The player from Finland alleged that after completing bonus wagering requirements, around €1100 was removed from his account due to a maximum withdrawal limit that had not been disclosed in the bonus terms. He believed this was unfair, as he had fulfilled the requirements based on the rules provided. The issue was acknowledged and investigated by the Complaints Team, who engaged with the player to understand the situation better. The complaint was ultimately marked as resolved by the player, indicating that a satisfactory outcome had been reached. The Complaints Team confirmed the resolution and offered further assistance if needed.
SupaBet Casino - Player’s winnings have been confiscated.
Resolved
Our verdict
Case closed
Amount: €1,100
SupaBet Casino
Safety Index:HighCase summary
Discussion
Public
Public
3 weeks ago
Translation
I am making a complaint about a situation that occurred after wagering a bonus at the casino.
I completed the bonus wagering requirements and had around €1500 in my account. However, once the wagering was complete, the winnings were removed from my account. My balance was only around €400. This means that around €1100 was deducted from my account.
When I contacted the casino's customer service, I was told that there is a maximum withdrawal limit on winnings from the bonus. It is 10 times the bonus amount. However, this condition was not visible in the bonus terms and conditions when I accepted the bonus and started wagering.
Since no maximum withdrawal condition was stated, I find it unfair to withdraw €1100. I fulfilled the wagering requirements according to the rules, and the winnings were withdrawn immediately after wagering.
I will ask Casino Guru to check the situation and help with the casino. I also hope that the casino will refund the €1100 that was removed from my account.
Attached is a message from customer service where I was directed to the casino's terms and conditions and it doesn't say anything about the maximum bonus withdrawal.
Thank you for your time and help.
Automatic translation:
Public
Public
2 weeks 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.
Public
Public
2 weeks ago
Dear Nebron,
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 send me a link or a screenshot of the bonus you activated and played with?
Did the balance you continued playing with appear as "withdrawable"/"real money", or were your winnings still displayed in the bonus balance?
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,
Attila
Public
Public
2 weeks ago
The bonus i used was a welcome bonus. The button "bonus terms" takes me straight to the casinos general terms site. They dont say anything about any max withdraws after the wager is completed.
I had a bonus balance and i completed the wager on it with 1500€ left in the balance. The 1500€ should have been real money but after the wager it automatically turned into 400€. I asked the live support about it and they said max withdraw after wagering is 10x the bonus amount (i had a 200% deposit bonus and i deposited 20€ so had 40€ bonus money) but if you look at any of the terms it doesnt say that anywhere. I also asked the live support to show me the term so i could find it and even they couldnt give it to me.
Public
Public
2 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Nebron,
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,
Attila
