SuperNopea Casino - El retiro del jugador se retrasa y las ganancias son confiscadas.

The withdrawal was rejected for a fabricated reason. I managed to wager the welcome bonus and strictly followed the bonus terms (the largest bet when wagering was, for example, €0.5). I ended up putting €650 into the withdrawal and this is where it started to take days instead of the "5 minutes" promised through Trustly. I received a response by email today, telling me that I had broken the rules by playing with bets over €2. This is of course not true and this can also be seen in the game history. The winnings were removed and €20 was returned to the account. I couldn't withdraw this either, as the minimum withdrawal is €40. There are screenshots of everything and there are also video recordings of the game sessions.

I only noticed negative reviews about the casino afterwards. Now I guess I'll have to pay the tuition.

Kotiutus hylättiin tekaistulla syyllä. Onnistuin kierrättämään tervetuliaisbonuksen ja noudatin tarkasti bonusehtoja (suurin panos kierrättäessä oli esim. 0,5€). Kotiutukseen laitoin lopuilta 650€ ja tässähän alkoikin kestämään Trustlyn kautta luvatun "5 minuutin" sijaan päiviä. Sain tänään sähköpostitse vastauksen, jossa minun kerrottiin rikkoneen sääntöjä pelaamaalla yli 2€ panoksilla. Tämä ei tietenkään pidä paikkaansa ja tämä on nähtävissä myös pelihistoriasta. Voitot poistettiin ja tilille palautettiin 20€. Tätäkään ei pystynyt nostamaan, sillä minimikotiutus on 40€. Kuvakaappaukset löytyy kaikesta ja pelisessioista on myös videotallenteita.

Huomasin vasta jälkeenpäin negatiivista kirjoittelua kyseistä kasinosta. Nyt taisi tulla maksettua oppirahat.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

I'm sorry to hear about your negative experience. I checked the bonus T&Cs and found this:

18.4 Maximum allowed bet in Casino and Live Casino when having an active bonus is €5 per bet/spin, unless the bonus terms & conditions state otherwise. Larger bets or playing on games from Group C may lead to confiscation of the bonus assets, free spins and possible winnings made with bonus money.

Our position is closely explained in the Fair Gambling Codex

https://casino.guru/fair-gambling-codex-for-casinos#max-bets: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, if you feel you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is attila.g@casino.guru.

If there is any other relevant communication between you and the casino, please send it as well.

Thank you in advance for your reply.

Best regards,

Attila

Healthy,

Unable to download transaction history from the casino. The view is special...

The bonus was a first deposit welcome bonus offered by Supernopea.

Terve,

Kasinolta ei pysty lataamaan tapahtumahistoriaa. Näkymä on erikoinen...

Bonus oli Supernopean tarjoama ensimmäisen talletuksen tervetulijais -bonus.

Dear player, thank you for your response.

In order for me to properly asses the issue, could you please share your game history in a format other than forwarded screenshots? I suggest requesting the complete game history directly from the casino in Excel format. The game history should cover the whole of the relevant period: from the moment of the activation of the bonus, until the confiscation of the winnings.

Thank you in advance for your reply.

Hello ,

I sent an email to superfast casino about it. I'm waiting for their response and will see if they can provide me with the game history. Thank you.

Terve,

Laitoin supernopea kasinolle sähköpostia aiheesta. Odotan heidän vastausta ja katsotaan toimittavatko he minulle pelihistorian. Kiitos sinulle.

Hello jondura,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hi,

Thank you. Superfast Casino has not yet responded to my email regarding sending me my game history.

Moi,

Kiitos. Supernopea kasino ei ole vielä vastannut mitään sähköpostiini, koskien pelihistorian lähettämistä minulle.

Super Nopea has not responded to this email.

I manually went through the game history on the sidebar and the largest bet was €1. The bet increase happened after a €500 Gemix win, which came with a €0.5 bet.

Super Nopea ei ole vastannut tähän sähköpostiin.

Kävin itse manuaalisesti läpi pelihistoriaa sivukaupalla ja isoin panos oli 1€. Panoksen korotus tapahtui 500€ Gemix voiton jälkeen, joka oli tullut 0,5€ panoksella.

Dear jondura,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Hello jondura,

I'm Michal, and I have taken over your complaint. I have reviewed your case and will contact the casino to shed more light on this matter to see if I can help somehow.

We would like to invite SuperNopea Casino to join the conversation.

Dear SuperNopea Casino,

Could you please send us the full game log for the player for our independent assessment? We wish to review the games played, the bets made, and ascertain if and when the maximum bet limit was exceeded, as the player has been accused of this. Furthermore, if there are any other elements affecting the situation that cannot be made public, I would be grateful if you could share those, along with any evidence, directly with me at michal.k@casino.guru.

