SupaBet Casino - Player’s account has been closed unexpectedly.

SupaBet closed my account without any information or provide any notice while I had $3000 CAD still in my account. When I go to live chat or support they just say it is the casino administrators decision without details...

I partly blame CasinoGuru as I joined the site and deposited because the safety Index score in Sofa was so high... I had 3-pending withdrawals all in the amount of $750 cad and they never paid + another $750 cad in cash.

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 does that, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

What types of games did you play at this casino? Were they slots, live casino games, or did you place bets on sports?

Did you accumulate your winnings with or without a bonus?

Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?

Have you made any successful withdrawals from this casino before?

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

Best regards

Veronika

I only placed sports bets. Made 2 deposits of $500 cad, totaling $1000 cad. Didn't used any of their bonuses including their Welcome Bonus and made my way up to $3000 cad. Then requested 3x withdrawals of $750 cad as this was their max withdrawal amount per transaction and I was allowed to do a max of 3-withdrawals until processed.

I waited for their 3-business day withdrawal period mentioned on their terms, didn't got paid... On the 6th business day I tried to login to review my withdrawal status and couldn't login with a note stating your account is under review. I was never asked for any kind of verification by email and within the verification section of my account it always said "your account did not require any verification enjoy our games" type of message. I was frequently checking the verification section within my account as I suspected that may cause the delay of 3-business day.

Anyhow when I couldn't login I reached out to live chat and asked what was going on and they said your account was closed by administrator without any further explanation. They didn't send me a notice of email etc. anything. Then I send an email to their support and same answer your account is closed without addressing what of the fact that they were confiscating my funds... Of course I didn't let go the situation as they have closed my account without any cause or explanation or notice... After talking with multiple live agents and sending couple of more emails to support, yesterday, on the 7th business day, they asked me to send verification documents, which I did. Haven't heard back since but I feel awful about the whole situation.

To be honest I do blame Casino Guru for giving them such a high safety index as Casino Guru used to be my point of reference (not after this...).

It has been a few days and I haven't heard back... Can u guys help?

Thank you for your patience throughout the complaint process.

Please understand that if your account has been blocked and you only placed bets on sports betting, the casino may have detected certain activity that led to this decision. Unfortunately, we don’t have enough expertise or access to tools that would allow us to properly evaluate disputes related to sports betting.

This means we wouldn’t be able to correctly interpret the results of the casino’s internal investigation or fairly assess the situation from both sides. Please know that we do not consider your complaint to be unjustified — we simply aren’t in a position to judge it appropriately.

We would genuinely like to assist you further, but given the circumstances, it is not possible at this time. With that, we are now forced to close this complaint.

We’re sorry we couldn’t help you resolve this issue, but please don’t hesitate to reach out to us in the future if you encounter any problems with this or any other casino. We’ll be more than happy to do our best to assist you.