The player from Germany, a Level 5 VIP at Supabet1, is facing an issue where €703.97 was marked as real money in his account after a lengthy session but later deleted due to an expired bonus. Despite providing proof and requesting correction, his VIP manager refuses to address the error.
SupaBet Casino - Player’s funds are confiscated after bonus expiration.
Opened
Current status
Waiting for Casino Guru to reply
5d 6h 47m 16s
SupaBet Casino
Safety Index 7.9 Above averageCase summary
Discussion
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2 months ago
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I am a Level 5 VIP player at Supabet1. On April 18, 2026, I deposited €95 and used the "CRM Global 55upto125Dep20" bonus. After an intensive session of over 19 hours, my balance was officially converted into real money by the system on April 19, 2026, at 7:24:54 PM.
Proof: My payment history shows the booking ID [ENTER YOUR ID HERE] for €703.97 with the status "Real Money".
Nevertheless, this amount was later deleted with the explanation that the bonus had expired. Since the system already showed the money as real money at the time of deletion, this is a technical error. Real money is not subject to bonus timers. My VIP manager refuses to correct the error, even though the booking ID confirms the real money status. I demand a refund of €703.97.
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2 months ago
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.
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2 months ago
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.
- Was the bonus you activated a casino bonus or a sports bonus?
- What games did you play while the bonus was active?
- Were you able to see any progress bar indicating how much of the wagering requirement had been completed?
- Did you receive any notification confirming that the bonus had been successfully wagered?
- Could you please send me a screenshot of your bonus history from your casino profile?
- Have you experienced similar issues with bonuses at this casino before?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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2 months ago
TranslationHello Veronika,
Thank you so much for your support. Here are the answers to your questions:
Bonus type: It was a casino bonus (CRM Global 55upto125Dep20).
Games: I played exclusively slots (mainly Pragmatic Play).
Progress indicator: Yes, the indicator was present. I played actively for over 19 hours until the indicator reached 100%.
Confirmation: Yes, the system has completed the conversion. The most important proof is my transaction history: There, the booking ID [934872609,934867105] for €703.97 is officially shown as "Real Money".
Screenshot: I am uploading the screenshot of the booking ID (real money status) as well as the official rejection I received last night from "Alejandro B." (Supabet Support).
Previous problems: No, I am a Level 5 VIP and have not had any technical problems of this kind so far.
Additional information: The casino rejected my request last night, stating that the "automatic system" is binding. They completely ignored the fact that the system had already credited the amount as real money before a faulty timer deleted it.
Best regards,
Stephan
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2 months ago
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That's completely illogical. Why would a Level 5 pro miss the decisive moment after 19 hours of hard work at the slot machine? The booking ID shows that the goal was achieved. The casino's claim defies all player logic.
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2 months ago
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"Here's an update: My VIP manager has just completely cut off communication with me on Telegram and told me not to contact him again after I gave him the CasinoGuru complaint ID. Instead of resolving the technical error (real money ID), I'm now being blocked and referred to an anonymous support team."
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2 months ago
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"Update: I just received a reply from support to my email. Instead of addressing the technical error and the booking ID, my complaint was completely ignored, and I was offered a deposit bonus instead. This proves once again that the internal support is unwilling to seriously investigate the case."
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2 months ago
Translation"Hello Veronika,
A quick update from me: My account balance is still €0.00. The casino continues to completely ignore my technical evidence (booking ID [YOUR ID]).
Instead, last night (as you can see in the screenshot above), support only offered me 50 free spins for a new deposit. With a disputed amount of over €700 in real money, this is absolutely unacceptable and shows that the casino is not interested in a fair resolution.
I therefore respectfully request that you officially ask the casino for a statement, as the internal channels (VIP manager and support) have clearly failed. As a Level 5 VIP, I expect a fair resolution to this technical error.
Thank you for your efforts!"
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2 months ago
TranslationIt seems that talking about you and getting what's rightfully mine is pointless. It's simply infuriating that the casino keeps stringing me along, giving me ridiculous excuses that have absolutely nothing to do with the issue, and then blocking me with a VIP manager who runs out of arguments. It's just outrageous and awful. Everything takes forever and seems to have no effect whatsoever; even public criticism, which is completely justified, leads nowhere except to further annoy me. The fact that they're actually trying to claim I'm letting €1300 of credit expire is ridiculous, and it's perfectly clear that those €703 in real money were credited and then not again. There's no explanation or excuse for that.
It's a real shame that nothing has happened or come from you in 2 days.
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2 months ago
Translation"Hello Veronika, it is now Friday midday and I have not yet received any response – neither from the casino nor a confirmation here on the portal."
Over 40 hours have passed since the outrageous email from support (50 free spins instead of €700 real money). The technical facts, verified by the booking ID [YOUR ID], are clear. I urge you to officially set the status to 'Waiting for Casino' now so that the case receives the necessary attention from casino management before the weekend. As a loyal VIP player, I feel completely let down.
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2 months ago
Translation"Hi Veronika, it's Friday evening now. I've provided all the technical evidence for the booking ID [YOUR ID]. For over 48 hours, there's been no response from the casino, apart from an outrageous email with free spins. The fact that the status here still isn't 'Waiting for the casino' is completely incomprehensible to me as a Level 5 VIP. I expect this portal to take its role as a mediator seriously and officially confront the casino immediately."
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2 months ago
Translation"Since no progress is being made here, I will also open the case with AskGamblers and the licensing authority on Monday. I had hoped that CasinoGuru would handle technical errors more competently."
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2 months ago
Thank you for the additional information, and I sincerely apologize for the delay in responding. We are currently managing over 1300 active complaints. While we strive to reply as quickly as possible, it is not always feasible to address all messages immediately. We have a 7-day response window for each complaint and will always get back to you as soon as we can. We appreciate your patience and understanding.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Samuel (samuel.s@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,
Veronika
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2 months ago
Dear Stephan1983,
It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.
If there are any updates or new details since your last message, please share them with me.
As part of our standard procedure, I’m also inviting a representative from SupaBet Casino to join this conversation. Their input should help us move the case forward more efficiently.
Dear SupaBet Casino,
Please provide detailed information regarding the player’s issue, specifically the exact reasons why the winnings were confiscated, including any alleged rule violations or relevant terms and conditions.
Thank you for your cooperation and a timely response.
Best regards,
Samuel
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2 months ago
Translation"Hello Samuel, thank you for your support. There are no new details, except that the casino remains silent and my VIP manager has blocked me on all channels. I would like to reiterate that the booking ID clearly shows the status 'Real Money'. I look forward to the casino's statement and hope for a prompt credit of the €703.97."
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2 months ago
TranslationOkay, guys. This is absolutely unacceptable. I've been chasing after my money for three weekends now, and nothing's happened. No one from the casino has even said anything, and there's been no meaningful response from you. You guys handle every little thing, but the people who were actually unfairly and badly cheated out of their money seem to have to wait forever. It's incredibly frustrating, I have to say, and I'm starting to lose my patience. First, Veronika didn't seem to care or even bother to do anything for ten days, and now it looks like it's continuing the same way.
