The player from Romania had their account at Superbet closed and 3,142 RON confiscated without a clear reason provided by the operator. Despite submitting to KYC verification and filing a complaint with the Romanian National Gambling Office, the player remained without access to their funds and sought assistance in mediating the dispute. We attempted to gather more information from the player to understand the situation and facilitate resolution, but due to the player's lack of response to our inquiries and reminders, we were unable to proceed with the investigation. Consequently, the complaint was closed for the time being, with the option for the player to reopen it in the future if they chose to resume communication.
Superbet Casino RO - Player’s account is closed and winnings are confiscated.
Closed
Our verdict
Player stopped responding
Amount: 3,142 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 negative experience with Superbet Casino RO.
Please allow me to ask you a few questions so I can better understand the situation.
- Could you please advise how long you were a player at the casino and when exactly your account was blocked?
- How did you learn about your account being blocked?
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
- Did you achieve your current balance with the help of a bonus?
- Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
Thank you very much in advance for your reply.
Best regards,
Tomas
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1 month ago
Dear DANIL690,
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,
Tomas
Casino.Guru
