SuperNopea Casino - O jogador afirma que o seu pagamento foi atrasado.

I made a €20 deposit to a super fast casino on 19.7. I claimed a 300% bonus with a maximum bonus amount of €1000, but I got a €5000 win on my own balance (€20). The winnings were visible in my own balance and there was a separate bonus (€60) that I couldn't use. I tried to ask in the live chat (19.7) if I could cancel the bonus, but nothing was answered for hours. I decided to complete the wagering and the €60 bonus was credited to my account and my own balance was around €4000 after the wagering. I completed the KYC certificate on 19.7. Then I tried to withdraw €2000 first, the request was processed but it was not approved within a day. Then I played a little more and got up to €5265. I submitted a withdrawal request (€3265) yesterday, Sunday 20.7 and nothing has happened since the night. I have tried to contact them via live chat and email every day from 19.7-21.7, keeping the chat open all day and I have not received any answers to my questions. Yesterday, Sunday 20.7, I noticed that I can log in to the casino but I cannot play any games and everything disappears when I refresh the page. I am trying to withdraw the entire amount (5265€) but it is not possible because there is no customer service and withdrawals are not checked. The casino advertises fast withdrawals but nothing happens. It is a large amount and I am starting to suspect the casino's operations.

Tein 20€ talletuksen super nopea kasinolle 19.7. Lunastin 300% bonuksen jossa oli max suurin bonuksesta saatava summa 1000€, mutta sain omalla saldollani (20€) sisällä 5000€ voiton. Voittorahat näkyivät omassa saldossa ja erikseen oli bonus (60€) jota en päässyt käyttämään. Yritin kysyä live chatissa (19.7) että voisiko bonuksen peruuttaa, mutta mitään ei vastattu tunteihin. Päätin suorittaa kierrätyksen loppuun ja bonus 60€ tuli tililleni ja omaa saldoa jäi joku 4000€ kierrätyksen jälkeen. Suoritin KYC varmenteen 19.7. Sitten yritin kotiuttaa ensin 2000€, pyyntö meni käsittelyyn mutta sitä ei päivässä hyväksytty. Sitten pelasin vähän lisää ja pääsin 5265€ asti. Jätin kotiutuspyynnön (3265€) eilen sunnuntaina 20.7 ja yön jälkeen ei mitään ole tapahtunut. Olen yrittänyt saada yhteyttä live chatissa ja emailin kautta 19.7-21.7 jokaisena päivänä pitäen chattia koko päivän auki ja mitään vastausta en ole saanut kysymyksiini. Eilen sunnuntaina 20.7 huomasin että pääsen kirjautumaan kasinolle mutta mitään pelejä en pysty pelata ja kaikki katoaa kun päivitän sivun. Pyrin kotiuttamaan koko summan (5265€) mutta se ei onnistu koska asiakaspalvelua ei ole ja kotiutuksia ei tarkisteta. Kasino mainostaa nopeita kotiutuksia mutta mitään ei tapahdu. Kyse on isosta summasta ja alkaa epäilyttämään kasinon toiminta.

Dear player,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

I will also add the terms of the bonus offer: The maximum bonus amount that can be converted to real money from this offer is €1000. The winnings actually came with my own money and the bonus (€60) was transferred to real money after wagering, so there should be no problem with those winnings because the bonus was only €60.

vielä lisään tähän bonus tarjouksen ehdot: The maximum bonus amount that can be converted to real money from this offer is €1000. Voitot tosiaan tulivat omalla rahalla ja bonus (60€) siirtyi kierrätyksen jälkeen oikeaan rahaan, eli ei pitäisi olla ongelmaa noiden voittojen kanssa koska bonusta oli vain se 60€

I'm making a new complaint, the subject changed when they rejected my withdrawal and removed the money.

Teen uuden valituksen, aihe muuttui kun he hylkäsivät kotiutukseni ja poistivat rahat.

I was unable to open a new complaint because I had already opened one on the same topic. Here is a new application regarding this:

Subject: Complaint about SuperNopea Casino – €5000 in winnings confiscated

Dear CasinoGuru Team,

I want to make an official complaint against SuperNopea Casino because my legitimate winnings of around €5,000 were confiscated.