My patience has definitely run out. And what I forgot to mention is that I've tried several times via chat and email to get a detailed breakdown of my transactions from supabet1.com to prove that I easily met the 10x turnover requirement. This was simply ignored.
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2 months ago
TranslationUpdate from just now
Good morning Steephaan brother!!💎💰🎰
Welcome back to the VIP area, bro! 🔥💸
This is where you belong – I'm so glad you're back. 😊
I've sent you an email with a new cashback offer and a bonus – both are ready for you. 💪🍀
Keep at it – with your activity you'll soon be back at level 5! 💎✨
Good luck, my dear – I'm sure the big wins are coming now. 🤑🙌
Just let me know if you need anything else. 🔥
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2 months ago
TranslationMy answer
I would much prefer it if it were finally clarified where my real money went, because I maintain that I fulfilled the bonus requirements. How incompetent do you think I am if I know that the bonus is expiring, then I stop and let €1300 simply vanish?! I tried several times to get my wagering requirements met through you. I had a €56 bonus with a 10x wagering requirement, and I spent over 19 hours playing. Even with high stakes, it's absolutely impossible that the wagering requirement wasn't met. And I remain extremely dissatisfied, annoyed, and utterly speechless that you're abandoning your valued and loyal players like this. I'll show you again... then you tell me I'm wrong...
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2 months ago
Hello everyone,
Dear Stephan1983,
I understand your frustration, especially given the lack of clear communication from the casino so far. However, at this stage, we still need to wait for the casino’s official statement in this complaint thread so we can properly assess the situation.
Dear SupaBet Casino,
we kindly ask you to respond to this complaint and provide a detailed explanation regarding the player’s claims, including a full breakdown of the player’s gameplay, wagering progress, and the exact reason why the winnings were not credited.
Thank you both for your cooperation.
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2 months ago
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Is this some kind of joke or an attempted bribe?! Or even an admission of guilt?! Hmm 🤔 Samuel, I hope you believe me now that I'm not a beginner, not a braggart, not a liar. A €56 bonus played x10 on 1300, but the maximum x10 limit was reached... Generating that turnover was child's play.
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2 months ago
TranslationOne more technical note for Samuel: My account was manually demoted from level 5 to level 1. Every experienced player knows that you never organically lose four VIP levels at once. This was a deliberate punitive measure by the casino because I insisted on my rights. The fact that Alejandro greeted me this morning via Telegram as 'back in the VIP area', while my account is at level 1, exposes his messages as pure deception.
He also thought it was a blast 🧨 probably because I was too rebellious about my real money.
Normally, you should report this to the casino or the authorities so that these "VIP managers" can be taken out of circulation. I've complained about him more than once, but apparently I haven't been able to get through to the people who have any authority.
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2 months ago
TranslationUpdate on my case:
I would like to supplement the case with crucial evidence that proves deliberate manipulation by the provider:
Proof of time manipulation: I have attached a screenshot from April 19th at 3:33 PM. At that time, my balance of €1,300 was still fully active and playable. This refutes the casino's claim that the bonus expired after 24 hours (i.e., in the morning).
Manual status change: The provider retroactively changed the status in my account history. Initially, it stated "expired," but now it has been manually changed to "completed." I interpret this as a clear admission of guilt, especially after informing the authorities.
Withdrawal fraud: Although the system shows "processed" and my account balance has been zeroed, there is no entry in the official withdrawal list. My payment provider, Revolut, also confirms that no payment is present in their system.
Neither the bonus period was correctly observed, nor was a genuine withdrawal initiated. I request that the Guru team ask the provider to submit proof of the transaction.
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2 months ago
TranslationSo, how much proof do you have to provide that this simply isn't true? How much patience do you need? How much right do you have to have before someone has enough power, before someone has the right connections to the right people behind the scenes? How long do you have to chase after your money, which you won and processed absolutely fairly and in accordance with all the terms and conditions? It's truly sad that this is becoming increasingly clear and obvious, yet nothing is being done. Support is stonewalling, just like my VIP manager, who had temporarily disappeared and then suddenly reappeared when I went public with this case as promised! Why is the top management completely uninterested in these VIP management methods that penalize incredibly loyal customers from VIP Level 5 to Level 1 if the player dares to ask a little more forcefully about their winnings?
I simply cannot comprehend this procedure and cannot understand why it all takes three weeks, which is quite obvious – either deliberate manipulation or ignoring the facts. I think you, as the Casino Guru team, should have the right contacts at the casinos, people who don't just respond with boilerplate text, make fools of you with excuses, and who are actually authorized to make decisions. I'm starting to seriously believe that most of the email correspondence isn't even reaching the shareholders/department heads and is being deliberately withheld by the so-called support staff. I'm at a loss for words. Every single complaint I've rightfully filed has, at best, been answered by support with absurd and incoherent statements that were sometimes completely irrelevant.
If you don't have enough authority, then I don't know what else can be done.
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2 months ago
TranslationSamuel, we're no longer talking about bonus terms. By unjustifiably deducting €1,300 from my balance, you deliberately deprived me of the ability to work with my capital for three weeks. Since I never requested a withdrawal, this constitutes a massive infringement on my property rights.
Together with the documented manipulation of the status (changing from 'expired' to 'executed'), this is a process of utmost interest not only to Casino Guru, but especially to the licensing authorities and from a criminal law perspective. I propose we immediately end this deliberate attempt at fraud by crediting the €1,300 and downgrading to Level 5 before this case is finally referred to the regulatory authority.
This should be of direct interest to you as a forum: to consider a rating, to give the authorities a tip, and above all, to also pass this information on to the shareholders.
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2 months ago
TranslationSubject: Irrevocable Ultimatum – End of patience in this case -
Hello Samuel,
To put it simply: My patience has run out. You've had more than enough time to objectively examine the facts. Instead of a solution, all you've received from your VIP management are lies, excuses, and documented system manipulation (changing the status from "expired" to "completed").
I am no longer willing to wait even another hour or discuss "room for maneuver." For me, there is only one acceptable solution to stop the public case on Casino Guru and the reports to the licensing authorities:
Credit of €1,300 in real money (as compensation for the manipulation and the 3-week blocking of my capital).
Immediate demotion to VIP level 5.
Any response that does not confirm these two points will be considered a final failure on your part. In that case, I will not write any further emails, but will instead have Casino Guru close the case with a negative arbitration ruling for fraud and data falsification, and have the licensing authorities review the criminal relevance.
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2 months ago
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Update Sunday 6:33 PM..!!
The 6:33 PM turning point: The fact that this is happening right now shows that your ultimatum and the email to management have triggered panic. They are desperately trying to manipulate the situation to find an excuse for Guru – but they are becoming increasingly entangled in contradictions.
Samuel Sawyer, the madness continues: The provider has changed the status AGAIN from 'completed' back to 'expired'. This is the ultimate proof of manual manipulation of my data. There is no system in the world that makes such status jumps. I demand immediate arbitration for data falsification. Screenshot evidence:
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Photo taken yesterday at 11:43 AM. No system automatically overwrites itself; this can only be done manually.
