Suprabets Casino - プレイヤーのアカウントは閉鎖され、資金は没収されました。

Hello

I have an account with Suprabets where I played on their Casino and Sports betting.

After I had some winnings I decided to withdraw some of them (around 200 euro) and with the rest I would continue playing.

Initially my withdrawal failed. I send an email requesting the reason and received a response that the issue is fixed.

I requested withdrawal of the same value and next day I received a message that I breached their T&C and my account is closed and funds forfeited.

I had around 900 euro at that time (when they closed my account I had open bets and some won some lost not sure of the exact amount ) and around 350 euro were from my deposits.

I tried sending multiple email and contacting them via live chat but never received any response until a month later that I received the same email that T&C was breached and funds forfeited.

I asked to confirm my username and where can I resolve my complaint since I don't accept their resolution and have been ignored, not a single reply.

I contacted the operator and they replied that since I breached their T&C they have a right to close my account (they do) and withheld my funds (they don't).

This is theft as far as I can see especially since they even withheld my deposit.

Could you please assist me?

Dear Gomenios,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise if you passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Do I understand correctly that the casino didn't specify why exactly your account was closed?

If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it 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.

Best regards,

Kristina

Hello Kristina

Yes verification was complete in the account. I'm not sure if they want some other document but they haven't requested anything and passport and address document I sent have been accepted.

No I didn't activate any bonus. The wagering requirements were bad so I decided not to opt in for a bonus.

No they have replied to 2 of my many email and the only response is that i breached their T&C and on the second email copy paste of the T&C I breached from their website.

I have asked to specify what I did via Email and also many more questions but received no reply.

Thank you

Thank you very much, Gomenios, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@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, Gomenios,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Suprabets Casino team,

Could you please explain the player's situation in more detail? Why has his account been closed and winnings confiscated? What steps should the user take to unblock the account and/or withdraw disputed funds/remaining balance?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence? It would be highly appreciated if you could be more specific regarding the reason for such a decision, or what exactly he committed. Such a general rule (point 11 from the casino's Terms and Conditions) is really not sufficient clarification.

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

hello,

email sent

thanks

Dear Gomenios,

As you might know, our forum deals with complaints about online casinos only. I understand it must be difficult for you, but we do not have enough insight to take on this kind of issue, and after gathering all the necessary information and details from the casino, it is clear that the allegations relate to sports betting play. Therefore, I am forced to close your complaint as 'rejected'.

I recommend you submit your complaint to one of the websites that deal with sports betting-related complaints, to ADR, or directly to the authority that regulates the casino.

In case of any questions, write to my e-mail (branislav.b@casino.guru).

Thank you very much for your understanding, and sincerely wish you good luck in resolving your issue.

Thank you too, Suprabets Casino Team, for your cooperation and help.

Best regards,

Branislav, Casino.Guru