SupaBet Casino - Player’s account has been closed.

The account was initially verified successfully, but was later closed without any apparent reason. They do not respond to emails, and the chat support team has no information about the issue. The matter has been ongoing for about a month.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with SupaBet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Hello,

I created an account on March 25th, and it was locked around May 14th. Account verification was completed in early May and was successful. I accumulated funds through sports betting and slots. I did not use any bonuses. I've attached several screenshots of the email and chat conversations.

Dear tondii,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor (igor.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear tondii,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the SupaBet Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a SupaBet Casino representative to join this conversation and participate in resolving this complaint.

Dear SupaBet Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

Dear tondii,

Thank you for reaching out to us.

Please be informed that your account has been closed as administration decision.

Furthermore, please note that your remaining balance was already forwarded for withdrawal and we expect the finalization of the transaction as soon as possible.

We thank you for your understanding.

Kind regards,

Supabet Team

Dear SupaBet Casino,

Could you please let us know the exact amount that will be paid out to the player?

Additionally, please inform us if the refund has already been processed.

Dear Igor,

Thank you for your reply.

The withdrawal in the amount of 8 339.00 PLN is already in progress and forwarded as priority.

Thank you for your understanding.

Kind regards,

Supabet Team

Dear tondii,

The casino has informed us that they will pay out the remaining balance from your account, which should be 8,339.00 PLN.

Please let us know whether you would consider this a fair and reasonable resolution.

Additionally, if you receive the refund in the meantime, you can use the Resolve button to automatically mark this complaint as resolved. Thank you.

Received all moneys. Thanks Casino Guru for your help !

Dear tondii,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Igor P