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TranslationUpdate Sunday 7:06 PM
VIP Manager's reply…
Good evening 💸🎰⚡️
I have reviewed the case again.
From my perspective and based on the system data, there is no error – the bonus was not fully wagered, therefore no payout. 🙏
I understand his frustration, but I can't make any changes.
Should he still wish for an official review, he can contact support or the licensing authority. 📧
I still wish you a peaceful evening. 💪🍀✨🙌💰🔥
*To Samuel Sawyer…!!!!!!!!!*
"This is the VIP manager's response: He claims there was no system error, but completely ignores my proof from 3:33 PM and doesn't explain why the status was manually changed to 'completed' if the bonus supposedly hadn't been used. The fact that he also demoted me to Level 1 demonstrates the personal harassment. Since the provider is clearly spreading lies and ignoring evidence, I now demand that Samuel Sawyer make a final decision in this case and prepare the ace (the provider report)."
They lie 🤥 & cheat, suddenly pretending to be clueless 🤥🤥🤥🤥 It's absolutely impossible & ridiculous if the bonus is valid for 24 hours & was integrated into the system on 18.04.2026 at 06:56, but I played with my entire balance of 1328.98 Euro 💶 ID 384089409473 until 15:32:22 on 19.04.2026.
Then this seemingly perfect and flawless system disregards its own 24-hour rule, or the turnover requirement of 52.25 euros (x10) = 525 euros was met, which is guaranteed after more than 19 hours of playtime... Deposit via Revolut...
Look at the time. So it is technically impossible for the bonus of €1328.98 to be playable from 06:55:00 on April 18, 2026 to 15:33:22 on April 19, 2026, if the 24-hour rule had not been met.
They twist and turn it to suit their needs, lie through their teeth 🤥, and ignore objective evidence like photos and screenshots with the exact date and time. It defies all logic when the system ignores its own rules because, based on the times, it's impossible. The 24 hours expired on April 19, 2026, at precisely 6:56:00 AM, so the 10x turnover requirement could only have been met if I continued playing with my full balance of €1328.98 until 3:32:22 PM!
As I said, the ultimatum I set wasn't a loving request 🙏, but the absolute last chance to resolve this matter without further escalation and unforeseeable financial damage. Instead, I'm being mocked with such utter audacity as this message... As if the VIP manager, who suddenly reappeared when it became clear that my actions weren't a bluff or a joke, knew that I had backed up every word I said.
I described everything authentically, plausibly & transparently, supported by evidence pictures & messages from the casino, I have been discussing my real money for more than 3 weeks & then I receive such a message on Sunday evening.
What do I have to do to finally get you to react, take action, and force the casino to respond? Everything I'm saying is true, and for three weeks I've been systematically strung along, treated like an idiot, and demoted from VIP Level 5 to Level 1, just because I didn't back down or give up. This needs to be reported to the superiors of this VIP manager. These are Wild West tactics and have absolutely nothing to do with fairness or professional management for top clients.
A solution must be found, and that solution can only be a full credit to my balance and my VIP level. Anything else is simply unacceptable.
Surely there must be someone in this casino who's higher up in the hierarchy than this idiot VIP manager and can give me my money back. I did absolutely nothing wrong or unfair. No matter which email address I used to complain, no matter how often I asked to speak to a supervisor, everything always went as far as this guy 💁♂️ and nowhere else.
Just read 📖 he calls me bro & brother, he babbles about fairness & then makes my balance disappear 🫠 blocks me on Telegram, unblocks me, gives me money to stifle this matter!!!!
Samuel, please finally address this matter. I can't provide any more evidence. I've requested my night's earnings 25 times myself, and everything has been ignored. There's no chance of getting anywhere 🙅♂️, for one simple reason: because it's my money. This is practically theft, fraud, and embezzlement, and from the casino's perspective, it makes absolutely no sense why they're behaving so badly and stubbornly when I haven't done anything wrong. I can't provide any more information, facts, screenshots, photos, chat logs, or emails from the VIP manager to prove it.
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2 months ago
TranslationSamuel, look at this: This is today's message from the VIP manager. He's calling me 'brother' again, admits I'm no longer Level 5 ('soon to be Level 5 again'), and tries to lure me with new bonus offers, while my €1,300 from the fraud case continues to be embezzled.
This proves it: He knows he's in the wrong. He's trying to "buy" me into withdrawing my complaint. I demand that Casino Guru consider this manipulative behavior an admission of guilt. I don't want new bonuses; I want my hard-earned money and my rightful level back!
‼️‼️‼️‼️‼️‼️And in addition to my previous message: I demand that Casino Guru request the complete turnover logs for April 19th from the provider. Since the casino is refusing to release them to me, this constitutes a clear obstruction of justice. Furthermore, the casino must explain how the status "Completed" is achieved when they simultaneously claim the bonus has not been wagered. This is the technical proof of fraud.
Samuel, I have done my duty as a player: I earned the revenue fairly and documented the fraud completely with screenshots (3:33 PM).
From now on, I will no longer comment on any further "offers" or chummy "brother" messages from the casino. This is pure stalling tactics. I now expect Casino Guru to make a decisive statement: Either the provider submits the revenue logs and technical proof of the "executed" status, or the case will be closed with an unfavorable arbitration ruling due to data manipulation.
I am prepared to take this case to the highest court and report it to the game providers' compliance departments. The window of opportunity for a peaceful resolution through the crediting of my €1,300 and the restoration of level 5 is now closing.
I await your decision…‼️‼️‼️‼️‼️‼️‼️‼️‼️ which can only be: credit the player back his real money and give him back his old VIP level……….
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2 months ago
TranslationFINAL SETTLEMENT OFFER - User ID 104595201 - Deadline 7:00 p.m. CET
To the Management / Compliance Department, Attn: Alex / Samuel Sawyer / Petronela
I am contacting you today one last time to try to reach an amicable, out-of-court settlement. My goal is a fair resolution to this case before the external measures already taken become irreversible.
1. The basis of the claim (overwhelming burden of proof):
Written acknowledgment: I have received written confirmation from ALEX regarding the manual cancellation of my credit balance. A technical system error is ruled out.
Documentation by Casino Guru: The case is already being officially investigated by Samuel Sawyer and Petronela (Casino Guru). The timestamps (3:33 PM) undoubtedly prove deliberate manipulation in violation of their terms and conditions.
VIP status: With a generated revenue of EUR 80,000 (Level 5), my claim to fairness is inviolable.
2. My proposal for immediate resolution (valid until today, 7:00 PM): I offer to close the case quietly today and mark the complaint as "resolved" at Casino Guru, provided the following points are met by 7:00 PM:
€3,000 cash credit: Lump sum compensation for the withheld €2,028.98, the significant time expenditure, and lost gaming opportunities. NOT A CENT LESS.
VIP Level 5 restoration: Immediate reactivation of my status. NO LEVEL BELOW.
Compensation package: 2x 25% cashback as well as the bonus scale (200%, 150%, 100% up to 1,000 EUR each).
