwill and demonstrated that Superior does in fact care about its customers. Instead, I got "yes, well, we will look into this for the future and see ya round".

You draw your own conclusions.

 

[MichaelP]

Well I did receive a few PM's from 'Superior' (didnt actually give a first name at any time )

I forwarded the live chat transcript, but they pretty much said I didnt have anything to complain about, and whilst the rep didnt say anything personally insulting, they do need some lessons in communication skills - but I agreed to leave it at that because its not worth the time arguing.

The other issue remains - the $15 (or $50 for over $500) fee for Neteller withdrawals. Superior stated that it was setup for sportsbook users, and that they would try to come to an accommodation for casino players. As of this time, nothing has changed in that regard.

I did impress upon Superior that casino players wont accept any withdrawal fees as all decent casinos dont charge one, but whether that made any impact remains to be seen.

It would have been a really big step forward to say to me something like "thankyou for the feedback and for taking the time to assist us in establishing our new casino business - here is a small token of our appreciation (or at least here is the $15 back)". Its not that I want a bonus particularly, but it would have been a symbolic gesture of goodwill and demonstrated that Superior does in fact care about its customers. Instead, I got "yes, well, we will look into this for the future and see ya round".

You draw your own conclusions.

I agree, communicating to a customer is definitely important. And communicating well, clearly, and respectfully is even more important.

Fees are part of the business. Some places might not charge but never paid out, and some place are solid and do. It is a small issue unless they are charging 20,30,40% of you withdrawal in fees. Casinos and sportsbooks don't make money off these, you can blame the payment processing companies for passing these off to you. But part of the online gambling convienience is playing in your own environment (at home, work, etc) without having to take a flight to vegas, or indian casino. Now I don't know what it is in Austrailia but in the states most people don't want to travel an hour or to to the local indian gaming casino where there are no dpeosit bonuses, etc. Think long and hard about what you are complaining about. Secondly.. Neteller really doesn't look like a good options for books/casinos with their current legal issues.

Lastly, a thank you should have been said for the help. A customer should always be thanked or made to feel like their business is appreciated. I agree with that. But expecting a cash bonus seems kinda "bonus whorish" to me. Would you except $5 for helping a little old lady across the street? I wouldn't, it is you duty as a moral and honest person in life to help out your fellow mankind without EXPECTING something in return. That to me (personally) seems a little shady on your part. The point of online casinos and gaming is to have fun. Winning money is fun too but having a fun enjoyable experience is the MOST important.

 

[lojo]

Welcome Michael,

Are you a just dangerous cowboy from CR? If you are in the industry it would help me know who I might be yakkin at if it reflected in your profile. Of course if you're not a representative, it would still be nice to know if you work for a casino.

NOMB, but helping a little old lady across the street...

 

[Nifty29]

If it looks like a casino rep.....and sounds like a casino rep.....

Anyway, I take exception to being labelled a 'bonus whore' and 'shady' - the people who know me here would attest to the contrary.

It is a small issue unless they are charging 20,30,40% of you withdrawal in fees.

What rock have you been hiding under? Hands up all those who have been charged fees for a Neteller withdrawal from a reputable casino.

But expecting a cash bonus seems kinda "bonus whorish" to me. Would you except $5 for helping a little old lady across the street? I wouldn't, it is you duty as a moral and honest person in life to help out your fellow mankind without EXPECTING something in return. That to me (personally) seems a little shady on your part. The point of online casinos and gaming is to have fun. Winning money is fun too but having a fun enjoyable experience is the MOST important.

Comparing a profit-making business with a little old lady crossing the street??? I have a moral obligation to provide honest feedback to each and every casino or business that I deal with?????

Please tell me Im still asleep and this is all a dream.....

 

[MichaelP]

Welcome Michael,

Are you a just dangerous cowboy from CR? If you are in the industry it would help me know who I might be yakkin at if it reflected in your profile. Of course if you're not a representative, it would still be nice to know if you work for a casino.

NOMB, but helping a little old lady across the street...

Thank you. Not a cowboy but yes, from CR. Not affiliated with casinos, I am a sports guy. Knowing how things go first hand, I always get a chuckle about disgruntle players because 75% of the time their argument is either not legit or miniscule. I rule of thumb I learned in gaming is, always be expecting not to get the money bak you gambled. It is part of why gaming is successful. Obviously casinos wouldn't be around if they didn't make money. Now player DO win, I hve seen that. Such as 10 team parlays which have super hard odds to make. But they do win, and they should be paid. The CURRENT problem is when the PLAYERS think they hould be paid and HOW they should be paid, and when the casinos/Books CAN pay and HOW they will pay the players. Nifty, seems to want to have his cake and eat it too. Either that or he hasn't paid attention to what position the gaming industry is in, in regard to the online aspect.

