Suprabets Casino - Pelaajan voitot takavarikoitiin.

Hello,

My account was suspended after I made a withdrawal. I had previously won about 50€ in the casino. The withdrawal never arrived. Allegedly, I had violated the terms and conditions (point 11.5). However, I'm sure I didn't, since I played normally at the casino (I didn't use any free spins, bonuses, or anything else).

My account was verified.

The support either doesn't respond at all, or only that I violated the above-mentioned point and as a result, the entire balance (not just the winnings, but also the deposit of 100€) will be retained.

Thanks in advance for your help.

Hallo,

mein Account wurde gesperrt, nachdem ich eine Auszahlung veranlasst habe. Hatte zuvor im Casino ca. 50€ gewonnen. Die Auszahlung ist nie angekommen. Angeblich hätte ich gegen die AGB (Punkt 11.5) verstoßen. Habe ich aber sicher nicht, da ich ganz normal im Casino gespielt habe (auch keine Freispiele, Boni oder Sonstiges verwendet).

Mein Account war verifiziert.

Der Support antwortet entweder gar nicht, oder nur dass ich gegen oben genannten Punkt verstoßen habe und das gesamte Guthaben (also nicht nur der Gewinn, sondern auch die Einzahlung von 100€) deshalb einbehalten wird.

Danke vorab für Ihre Hilfe.

Dear frankyfo,

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. The term 11.5 is quite extensive. Do I understand correctly that you are not aware of breaching any of the listed points?

Could you please clarify which games you focused on while your account was still active - slots, live casino, sports betting, etc.?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

Thank you for your reply.

Yes, I'm sure I didn't violate 11.5.

I focused on slot machines in the casino. I also received the prize there.

I have forwarded the previous exchange with support to you via email.

Thank you and best regards

Vielen Dank für Ihre Antwort.

Ja, ich bin mir sicher, dass ich nicht gegen 11.5 verstoßen habe.

Ich habe mich auf Spielautomaten im Casino konzentriert. Dort habe ich auch den Gewinn erhalten.

Den bisherigen Austausch mit dem Support habe ich Ihnen per Mail weitergeleitet.

Vielen Dank und viele Grüße

Thank you very much, frankyfo, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello frankyfo,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite Suprabets Casino to join the conversation.

Dear Suprabets Casino,

Can you please provide more information regarding the confiscation of the player's winnings? Rule 11.5 appears to be quite extensive; could you please specify the particular rules that the player is alleged to have violated?

Dear frankyfo,

I was informed by the casino team that your winnings from casino games will be re-credited to your balance, and you should be able to submit a withdrawal. You should receive an email from the casino team with further explanation. Please let me know once you submit the withdrawal.

Hello Michal,

Thank you for your support! Yes, I received an email and was able to log in again. I was also able to submit the withdrawal.

Hallo Michal,

vielen Dank für Ihre Unterstützung! Ja, ich habe eine Mail erhalten und konnte mich wieder anmelden. Ich konnte auch die Auszahlung einreichen.

That's good news, frankyfo. Please let me know once you receive the funds successfully so that we can consider your complaint resolved.

Is there anything else I can assist you with?

I just received the money. Many thanks for your help!

Habe das Geld soeben erhalten. Vielen Dank für eure Hilfe!

Great news, frankyfo. I'm glad you received the money. Is there anything else I can assist you with, or can I consider your complaint resolved?

You can consider the complaint resolved. Thanks!

Thank you for the confirmation, frankyfo. I'm glad we could help you to resolve your issue.

We consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time.

Best regards,

Michal

Casino.Guru