Superior Casino Cheaters!

[ogpaper]

I thought I should bring the cheating tactics of Superior Casino to the attention of other webmasters considering promoting this dishonest brand.

Today I took advantage of a 150% bonus offer by the casino, actually considering promoting the brand. Here is the result:

After depositing almost $500 (498.75) I got the bonus only to find out that all the coin values of all games have been significantly decreased, clearly to make it impossible for the player to withdraw the money. Note, this decrease of wagers was NOT mentioned in the bonus conditions. Below I am posting the chat I had with a customer representative, highlighting the parts showing that not only they are aware but they will continue doing it:

All operators are currently assisting others. Thanks for your patience. You are currently placed in queue number 2. The average wait is 22seconds. An operator will be with you shortly.
You are now chatting with 'Nikki'
Nikki: Welcome to Superior Casino Live Support. How may I assist you?
Hello: Hello
Hello: I just claimed a 150% bonus and now all my slots wagering limits have decreased significantly
Hello: the bonus conditions state that only table games, video poker and progressive slots will have different table limts, but all the slots games now have different table limits
Hello: what gives?
Nikki: May I have your Login name and email address please?
Hello: login:
Hello: email:
Nikki: One moment please.
Hello: ok
Nikki: The bonus is only for slots and table games are not allowed on this bonus also Progressive slots are not allowed
Nikki: The bet and coin and lines setting can only be set by the player
Hello: I understand, but all wagering limits on the slots have been decreased
Hello: for example, the slot "Cleopatra's Coin" has a max bet of #37.50, but now I can only bet as high as $3.75
Hello: According to the T&C of the bonus offer: "The following games and any variants may have different table limits while this promotion is active: Roulette, Blackjack, RedDog, Baccarat, PaiGow, War, ThreeCard, LetItRide, Videopoker, Craps, DoubleUp, CaribStud, Slot Progressive"
Hello: It doesn;t mention anything about decreasing the table limits on ALL slots games!
Nikki: What do you mean decreased ? explaine
Nikki: explain*
Nikki: What where they before and what are they now ?
Hello: Before I could bet $37.50 on "Cleopatra
Hello: Coin"
Hello: and now I can only bet $3.75
Hello: or for example the 3-reel slot "Eggstravaganza" now has a max bet of only $0.75 when usually the max bet is $15
Nikki: One moment please.
Hello: ok
Nikki: Please note that there are 3 variables in the slots games
Nikki: There is Coin Value , Coins and lines Lines . What you were betting was the max amount it is possible that you lowered it try changing the settings on all 3 again
Hello: I know how to play the games, I cannot change the coin value beyond 25 cents
Hello: For example, playing the 3-reel slot "Big Cash Win" I cannot change the coin value beyond 25 cents, when before the max coin value was $5.00
Nikki: What is the name of the slots that you are playing at this time ?
Hello: Currently I am not playing anything, because I cannot change the coin value of any of the games beyond some very small sums, such as 25 cents or even 5 cents
Nikki: What was the name of the slots games that you were trying to play that you were not able to raise the bet ?
Hello: Ok, I just loaded "Big Cash Win" and the max coin value can NOT be set beyond 25 cents
Hello: and the usual limit is 5 dollars
Nikki: One moment please.
Hello: ok
Nikki: Thank you for holding i can see here that the bonus you are playing has temporarily lowered all betting limits while it is active.
Hello: But it's not mentioned in the bonus conditions (otherwise I would have never deposited)
Nikki: I do apologize for the unconvinced
Hello: Can you fix this for me?
Nikki: One moment please.
Hello: ok
Nikki: I do apologize for the inconvenience *
Hello: ok, is it going to be fixed?
Nikki: Unfortunately the only way to "fix" this matter is to complete the bonus that is active at the moment
Hello: there is no way in the world I can meet the 30x wagering requirements with such a low limit, not to mention that you are cheating by not disclosing this in your bonus terms.
Hello: how about you just refund my money and I will find another online casino that doesn't do such lowly tricks?
Nikki: One moment please.
Hello: ok

I was not able to copy the end of the chat, but basically I was told again that there is nothing they can do - no refund, cannot fix the coin values, nothing at all.

Here are the screenshots of the bonus terms and the actual cheat:



and

[TheGooner]

Obviously this bonus scheme is EXTREMELY player unfriendly and totally unacceptable - locking the players money in with little hope of playing through the bonus and staying ahead ...

I'm mean we all know that bonuses will have fish-hooks, but this is pretty outrageous ! I also see a 1000% Slots Bonus Chips offer on the SuperiorCasino site - think how long THAT would take to clear at reduced maximum bets !!!


I notice that SuperiorShare have all the right badges - GPWA, CAP and AGD - so I have to assume that this practice was not in place when those badges were awarded.