What happened:

I deposited €20 and received a 300% bonus (€20 real money + €60 bonus money).

I played Wanted Dead or a Wild slot on a normal spin only; I did not use the bonus buy feature.

My winnings, around €5,000, came entirely in real money before I touched the bonus money.

I used the xBet/Feature Bet option, which increases the probability of bonus features, but is not a bonus buy.

Problem:

The casino voided my winnings, claiming that games with bonus purchases are prohibited while the bonus is active.

However, I did not use the bonus buy-in, but only the xBet/Feature Bet option.

The casino terms and conditions prohibit bonus purchases, but the xBet/Feature Bet option is not mentioned at all.

I tried several times to cancel the bonus via live chat, but support did not respond for several hours.

Real money and bonus money balances were displayed separately.

Why this is unfair:

The winnings came entirely from my real money before the bonus money was even used.

The rules are unclear and do not mention the xBet/Feature Bet function.

Confiscation of real money winnings is unfair, disproportionate and misleading.

What I ask:

I request that my confiscated winnings of €5,000 be returned and my withdrawal request be approved.

Thank you for your help.

En onnistunut avaamaan uutta valitusta koska samasta aiheesta tämän olin jo avannut. Tässä uusi hakemus tähän liittyen:

Aihe: Valitus SuperNopea Casinosta – 5000 € voittojen takavarikointi

Hyvä CasinoGuru-tiimi,

Haluan tehdä virallisen valituksen SuperNopea Casinosta, koska minun lailliset noin 5000 € voittoni takavarikoitiin.

Mitä tapahtui:

Talletin 20 € ja otin vastaan 300 % bonuksen (20 € oikeaa rahaa + 60 € bonusrahaa).

Pelasin Wanted Dead or a Wild -kolikkopeliä vain normaalilla kierroksella; en käyttänyt bonusoston ominaisuutta.

Voittoni, noin 5000 €, tuli kokonaan oikealla rahalla ennen kuin koskin bonusrahaan.

Käytin xBet/Feature Bet -vaihtoehtoa, joka lisää bonusominaisuuksien todennäköisyyttä, mutta ei ole bonusosto.

Ongelma:

Kasino mitätöi voittoni väittäen, että bonusostolla pelit ovat kiellettyjä, kun bonus on aktiivinen.

En kuitenkaan käyttänyt bonusostoa, vaan vain xBet/Feature Bet -vaihtoehtoa.

Kasinoehdoissa kielletään bonusostot, mutta xBet/Feature Bet -vaihtoehtoa ei mainita lainkaan.

Yritin useaan kertaan live-chatissa peruuttaa bonuksen, mutta tukeen ei tullut vastausta useisiin tunteihin.

Oikean rahan ja bonusrahan saldot näkyivät erikseen.

Miksi tämä on epäoikeudenmukaista:

Voitot syntyivät kokonaan oikeasta rahastani ennen kuin bonusrahaa edes käytettiin.

Säännöt ovat epäselvät eivätkä mainitse xBet/Feature Bet -toimintoa.

Oikean rahan voittojen takavarikointi on epäreilua, suhteetonta ja harhaanjohtavaa.

Mitä pyydän:

Pyydän, että takavarikoidut 5000 € voittoni palautetaan ja nostopyyntöni hyväksytään.

Kiitos avustanne.

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Could you please request your game history in Excel format from the casino?

Can you specify exactly which bonus offer you claimed? If possible, send me the link to the bonus terms or a screenshot of the original offer so we can review the conditions in detail.

Also, please send me the communication you've had with the casino so far, including emails and live chat screenshots or transcripts. Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Hi. I sent you the details via email. Please ask if there is some other pictures or proof needed? and carefully read my complaint in here. Thanks.

One more thing: After completing the wagering requirements, I had approximately €4000 in my balance. I continued to play normally and increased the balance up to €5265, which was then confiscated entirely without clear explanation.

Also, if the bonus terms state that the maximum withdrawal from bonus funds is €1000, it is unclear why my balance was still around €4000 even after completing wagering. This indicates that the casino itself treated the winnings as real money and not subject to the bonus max cashout restriction. Confiscating the entire balance afterwards is unfair and misleading.