We will check this but cannot find anything based on information in this thread. Contact support chat about this.

Hi,

So you mean I haven't violated the bonus terms and you've wrongly confiscated the funds? @SuperNopea Casino

I have sent you an email at support@supernopea.com

Here is a screenshot from my gaming account regarding the withdrawal on March 15th. I took the screenshot from my account a moment ago. You will surely have the gaming history from the time of the "welcome" bonus in question. Could you please show me where I allegedly played with a stake of more than €2? You can also send us the gaming history as an excel file, for example.

Thanks!

Moi,

Tarkoitatteko siis, etten ole rikkonut bonusehtoja ja olette takavarikoineet varat virheellisesti? @SuperNopea Casino

Sähköpostia olen laittanut teille osoitteeseen support@supernopea.com

Tässä vielä kuvakaappaus pelitililtäni liittyen 15.3. kotiutukseen. Kuvakaappauksen otin hetki sitten tililtäni. Teiltä varmasti löytyy pelihistoria kyseisen "tervetuloa" -bonuksen ajalta. Voisitteko ystävällisesti osoittaa, että missä kohtaa pelasin väitetysti yli 2€ panoksella? Voitte lähettää esimerkiksi excel -tiedostona pelihistorian myös meille.

Kiitos!

We did have a look at this case and indeed max bet rule was not broken (it was an error and wrong email was sent).

However, customer broke bonus rules by playing Progressive Jackpot slots (Gonzo's Quest Megaways and Judgement Day Megaways) with active bonus which is not allowed as per our T&C (parts 18.2 and 18.3).

"18.2 All bonuses, free spins, free bets or other offers that has been marketed via affiliates, email, text message or through other channels, needs to be wagered in games in Group A. It is not permitted to play on Group B or C while having an active bonus. Wagering on Group B or C may lead to confiscation of bonus money and winnings generated from bonus.

Group A – Slots, Video slots, Scratch Cards = 100%

Group B - Live Roulette, Live Blackjack = 0%

Group C - All other slots (mentioned in part 18.3), table games, all video pokers, Live Casino, all progressive jackpot games = 0%."

It is clearly mentioned in part 18.2 and also end of part 18.3 list of slots which are not allowed no play with an active bonus.

We are sorry about the confusion caused by wrong email, but unfortunately rules were still broken and we have decided to confiscate the winnings. 

Hi,

Thanks for the reply. Do you often make similar mistakes? I was just wondering if it's possible that players can make a mistake and should this be dealt with harshly as a rule violation?

The rules you set are very open to interpretation. It's like writing that we may or may not pay out player withdrawals. Yes or no. "Wagering on Group B or C games may result in the forfeiture of bonus money and winnings from the bonus." I understand that these rules should be written exactly like this, so it's easy to ensure that the house always wins.

The games you mentioned can be found in the "megaways" games section. Is this true? The rules do not prohibit playing the megaways games in question. This is misleading the player because you do not have a clear written list of prohibited games. So the house can decide which games are prohibited and which are not.

Copied text of the rules of your taste from your website and the list of games:

"Group B - Live Casino = 0%

Group C - All Other Table Games, All Video Poker, 1429 Uncharted Seas, 5 Families, Beavis and Butthead, Big Bad Wolf, Big Bad Wolf Christmas Edition, Blood Suckers, Blood Suckers 2, Bonanza, Book of 99, Book of Gods, Book of the Fallen, Butterfly Staxx, Butterfly Staxx 2, Cash Ultimate, Champions of Rome, Coins of Egypt, Cosmic Fortune, Dark Vortex, Dazzle Me, Dead or Alive, Dead or Alive 2, Double Dragons, Drive: Multiplayer Mayhem, Eggomatic, Epic Joker, Erik the Red, Finn and the Swirly Spin, Finn's Golden Tavern, Flowers, Fruit Warp, Guns N Roses, Hellcatraz, Hotline, Jack and the Beanstalk, Jack Hammer, Jack Hammer 2, Jackpot Raiders, Jimi Hendrix, Jokerizer, Jungle Spirit: Call of the Wild, Kings of Chicago, Koi Princess, Lucky Fridays, Marching Legions, Midas Golden Touch, Money Train, Money Train 2, Money Train 3, Money Train 4, Motörhead, Neon Staxx, Pearls of India, Piggy Riches, Pink Elephants Trinity, Primal Megaways, Razor Shark, Reel Rush, Reel Rush 2, Return of the Dead, Robin Hood: Shifting Riches, Secret of the Stones, Secrets of Christmas, Serengeti Kings, Solar King, Solar Queen, Solar Temple, Spacewars, Spinata Grande, Steam Tower, Street Fighter II, Terminator 2, The Invisible Man, The Wish Master, Thunderstruck, Thunderstruck 2, Thunderstruck Wild, Vikings Video Slot, White Rabbit, Wild Swarm, Wild Swarm 2, Wild Water, Wilderland, Wilhelm Tell, Wizard Shop and all progressive jackpot games".