Consequences of missing the deadline (7:01 PM): If this offer is not accepted, the next escalation stage will follow:
Provider escalation: Report to the compliance departments of PRAGMATIC PLAY and EVOLUTION GAMING.
Regulatory notification: Formal complaint to the licensing authority (MGA/Curacao).
Legal representation: Handover to law firms on a contingency fee basis. All legal and court fees are your responsibility.
Stephan Zybura
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2 months ago
To the Management / Compliance DepartmentAttn: Alex / Samuel Sawyer / Petronela
I am contacting you one final time to reach a mutually acceptable out-of-court settlement. My goal is a fair resolution before the prepared external measures become irreversible.
1.Basis of the Claim (Undisputable Evidence):
Written Admission: There is written confirmation from ALEX regarding the manual voiding of my balance. A technical system error is therefore ruled out.
Casino Guru Documentation: The case is already under official review by SAMUEL SAWYER and PETRONELA (Casino Guru). Timestamps (15:33) clearly prove targeted manipulation contrary to your T&Cs.
VIP Status: With a generated turnover of 80,000 EUR (Level 5), my claim for fair treatment is undisputable
My Proposal for Immediate Settlement (Valid until 19:00 CET):I offer to close this case silently today and mark the complaint at Casino Guru as "resolved," provided the following points are met by 19:00 CET:
3,000 EUR Cash Credit: Lump-sum compensation for the withheld 2.028,98 EUR and the significant time investment. NOT A CENT LESS.
Restoration of VIP Level 5: Immediate reactivation of my original status. NO LEVEL BELOW.
Goodwill Package: 2x 25% Cashback and the bonus tiers (200%, 150%, 100% up to 1,000 EUR each).
Consequences of Further Escalation (19:01 CET):
Provider Escalation: Reporting the matter to the compliance departments of PRAGMATIC PLAY and EVOLUTION GAMING.
Regulatory Action: Formal complaint to the licensing authority (MGA/Curacao).
Legal Representation: Handing the case over to specialized law firms. Your company will be liable for all LEGAL AND COURT FEES.
Stephan Zybura
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2 months ago
Translation"Update 12:15 PM: VIP manager Alex has just blocked me for the second time, after confirming receipt of my dossier. He is thus shirking responsibility for his written confession of manual manipulation. The casino is refusing any professional dialogue. My ultimatum of 7:00 PM remains in effect."
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2 months ago
TranslationImportant notice to Samuel Sawyer: There are massive contradictions in the casino's communication. While official support writes that my account is currently being 'investigated,' VIP manager Alex simultaneously claims on Telegram that the account has already been 'closed' in an attempt to end communication. These conflicting statements demonstrate the lack of professionalism and the deliberate misinformation I am being subjected to. It reinforces the suspicion of manual manipulation by individuals within management.
Clarification for Samuel Sawyer and Petronela: The VIP manager involved is Alex Bianchi. Mr. Bianchi has admitted the manual manipulation in writing. Given the conflicting statements – Mr. Bianchi claims the account was closed, while support speaks of an 'investigation' – I demand immediate clarification from management by 7:00 PM. The evidence against Mr. Bianchi is irrefutable.
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2 months ago
Official update for Samuel Sawyer: I have received a support ticket confirmation (Ref: #[Nummer]) from the general support, confirming receipt of my settlement offer. However, the VIP department under Alex Bianchi is currently remaining silent and has blocked direct communication channels. I am sticking to my 19:00 CET deadline before proceeding with the provider escalation.
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2 months ago
Dear Stephan1983,
We would like to kindly inform you that our team is reviewing your report and we'll return to you shortly with a clear update.
We truly appreciate your patience and understanding.
Kind Regards,
SupaBet Casino Team
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2 months ago
TranslationUpdate
Jana - Ida (Supabet)
5 May 2026, 14:34 EEST
Hi Stephan,
I have just closed your account as requested, effective immediately. Your complaint has already been forwarded to the relevant department, which will now thoroughly review the entire matter.
You will receive detailed feedback from us directly via email as soon as possible.
"Your safety is our top priority – we take your concerns seriously and will get back to you."
I wish you all the best for the future and much strength to clarify your situation.
Warm regards
Jana - Ida
VIP Team ❤️⭐
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2 months ago
TranslationDirect answer:
Important notice for Samuel Sawyer: The VIP team (Jana-Ida) is falsely claiming that I requested account closure. This is a blatant lie. I submitted a settlement offer including the restoration of my status. The casino is now attempting to close the account unilaterally to evade responsibility for the manipulation by Alex Bianchi. I stand by my ultimatum of 7:00 PM!
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2 months ago
TranslationUpdate 4:33 PM
The casino (Jana-Ida) is trying to distract from the core issue with sweeping generalizations. Not a single point in my dossier – especially the written confession of manipulation – has been refuted. This confirms my demand. The deadline is approaching.
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2 months ago
TranslationImportant update for Samuel Sawyer: The casino's credibility is completely destroyed. My account was already blocked yesterday afternoon under the pretext of a 'turnover audit'. Today, however, I'm receiving conflicting messages from the VIP team, some speaking of an 'intensive review' (Jana-Ida) and others claiming the account has been closed (Alex Bianchi). This deliberate delay and account blocking is solely intended to silence me after I've been confronted with the evidence of manipulation. The casino isn't buying time; it's losing all credibility.
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The evidence has been under review for two weeks.
***21.04.2026***‼️‼️‼️‼️‼️‼️‼️‼️
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Alejandro Bianchi (Supabet)
April 21, 2026, 7:35 PM CEST
Hi Stephan 👋,
Thank you so much for your patience during processing. ⏳
We have now received final feedback from the relevant department. After a thorough review of your game history, the underlying facts, and your specific request, we regret to inform you that your application has been rejected. 💬
We know this news may be disappointing, and we want to assure you that every request is reviewed with the utmost care and according to strict guidelines. 📋✨
Should you have any further questions or wish to submit a new, clearly defined request, please feel free to contact us at any time. We are still here for you! 💬 🤝
We wish you continued enjoyment and success while playing 🎰🍀 and would like to encourage you to regularly check our on-site offers – you'll always find attractive and exclusive promotions there! 🔥🎁
Best regards,
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2 months ago
TranslationUpdate at 5:20 PM
Further proof of the casino's arbitrary actions: While my account is officially 'blocked' and 'under investigation' (Jana-Ida's email), the VIP system continues to send me exclusive bonus offers. This proves that the account block has no factual basis but is pure harassment to prevent me from pursuing the fraud case. The casino is also massively violating responsible gambling regulations.
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The email...
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2 months ago
TranslationUpdate 5:26 PM
To Samuel Sawyer: I see that the system has extended the countdown. However, I would like to explicitly point out that the casino has been using identical delaying tactics since April 20th, and the current 'review' is simply a continuation of this harassment. My settlement offer and my deadline for provider escalation remain at 7:00 PM CET today. I will not wait another 7 days for a 'review' that has already been running for 3 weeks without result.
