Casino Superlines - The operator allows you to deposit and play during this period for which your account would be suspended

I have not received an answer

Hi welat111 - welcome to ThePOGG.com!

Secondly - Casino Superlines are part of the Equinox Dynamic N.V. group. This group are highly likely to be associated with the Game Tech Group N.V. who are one of the most widely Blacklisted groups in operation today and are Blacklisted here. Due to this they are routinely non-responsive to complaints posted at this site.

I'd strongly encourage you to disengage from any future play with this operator!

We will attempt to contact the operator to discuss this issue, but you need to understand from the outset that this group of operators are routinely non-responsive to this service and the chances of us being able to help you are very low.

If you could forward on all communication you've had with this operator surrounding this issue to [email protected] it would be appreciated.

Finally, given your clear gambling issues I would strongly encourage you to install a filtering system on all of your internet capable devices that will prevent you accessing online gambling operators. You can find more information about this type of service in our Responsible Gambling page.

Thanks,

ThePOGG

I have sent all the documents that you have left. wondering if there are new updates

Hi welat111,

So far we have not received any response from the operator about your issue.

However, having reviewed the chat transcripts you forwarded on, I cannot see where you informed the operator at 08:10 that you have a gambling problem. You asked if you had another account and the Live Chat operator asked you to stop playing while they resolved a bonus issue. I do not see anything that would have explicitly indicated that you were struggling to control your gambling.

I'll continue to chase the operator, but unless there is a clearer statement that you were unable to control your gambling it's highly unlikely we can do anything to help you even if the operator does respond.

Thanks,

ThePOGG

Hi . If you check the chat between me and Jeremy on Thursday, you'll see that I've mentioned several times that I've had and still have gambling problems. He had asked if he would close my game account, and I said you would have done this a few hours ago. I can send the chat again if you have not received it, there are several pages. The problem I came in the following day and the account was not blocked, and this made me play for more money. I have notified the licensor about this, but it seems that they do not care about this.

I have said a few times that I have this problem and he should check with his manager if he can pay back a bit and close the account, but he never closed the account.

Hi welat111,

From what I can determine from your chats you were contacting support AFTER you'd lost €53k. This is the first point where you mention you have a gambling problem. Even with cooperative operators we can't help you with losses that occurred before you made clear to the operator that you have a problem.

Thanks,

ThePOGG

Hi .

What makes me most disappointed is. what I had played on Friday, 2017-12-08, that is the day after I announced that I have gambling problems and I can not stop because I played for 38k euros that day. If they repay my deposits that I had done on Friday then I'm happy. That's what I've tried and say they've made mistakes when they did not block my account. I know they will never refund and repay previous deposits that I had done on Thursday. But deposits I've done in friday. Those are the ones I want them to repay.

Thanks,

Hi welat111,

We are having some limited success in communicating with this specific group of operator right now. Unfortunately this is based on the good will of a single casino rep and they do not have the final say on all issues. In your case, as the contested balance is so significant, La Fiesta management do not want to discuss the issue.

My opinion on your claim would be that funds lost before the chat with Jeremy where you made clear you had a gambling problem would likely not be contestable. Funds lost after this point may be contestable.

I'm going to provide the same opinion to the operator and maybe something will come back. But I doubt this will make any difference.

Given the nature and degree of your issue I do want to make another offer though. At the beginning of February we will be launching a new free tool for players intended to help them control their online gambling. This tool will allow you to restrict from accessing thousands of online gambling sites for a variety of different lengths of time by stopping your device from being able to visit online gambling sites. If you'd be interested in beta testing this tool for us I would be happy to provide it to you as soon as it's finished. If you are interested let me know the devices and platforms you require (i.e. laptop/Windows, mobile/Android etc).

ThePOGG

Hej . Det är det som jag har försökt med hela vägen . att den summan som jag har spelat dagen efter jag hade meddelat [EDIT] om mitt spelproblem att få tillbaka, eftersom mitt konto skulle dem hade stängt den då . Samt jag mycket intresserad om verktiget som du hanvisar till . och vill gärna få hjälp den detta, jag behöver båda till Windows och Apple tack [EDIT]

Hi . That's what I've tried all the way. that the sum I played the day after I had notified [EDIT] of my game problem getting back, because my account would have closed them then. As well as I am very interested in the tool you design. and would like to help you with this, I need both for Windows and Apple thanks [EDIT]

Hi welat111,

I've passed my view of the case on to the operator. At this stage that's all I can do on this front.

Thank you for your interest in the tool. It is going to take another few weeks to complete (will be before the end of January) but I'll let you know as soon as it is ready.

ThePOGG

Hi . I have received this message from the licensor and wonder what they mean.

((Dear Sir,

We have reviewed all the material you have sent including the chats and your appeal to the boards. As we take responsible gaming very seriously we wanted to make sure you have included everything for us to make a discussion with our licensee. We have reviewed their T&C’s concerning Responsible Gaming ))

Hi welat111,

They appear to simply be asking if you've passed on all information you want them to consider.

Thanks,

ThePOGG

Hi . Here comes the whole message, and I wonder if you can help answer them. n

greetings

((Dear Sir,

We have reviewed all the material you have sent including the chats and your appeal to the boards. As we take responsible gaming very seriously we wanted to make sure you have included everything for us to make a discussion with our licensee. We have reviewed their T&C’s concerning Responsible Gaming

17.2. To use our self-exclusion option please call us or send an email to with details of the account you wish to exclude and the period that you wish the self-exclusion to apply. If a specific period is not given, we will exclude you for the minimum duration.