Did I win any bigger jackpots on these games? Did playing these games make it easier for me to wager the bonus? How much did I bet on these games in relation to the wagering amount?

Could you please provide Casino Guru with your game history as an excel file?

If I didn't get any benefit from the games in question, I would consider that the rule: " may lead to the confiscation of bonus money and winnings from bonuses" - has been used disproportionately strongly this time. At least there is no concept of right and wrong here. Apparently the casino is also allowed to make mistakes. Do all casinos operate like this?

Thanks.

Moi,

Kiitos vastauksesta. Teettekö usein vastaavia virheitä? Mietin vaan, että onko mahdollista, että pelaajat voivat tehdä virheen ja tulisiko tätä käsitellä kovalla kädellä sääntöjen rikkomisena?

Teidän asettamat säännöt ovat hyvin tulkinnanvaraisia. Sama kuin kirjoittaisi, että saatamme maksaa pelaajan kotiutukset tai jättää maksamatta. Kyllä tai ei. "Ryhmän B tai C peleissä kierrättäminen voi johtaa bonusrahan ja bonuksesta saatujen voittojen takavarikointiin." Ymmärrän kyllä, että nämä säännöt kannattaa kirjoittaa juurikin näin, niin on helppo varmistaa, että talo voittaa aina.

Kyseiset mainitsemanne pelit löytyvät "megaways" -pelien osastolta. Pitääkö paikkaansa? Säännöissä ei kielletä kyseisten megaways pelien pelaamista. Tässä johdetaan pelaajaa harhaan, koska teillä ei ole kirjoitettuna selkeää kiellettyjen pelien listaa. Talo voi siis päättää, että mitkä pelit ovat kiellettyjä ja mitkä eivät.

Kopiotu teksti maitsemistanne säännöistä sivustoltanne ja pelien listaus:

"Ryhmä B - Live Casino = 0%

Ryhmä C – Kaikki muut pöytäpelit, kaikki videopokerit, 1429 Uncharted Seas, 5 Families, Beavis and Butthead, Big Bad Wolf, Big Bad Wolf Christmas Edition, Blood Suckers, Blood Suckers 2, Bonanza, Book of 99, Book of Gods, Book of the Fallen, Butterfly Staxx, Butterfly Staxx 2, Cash Ultimate, Champions of Rome, Coins of Egypt, Cosmic Fortune, Dark Vortex, Dazzle Me, Dead or Alive, Dead or Alive 2, Double Dragons, Drive: Multiplayer Mayhem, Eggomatic, Epic Joker, Erik the Red, Finn and the Swirly Spin, Finn's Golden Tavern, Flowers, Fruit Warp, Guns N Roses, Hellcatraz, Hotline, Jack and the Beanstalk, Jack Hammer, Jack Hammer 2, Jackpot Raiders, Jimi Hendrix, Jokerizer, Jungle Spirit: Call of the Wild, Kings of Chicago, Koi Princess, Lucky Fridays, Marching Legions, Midas Golden Touch, Money Train, Money Train 2, Money Train 3, Money Train 4, Motörhead, Neon Staxx, Pearls of India, Piggy Riches, Pink Elephants Trinity, Primal Megaways, Razor Shark, Reel Rush, Reel Rush 2, Return of the Dead, Robin Hood: Shifting Riches, Secret of the Stones, Secrets of Christmas, Serengeti Kings, Solar King, Solar Queen, Solar Temple, Spacewars, Spinata Grande, Steam Tower, Street Fighter II, Terminator 2, The Invisible Man, The Wish Master, Thunderstruck, Thunderstruck 2, Thunderstruck Wild, Vikings Video Slot, White Rabbit, Wild Swarm, Wild Swarm 2, Wild Water, Wilderland, Wilhelm Tell, Wizard Shop ja kaikki progressiiviset jackpot-pelit".

Voitinko kyseisistä peleistä edes mitään isompaa pottia? Vaikuttiko näiden pelien pelaaminen siten, että minulla oli helpompaa kierrättää bonus läpi? Paljonko panostin kyseisiin peleihin suhteessa kierrätettävään summaan?