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2 months ago
TranslationUrgent appeal to Samuel Sawyer:
I demand that the casino finally provide facts instead of empty phrases. My account has been blocked for 24 hours due to an alleged 'sales audit' – yet not a single piece of evidence of any wrongdoing on my part has been presented. Why? Because there isn't any.‼️‼️‼️‼️‼️‼️‼️‼️‼️‼️‼️‼️‼️
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2 months ago
Gerechtigkeit ist eine Frage der Entscheidung | User-ID: 104595201
Jana-Ida,
Do you see any reason in this matter to suggest that I would simply shrug this off in frustration? When I am holding a Royal Flush, it is obvious that you don't even have a pair to offer. Everyone at the table sees what you are playing—and I see it most clearly of all.
In my professional life, I am a leader. In my world, one never announces something they are not prepared to execute with absolute consistency. The silent settlement I offered you this morning is your final opportunityto exit this dilemma quietly and avoid any further escalation.
I am a gambler. I am not afraid to fail. Today, I am going 'All-in' to prove that I will establish justice—no matter the cost.
You have exactly 60 minutes left. At 19:00, the window for diplomacy closes. At 19:01, the pursuit of justice begins through providers and authorities.
take the chance…..‼️‼️‼️‼️‼️‼️
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2 months ago
TranslationJana-Ida,
This is the last message before my deadline expires at 7:00 PM CET.
Let me be clear about one thing: My offer of €3,000 is not about 'getting rich'. It's simply the return of what you stole from me. I want justice, not a large sum of cash. Compared to what a court would award in these demonstrably serious cases of manipulation and theft against a VIP client, my offer is more than humane.
You have made a serious mistake – and your own manager has stated in writing that I am right and that he is sorry.
A court won't let it stop at €3,000, and the authorities don't offer any guarantees either. If you think I'm bluffing, you're underestimating my resolve as a leader.
In exactly 15 minutes, the diplomacy ends. At 7:01 p.m., the reports will be irrevocably sent to the providers' compliance departments. This is your last chance to extinguish this conflagration for €3,000.
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2 months ago
TranslationTo: vip@supabet.com , support@supabet.com , complaints@supabet.comz Attn: Jana-Ida / Management Subject: FINAL NOTICE: 15 minutes until escalation | User ID: 104595201
Make one thing clear to yourself:
My offer of €3,000 is not an attempt to rip you off. It is simply the return of what you stole from me.
I want justice, not a big cash prize. My offer is more than humane compared to what a court would award in these demonstrably serious cases of manipulation and theft against a VIP client.
You have made a serious mistake – and your own manager has stated in writing that I am right and that he is sorry.
A court won't let it stop at €3,000, and the authorities aren't offering any guarantees either. If you think I'm bluffing, you're underestimating my resolve as a leader. In exactly 15 minutes, the diplomacy ends.
At 7:01 PM, the reports will be irrevocably sent to the providers' compliance departments. This is your last chance to extinguish this conflagration for €3,000.
Take Your Chance
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2 months ago
TranslationAs promised, here is the context, with visual evidence, showing the first instance of over 700 euros being swindled, stolen, and robbed – read it verbatim!
If you want to remain credible, I will force YOU to severely punish these methods!
There can be no two opinions, Stephan.
PS: I want and will force and obtain a judgment. Any mediation process can only lead to the conclusion that this is not an isolated incident, that this is happening systematically. Over €2,000 was confiscated from me completely without reason, without anyone from the casino having to explain, justify, or take responsibility. Quite apart from the fact that it is morally reprehensible, this costs energy, time, and an incredible amount of nerves. Guru can only reach the unequivocal conclusion that my account was restricted under false pretenses and later closed, according to the email.
Without me actively requesting it, without being asked. That means they're not just withholding my real money anymore, now they're daring to actively block my VIP5 benefits because I'm not accepting everything without complaint...????
Urgent and decisive action is needed to prevent this from likely affecting a great many beginners and casual players who lack the knowledge, experience, perseverance, courage, and bravery to take on the big casino and assert their rights without fear of these embarrassing and tactically unwise games. I now have enough evidence to feel compelled to report these fraudulent practices to the providers this very evening and have them investigated! The casino has been refusing to release my winnings since April 19, 2026, in violation of all fair play. This information should be provided promptly and without further inquiry upon request. This underscores the naked fear of those involved of being exposed, which they already are, even if they don't believe the executioner has already been summoned...
The predicted escalation is about to begin!
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2 months ago
Translation"I just received a message from 'Salvo'. It's telling that the casino wishes me a 'nice day' via email, while:"
My account remains unlawfully blocked.
My VIP status Level 5 (80k revenue) was revoked as an act of revenge.
The lie about my alleged request to close the account has not yet been retracted.
I interpret this email as another attempt to delay the proceedings. Since Salvo has confirmed they are reviewing the case, I now demand an answer regarding the facts: Why was the balance manually deleted despite the mathematically proven 33-hour session? And how do you explain Alex Bianchi's written confession to match-fixing?
I'm not waiting for any more standard emails. If the €2,028 credit isn't received by this evening, the reports will be irrevocably sent to the providers.
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Translationift: MATHEMATICAL LIVE PROOF – STATUS REPORT (Case ID: 104595201)
"To the Casino Guru (@Petronela) team,
To definitively prove the absurdity of Supabet's (NovaForge Ltd) claims, I provided an empirical live counter-proof this morning under identical conditions (100 € starting capital).
The live fact check (as of Friday, 06:53):
Playing time: 16 hours
Revenue generated: €6,000.00
Current account balance: €1,700.00
The mathematical annihilation of the Supabet version:
The casino claims that in 33 hours (twice the time!) I failed to achieve a ridiculous turnover of only €520.00.
The raw numbers prove my actual player profile: With my proven playing speed of approximately €375 turnover per hour, I complete the turnover required by Supabet in under 90 minutes.
This data proves beyond doubt: The deletion of my €1,328 was not a technical error, but deliberate theft. The account suspension is nothing more than a desperate attempt to prevent access to the match logs and to cover up the documented betting fraud (a written confession from manager Alex Bianchi exists).
Status:
I have given the casino a final ultimatum until 2 PM today to pay the €3,000 (winnings + compensation for 3 weeks of harassment/betting fraud). If there is no response, the licensing authority (Anjouan) will be presented with the full case file on Monday.
I have provided the facts –
"The casino only has lies. The clock is ticking."
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2 months ago
Dear Stephan1983,
After a careful review of referred bonus CRM_Global_55upto125 Dep20 24h wag40 max10x we would like to kindly confirm that was correctly settled. The bonus was active from 25.04.2026, 2:20 to 28.04.2026 2:20.
In this timeframe bonus wager needs to be completed and the max release will be credited.
If you have any additional questions, don't hesitate to contact us.
Kind Regards,
SupaBet Casino Team
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2 months ago
TranslationSupaBet scam vs. Your reality
Your "lying email" – Your reality (facts)
Proof of fraud: Date: 25.04. – 28.04. 18.04. – 19.04.
