BoVegas, Golden Lion, Supernova, Eclipse Casino, Cherry Gold, Free Spin Casino, Exclusive Casino, Two-Up Casino Support and Complaints Thread

---UPDATE---

For your information, I had the opportunity to speak with more than ten casino managers from the RTG network (the best ones) today. They have all confirmed that my account is in good standing within the RTG network and that I am considered one of the best and most loyal players. I am willing to share this information as needed.

In light of this, I kindly request you to refrain from making any allegations about my account and instead proceed to reinstate my account, if necessary, and process my cashout.

Please be advised that if my account is not reinstated and my cashout request is not processed promptly, I will not hesitate to take any necessary legal action to protect my rights as a player.

Thank you for your understanding and cooperation. I look forward to a swift resolution of this matter.

Hello mazzica, 

Thank you for the update on your situation. We understand how frustrating this must be for you, and we want to assure you that we are taking your concerns seriously. We have begun investigating your case with the casino representative and are seeking proof to support their accusations. Rest assured that we will carefully review all the evidence and make a fair and unbiased decision based on the facts.

In the meantime, we want to offer our support to you. If you have any additional proof or documents that can help defend your case, please feel free to send them to us via private message. 

Once again, thank you for bringing this to our attention, and we will be in touch as soon as we have an update on your case.

Hello mazzica, 

We have received your screenshot proof via private message and will further analyze ourselves. Keep posted on this forum thread for further developments. 

Hello mazzica, 

We received information from Casino Rep that they received the necessary evidence that in your case a chargeback was detected using the Rival platform. Knowing this, we will consider the appeal unfounded and mark this case as Resolved.

Thank you for understanding.

Hello Berks, would you mind to share this information in private with me? 

Hello mazzica, 

We are sorry, but we are unable to share the confidential information we received from the Casino. All the evidence was reviewed and it was determined that a violation had occurred, so based on and after complete analysis, we decided to close the complaint and mark it as resolved.

I would also like to extend my gratitude to Berks for their assistance and support in addressing this issue. Your help is greatly appreciated.
However I am writing to express my concerns and request proof regarding the claims that have been made about my account. I have already asked for evidence to substantiate these claims, but nothing has been provided thus far. I would like to clarify a few points:

• I was addressed as a female, but I am a male. This indicates that there may be some confusion or errors in the information you have.
• Initially, the issue was attributed to the RTG network, but now it's being linked to the RIVAL network. This inconsistency raises questions about the validity of the claims.

I am confident that I have never engaged in the activities mentioned, and I believe that there may be an error or misunderstanding in this case. In order to double-check everything on my end and ensure that my account is secure, I kindly request the casino to provide proof supporting their claims.

Thank you in advance for your time and attention to addressing this issue. I appreciate your cooperation and look forward to resolving this matter promptly.
 

Please note that the information from the software provider side cannot be shared with clients due to Privacy Policy outlined in SLA agreement in between Us as a Company and Them as a service provider. However, we are still looking forward for BTC wallet to be provided so we can return the deposited funds of yours.

This complaint is regarding the locking of my account with Supernova Casino and resulting non-payment of significant jackpot winnings.  Let me try to briefly summarize the chain of important events.  On August 23rd I was lucky enough to hit the Money Magic progressive jackpot for $149K, giving me a total account balance of $162K.  On the deposit I made prior to hitting the jackpot, I did receive a no-max cashout bonus, for which I completed the required wagering on allowed games before switching to playing the progressive.  At that point, I started to make what I expected to be the first of many $2K withdrawals to claim my winnings.  Despite the fact that by the third installment they were starting to go over their standard payment time frame and had cut my maximum payments to $1K each, by October 13th I had received a total of $6K back.  So as far as the casino was concerned, up to that point I had not done anything to violate their T&Cs and was entitled to receive my winnings.  

Nevertheless, on October 11th I first noticed that my account had been locked.  I immediately contacted one of their VIP account managers who informed me that this action was taken by the software provider (Rival) and that I needed to be patient while they worked to get the situation resolved.  I’m assuming this had to do with something that was flagged by Rival during an audit of my wagering leading up to the jackpot win.  I followed up later with one of the casino’s customer service agents, who said in a chat on October 13th: “As I have double checked on your account, there is no evidence of any issues concerning the withdrawal of your jackpot winnings.  I was assured that you would be contacted as soon as we find out the reason for account closure and fix it. No worries, we are working on this issue. Thank you for your understanding!”  So given these assurances, I did exactly what they advised and patiently waited while they worked on it.  After three weeks, however, there had been no progress at all and my patience had begun to run out.  I sent out emails requesting assistance to the Finance department, my VIP manager contact and the AffilatesLeague rep here, but after several days all of them went unanswered.  I can only conclude now that they have no intention of letting me access my account or withdraw any more of my balance.

Even if, as they stated, this action was taken solely by Rival Software, that doesn’t excuse the casino’s lack of communication about where things stand with my case.  What have I done that has warranted this action?  I guess they were just hoping that I would go away and not ask any more questions about my jackpot winnings.  It should be noted that during my time as a player there I had deposited well in excess of all the withdrawals I received.  Even the most punitive casinos out there will at least return the player’s deposits when winnings are voided for whatever reason, but they have not even reached out to do that.  

All in all, this has been quite frustrating and I’m hoping that by posting here I can receive some assistance with my case and inform other players of what has occurred.  I will be providing my casino account information to the moderators so they can follow up.  Of course I’m happy to provide any other information as well should they need it.  Thanks for reading.

Representing all thats casinos isn't easy i guess, after all thats complaints. However, i have some funds on account in Supernova. But withdrawing isnt available, because i didn't deposit so far. Supernova casino is still blacklisted on many casino reviewers sites, due to their  "not paying for no deposit" politics 😞 . So i wondering in case to deposit, its not will be dropped money? 

Hello ActionMarc,

Thank you for exporting your concerns and issues with us. Really sorry that you need to fight with this kind of problem. We will notify Casino Rep in order to check your account and hopefully provide us with the clarification.

Keep you posted for any updates.

Thanks, Berks.  Any assistance you can provide is much appreciated.

Hello ActionMarc,

Once we get any feedback we will let you know.

Keep you posted.

Hello Moderators,

I had planned to just sit back and wait for things to play out with my case, but it has been almost three weeks now with nothing reported. I realize this is not your run-of-the-mill complaint given the amount of contested money involved so it could understandably take more time to resolve. Without having to share any details, can you just tell me at this point if there have been any productive communications with the other parties involved about my case? Is there good reason to hope that giving this more time may result in some resolution?

Thanks.

Hello ActionMarc,

Sorry for the delay but unfortunately haven't received any response from their side. We will send them a reminder in hopes that we can get a clarification.

Thank you for your patience and understanding.

Keep you posted.

Hello Forum,

As it was mentioned by ActionMarc his account was closed by Software Provider (Rival) and we are still waiting for their decision Regarding the account status. We've already sent request to Rival and are waiting on the details on this matter in order to assist with it. Meanwhile we've already sent the screenshots from the customer account where you can see the current status and that it was not closed by us.

Hello AffiliatesLeague,

Thank you for providing some clarification on my case. Correct me if I’m wrong, but from what you indicated, the casino’s position hasn’t changed from what I was told previously that I’m still entitled to receive my jackpot winnings. You’re saying further that this is an action completely taken by Rival Software and that your hands are tied until you hear more from them.

If this is accurate, then it seems to me that this case has to be taken up directly with Rival representatives to achieve any real progress. Otherwise, this could go on indefinitely with the casino blaming Rival and nothing getting done. I’ll remind everyone that this jackpot was hit over 3 months ago and that should have been more than enough time for the software provider to do any thorough audits of my win.

Moderators, if you have anything to add about where this needs to go next, I’d love to hear your thoughts.

Hello ActionMarc,

We can confirm that we have received proof from the Casino that your account has been found suspicious and that it has been flagged as fraudulent on the Rival platform. With that being said you can file a complaint directly to Rival. Unfortunately there is no other  way to help you with this matter.