Dear player, to help clarify the situation thoroughly, we strongly recommend you request your game history from the casino in Excel format. This detailed log will help us understand exactly how the bets, winnings, bonus funds, and wagering were processed step by step. Unfortunately, screenshots and partial information often don’t provide the full picture.

Please ask the casino support directly for the complete game history export, which usually includes timestamps, bet sizes, wins, bonus usage, and balance changes.

Once you receive this, please share it with us so we can review and provide you with more specific advice or support for your complaint.

Hello. The casino was unable to deliver the file in excel format. I sent you this file as a pdf file, as I received it. I converted it to an excel file and sent it to you by email!

Hei. Kasino ei pystynyt toimittamaan tiedostoa excel-muodossa. Lähetin tämän tiedoston sinulle pdf tiedostona, niinkuin sain sen. Muutin sen excel tiedostoksi ja lähetin sen sinulle sähköpostiin!

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello there,

Thank you Ombusken for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask SuperNopea Casino for their help in resolving this complaint. We would like to know why the player's winnings were confiscated and what we can do to help resolve this issue.

Thank you!

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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. 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, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the EADR – an alternative dispute resolution service (https://eadr.org/eadr-form/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (https://www.mga.org.mt/player-hub/lodge-a-complaint/). Please let me know if you need help with filling the form or how the ADR responded, if you can do this on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter

We’ve reopened this complaint at the request of SuperNopea Casino. We received the following message:

Dear Ombusken,

We are writing to inform you that upon routine review of your account activity, it has come to our attention that you have breached the terms and conditions associated with the bonus credited to your account on 19. of July.

Specifically, the bonus was used to place wagers on games categorized under Group D, which are explicitly restricted from bonus play as per Section 18.2 of our Bonus Terms and Conditions. All players are required to adhere strictly to these terms to ensure fair play and compliance.

As a result of this breach, the following actions have been taken in accordance with our policy: The bonus and any winnings derived from it have been voided. Your account remains active, and you are welcome to continue playing using non-bonus funds in accordance with our general Terms of Use.

We kindly remind you to review our Bonus Terms and Conditions before participating in future promotions. You can access the full terms here: https://www.supernopea.com/en/terms-and-conditions.If you believe this notice has been issued in error or you have any questions, please contact our support team at support@supernopea.com.Thank you for your understanding.

Hello,

Thank you for your response. I would like to clarify a few important points:

I did not knowingly use a bonus balance – on my account page I always saw my "real balance" and "bonus balance" clearly separated. For example, I had more than €4200 real balance and only around €60 bonus balance. This made me believe that when I was playing, I was wagering real money, not restricted bonus funds.

Transparency issue – If games with "bonus buy features" or Group D restrictions cannot be played even with real money when a bonus is active, this should be much more clearly communicated. From the player’s perspective, if the balance is split into real cash and bonus cash, it is natural to assume that the real cash portion is not restricted.

Fairness – The bonus terms stated that the maximum withdrawal from bonus funds is €1000, yet after wagering my account still showed around €4200 real balance + €60 bonus balance. This indicates that the system itself converted the funds correctly and displayed the balances separately. Afterwards, I continued playing and my balance even increased to over €5000, all clearly shown as real money.

Taking away the entire balance, including these real money winnings, feels very unfair and disproportionate, especially since I was not intentionally trying to misuse the terms.

I kindly request you to reconsider this case and release at least my real balance, as I believe I was playing in good faith and according to how the balances were displayed to me on your site.

Thank you for your understanding.

Additionally, I would like to point out that the rule prohibiting play on games with a "bonus buy feature" is extremely unclear and impractical. Almost every modern slot has such a feature, yet your system does not block or prevent players from opening or playing these games. If this rule is meant to apply even when using real money, then it should be enforced technically – not hidden in the terms while still allowing gameplay. Otherwise, players are set up to fail without any clear warning.

Here is example how the balance was shown.

Thank you for the update Ombusken.

Dear SuperNopea Casino representative, we at Casino Guru share similar views on the issues raised by the player and believe that access to any games restricted from use with a bonus should be prevented by the casino software. In this way, the possibility for a player to make a mistake is removed.