Complete disconnect from reality. They sent you a statement for the wrong week. This proves they don't have real logs and are just making something up. Start time: Friday, 2:20 AM; Saturday, 6:55 AM. You only deposited on Saturday. Anyone claiming the bonus started on Friday is committing forgery. Wager: 40 (x40) x10 (€520). Subsequent change. And even at x40 (€2,080), at your speed (€400/hour), you would have only needed 5 hours. Limit: max 10 x (€520). €1,328 real money. Your screenshot from Sunday (April 19th), 3:33 PM proves: There was no limit; otherwise, the software would have automatically capped it at €520. Duration: 72 hours; 24 hours. Own goal: If they claim you had 72 hours, why did they delete your money after 33 hours on Sunday?
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2 months ago
TranslationTo the SupaBet team,
Are you completely drunk or on hard drugs?
Are you sending me an invoice for April 25th to April 28th?
My case relates to the weekend of April 18th to 19th!
Do you even notice anything anymore?
They falsified the date (Saturday deposit, not Friday).
They falsify the wager (x10, not x40).
They are sending data for the completely wrong week.
Most importantly: If the bonus is valid for 72 hours according to your email, why did you steal my money after only 33 hours (Sunday, 3:33 PM)?
This email is the final proof for the authorities that you are falsifying session logs and have lost track of your own lies.
Today, I turned €100 into over €3,500 at a competitor's site and surpassed their x35 revenue target in 16 hours. Your claim that I can't generate €520 in 33 hours is mathematically nonsensical.
See you at the authorities on Monday. Until then, please send me your dealer's address so I can understand how someone could write such nonsense.
Stephan Zybura"
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2 months ago
TranslationHello Petronela, hello team,
I have to seriously wonder how long Casino Guru intends to tolerate this farcical charade by SupaBet before this case is closed as "unresolved – Casino at fault".
It is physically impossible to tell more lies and contradictions.
SupaBet just sent me an email that has completely lost any basis in reality:
DATA FRAUD: They sent me a statement for the wrong week (April 25th to 28th). My case concerns the weekend of April 18th to 19th. They don't even know when they deleted my money.
TIME TRAVEL: They claim the bonus started on Friday. My bank statement proves: The deposit wasn't made until Saturday at 6:55 a.m. A bonus before the deposit? That's deliberate document forgery.
LOGIC FAIL: They now claim in writing that the bonus was valid for 72 hours (until Tuesday). Why was my money then deleted on Sunday after 33 hours and my account blocked? This is a written confession of robbery!
WAGER MANIPULATION: Suddenly, a "wag40" appears in the code. I started with x10. But even x40 would have taken me 5 hours to complete with my current skill level.
THE "IDA LIE": The casino still claims a "request closure," but at the same time sends me VIP offers for €20,000 cashback. That's the height of absurdity.
My proof of playing strength (live from today):
To finally bury the claim "turnover target not met": Today at another casino, I generated over €3,500 in cash from €100, made over €22,000 in turnover in under 20 hours, and have already been paid out.
Question for Casino Guru:
When will this finally be stopped? The casino is falsifying data, contradicting itself in every email, and suppressing evidence by illegally blocking accounts. I have proven everything mathematically and with photos (€1,328 real money balance as of Sunday at 3:33 PM).
How long can SupaBet continue to lie before there are consequences?
This is unbelievable…
Stephan
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2 months ago
Hello everyone,
Dear Stephan1983,
I understand that this situation has been very frustrating for you and I acknowledge that you have provided a large amount of screenshots, explanations, and supporting material regarding your concerns about the bonus handling, account status changes, and communication from the casino.
At the same time, I would kindly ask you to keep future updates focused strictly on relevant facts, evidence, and new developments directly connected to the complaint itself. Please understand that this complaint thread is not a live support channel, and repeated escalation messages, ultimatums, accusations, or multiple consecutive posts do not help move the investigation forward more efficiently.
For the moment, the key point remains obtaining a clear and verifiable explanation from the casino regarding:
- the exact bonus conditions applied,
- the wagering calculation and completion status,
- the timeline of the balance removal,
- and the status/account changes reflected in your screenshots.
Dear SupaBet Casino,
thank you for your latest response. However, the information provided so far remains insufficient and partially inconsistent with the materials shared by the player.
In particular, I need you to clarify:
- the exact bonus tied to the disputed balance,
- the correct timeline of activation and expiration,
- the applicable wagering requirement and maximum cashout rules,
- and whether the previously referenced dates and bonus identifiers were sent in error.
Please also provide a detailed gameplay and wagering log related specifically to the disputed session so the case can be reviewed objectively.
At this stage, general statements alone will not be enough to properly assess the complaint.
I will now wait for the casino’s clarification and supporting evidence so we can continue the review in a constructive and fact-based manner.
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2 months ago
TranslationOkay! Then I'm explicitly requesting once again that someone please look into this and investigate it, because it involves distorted facts, deliberate lies, and a completely absurd account closure! I'm truly sorry, this isn't just frustrating, it's an absolute disgrace, and you've been watching for three weeks as they squander my money...!!!! I'm genuinely wondering how much objective, irrefutable evidence you need to provide to prove that what the other side is saying is bullshit! What's more, this isn't the first time this wannabe VIP has actively manipulated my account.
This is all taking too long for me, these games are simply embarrassing, and I really can't understand how anyone can assume this represents high quality and security…!!!!!!
It really cost me nerves and time to debunk all these deliberately spread false claims! It's astonishing that no one has finally intervened.
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2 months ago
Translation
If the bonus is valid for 3 days, then great, give me my money back...
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2 months ago
Dear Samuel,
Kindly be informed that our team is reviewing your request and once we receive an update, we'll get back to you soon.
Thank you for your cooperation.
Kind Regards,
SupaBet Casino Team
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2 months ago
TranslationA brief response to this nonsense!
They informed me four weeks ago that their investigation hadn't revealed anything amiss, and I believe they repeated these standard phrases two weeks ago and again a week ago. As far as I know, it can be proven within minutes what exactly went wrong. How long are you going to keep playing these games before someone says, "This simply isn't acceptable," and starts the countdown all over again? I've already forwarded you these emails.
It's unbelievable that a top customer would be ignored like that.
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2 months ago
TranslationVery funny, with my account being blocked for no reason!
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2 months ago
Hello everyone,
thank you for the update.
Dear SupaBet Casino,
thank you for confirming that the case is still under review. I will wait for your detailed clarification and the requested supporting information.
Dear Stephan1983,
I understand that the situation has been very frustrating for you and that the waiting time is not helping the overall experience. However, at this stage, we need to allow the casino a bit more time to complete their review and provide a proper response to the points raised in the complaint.
Once I receive their clarification and supporting details, I will continue assessing the case further.
Thank you both for your cooperation.
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2 months ago
TranslationEverything that's come out so far is simply a lie 🤥.
If they were reasonable, they'd consider refunding a top customer and stopping these games. The fact that this is mathematically impossible is proven by the fact that I played for 33 hours, and if the bonus expires after 24 hours, then it was clearly fulfilled, as you can see from all the screenshots. This isn't about frustration; it's just plain mean and a lie 🤥 You don't need to be a genius to see that the times alone don't make sense, and my turnover would prove I'm telling the truth. Four weeks of verification? Even a child knows you can probably check this in a few minutes, and you'll come to the same conclusion...