I also notice that despite the veneer of respectability of a UK address the whole thing is actually owned by Bonne Chance NV which is incorporated, licensed and regulated by the Government of Curacao .... with the gambling license out of Netherland Antilles ... thats online gambling code for Wild West operators.

Affiliates love to bandy the word "predatory" around - well this bonus clause is totally predatory towards players - and marks the casino out as a place to keep players away from.

Is this the sort of thing that we expect to be seeing out of GPWA Silver Sponsors?!

Thanks for the heads up warning OGPAPER - this group goes onto my "Do not recommend" list.

[GCG]

Thanks ogpaper you have a good point and I do not want players run into trouble, so I deleted them from main index pages and wait for a good explanation from Superior Share.

What a BS.

[SuperiorShare]

Hi Guys,

I just got back from vacations today and read this. I have my Casino Manager explanation and I will be posting tomorrow full details.

I know he already contacted you GCG

If you have any feedback regarding his response, please feel free to post it.

It terribly hurts me to see this thread subject as we've worked really hard to have a transparent and trustworthy business.

I know there was a technical issue with the betting limits and that it was already amended.

I will post more info tomorrow.

My best,

[ogpaper]

I see Superior is posting with the claim that the problem has been resolved, but it's not.
First, at one point the coin value was actually released during the bonus play and I was able to quickly lose the money. In my eyes, however, this is even worse, since I was assured both by the CS representative and her manager that there was nothing that could be done - and all of a sudden something WAS done. Weird...
Second, I decided to take it a step further and deposited without using any bonus offers. The coin value of the "Big Cash Win" slot I posted a screen shot above was at its normal $10 max bet but the rest of the slots were AGAIN at very low coin values - 5 to 25 cents depending on the game. Weirdx2....
Bottom line - big mess and definitelly NOT beneficial to either player or affiliate.
I would love to hear what kind of excuse Superior can come up with, though.

[SuperiorShare]

Thanks for the quick response. There are a few things we need to clarify.

1) CS agents and CS supervisors don't have complete access to the back-end. Only a manager could notice that there was a technical error.

2) We've made several checks since the incident and this unexpected bug has been fixed permanently as of Jan. 4th. It should not trouble you any longer.

3) The betting limits in the bonuses you claimed are not modified for slots, in fact we don't have any current bonus that modifies slots limits. Only for table games and video poker. When you experienced the problem with the non-bonused deposits, it was still part of the tech bug, and shows that our bonuses were not in fact the reason your betting limits were modified. Again, it was a tech bug that has been permanently fixed.

May I remind you all that tech issues arise as with any technology. We try to quickly fix these issues and we apologize for any inconvenience they may incur.

ogpaper, for the trouble we've added a $250 Token for you and re-enabled the 150% bonus for your next deposit.

With best regards,

[TheGooner]

Great to hear that this is potentially sorted.


However, I wouldn't be so glib as to say it was a "technology issue" without details and think that this somehow absolves Superior Share from responsibility.

While you may feel that the nature of the problem releases SuperiorShare from any charges of intent to prey on players (and it well may) - it does raise a whole raft of issues as to the buggy nature of the software and further bugs.

Why did the "issue" happen ?
Why had it not been picked up in the rigorous testing that is supposed to occur with your gambling platform ?
How many players did it affect prior to management actually looking at it?
And how many other variants of this issue still exist in your software when bonuses are awarded?

Also :
Have you gone back to your software provider to get regression testing done to ensure that there are no side-effects to your fix?

And that the fix is rolled out to other users of the software?

Frankly, I'm amazed that a bonus bug that appears to be so basic can exist in gambling software that has been released to the general public.

[belgamo]

This issue is NOT a technical error or exclusive to Superior, I can attest to it being a way to handle fortuitous players without bonus banning them. I have this happen to me at several Rival casinos.

[Superior]

Belgamo is right.

First off, I think I should have come in here first since Paul just got back from vacation and wasn’t in the situation completely.

As you probably know, Rival-Gaming has previously used automatic bonus banning system and bet limit changes. This was still in place in Oct 2009, when ogpaper here played for the first time at Superior and won. We’ve stated before that we’re trying to get far away from this automatic system that affects players just because of winning. We thought that the back-end filters that do these were set to a minimum, so this can be done on a case-by-case basis, manually checked, rather than automatically done by the system.

Paul shouldn't have used the word technical. The bug was really 'us' not catching this and reversing it for this player on time. This issue has been fixed for this player permanently, I changed his betting limits back to normal (after two attempts, since I noticed the old filter was still catching him after I reset his limits to normal the first time).

CS and CS supervisors have no authority in game bet changes and they simply presumed the promotion was causing the bet limit change.