If, for some reason, the casino software does not allow for this restriction, the games should be set up in such a way that they do not contribute to the wagering requirements of the bonus, meaning that no benefit can be obtained by playing them.

If the restricted games are still accessible with the use of an active bonus, they should be set with a 0% wagering contribution as mentioned above. We do not consider it fair to confiscate winnings for playing a game that is available to be played.

I hope we can come to a compromise in this situation, as otherwise we will consider your actions to be Against our Fair Gambling Codex.

Thank you in advance for your reconsideration!

I want to stress that I am not asking for the €60 bonus funds – only my real balance of over €4,000 (later €5,000+). Bonus terms should not override or confiscate genuine real money winnings, especially when the casino itself clearly separated real and bonus balances. I therefore request the immediate return of my real balance, as withholding it is unfair and disproportionate.

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.

Hello,

I find it very concerning that the casino has once again failed to respond within the given timeframe. This shows a clear lack of willingness to cooperate or resolve the matter.

I want to emphasize that if this continues, I am prepared to escalate the case further with legal assistance. I have already been in touch with a lawyer who is willing to represent me, and I will not hesitate to proceed if the casino keeps ignoring both me and this mediation process.

I truly hope we can still resolve this matter here, but I need to see some genuine effort from the casino’s side.

Thank you.

Dear CasinoGuru,

We understand your points of concerns here.

After investigating this matter further, we think it is clearly stated in our terms and conditions that playing a slot with a bonusbuy-feature is not allowed while having an active bonus:

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

Group D consists a list of slots and in the the end it says the following: "all games with "buy feature" = 0%."

As the customer said, yes, bonus balance and real money balance are shown separately, but in our terms and conditions it is clearly stated that our bonuses are not non-sticky and if you activate a bonus you are meant to play under bonus rules, that being said, that is the reason why playing with your "real" money balance also counts toward the wagering requirement. If our bonuses was meant to be non-sticky, the wagering would only start once you start playing with your bonus balance.

"18.4 Player cannot make a withdrawal while having an active bonus on account before all wagering requirements have been met.

18.5 Before a withdrawal can be made, players must complete the wagering requirements within the agreed timeframe upon activation of the said bonus. Failure to wager the bonus within this time will cancel the bonus, and the bonus, together with any winnings, will be lost.

18.7 All winnings originating from a bonus offer are to be considered bonus winnings and no withdrawal of such winnings will be made until the terms and conditions for the bonus are met."

For the point you (CasinoGuru) mentioned:

"If, for some reason, the casino software does not allow for this restriction, the games should be set up in such a way that they do not contribute to the wagering requirements of the bonus, meaning that no benefit can be obtained by playing them.If the restricted games are still accessible with the use of an active bonus, they should be set with a 0% wagering contribution as mentioned above. We do not consider it fair to confiscate winnings for playing a game that is available to be played."

We unfortunately do not have the option to block games while having an active bonus, but we indeed have set those slots to 0% wagering. The reason why this customer had his bonus finished is that after playing multiple 0% wagering slots, he played slot Reactoonz, which does wager the bonus. It also implies that the customer knew he was playing slots that are not allowed to play while having an active bonus and therefore started to play Reactoonz to finish his wagering requirements. 

I would like to clearly state that I never used the €60 bonus balance – all of my winnings, more than €5,000, came exclusively from real money play. It is completely unfair and disproportionate that the casino is attempting to confiscate genuine real-money winnings by referring to bonus terms that had no connection to my actual balance.

On my account page, the casino itself always showed a clear separation between real balance and bonus balance. This gave me a justified understanding that playing with real money was separate from bonus restrictions. If certain games are not allowed while a bonus is active, the casino has a duty to technically block them. A player cannot reasonably be punished after the fact for playing a game that the casino itself allowed.

The terms themselves are not clear. They state that if rules are breached, bonus funds and winnings obtained with bonus money will be forfeited. In my case, however, the winnings did not come from bonus money – they came from real balance play. This cannot fairly be interpreted as grounds to confiscate real-money winnings.