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2 months ago
TranslationI still maintain that my offer was fair and reasonable, and I stand by that. If the casino were to accept it, I would be equally prepared to withdraw my complaint with Pragmatic Play. I don't think I need to emphasize again that you don't just get Level 5 status for nothing, and that it's actually worth real money.
Samuel, I understand that one should act within reasonable limits, but I already tried to get my data myself before you did, something "SUPABET" is actually obligated to do under its license. And it's also a fact that the casino can't rely on the 24-hour limit when I was able to play for 33 hours and the deposit that generated the bonus was made a day earlier. And as far as I know and have read, in such cases, the customer is presumed innocent. Because the customer isn't responsible for any software problems or errors. This has created such a completely unnecessary mess.
P.S. To be perfectly honest, how much time does a casino have to investigate and respond? You know the emails, etc. Supabet only sends empty phrases and boilerplate text. Because all of this is incredibly unfair and unbelievably tedious, complex, and frustrating for an individual customer, I was hoping you could help find a solution. And if you recognize these methods, then you have to at least revoke the casino's high security standards. You can investigate, investigate, investigate, and investigate! I've received at least five emails from the casino stating that they are investigating. They won't release any data that differs from what's already on the table.
Look at this completely pointless suspension of my account... That says it all, how helpless they are in trying to overturn it. What annoys me most is that these games are so obvious and as a small customer you have no chance to defend yourself.
I really want to emphasize again, very explicitly, that I'm not some small-time casual player who checks every eight weeks to see if he can grab a bonus. I've deposited at least 80,000. That's why customers like me need protection, a forum, to prevent this from happening. Then I won't be the last one to face such methods.
Have a nice weekend.
Stephan
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2 months ago
TranslationTO SAMUEL: the facts.
The properly defined code (with wager):
CRM_LOCAL_50UPTO2000 DEP30 24H WAG30
(Here the casino's system shows exactly how much turnover is required: WAG30 = 30x Wager)
The faulty/disputed code (without wager, but with winnings cap):
crm global 55upto125Dep20 24h max 10x
(The code is completely missing any wager information. However, the maximum win is clearly capped at 10 times the stake: max 10x)
1. Code 1 proves that the casino is technically able to name the wager directly in the code.
2. The fact that Code 2 shows no wager means, in case of doubt, for the customer: There is no wager (0x or maximum 1x turnover).
3. The subsequent invention of a high wager by the casino in Code 2 contradicts all practice, since a win limit of x10 makes a high turnover mathematically impossible.
Emails explicitly mention these offers; see email from this period: Sales x10…
5. Malicious account freezing and obstruction of evidence
After I confronted support with these logical errors, the operator reacted unlawfully (Bad Faith):
My VIP Level 5 status was immediately revoked and I was demoted to Level 1 [7Bit Casino, Hit'n'Spin, UKGC, MGA].
My account was completely blocked – under the demonstrably false claim that this was done "at my own request" [7Bit Casino, Hit'n'Spin, UKGC, MGA]. This constitutes a deliberate attempt to cut me off from my gaming history and suppress evidence [7Bit Casino, Hit'n'Spin, UKGC, MGA].
Hmm, why? Seriously, people 💁♂️ what exactly do we need to check? 🙏 There can only be one ruling in a mediation process.
Despite more than 35 explicit requests, the casino refuses to disclose my gaming and turnover history, claiming that this data would prove the systemic errors and the unlawful 33-hour bonus activity in black and white.
Direct code comparison reveals the subsequent rule change as pure arbitrariness.
While Code A (CRM_LOCAL_50UPTO2000 DEP30 24H WAG30) clearly defines the revenue condition, it is completely missing in Code B (crm global 55upto125Dep20 24h max 10x) – the absence of any wager parameters in the code string must always be considered as revenue-free in favor of the customer.
A high wager combined with a winnings cap is a mathematical cheat to the player.
It goes against all usual casino practice to require a high standard wager when the winnings are artificially frozen at 10 times the stake, as this deprives the player of the mathematical possibility of cushioning statistical losing streaks in turnover – the chance of winning is therefore exactly zero.
THE SYSTEM HAS EFFECTIVELY OVERRIDNED THE 24-HOUR DEADLINE THROUGH IMPLIED ACTION.
A casino may not allow a player to take financial risks, accept bets and record winnings for over 33 hours, only to cancel the winnings of €1,300 the second a withdrawal request is made, citing an expired deadline.
FALSE ACCOUNT LOCKING IS AN UNLAWFUL ATTACK ON THE CUSTOMER'S RIGHTS.
The sudden demotion of VIP status and the subsequent account suspension under the pretext of doing so "at my own request" serves solely the malicious purpose of cutting me off from my evidence.
At the very end, my level 5!
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1 month ago
TranslationGood morning
And have there been any significant developments or results in the meantime?
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1 month ago
Hello Stephan1983,
thank you for the detailed updates and additional explanation.
At the moment, I unfortunately do not see any significant new update or clarification from the casino side yet beyond the information already shared previously. I understand your frustration, especially considering the amount of detail and arguments you have already provided.
For now, we still need to wait for the casino’s further response and clarification regarding the points raised in the complaint. Once there is any meaningful update or additional information from their side, I will review it and continue with the assessment accordingly.
Thank you for your patience in the meantime.
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1 month ago
TranslationSamuel, they've been embezzling my money for over four weeks, blocking my account and claiming it was at my request, lying through their teeth. Seriously! Nobody can explain to me why they have so much patience with the other side when it's so obvious what they're up to.
There will be no explanation other than that the money has been refunded and my complaint resolved, or you simply have to take action!
We need to start protecting customers, and this behavior should definitely not become established.
It's not like I'm begging, begging, the money has been embezzled, stolen, anyway, my patience has really run out!
If it were fake, I wouldn't complain, but this is really going too far & I beg you, please really get on top of this, this is truly the absolute worst.
Nothing has happened since April 21st, and I'm getting fed up. This is essentially about my VIP5 status, the botched sports bets, and the embezzled money 💰, and I'm sure you all know how much that's worth. He's admitted in writing that I definitely didn't cancel my bets myself, so what are we even talking about, and what are we waiting for?
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1 month ago
Dear Casino Guru,
We are currently investigating this matter and will provide an update as soon as our review is complete.
Kind Regards,
SupaBet Team
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1 month ago
TranslationSo Samuel, how many more times are you going to listen to this nonsense?
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1 month ago
TranslationHello Samuel,
I'm contacting you today because the casino has once again only offered vague, standard phrases ("blah blah"), and another 14 days have now passed without any result whatsoever. The casino is using this time solely as a stalling tactic, while the hard facts of my case remain completely unchanged.
I therefore politely request that you now take concrete action and inform me when you intend to make a final decision in this arbitration process.
There is absolutely nothing left to "verify" here, as the evidence is already completely on the table:
Obstruction of evidence: Despite my 35 requests, the casino vehemently refuses to release my own sales data, claiming it would immediately reveal the underlying system error.
Clear code comparison: The direct comparison between Code A (with WAG30) and the controversial Code B (without wager definition, but with a maximum 10x win limit) proves that the casino subsequently invents arbitrary rules that are mathematically impossible to fulfill.
Written confirmation: The email I have received from my VIP manager explicitly confirms the revenue of x10 for these offers.
System extension: The casino's system demonstrably allowed me to actively play and take financial risks for over 33 hours. To raise the issue of time constraints only when requesting a withdrawal of €1,300 is completely unacceptable.
The casino remains silent, blocks my data, and keeps my account suspended under the demonstrably false claim "at my own request" in order to prevent the investigation.
Dear Samuel, the 14-day period has expired without result. I urge you to give the casino a final, short ultimatum of 48 hours and, if they continue to refuse to release the data, to close the case directly in my favor.
Thank you very much for your support and your timely feedback on when the next concrete step will take place.
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1 month ago
TranslationTo Samuel!
I'm truly sorry to have to say this, but absolutely nothing has happened since April 21st, and you're obviously still letting yourselves be strung along with this nonsense! I feel like I'm being taken for a fool, and I see no progress, no plan, and no interest whatsoever.
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1 month ago
Hello everyone,
thank you for the update.
Dear SupaBet Casino,
I have to note that the complaint has now been ongoing for quite a considerable time, while the responses provided so far remain very general and do not yet address the specific points repeatedly raised in this case.
At this stage, I kindly ask you once again to provide the detailed clarification and supporting data previously requested, particularly regarding:
- the exact bonus conditions applied to the disputed balance,
- the wagering calculation and completion status,
- the timeline of the bonus activation and expiration,
- the gameplay and wagering logs related to the disputed session,
- and clarification regarding the account status changes referenced by the player.
Without more concrete and reviewable information, it will become increasingly difficult to objectively assess the case further.
Dear Stephan1983,
I understand your frustration and I acknowledge that you have already provided extensive explanations and supporting materials from your side. However, please understand that for mediation purposes I still need the casino’s detailed response and supporting evidence before I can make any final assessment or conclusion regarding the dispute.
At the same time, I would kindly ask you to avoid posting multiple repetitive escalation messages, as this does not help speed up the process itself. The key issue now is obtaining the necessary clarification and evidence from the casino side so the case can be reviewed properly and fairly.
For now, I will wait for the casino’s next response and the requested materials.
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1 month ago
Dear Casino Guru,
We are investigating this matter further and will notify you immediately once it has been done.
Kind Regards,
SupaBet Team
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1 month ago
TranslationHi!
Always the same meaningless text snippets and clichés. Otherwise, I kept quiet.
That's simply enough.
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1 month ago
Hello everyone,
thank you for the update.
Dear SupaBet Casino,
I must admit that, at this stage, the complaint has been ongoing for a significant period of time, while the updates provided so far remain very general and do not address the specific questions previously raised.
Could you please provide a concrete update regarding the current status of your investigation? In particular, I would appreciate clarification on:
- whether the investigation has already been completed or is still ongoing,
- what specific aspect of the case is currently being reviewed,
- when we can realistically expect a final response,
- and whether you are now able to provide the detailed information previously requested regarding the bonus conditions, wagering status, gameplay logs, and account history relevant to this dispute.
Dear Stephan1983,
thank you for your patience. I understand your frustration, especially given the length of time this complaint has been open. At the moment, however, I still need the casino to provide the detailed information necessary for a proper assessment of the case.
Dear SupaBet Casino,
I would appreciate a more substantial update in your next reply so that we can finally move this complaint forward and determine the facts of the case.
I will wait for your response.
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1 month ago
TranslationDo you want to wait until Christmas to make this decision?
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1 month ago
TranslationThere's one thing I don't understand! You as mediators must have channels of communication to the CEOs and executives, which a regular customer simply doesn't have. Those clowns who commented in the thread on behalf of the casino are just low-level employees, and in this specific case, it makes absolutely no sense to deal with them, since they're the ones primarily responsible for this issue. The VIP manager will be damned if he tries to get my money back, because then the whole thing will come full circle, also in relation to the missing sports betting, etc., and my Level 5 status.
I haven't written anything in a really long time and I waited. But look, even my account is still blocked, which I never requested, I objected to immediately, and to this day I can't use my privileges.
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1 month ago
Dear all,
We kindly apologize for the delay.
We want to assure you that tomorrow we'll return with a clear update.
Thank you for your cooperation and patience.
Kind Regards,
SupaBet Casino Team
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1 month ago
TranslationHi Samuel.
So, did you get the clear update? Yesterday I had a missed call on my mobile from the VIP manager. Unfortunately, I had to work.
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1 month ago
Hello everyone,
thank you for the update.
Dear Stephan1983,
I have not yet received any further update from the casino beyond what was posted in the complaint thread. Thank you for letting me know about the missed call from the VIP manager.
Dear SupaBet Casino,
you previously indicated that you would return with a clear update. Could you please provide that update in the complaint thread at your earliest convenience?
I would appreciate a detailed response addressing the questions raised earlier so that we can finally move this complaint forward and properly assess the case.
I will await your reply.
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3 weeks ago
Dear Samuel,
We would like to apologize for the delay.
We kindly request to check the information provided via email.
Kind Regards,
SupaBet Casino Team
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3 weeks ago
Hello everyone,
thank you, SupaBet Casino, for your update.
I can confirm that I have reviewed the information provided via email and have replied with several follow-up questions. At this stage, I am awaiting your further response before proceeding with my assessment of the case.
Once I receive the additional clarification requested, I will review everything and provide an update here in the complaint thread.
Thank you both for your patience and cooperation.
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2 weeks ago
TranslationAnd so it goes on and on. And if they haven't died, they're still alive today!
Do you know the fairy tale from the Paulaner beer garden?
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2 weeks ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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2 weeks ago
TranslationHow long will you continue to accept this if you want to help people find a solution and ensure everyone is satisfied in the end? Nothing will be presented because I'm telling the truth.
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1 week ago
Dear Samuel,
We kindly request to check the information provided via email.
If you have any additional questions, don't hesitate to contact us.
Thank you for your cooperation.
Kind Regards,
SupaBet Casino Team
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1 week ago
Hello everyone,
thank you for the update.
Dear SupaBet Casino,
thank you for your email and for the information you have provided so far. I have reviewed it and have already requested additional clarification together with the relevant gaming history, which I believe will be essential for a proper assessment of this case.
Dear Stephan1983,
I understand your frustration and appreciate your patience. At this stage, I am still gathering all the necessary information before reaching any conclusions.
Based on the explanation provided by the casino so far, it currently appears that the system may not have reflected the bonus status correctly, and it is not yet clear whether the previous bonus was actually still active when the subsequent bonus was credited. This is precisely why I have requested the complete gaming history from the casino, as it should allow me to establish the exact sequence of events.
As soon as I receive and review the requested records, I will update you on my findings and proceed accordingly.
Thank you both for your cooperation.