I am willing to help out readers, even possibly mediate issues. But when someone automatically tries to discredit a online gaming venue I won't provide assistance. Like Ebay or some other online venue where their are disputes, I must have the whole story and a negative feedback shouldn't be left until ALL avenues of resolution have been exhausted.

I look forward to reading all your guys' posts.

If it looks like a casino rep.....and sounds like a casino rep.....

Anyway, I take exception to being labelled a 'bonus whore' and 'shady' - the people who know me here would attest to the contrary.



What rock have you been hiding under? Hands up all those who have been charged fees for a Neteller withdrawal from a reputable casino.





Comparing a profit-making business with a little old lady crossing the street??? I have a moral obligation to provide honest feedback to each and every casino or business that I deal with?????

Please tell me Im still asleep and this is all a dream.....

Nifty... you make no sense. Have you read the rules page of the casino being accused? Have to contacted customer support before opening an account to see the current payment solutions and the direction they want to go? Do they have newer forms of payment/withdrawals? What software do they use?

When you want to buy Goldman Sachs stock, do you research the trends such as cash flow, EPS, forecasts, market hold, etc? Or do you just put your money in the stock and hope the stock doesn't tank? I use this in reference to picking a place (casino) to play on the net. Research, ask questions, etc.

Now... I do empathize for you, especially not being thanked. You seem to be comparing one casino with another i.e. "this casino doesn't charge neteller fees" but that same casino may not offer other features. I myself if I ran a sportsbook or casino, I wouldn't except any Neteller and if I did I would charge fees.. why? Because when Neteller goes down, I have to cover those lost fees out of my on pocket. Now it is unfortunate for you because you yourself are not a US citizen and you are feeling the negative effects of the US law.

I will use an analogy: If you are married to a hot woman but some hotter woman comes up to you and says "leave your wife for me" and you say no because I married her. The issue essentially comes down to the fact you chose to play at a particular place maybe a good bonus, they payout fast according to forum posters, they have a certain payment methoid you like, etc. Like the old saying, "It takes two to tango". I only am supportive of casinos because there are a lot less scammers who operate the online casinos, than their are players mostly due to the fact of numbers. Now do me a huge favor and don't take any of my comments personal, I am solely expressing my opinion and view point seeing it fromt he otherside.


So, have a mod send me your issue at hand, how you think it shall be resolved, and why you think it shall be resolved that way. I would be more than happy to ask a few people around cowboy country and see if maybe we can resolve your issue. Don't whine please, keep it simple and professional and I will seriously go to bat for you. No promises but I will try. Since it is not my book/casino I really don't have the ultimate final word on any dispute. Hence why I like Sports, I know how to talk to those types of players.

I look forward to helping you out as best I can...

BTW- Wasn't Australia a Country established by priosners?

 

[lojo]

Thanks MichaelP,
Players advocates are a precious commodity, especially in times like this. A few affiliates here have gone way out of their way to help players.

It's not always popular to post what you believe is fair or right in any given situation, right or wrong. I've been called a shill and wind-up merchant and all kinds of stuff because I chose to present an unpopular (and possibly incorrect) view. Of course I was brash and maybe even offensive in the frustration of trying to get my point across. My usenet/forum history has been on adversarial issues and it takes a new mindset for me to post here.

I think the 'middle ground' insights that you and jerrylee and others who are not necessarily reps and not necessarily players can offer are valuable, they are to me anyway.

Anyway, welcome.

 

[FRENCHIE]

replying

i totally agree with what you said but on the other hand you withdraw on jan15 get email stating check sent jan26 feb12,19,26 also different dates over phone and almost 3 months later no check then told check is "coming fedex last monday should have by friday" still no check and you get frustrated and you want to vent and have anybody listen to you and your situation that you are in for some understanding what is a person suppose to do

 

[Nifty29]

Well, Michael, I was going to reply to all the points you raised.....until I read this at the bottom:

BTW- Wasn't Australia a Country established by priosners?

Quite the comedian - who's next on the racist joke list??

As I said, Im not going to enter into any discussion with you as its completely pointless, however I will challenge you to find a withdrawal method at Superior that doesnt charge any fees. If there isnt one, then it kinda blows your 'stuck-with-fees-if-neteller-goes-under' theory out of the water.

We will see how successful Superior Casino is as the only Casino I have played at that charges these fees - I gaurantee that casino players wont wear it. If they end up becoming the pinnacle of online casinos, I will gladly eat my words.