Additionally, the clause about ‘bonus buy features’ being restricted during an active bonus is vague and unreasonable. Nowadays, almost every modern slot includes such features, which makes this condition practically impossible for a normal player to follow. If the casino genuinely intended to enforce this, it should have technically restricted these games – not allowed them freely and then confiscated all winnings afterwards.

I also want to highlight a major inconsistency in the casino’s own terms: they state that the maximum withdrawal from a bonus can be €1,000. If that is the case, then why was I left with my entire real balance (over €4,200) after completing wagering, with only €60 remaining as bonus balance? This clearly shows that the casino itself recognized that my funds were real money and not subject to bonus restrictions. Confiscating these winnings afterwards is inconsistent and unfair.

This situation is not only about unclear wording, but fundamentally about fairness. I met the wagering requirements, then continued playing with my real balance, which the casino itself displayed as separate from the bonus. Real money winnings cannot legally or ethically be treated as forfeited under bonus terms.

I therefore ask Casino Guru to take into account this disproportion: the casino has confiscated more than €5,000 of my own real balance only because of a €60 bonus that I never even used. This is neither fair nor reasonable, and it severely undermines trust in the casino.

For clarity, I want to emphasize that I never purchased or used any bonus buy feature. I only played slots in their normal mode. The issue is that the casino’s terms prohibit playing any games that contain a bonus buy feature at all, which is unreasonable because nowadays almost every popular slots include such a feature by default. If the casino truly intended to enforce this, they should have blocked these games technically instead of allowing them to be played.

I also want to clarify why I played Reactoonz. At first, I played other slots but noticed that the wagering did not progress at all. Then I tried Reactoonz, and there I saw the wagering percentage finally increasing. For this reason I continued with Reactoonz – not because I ‘knew’ other games were forbidden, but simply because it was the only game where the system clearly showed progress. This made me believe that Reactoonz was the correct game to use for wagering, not that other games were entirely prohibited.

In addition, the terms themselves are contradictory and unclear. The line ‘games with bonus buy features = 0%’ is hidden at the very end of a long excluded-games list, written in a confusing way, and it does not directly state that such games are forbidden to play. In one place, the terms only say that certain games contribute 0% to wagering, while in another section (Group D) they say that playing those games can lead to bonus funds and winnings obtained with bonus funds being forfeited. This is inconsistent and misleading. At no point is it clearly stated that playing these games with real money would result in confiscating real money winnings – especially since my winnings were never obtained with bonus funds.

I also want to emphasize that I never tried to benefit from the €60 bonus. On the contrary, I wanted to get rid of it completely and even contacted support several times to cancel it, but never received a reply. Because I couldn’t remove it myself, I was forced to complete the wagering requirements, and in doing so I actually lost about €1,000 from my original balance. Only afterwards did I rebuild my real balance back up to over €5,200 – and even those winnings, achieved after wagering was fully completed, were confiscated.

Thank you to both parties for the clarification.

Dear SuperNopea Casino representative, I would like to kindly seek clarification regarding the decision to void the player’s winnings in this case. Specifically, we would like to understand why such a measure was taken when the wagering contribution for the restricted games had already been set to 0%. From our perspective, the implementation of a 0% wagering contribution should serve as a clear and sufficient safeguard, ensuring that play on these particular games does not contribute toward wagering requirements and, therefore, cannot provide the player with an unfair advantage.

Thank you in advance for your clarification!

I fully agree with CasinoGuru’s point here. When I was playing, I could clearly see the wagering percentage progressing only on Reactoonz, which made me believe it was the correct game for wagering. Other games were also available to play freely, so I had no reason to think they were forbidden.

The terms themselves are very confusing: in one place they say restricted games count as 0% towards wagering, and in another they say Group D games may lead to forfeiting bonus funds and bonus winnings. My winnings, however, were never from the €60 bonus but from my real balance. It is therefore unfair and disproportionate to confiscate my real-money winnings under these unclear conditions.

I kindly ask again that my real balance be returned, since I played in good faith, followed the progress bar that the system showed me, and never attempted to misuse the bonus.

I would like to add an important detail that clearly shows I acted in good faith:

I tried multiple times to contact the casino’s support as soon as I realized I had won a larger amount. I clearly stated that my winnings came from real money and asked them to remove the bonus. However, I received no response at all – even though I explained the situation was urgent.