Hope this will help.

Thank you for understanding and patience.

I'd like to report some good news with my case.  In light of the fact that Rival is refusing to allow reopening of my account, Supernova Casino has reached out to me offering an alternative means to let me withdraw my winnings.  I will be taking them up on their offer and hopefully this will lead to a satisfactory resolution of my complaint.  I want to thank Berks for his efforts in moving things along, as well as the casino for not giving up on this.  I'll be keeping this thread posted on how things proceed.

For the record, I also want to object to Rival platform's labeling me as a fraudulent player.  I've never engaged in any of the classic definitions of fraudulent activity such as charging back, using fake identities or multiple accounts, etc.  Maybe they weren't happy with my use of deposit bonuses (fully within the casino's T&Cs) in achieving my jackpot win, but we'll probably never learn what they based their decision on.

Hello ActionMarc,

We are so happy to hear that you get what you deserved. Hope that this case will be done as soon as possible.

Thank you for your patience Marc! 

Just to update my case with Supernova Casino, I can confirm that my balance was successfully transferred last week to a new account with one of their sister casinos and I was able to submit my first withdrawal.  I was also pleased to see that they had restored the standard withdrawal limit of $2000 per transaction.  This means that it will take a little over two years to pay out my current balance of $154K, assuming that each payment is made within their standard time frame of 7 business days.

Not to sound too negative this early on, but I’m hoping that this time my withdrawal limit is not cut or my payment times extended, as previously occurred before my account was locked by Rival Software.  Such actions would effectively add years to my total time to be paid.  Again, I really applaud the casino for stepping up and doing the right thing in this case, and so it would be a shame if the good PR they earned here is somehow diminished.  Previously, in justifying their actions, they had cited this language from the withdrawal section of their T&Cs:  “Supernova Casino reserves the right to send out the player’s winnings in installments. Installment amount is calculated in accordance to the player’s class. Player class is generally determined by depositing or the gaming activity of the player.”  Keep in mind, I was a VIP class player when I hit the jackpot.  My player class shouldn’t then be downgraded and payment times extended merely because I want to withdraw significant winnings from the network jackpot pool.  I hope the moderators agree with me on that point.

Hello ActionMarc,

We are very glad to have you paid in a sister brand. Unfortunately, we cannot influence what kind of payment rules will be established in the Casino, but we hope that you will be paid in a much shorter time interval. As a VIP player you should be treated accordingly.

Thank you for understanding. Wish you luck with the withdrawal process and crossing fingers.

Hello ActionMarc,

Any update?

Hi Anchi,

Thank you for asking.  The latest update is that I received my first payment this week within the 7 business days time frame.  Unfortunately, they also cut my payments back to $1000 each again.  So they've now just added another two years to my paid-in-full timeline, which is disappointing to say the least.

If the casino management is following this thread, I would strongly encourage them to reconsider restoring my payments back to the standard amount.  Players understand that the winnings from these progressives come from a network pool and not the casino's own reserves, so this would be one of the least justifiable cases for slowing of payments.  For a casino group that is just coming off LCB's blacklist and subsequent probation, this action is not going to be helpful in restoring trust with the player community.

Hello ActionMarc,

We think the casino is aware of and is monitoring these kinds of public posts, which are complaints about their establishment. As Berks mentioned, sadly, we have no control over the payment policies set by the casino; however, we do hope that you will receive your money much more quickly!

We will consider this complaint Resolved, and keep monitoring the process. Keep us updated.

There has been a positive change with my case I would like to report.  Although my payments remain at $1000 each, Supernova Casino has promised that they will be processing 1 per week, which they have done for the last two weeks.  Assuming that they don't cut my payment amounts again, that would now mean I would be paid-in-full within three years.  It's not the two year timeline I was hoping for, but it's certainly an improvement over the uncertain situation I had been facing.

Hello ActionMarc,

Thanks a lot for informing us! This is good news.

Enjoy your winnings!