SupaCasi Casino - Pelaajan voitot on takavarikoitu.

After a nice win, I had around €37,000 in my account. After my verification, the casino suddenly withdrew all my money and sent me random T&C statements without explaining which ones I had violated. There was no bonus money involved, and all documents were accepted. It's simply blatant theft.

Nach einem netten Gewinn hatte ich rund 37.000 Euro auf meinem Konto. Nach meiner Verifizierung hat das Casino plötzlich all mein Geld eingezogen und mir irgendwelche Auszüge aus den T&C gesendet ohne näher zu erklären welche davon ich missachtet hätte. Es war kein Bonusgeld im Spiel und alle Dokumente wurden akzeptiert. Es ist einfach unverschämter Diebstahl

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

In order to assist you better, could you please provide us with more information regarding your situation?

• Which Terms and Conditions did you allegedly violate? Please forward me the email you received from the casino after your winnings were confiscated at veronika.f@casino.guru.
• What were the accepted documents you submitted for verification?
• What types of games did you play?

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

Best regards,

Veronika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

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If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear legensteinmusik4,

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.

Hi Veronica,

Thanks for the help. Here are my answers:

Which terms and conditions did you allegedly violate? Please forward me the email you received from the casino after your winnings were confiscated. .

I forwarded the email!

What accepted documents have you submitted for review?

I submitted my ID card for identity, debit card front and back, and credit card bill for address!

What types of games did you play?

I only played slot games

Hi Veronika,

danke für die Hilfe. Hier meine Antworten:

Gegen welche Allgemeinen Geschäftsbedingungen haben Sie angeblich verstoßen? Bitte leiten Sie mir die E-Mail weiter, die Sie vom Casino erhalten haben, nachdem Ihre Gewinne konfisziert wurden. veronika.f@casino.guru .

Ich habe die Email weitergeleitet!

Welche akzeptierten Dokumente haben Sie zur Überprüfung eingereicht?

Ich habe Personalausweis für Identität, Debitkarte vorn und hinten sowie Kreditkartenrechnung wegen Adresse eingereicht!

Welche Arten von Spielen haben Sie gespielt?

Ich habe ausschließlich Slotgames gespielt

Thank you for the email.

Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?

Could you please forward me the documents you sent to the casino for verification at veronika.f@casino.guru?

I appreciate your patience and cooperation.

Hello,

I didn't use any VPN software or IP masking software! I sent the documents via email!

Hallo,

ich habe keinerlei VPN Software verwendet und auch keine IP Maskierungssoftware! Die Dokumente habe ich per Email gesandt!

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. However, I would like to warn you that it seems to be a common practice of SupaCasi Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

Hello there,

Thank you legensteinmusik4 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask SupaCasi Casino for their help in resolving this complaint. We would like to know why the player's winnings were confiscated and what we can do to help resolve this complaint.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear legensteinmusik4,

I have tried to contact the SupaCasi Casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Control Board and submit a complaint to them. The regulator states that it will not handle individual disputes between players and operators, but if you would like to try and contact them anyway, you can do so here: (https://www.gamingcontrolcuracao.org/contact). Please let me know if you need help with submitting the complaint or how they responded, if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter