The player from Romania filed a complaint against Superbet for closing her account and withholding funds, citing allegations of providing false information without specifics or evidence. Despite having completed identity verification, she did not receive clarity on her account balance or the status of her funds. The Complaints Team attempted to gather more information by asking the player questions related to verification and account access but received no response. Due to the lack of communication from the player, the complaint was closed without further investigation. The player was informed that she could reopen the complaint in the future if she chose to resume communication.
Superbet Casino RO - Player’s account has been closed and funds confiscated.
Closed
Our verdict
Player stopped responding
Amount: 987 lei
Superbet Casino RO
Safety Index 8.9 HighCase summary
Discussion
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1 month 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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1 month ago
Hello,
Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Did you pass the verification before you lost access to the account?
- Is there a chance that you may have entered incorrect information during the registration process?
- Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?
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
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1 month ago
Dear LaseL2020,
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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3 weeks 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,
Attila
Casino.Guru