Voisitteko toimittaa pelihistorian Casino Gurulle excel -tiedostona?

Mikäli en saanut kyseisistä peleistä mitään hyötyä, niin katsoisin, että sääntöä: "voi johtaa bonusrahan ja bonuksista saatujen voittojen takavarikointiin" -on tällä kertaa käytetty suhteettoman voimakkaasti. Ei tässä ainakaan ole minkäänlaista käsitystä oikeasta ja väärästä. Kasino saa ilmeisesti tehdä myös virheitä. Toimivatko kaikki casinot näin?

Kiitos.

Dear SuperNopea Casino,

Thank you for your response and for clarifying the reason for your action.

While I acknowledge the rules 18.2 and 18.3 are mentioned in your terms and conditions, however, at Casino Guru, we do not assess cases solely based on a strict interpretation of the rules. We also take into account principles of fairness, transparency, and reasonable casino practices. We strongly believe that bonus-related restrictions should ideally be enforced at the software level or, at the very least, clearly and explicitly communicated to the players beforehand.

While we understand that, in general, it is the responsibility of each player to thoroughly read and understand the terms and conditions of the bonus prior to claiming it and to comply with these guidelines, however, relying solely on players to read, memorise, and comply with, at times, quite a long list of possible restrictions is far from a user-friendly or effective solution. In our mission to promote a safe and fair gambling environment for both players and operators, we do not consider it fair to confiscate winnings when a player unintentionally violates rules that are, in a lot of top casinos, already enforced automatically at the software level.

If the games were freely accessible to the player without circumventing any restrictions, no pop-up warnings, in-game notifications, account messages, or similar alerts were displayed to the player to inform them that playing such games is not allowed with an active bonus, or it might result in confiscation of their winnings, then such confiscation does not appear to align with fair practices. Even by engaging with those games, the player does not appear to have obtained any unfair advantage at this stage.

Moreover, it seems the rule being applied is one we have previously identified as potentially problematic in terms of fairness.

With all this in mind, and considering the player’s response, which highlights several valid points, I would kindly invite you to take another look at the case. I believe that, working together, we can find a balanced and mutually acceptable way to resolve this matter in a fair and transparent manner.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Casino Guru,

Thank you for your reply and for sharing your perspective on this matter.

While we understand your position regarding user-friendliness and the preference for software-level enforcement, we would like to clarify our stance. At SuperNopea Casino, we strive to be as transparent as possible. Our Terms and Conditions, specifically rules 18.2 and 18.3, explicitly state which games are not permitted when playing with an active bonus. Players are informed and accepts these terms prior to claiming any offer.

Regarding the technical aspect you mentioned, we want to be fully transparent: our current system architecture does not support the automatic blocking or flagging of restricted games, nor does it support in-game pop-up warnings when an active bonus is in use. Precisely because of this technical limitation, we have ensured that the list of restricted games is clearly and comprehensively outlined in our T&Cs.

When a player actively accepts a bonus, they also accept the responsibility to adhere to the guidelines attached to it. Applying these rules consistently is a matter of fairness to the vast majority of our players who do read and follow the terms. Overlooking a violation of these terms for one player, whether the breach was intentional or unintentional, would be unfair to those who complied with the restrictions.

Therefore, based on the fact that the player agreed to our clearly stated Terms and Conditions, our decision to confiscate the winnings stands.

Thank you for your understanding.

Best regards,

SuperNopea Casino

@SuperFast Casino

Yes, I read the terms of use. I did not play games that are specifically mentioned on the list. The damage occurred as I explained earlier, your Megaways games list contained prohibited games. Your browser / website click history would certainly be able to verify this fact that I opened the games in question through this. Megaways games are not prohibited in your terms of use.

99% of the casinos I play at get a message that a certain game cannot be played with a bonus balance. How is it possible in this day and age that you cannot use this feature? If that is indeed the case, you could create a separate section on the site that lists the games allowed when playing with bonus funds. Yes, this solution is also used and it is much safer for players than your current site and "transparent" rules.

If you wanted to be kind and transparent to Finnish casino players, you could simply remove the dispute as the sum of the winnings from these two megaways games. If I remember correctly, those games mostly consumed the balance. If there were any winnings, however, then void them and pay out the rest of the money. Easy solution.

I still maintain that you are using your rules disproportionately, which can easily be interpreted in the casino's favor. It must also be remembered that you first confiscated my money for the wrong reason and there was no willingness to provide evidence. Have you provided the gaming history to Casino Guru, as I have repeatedly requested?

Thanks for the answers.