To this we ask if you could provide the email that was sent to Casinosuperlines requesting you be excluded on the basis of a gambling problem. In review of the chats you ask what their policy is regarding problem gambling and make some statements concerning this, but we do not see where you asked to be excluded or have your account locked. The chat you keep referring to with Paul when you claim he said “stop betting” was only a reference to help you with the issue of having your account updated. In reading the words or context we do not see where you requested to be locked out or excluded. If you have additional e mails or taped conversation where you contact them by phone please provide. We look forward to hearing back from you.))

Hi welat111,

The first question you should ask the regulator is where can their Responsible Gaming guideline0s be found? To my knowledge these are not published anywhere that players can see them.

I would then point them to your conversation with Jeremy. Specifically where you ask him to confirm how much you've played and he responds "I show that you deposited €53,000.00". Immediately after this you make explicitly clear via your statements and emotional state that you are suffering from a gambling addiction. Whether or not you specifically requested your account be closed or not at this point is irrelevant - a responsible operator should have taken immediate action seeing a player in this state.

Thanks,

ThePOGG

Hello again .

As it seems, the licensor will never get rid of it. As I understand the superline customer service. So the decision is clear but they do not matter. and I wonder if they leave a negative answer, what more can be done. as well as any authority that can check this with the licensor, or it's only final decisions.

Thanks

Hi welat111,

Unfortunately there's nothing else we can recommend. The operator won't discuss the issue with us and the only authority they are answerable to is the licensor you've already spoken to.

Sorry we couldn't be of more help!

ThePOGG

Hi . I have sent an email to you and hope you can look at it. greetings [EDIT]

Hi welat111,

I have responded to your email and hope you will let us know what you decide to do.

Thanks,

ThePOGG

Hi welat111,

Did you accept the offered settlement?

Thanks,

ThePOGG

I have sent an email to you. hope you can look at it and respond. if you can do something more about this and that it is true what they say. greetings [EDIT]

Hi . You would help with a program that blocks game sites. wonder if it's ready. greetings [EDIT]

Hi welat111,

As stated in my previous email, you should take this offer!

The operator ARE wrong. They are relying on a technicality that you communicated your issue to them over Live Chat rather than email. It is morally abhorrent on every level. However, there is no other recourse for you to get any money back so you're in a situation where you can either take their offer and get the small percentage of your money back, or you can decline it and get nothing.

The operator has stated that if you are going to accept this offer you will not be allowed to discuss the offer made. As such if you accept this offer AFTER you have signed the contract you will not be allowed to offer any further comment on this issue. Please simply communicate that the issue has been 'resolved' as the operator requests.

Thanks,

ThePOGG

hello, if i can sue them or the actual license donor. but I do not know if there is an authority that suits them. or are it only those who decide

Hi welat111,

We cannot give you legal advice in this respect. You would have to have a lawyer look at your case. However, I can say that I am not aware of a single instance where a player has successfully sued an operator based in Curacao. The international nature of this type of case and the laws of Curacao seem to make this practically unachievable.

ThePOGG

Hi welat111,

Has this issue been "Resolved"?

Thanks,

ThePOGG

Hi welat111,

Thanks for your email. If you have responded to them but have not heard back I would suggest that you should email them again asap! I will try to gently ask questions for you with the operator.

Thanks,

ThePOGG

Hi welat111, As you know we've been directly discussing this issue with Gaming Curacao over the course of this week. My current understanding is that the "settlement" you were offered has been discarded and you have now been refunded the full amount of the deposits you made after you informed the operator of your problem (€38k). If you could confirm when you receive your funds I'd appreciate it? I also want to strongly encourage you to download and install our new gambling filtering software on any devices you have. You can find this at https://betblocker.org/. Only the Windows platform is currently available but the other platforms will follow over the next few weeks. This software will stop you being able to access online gambling sites and should help stop this happening again! ThePOGG

Hi . and thank you for your help, I have not received the money, but I will come and let you know as soon as I get them. and I would like to thank you for the program.

Hi welat111,

Can you confirm receipt of your funds?

Thanks,

ThePOGG

Hi welat111,

I'm following up on the above?

Thanks,

ThePOGG

Hi . they had sent the money to one of my bank account. but the bank did not approve of this transfer, and I had sent the letter to Karl. and they will try another bank. and I'm waiting for the answer. I will send the message I have received from both Karl and the Bank to you. and I will send a picture on the screen as I try and install the program that I received from you. with best regards [EDIT]

Hi welat111,

Your issue with BetBlocker has been passed to our development team and I hope to have a fix in place for you shortly.

Have you received your refund from Casino Superlines?

Thanks,

ThePOGG

Hi welat111,

Thanks for confirming that you've received your funds.

With regard to BetBlocker - our team have looked into this and believe your Windows Defender settings are too high to allow the app to run. Could you try lowering your Windows Defender settings and running the app again?

Thanks,

ThePOGG

Hi welat111,

Below you can find a video tutorial showing you how to address the Windows Defender issue:

Thanks,

ThePOGG

Hi welat111,

Did you manage to get BetBlocker working?

Thanks,

ThePOGG