I don’t believe this has affected any other players at this time. I’ve turned off the filter that does these changes automatically without manual review first.

I want to also agree with ogpaper here by stating that this “tactic” does not always benefit the player, the affiliate or the casino. Players that have won should be willing to play again at the casino, in hopes that the affiliate and casino can recover some of their losses.

That’s the situation and my apologies that this wasn’t properly explained in the first place.


Stephen Vaughn
Superior Casino Manager/Host

[JK1981]

Hi all

I want to tell you about my horrible experience with Superior Casino.


On Monday March 22, I created an account at Superior Casino.

They promised me $20 bonus for free with or without deposits. Here is what the offer reads:
$20 No Deposit Welcome Bonus


Discover the thrill of playing with Real Money all our amazing Slot Machines, including our I-slots ,extensive video slot games and getting instant no deposit casino bonuses!

Get 20 FREE online casino bonus (no deposit necessary) Maximum 1 bonus per household/computer/person. Minimum wagering required to withdraw (for fraud prevention) 20x bonus playthrough (400) Unless specifically stated otherwise. Maximum cashout is $50, any funds over the maximum cashable amount will be removed automatically on cashout. 1 credit wagered in a game counts as 1 credit toward playthrough requirements.
The following games (and any variants) are not allowed for this free casino bonus and do not count towards playthrough requirements: Roulette, Blackjack, RedDog, Baccarat, Single Videopoker, PaiGow, War, ThreeCard, LetItRide, Videopoker, Craps, DoubleUp, CaribStud
Promotion may be expired by casino at any time.


So here is the deal. I collect my bonus and at the same time I deposit $250 from my credit card.


And what happens!!!!!!!!?????????


I start playing craps, which I know is covered by a max. bet as described above. Well, I lose $20 dollars pretty quick and I'm now back to my own $250 dollars that I deposited.


But here's the trick: The maximum bet limit is still there even though the offer clearly states that the offer is available with or without deposit.


Had I first claimed my bonus and then played for the $20 - lost - and then gone to the cashier a second time to deposit my $250 - then, at least that's what the phone support person tells me, the max limit would not have been there.


So why does it matter when I deposit my money when the offer is with or without deposit. So because I deposit at the same time as I claim that bonus, the entire $270 dollars is subject to the terms of a $20 bonus. Ridiculous!!!!!!!!!!! So I have to play my $270 (of which $250 is my own) x20 times with strict betting limits.


Basically Superior Casino takes my $250 and puts it under the terms of their own $20 bonus.


So like ogpaper I launched the live chat service. I put in my email and username as requested before entering. Wait was not too long. So the chat person named Nina (later I talked to someone named Albert) asks me for my username and email - which I had already entered as was requested just before entering the live chat service. So I have to enter it again, which is stupid and inconvenient. Nina even asks me which casino, I'm playing at. Shouldn't they know that???? So stupid. These people clearly take care of support for a large number of casinos at the same time and do not know what's going on.


As for ogpaper, I was given the same standard answers - they just keep repeating it over and over again until the customer gives up. The second time, I talked to a person named Albert - who was even more lame than Nina - just kept on driving me around saying the same things. No matter what I said - nothing helped. Whenever I asked a question it took 2-5 minutes before I got a reply. So I gave up and basically congratulated him on working for a fraudulent casino that screws its customers around.


With no prospect of getting my money back, I blew it off on Blackjack.


Also, at superior casino you can only withdraw your money using 3 different services. I had never heard about any of them before.


So my advice is to stay faaaaaaaaaaaaaar away from this rogue casino. It's "licensed" in Curacao, which is good for nothing. Might as well be licensed in Venezuela or even Afghanistan for all I care.



Well, I learned something by having my $250 stolen...

1. I will never take bonuses anywhere
2. I will only play at casinos that let you withdray money to your credit card.
3. I will make a google search everytime I spot a casino I think I like. I will search for the casino name + a word like scam or fraud. I found ogpapers forum post by searching for superior casino scam. A 30 second search could have saved me $250!!!! Seems worth it!!!!!!!


Let me know if I'm unfair in my criticism - but I think these guys are at least misleading people if not outright defrauding them. Their service is beyond terrible.


I hope you can learn from my experience.


Kind regards, Kasper

[SuperiorShare]

HI Kasper,

I will be glad to look into your case.

We are not a fraudulent casino. We are not scammers and I hope you understand you can not mix the $20 no deposit bonus with a deposit because obviously the wagering requirements will be mixed up. The $20 free is a trial bonus that you can use to test our Casino.

I will talk to our Casino Manager and will get back to you shortly.

Thanks,

[KasinoKing]

Let me know if I'm unfair in my criticism - but I think these guys are at least misleading people if not outright defrauding them. Their service is beyond terrible.