BTW Lojo - I have always respected your opinion and do in this case.Also, being adversarial is good and as long as it doesnt get personal it is an essential element of any genuine debate

 

[lojo]

Ooh, that was a nasty jab. I should have read the whole thing before replying. I don't blame you Nifty, that's two responses with slams in each. I'd bow out too.

 

[lojo]

BTW Lojo - I have always respected your opinion and do in this case.Also, being adversarial is good and as long as it doesnt get personal it is an essential element of any genuine debate

Wow, I am dense today, I just saw this part. Too much Reno on the mind (off and at 'em in just a few hours!!! Been too long since I could play when and how I wanted to. Feels like I'm off to dinner with an old flame who I know will show me a good time anyways, I digress.

I enjoy the free expression of ideas too, Nifty (danger danger free-thinker) and I'm not opposed to being enlightened. Mutate or stagnate, question authority especially your own, etc.

Best to ya

 

[MichaelP]

Well, Michael, I was going to reply to all the points you raised.....until I read this at the bottom:



Quite the comedian - who's next on the racist joke list??

Nifty... Knowing the types of players in both sports and Casino you are proving my point on why I don't work the Casino side. Many (not all as that would be a stereotype) of the casino players are for lack of better words, "Kinda pansy whiners". You see if the sports side the players complain a lot less about bonuses, etc. Casino players I have noticed complain a lot about these types of things. My theory on why Casino players complain more about bonuses, losing, etc is because their losses are virtually out of their control as it is controlled by software. Whereas sportsbetters have more control on their bet of a 50/50 chance and they are more accepting that they lost their money. So in a sense I think most casino folks tend to be subconciously bitter after a loss more than a sports player.

But in the gaming industry you can have one form of gambling and not the other i.e. sports, horses, casino, poker, etc. So you learn each one, how they function, and profile the differences.

In short Nifty, as a sports betting guy.. I was busting your balls about my australia comment. We do that in the U.S. and just a way of being sacastic, sophmoric, and silly. For you to take offense futher validates my comments about the difference of the "sensitiveness" of casino players compared to the sports players.

 

[mrracetrack]

Michael P... since you seem to have added a whole bunch of "off topic" comments to this thread... do you have any thoughts or views on the NON EXISTENT customer support that Superior offers?

What happened to the casino rep who posted only once in this thread... and never even bothered addressing the issue I brought up... and also was questioned by unicorn40 and Jinnia?

As far as I'm concerned... this is a "STAY AWAY FROM" casino.

 

[silkprint]

What happened to the casino rep who posted only once in this thread... and never even bothered addressing the issue I brought up... and also was questioned by unicorn40 and Jinnia?

No kidding .​

 

[Nifty29]

Nifty... Knowing the types of players in both sports and Casino you are proving my point on why I don't work the Casino side. Many (not all as that would be a stereotype) of the casino players are for lack of better words, "Kinda pansy whiners". You see if the sports side the players complain a lot less about bonuses, etc. Casino players I have noticed complain a lot about these types of things. My theory on why Casino players complain more about bonuses, losing, etc is because their losses are virtually out of their control as it is controlled by software. Whereas sportsbetters have more control on their bet of a 50/50 chance and they are more accepting that they lost their money. So in a sense I think most casino folks tend to be subconciously bitter after a loss more than a sports player.

But in the gaming industry you can have one form of gambling and not the other i.e. sports, horses, casino, poker, etc. So you learn each one, how they function, and profile the differences.

In short Nifty, as a sports betting guy.. I was busting your balls about my australia comment. We do that in the U.S. and just a way of being sacastic, sophmoric, and silly. For you to take offense futher validates my comments about the difference of the "sensitiveness" of casino players compared to the sports players.

Yeah....except that I DIDNT lose (it was a cashout fee issue ) and it WASNT a complaint about a bonus.

Anyone for a tangent...????

Michael P... since you seem to have added a whole bunch of "off topic" comments to this thread... do you have any thoughts or views on the NON EXISTENT customer support that Superior offers?

What happened to the casino rep who posted only once in this thread... and never even bothered addressing the issue I brought up... and also was questioned by unicorn40 and Jinnia?

As far as I'm concerned... this is a "STAY AWAY FROM" casino.

I dont think Superior is really that concerned about their casino players, and if Michael is an example of the Sportsbook way of thinking, then Im not at all surprised.

 

[3Dice]

In short Nifty, as a sports betting guy.. I was busting your balls about my australia comment. We do that in the U.S. and just a way of being sacastic, sophmoric, and silly. For you to take offense futher validates my comments about the difference of the "sensitiveness" of casino players compared to the sports players.

DEATH to all the intolerant !! :machinegu

* sarcastic, sophmoric, silly AND self-recursive !