SupaBet Casino - Player’s account has been closed and withdrawal is delayed.

THEY ARE NOT RESPONDING, THEY HAVE ASKED FOR DOCUMENTS, I HAVE GIVEN THEM ALL 2-3 TIMES, THEY ASKED FOR THE SAME THINGS AGAIN AND THEY HAVE CLOSED THE ACCOUNT AND WELL TO CONFIRM IT AND THEY ARE NOT GIVING ANY UPDATES! I HAVE ALL THE INFORMATION WITH DATES

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?
• How did you learn about your account being 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

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Tomas,

Im emailing you regarding my complaint at .guru . Its been almost 2 months that i was a member of the specific casino, The blocked the account for verification purposes like 10 days ago. I was tracking the account since i made a withdrawal that now its been 22 days that i havent received my winnings. After 11 days of waiting they requested verification documents even though they say that they process winnings within 3 - 5 days. Anyway I gave them the documents and then what followed was a circus . They were keep asking me for the same documents over and over again i couldnt talk to one that handles the situation and now they dont even bother to answer my questions or give me an update. I played the game Starlight Princess 1000 from pragmatic. If i remember correctly there was no bonus but its been almost a month now.

i have also sent email to your personal with all the screenshot

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@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 stellauk1, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the requested pay out. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of SupaBet Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s withdrawal request is being denied and the account blocked? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

They asked me to provide them with documents for account verification, which I have had to send 6 times so far because they keep saying they didn't receive them and that I didn't send them, even though I have a history of emails. As I have confirmation from them that they had received them, yesterday they started the same thing again. It has been 26 days since the request for the money and 13 since the day the verification process started. The way they treat me and the lack of proper organization and communication on their part has really pushed me to my limits!

Dear stellauk1,

Thank you for submitting the documents thus far.

We would like to kindly request that you check your email for the document required, which is a proof of ownership.

This document can be obtained from your bank application or website and should include the holder's name and a visible credit card number.Thank you for your attention to this matter.

Kind Regards,

Supabet Casino Team

I've sent them to you 100 times and I've sent them to you again but you still don't give me a confirmation. If it's as simple as asking me for them, sending them to you and not receiving them is a bit ridiculous!

I still haven't received any message from you about whether you received what you requested, and I don't see any intention on your part to resolve the issue.

Dear stellauk1,

We understand your frustration. We would like to formally inform you that we have communicated with the verification department regarding this matter.

They have confirmed that they have received your documents and will endeavor to complete the verification of your account at their earliest convenience. We will ensure to keep you updated on any progress.

We greatly appreciate your patience and cooperation in this matter.

Best regards,

SupaBet Casino team

It's absurd to ask for more patience from me after all this nightmare you forced me to live through. They should have resolved it as soon as they received it, not asked for more days!! It's been 28 days

Dear SupaBet Casino, is there a chance to speed up the verification process on your end, and let us know whether the documentation provided by the player has been sufficient? Thank you very much.

Dear stellauk1,

I hope this message finds you well.

We kindly request all the necessary documents to verify the eligibility of your account. You have provided some of the requested documents thus far, and we are pleased to inform you that the proof of ownership of your card has been successfully processed.

However, we require a proof of address from you, as the country you indicated during registration does not align with your credit card account.

Thank you for your attention to this matter.

Best regards,

Supabet Casino Team

Honorable Men,

Unfortunately, it is not possible for me to complete the identification process, as I live with my family and do not have the necessary documents in my name.

For this reason, I wish to permanently close my account, as I do not intend to use the platform again, especially after the inconsistency between your initial advertisement – ​​where you state that identification is not required – and the actual process.

The experience was extremely discouraging and tiring. I do not wish to take any further action.

Please proceed to delete my account immediately.

Dear stellauk1, does this mean you do not wish to continue with the verification process, want your account permanently closed and the balance to be voided?

I would like my money back! And the account to be canceled! I think since they advertise no verification needed, they should give me the money!

Dear stellauk1, I am unsure what you mean by "they advertise no verification needed". Can you send me a screenshot or any communication with such claim? As far as I am aware, payments must be verified due to the government-enforced AML procedures and there are only few truly anonymous crypto casinos out there.

As for the payment, the casino has to verify you are the rightful owner of the payment method in order to get you your money, as well as to confirm your identity. Unless you provide the required documents the casino representative mentioned in the previous post, I don't think the payment can be processed. Please, let me know if you are willing to continue with the verification process, otherwise there is not much I can do to help.

Dear stellauk1,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear stellauk1, any news regarding your issue?

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear stellauk1,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Matej