@SuperNopea Casino

Kyllä, luin käyttöehdot läpi. En pelannut pelejä, jotka ovat erikseen mainittu listalla. Vahinko sattui kuten aikaisemmin selitinkin, teidän Megaways pelien listalta löytyi kiellettyjä pelejä. Selaimen / sivustonne klikkaushistoriasta varmasti pystyisi todentamaan myös tämän seikan, että tätä kautta avasin kyseiset pelit. Megaways pelit eivät ole kielletty käyttäjäehdoissanne.

99% pelaamillani kasinoilla tulee ilmoitus, että tiettyä peliä ei voi pelata bonus saldolla. Miten voi olla nykyaikana mahdollista, ettei teille voi saada tätä ominaisuutta käyttöön? Jos asia on todellakin näin, niin te voisitte tehdä sivustolle erikseen osion, jossa on bonusvaroilla pelatessa sallitut pelit. Kyllä, tätäkin ratkaisua käytetään ja sekin on paljon turvallisempi pelaajien kannalta, kuin teidän nykyinen sivusto ja "läpinäkyvät" säännöt.

Mikäli haluaisitte olla hyväntahtoisia ja läpinäkyviä suomalaisille kasinopelaajille, niin voisitte yksinkertaisesti poistaa kiistan olevana summasta näistä kahdesta megaways pelistä kertyneet voitot. Jos muistan oikein, niin kyseiset pelit lähinnä kuluttivat saldoa. Jos jotain voittoja kuitenkin tuli, niin mitätöikää ne ja maksakaa loput rahoista. Helppo ratkaisu.

Pysyn edelleen kannassani, että käytätte suhteettoman voimakkaasti sääntöjänne, joita voidaan helposti tulkita kasinon hyväksi. Pitää myös muistaa, että ensin takavarikoitte rahani väärällä syyllä ja mitään halukkuutta todisteiden esittämiseen ei ollut. Oletteko toimittaneet pelihistorian Casino Gurulle, kuten olen toistuvasti pyytänyt?

Kiitos vastauksista.

Dear SuperNopea Casino,

Thank you for your response.

I acknowledge that casinos may operate on different software platforms. However, many operators using similar systems have been able to implement appropriate safeguards or communicate any bonus-related restrictions to players in a clear and transparent manner.

As part of our efforts to promote a more transparent, fair, and secure gaming environment for both players and operators, we strongly encourage the implementation of such measures. In this case, as also noted by the player, the situation could have been handled more effectively with clearer communication, and the overall context should be carefully considered.

With this in mind, I kindly invite you to review the matter once again and join me in seeking a mutually acceptable resolution for both parties.

Should you decide to maintain your current position, I will, of course, respect that. However, in such a case, the complaint would need to be closed as Unresolved – Against fair gambling, which may have an impact on your safety index rating and how your practices are perceived by players.

This is certainly not an outcome I would like to see, and I remain hopeful that we can reach a reasonable and mutually acceptable resolution.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear jondura,

Unfortunately, I have not received any further response from the casino team, and it appears they are not willing to reconsider the case and remain firm in their original decision.

While I acknowledge that rules 18.2 and 18.3 are set out in the casinos Terms and Conditions and that, as a general principle, it is the player’s responsibility to review and understand bonus terms prior to participation, the practical application of these rules must also be considered.

In particular, if the games in question were fully accessible to players without any restrictions being enforced at a technical level, and no pop-up warnings, in-game notifications, account messages, or similar alerts were provided to clearly indicate that such gameplay was not permitted under an active bonus—or that it could lead to confiscation of winnings—then the enforcement of such penalties may raise concerns from a fairness and transparency perspective.

As per our Fair Gambling Codex: Our Views on Problematic Areas

we don't consider the casinos actions as fair in this instance. In most other top casinos, they would likely choose a more considerate and user-friendly approach.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react and handles the matter appropriately, we will reopen the complaint, and you will be notified by email.

In the meantime, if you wish to escalate your complaint, you can file a complaint with the EADR Ltd. The approved ADR entity for SuperNopea Casino.

I can fill out the Online Dispute Form here: Submit Your Dispute Online | European Alternative Dispute Resolution

Additionally you can file a complaint with the Malta Gaming Authority (MGA) here: Lodge a Complaint - Malta Gaming Authority

You might find our How to submit a complaint to a regulator | Casino Guru helpful.

Please let me know how they responded at michal.k@casino.guru.

I am sorry I could not be of more help on this occasion.

Should you encounter any issues with this or any other casino in the future, please feel free to reach out to us, and we will try our best to help.

Best regards,

Michal

Casino Guru