The player from Germany had placed a bet with Supabet despite being banned from Oasis and had deposited about €4,000, resulting in €1,000 in winnings and a €3,000 loss. She sought to know if it was possible to get her money refunded due to her restriction. The Complaints Team informed her that Supabet Casino operated without a necessary license in Germany, making it impossible to claim reimbursement for her losses unless she had previously informed the casino about her gambling problem. Due to a lack of response from her, the complaint was closed, but she retained the option to reopen it in the future.
SupaBet Casino - Player seeks refund after account restriction violation.
Closed
Our verdict
Player stopped responding
Amount: €3,000
SupaBet Casino
Safety Index:HighCase summary
Discussion
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10 months ago
Translation
I placed a bet with Supabet and deposited approximately €4,000, even though I'm banned from Oasis. I received €1,000 as winnings, and I lost €3,000. Is there a way to get my money refunded, since I shouldn't have been allowed to play in the first place?
Automatic translation:
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10 months ago
Dear Emma1703,
Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’ve encountered.
Please understand that SupaBet Casino does not operate with a license issued by Germany, therefore, they do not have access to the national register. In other words, because SupaBet Casino operates without a necessary license, it is not possible for them to comply with Germany-specific responsible gambling measures, such as the national registry. Unfortunately, for this reason, we are unable to help you claim reimbursement for your losses unless you informed the casino about your gambling problem before depositing.
- Could you please advise if you have ever informed the casino about your gambling problem?
- Also, do you currently have access to your casino account?
Thank you for your reply.
Best regards,
Katarina
Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.
The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.
Stay cautious and contact us directly if you have any doubts.
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9 months ago
Dear Emma1703,
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.
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9 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Katarina
Casino.Guru
