Suprabets Casino - Pelaajien kotiutukset ovat viivästyneet.

Hello dear casino guru team,

I have a problem with suprabets, I do not receive my withdrawal even though the conditions of the site explain that I must receive within 72 hours maximum while these limits are exceeded.

I specify that I played with a bonus and I won, I specify that I also won games at the casino

I am asked to wait for a response to the emails but unfortunately they do not give a response

Could I have your help to have a mediator for this problem?

Thank you very much

Dear wassimhalli,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Suprabets Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise which bonus you activated and played?  
• What games did you play to accumulate your winnings besides the roulette? (slots, live games, betting on sports) 
• Have you completed account verification in the casino?
• When was the last time you contacted live chat support and what did you discuss?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots 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,

Tomas

Could you please advise which bonus you activated and played? BONUS OF WELCOME DEPOSIT

What games did you play to accumulate your winnings besides the roulette? (slots, live games, betting on sports) ? Casino roulette slots

Have you completed account verification in the casino? YES

When was the last time you contacted live chat support and what did you discuss? YESTERDAY THE LIVE SUPPORT EXPLAINS THEY CAN DO NOTHING I JUST HAVE TO CONTACT A SUPPORT BY MAIL ONLY,

Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here OK

You can translate it french assistant sir

They said i violated the rule 11.5 of their terms conditions which is obviously not they just want to rob my money

To sum up the situation , i tried to withdraw 889 euros, they ignore it

Then 4 days ago, they block an account with more than 7000 euros.

I COUNT ON YOU TOMAS

we find a discussion solution with them, otherwise ill take an lawyer because its a thief

Thanks for your reply.

Do I understand correctly you finished the wagering of the bonus?

Have you canceled your 889€ withdrawal and continued to play with the amount, or have you made a new deposit?

Were you playing roughly the same games before your bonus wagering was complete as well as after the wagering of the bonus was complete?

Thanks for your reply. No problem

Do I understand correctly you finished the wagering of the bonus? Yes

Have you canceled your 889€ withdrawal and continued to play with the amount, or have you made a new deposit? I waited. for my 889e euros withdrawal, then i can not log in into my account, i received a mail explaining me that i didnt respect the rule 11.5, i have seen many players who been blocked and they tell them also they didnt respect rule 11.5 .. weird..

Were you playing roughly the same games before your bonus wagering was complete as well as after the wagering of the bonus was complete Yes

Can you please invite a representative of suprabets so they can explain us the problem ?

They even dont want to reply to mails

Here is pproof that suprabets doesnt even reply to one mail.. its un fair

All emais have been seen and they dont want to reply.

What do you think of these situation ?

I think he is right when i saw the complaints, suprabets always answer its sports

betting related so casino guru will close the complaint and it wont change their rating

I hope they wont do the same here

Thanks for your reply. wassimhalli.

If we encounter rules such as these that are used against players unfairly, we'll intervene and try to investigate the issue. However, if the issue pertains to sports betting which is outside of our expertise we can't issue any consequences to the casino and have to refer you to another service. Since you explained you didn't participate in sports betting, we'll probably be able to investigate the underlying issue after the casino decides to react.

I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you wassimhalli for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Suprabets Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

hello,

answered to Peter via email

thanks

Can we see it together here ?

Thank you for the update Suprabets Casino representative. I have received the information and have responded requesting further clarification.

Dear wassimhalli, I will update you about any further developments. Thank you in advance for your patience!

hello,

answered

thanks

Thank you once

Thank you for the clarification Suprabets Casino representative.

Dear wassimhalli, the casino representative has provided me with evidence of your gaming activities where it is visible that you have not played the casino bonus you mentioned earlier in the complaint and most of your activity was in the sports betting section. If you can provide me with evidence that you have played in the casino section I will be able to assist you further. Otherwise, I can only recommend you submit a complaint on a sports betting-related website. Unfortunately, we don't have a branch dealing with sports betting yet so we couldn't advise you correctly. You can forward any evidence to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Yes of course i can show you i played casino. here some proofs i can show you other but unfortunaltely they blocked the account so i dont have access to it.

The bonus was about sport because in the question you didnt mention casino bonus or sport bonus.

Anyway they are the proofs, as i told you my account was blocked thats why i can t afford more proofs.

And can you send me the evidence about the mails ?

I just want an explanation of what rule I broke to have a 7000 euro account blocked, exactly what I broke as a rule

Can you ask them to give you an explanation? They don't want to answer me

Do you think it's normal they dont even reply and give me explanation once again have a look

Dear wassimhalli, unfortunately, your screenshots aren't satisfactory evidence against the information provided by the casino. As mentioned before the casino representative has provided me with evidence of your gaming activities where it is visible that you have not played the casino bonus you mentioned earlier in the complaint and most of your activity was in the sports betting section.

As the issue resulting in your blocking was due sports betting-related issue, unfortunately, we won't be able to advise you correctly as we don't have enough insight into sports betting, and we wouldn't be able to judge competently all the pros and cons, therefore, we have to reject your complaint.

Thank you for your understanding.

You can try to submit a sports betting-related complaint on these websites:

https://www.bookmakers.bet/submit-a-complaint/

https://www.top100bookmakers.com/contact-us/

https://www.sportsbookreview.com/sportsbook-complaint/

We’re truly sorry we couldn’t be of more help in this case.

If you run into any issues with this or any other casino regarding casino games in the future, don’t hesitate to contact us.

Best Regards,

Peter