Yes, I think you are very unfair with your criticism.

Why on earth would you make a deposit at the same time as claiming a free-chip? That just does not make sense. Are you new to online casino play?

Regarding the withdrawal; I know it's a real pain in the ass - but you should ALWAYS read the banking T&Cs for deposit & withdrawal options before you start. Just about every casino I know has less withdrawal options than deposit options.

With no prospect of getting my money back, I blew it off on Blackjack.

With all due respect, do you mean you deliberately bust every hand to get rid of your money as quickly as possible?
Or were you playing normally - trying to win - but didn't make it?
Either way, it's not really the casinos fault you lost it - if you really wanted to get your deposit back you should have not touched it and contacted the casino management for help.

KK

[JK1981]

Paul

Thanks for your reply.

I'm new to gambling online and and I suppose I screwed up by depositing money and getting the $20 dollar bonus at the same time. However, would really help online gambling beginners like me, if you made it technically impossible to match a 1 time bet like that with a deposit. The $20 bet should be independent of any deposit made. I assumed that the 1 time free 20 buck bonus would automatically be treated differently than a matching bonus.

My username at Superior is JK1981, in case you need to access my account.

I don't expect a refund. As my inexperience is also to blame + I lost the money on a large number of small bets in Blackjack.

I simply just gave up on your chat support service, which really is terrible. I, just like ogpaper, really felt like being screwed around. It's like writing to a computer that just pops out automatic replies.

KasinoKing, of course I tried to win and I had fun. Dealer just kept constantly getting small cards, when he should really have busted.

And yes, I'm new to online gambling. From now on, I think I will only play for free at some of the large European betting and gambling sites that have some really nice software packages.

Kind regards, Kasper

[SuperiorShare]

HI Kasper,

My Casino Host emailed you. Did you receive the email?

Thanks!
Paul

[JK1981]

Hi Paul

I checked my mail and spam folder. I haven't received an email from superior. The mailing address I provided for the account is the correct one. Just checked.

Kind regards, Kasper

[SuperiorShare]

HI Kasper,

I've emailed you from my gmail account superiorshare@gmail.com

Can you please check and confirm you got it?

Thanks and I hope you have a nice weekend

With best regards,

[JK1981]

Hi Paul

I got the email now. Thank you. Have a good weekend.

Kind regards, Kasper.

[Nandakishore]

Hi Paul

I got the email now. Thank you. Have a good weekend.

Kind regards, Kasper.

Kasper, it would interest me to know if the issue was solved to your satisfaction.

[JK1981]

Hi Nandakishore

I'm very happy with the response I was able to get from Superior on this forum. I appreciate that Paul Art looked into my case.

What I'm still upset about is the live chat service they use at Superior. They were very unhelpful (not rude or anything like that) just useless at best. I felt like talking to a computer - you constantly get standard replies and they didn't really answer my questions. This is definately something they should improve cos that sucks really bad.

I know I screwed up by taking a $20 free bonus and deposit $250 at the same time so that the rules of the $20 bonus suddenly applied to all $270 - however, being my first time at an online gambling site, I didn't know any better. And it didn't say that anywhere when I read the offer that the rules of the bonus would apply to any deposit made. It just said $20 free with or without deposit. For a newcomer to online gambling, who do not know these things, I think this is a terrible way to do it. Very misleading. And in the end, its bad for the casino as well. Even though, Paul Art was very nice in helping me, there is no way I'd ever go back there. But Paul Art should never have had to deal with my issue in the first place. The chat service should have been able to and automatically offered to remove the bonus from my account, so that my deposit was not bound by the rules of the bonus. But the chat service was absolutely awful and refused to rectify the issue so I thought I was in a rogue casino. Therefore, I decided to blow the $270 dollars and have a good time and then get out of there. I thought I would never be able to recover my money. I shouldn't have done this but I thought this place was a rogue. - Which I want to make clear: It is not!

Paul, if you read this, I strongly recommend you do something about your live chat service at Superior. Just read all my comments here and above. You seem to be a good guy. That would really help other players tremendously when they have problems like me and ogpaper. I also tried to call for help but it was impossible to get through on the phone. People want convenience when they gamble.

So: I'm satisfied with what Paul Art has done for me (he gave me $50 free to play for), but I'm very disappointed that the chat service or phone service at Superior was not there to help me when I needed it. That would have saved me all this trouble.

But I learned a lot from this experience and losing $250 (at least most of it) is not the end of the world for me - I also expected to lose that money anyway, otherwise I would not have put them in a casino.

Have a good weekend.

Best, Kasper

[Nandakishore]

This is a very good message for the Superior Casino. I hope they can follow up your criticism and improve the service.