SupaCasi Casino - Pelaajan voitot on takavarikoitu.

I made a few deposit on supacasi.io, manage to rack up a balance of €500 eur, then came the kyc process which i have no issue to do, this took approximately 1 week. During that week i continue playing, was able to increase my balance up to €10 000. Keep in mind that during this 1 week there was never one mention that i did something wrong, the issue came when i wanted to start withdraw the € 10 000 from them. When i logged in to check my pending withdrawal it came to my attention that the entire balance of €10 000 was confiscated. I quickly reached out to support which stated that it was confiscated due to me having a bonus in my account (I never play with bonus money, because of how casinos operate) However, they are stating that due to me having a €12 Sportsbook bonus active in my account (I never placed one bet in the sportsbook) which i also removed when i noticed it was there, at that time my balance was €500. So according to their terms and conditions they have used to confiscate my money: 58.3.11 If a player decides to cancel an active Bonus, he can do so from his account. However, all bonus money, all winnings and any wagered amount resulting from his betting activity with the bonus will be forfeited for once and for all. Bonus bets calculates real money first and then bonus amount.

Since I never touched that bonus money or even wagered 1 cent with that bonus, which i also have screenshot from a live chat with their support confirming i never placed 1 bet with the bonus money. The rule in this case does not apply.

They are clearly going against their own terms and conditions here and wrongfully confiscated my winnings.

Happy to send over screenshots from live chat and email conversations stating that i never touched the bonus money.

Dear player,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with SupaCasi Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• Did you successfully pass the KYC verification?  
• When did you notice that you had a sportsbook bonus? Was it added to your account automatically upon a deposit, or did you claim it on your own?
• Do you have access to your betting history? If yes, could you please forward it to natalia.b@casino.guru?

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,

Natalia

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Hi Natalia,

Thank you for getting back to me so quick, please see me replies to your questions below:

Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  I only played Slots.

Did you successfully pass the KYC verification?  Yes fully passed the kyc procedure.

When did you notice that you had a sportsbook bonus? Was it added to your account automatically upon a deposit, or did you claim it on your own? I noticed it after i had played for a while, it was added upon my deposit (without my notice) But since it was a Sportsbook bonus and not a casino bonus i removed it and kept on playing. I will email you the entire game round.

Thank you very much for your reply! Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Or you can post the screenshots here.

Additionally, let me know if you can share the account statement (or a betting history) you mentioend in your email. Thank you in advance.

Hi Natalia, i have shared it to your email adress.

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.

Kind regards,

Natalia

Hello there,

Thank you nickofet 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 issue.

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 nickofet,

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: (complaints@cga.cw) 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