Since support never replied and there was no way for me to remove the bonus myself, I was ultimately forced to complete the wagering on my own, which I did in an eligible game (Reactoonz), where the wagering percentage was progressing normally. In doing so, I lost around €1,000 from my original real balance.

Only after completing the wagering did I continue playing and built my balance up to over €5,200. That amount was also confiscated, even though it was clearly won with real money after all bonus conditions had already been fulfilled.

I never tried to benefit from the bonus – on the contrary, I wanted it removed. I acted honestly and based my actions on how the system and balances were presented to me. I believe it is unfair to punish me in a situation where the casino’s support failed to respond and assist when it was needed most.

Clarification and Supporting Evidence Regarding Bonus Dispute

I would like to add further clarification regarding my case, supported by the attached images.

Firstly, the attached bonus terms clearly state in clause 6:

"The maximum bonus amount that can be converted to real money from this offer is €1000."

This implies that any winnings above €1000 must come from real-money play, not bonus funds. In my case, after completing the wagering requirements, my balance was approximately €4,000 – all of which was real money. I then continued playing and increased that real-money balance to over €5,200. Therefore, it is clearly disproportionate to confiscate the entire amount, when only a small portion (the initial €60 bonus) was ever bonus-related.

Secondly, as shown in the bonus dashboard (also attached), the wagering deadline was extremely short. The bonus was about to expire on July 21st, and I received no reply from customer support despite multiple urgent attempts to cancel the bonus in time. Because I couldn’t remove it myself, I was forced to complete the wagering just to protect my balance – and in doing so, I lost about €1,000 of my original funds.

I was not trying to misuse the bonus. On the contrary, I repeatedly asked to have it cancelled – with no response. I played in good faith, followed the visible progress bar during wagering, and all my winnings after that point were based on real-money play.

For these reasons, I respectfully ask that my real balance be returned.

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.

Since the deadline has now passed without any response from the casino, I want to inform you that my lawyer will proceed to contact the casino and the Malta Gaming Authority directly.

I truly appreciate CasinoGuru’s efforts, but as the casino has chosen to ignore this process, I will now take further legal steps without delay.

We will provide an answer later today to this.

We understand the frustration in this case, but in our opinion it is clearly stated in the email about the bonus offer and our general bonus terms and conditions that if a player activates the bonus, the deposit it also tied to it, since our bonuses are not non-sticky.

In the email of the used bonus there is this term:

"3. The deposit and bonus amounts have to be wagered x40 within 2 days after the activation, or the bonus and winnings will be automatically forfeited."

It clearly says also the deposit amount has to wagered which already implies that the bonus is tied to the deposit.Regarding no answer from customer support, sadly our customer support is not open 24/7 and we did answer the customer as soon as our support was open.

Lastly, that bonus did not come automatically to the account, we can see from our system that the player has activated the bonus himself and upon activating a bonus the player accepts the bonus rules.

In case the player did not touch their balance and start playing it would be different, then we could have removed the bonus for the player, this is also mentioned in our T&C:"18.9 If you wish to remove any bonus credited to you, please contact customer service before starting to play and/or wager."

In our opinion we think our terms and conditions are clear enough and those we're clearly broken in this case.

Final Clarification:

I would like to highlight an important point that remains unanswered.

CasinoGuru specifically asked the casino:

"If the restricted games had a 0% wagering contribution, how exactly did the player benefit from playing them?"

The casino never responded to this. That silence is very telling.

The reality is that I played various games, noticed that the wagering percentage was not progressing at all, and eventually switched to Reactoonz because it was the only game where I could see the wagering bar moving. That’s the only reason I continued with that game.

If the restricted games did not progress the wagering and were already set to 0%, then there was no possible way to gain an unfair advantage from playing them. I was not trying to abuse the bonus — on the contrary, I lost over €1,000 trying to meet the requirement because support never responded when I asked to cancel the bonus.

Confiscating over €5,000 in real-money winnings because of games that gave me no bonus progress is both disproportionate and unfair. The lack of a clear, direct answer to this core question from the casino only reinforces that their decision is not justifiable.

If no agreement can be reached now, I will escalate the matter through my legal representative.

The repeated delays and lack of timely responses from the casino are deeply concerning and suggest a lack of willingness to resolve this dispute in good faith.

Additionally, I would like to point out that the casino’s current justifications do not appear to be strong enough to withstand scrutiny in an independent legal review.

The unclear bonus terms, the fact that technically restricted games were not blocked, and the clear separation of real and bonus balances all support my position that I acted in good faith — and that my winnings were legitimate and deserved.

I again respectfully ask that my real balance be returned.

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.

Answer to your question:

"If the restricted games had a 0% wagering contribution, how exactly did the player benefit from playing them?"

Customers can benefit from those games in many ways even if the wagering is set to 0%, for example games with collecting features, or playing really high volatility slots and changing to wager the wins on low volatility high RTP slots after that.

In addition, we never said that there was a benefit in this case, but rules are the same for every customer, we do not see a reason to make an exception here. It is casino's decision to restrict any slots/games while playing with a bonus, nothing was done wrong from our end about this.

Our opinion in this case is the same as in our previous answer, it is fully customer's responsibility to read the rules, and in this case it is clear customer played multiple slots that are not allowed during an active bonus as per our terms and conditions

Thank you for your reply.

However, your explanation does not address the actual situation in my case. You are only describing theoretical ways in which someone might benefit from restricted games — but you clearly admit that you have no evidence that I did.

In my case, the restricted games had a 0% wagering contribution, and this was visible on the wagering progress bar. I gained no advantage, and you have not presented any proof to the contrary.

If there is no demonstrated benefit, then confiscating over €5,000 of real balance cannot be proportionate or justified.

Furthermore, if your system allows access to games that do not contribute to wagering, the responsibility lies with the casino, not the player. Consumers cannot be expected to know which technically available games will later be used as grounds for confiscation — especially when the casino’s own interface shows wagering progress separately for real and bonus funds.

Dear Casino Guru team,

Just sending a friendly reminder regarding my latest message. I hope you’ll be able to respond and continue with the review soon.

Dear SuperNopea Casino representative, As stated previously, we firmly believe that any games restricted from bonus play should be automatically blocked by the casino’s software. Implementing such a measure is the most effective way to prevent misunderstandings or disputes of this nature from occurring in the future. Players should not be placed in a position where they are able to access and play games that are, in practice, prohibited under bonus terms. Responsibility for such technical enforcement ultimately lies with the casino platform.

In this particular case, the wagering contribution for the game in question was already set to 0%, meaning no progress toward wagering requirements was made while the game was played. Under these circumstances, we do not consider it fair or reasonable to confiscate winnings solely based on a game’s inclusion on a restricted list, especially when it remained available for play and did not contribute to wagering.

We sincerely hope that we can reach a mutually acceptable resolution in this matter, as otherwise we will consider your actions to be Against our Fair Gambling Codex and close the complaint as unresolved which may negatively impact your rating.

Thank you in advance for your reconsideration!

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.

We will get back to this with a final decision.

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 SuperNopea

I would like to kindly remind you that the extended response deadline is approaching, and I have still not received a proper reply.

I sincerely do not wish to escalate this matter through legal means or further regulatory complaints — I would much rather reach a fair and mutually acceptable resolution.

I hope that the casino can still show willingness to resolve this dispute in good faith. I remain open to any reasonable settlement proposal.

Since the casino has again failed to respond within the given time frame, I can only conclude that they have no genuine intention to resolve this matter fairly.

My experience with SuperNopea has been deeply disappointing — not only due to the confiscation of my real-money winnings under unclear terms, but also because of their repeated lack of communication.

I would strongly advise other players to be extremely cautious with this casino. It has already been blacklisted on AskGamblers for similar issues, and my case unfortunately confirms that such concerns are well founded.

Thank you CasinoGuru for your time and effort, even if this case could not be resolved.

I will now continue this matter through my lawyer and the Malta Gaming Authority, as I have mentioned before.

Dear Ombusken, as the casino has not responded to our inquiries, we are forced to close the complaint as unresolved due to their actions being against our Fair Gambling Codex. 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, we will reopen the complaint, and you will be notified by email. I am sorry I could not be of more help on this occasion.

Best regards,

Peter