I hit the jackpot

I hit a jackpot, and the casino claimed I’d reached the maximum win limit. I’ve already asked the mediator for help—what a disgraceful casino!

Supabet.com—as a VIP player at this site, they should be ashamed. They show absolutely no transparency toward customers; they won’t send me the transaction history I’ve requested. They’re acting completely outside the law and against fair play—they think they’re above the law. It’s a disgrace to the Anjouan gaming industry.

Having a jackpot win reduced because of a limit is understandably disappointing, especially when you can’t obtain the history needed to understand the calculation.

Which game was it, how much did you win, and what exact maximum-win rule did Supabet quote? Were you playing with a bonus, and was this a progressive jackpot or a jackpot feature within the game? Those details matter when assessing whether the limit was applied fairly.

Since you’ve already contacted the mediator, let them know that the casino hasn’t provided the requested history. They can assess that alongside the applicable terms and game records. We can discuss your experience here, but shouldn’t draw a legal conclusion from these posts alone.

It was a Grand Jackpot from the Playtech provider's "Wild Gunslinger" game. I won 40,000 euros from a 20-euro spin, but 25,000 euros were confiscated from me.I should never have accepted bonus spins with that value. The fact is, I was already playing with real money, and the "Fair Play" code was never applied at any point. This specific game from Playtech pays out the full amount if you win the jackpot because it’s a one-time prize—not a progressive one. They profited by keeping 25,000 euros and claiming "maximum payout," but in the case of a jackpot, that doesn’t apply.

The distinction you mention is important, but the fact that it was a non-progressive jackpot doesn’t by itself establish whether a bonus-related maximum cashout could apply.

You say you were already playing with real money. Had the wagering requirements been completed and the bonus winnings converted to your real-money balance before the winning €20 spin, or did that happen afterward?

Also, did Supabet identify the specific clause and explain how it resulted in a €15,000 payout? That timing and the exact rule are what we still need to clarify. I understand why losing €25,000 from the displayed win is upsetting, but I can’t confirm from these posts alone whether the deduction was justified.

"To clarify the details of the case, the prize was won in the game 'Mega Fire Blaze: Wild Pistolero' from the provider Playtech. The win in question was one of the jackpots built into the game’s mechanics (which scales the prize directly based on the bet amount). I reiterate that the €20 bet was fully validated by the software. If the casino failed in its technical integration and did not limit the bet amount within the game’s own API, the player cannot be penalized for a configuration error on the operator’s part. I demand that the prize be honored, since the bet was legitimate and permitted by the system."If they let me make those 20- and 50-spin rounds, it made me think it was real money. As soon as I completed the rollover, there was a confiscation of 25,000 euros, leaving me with 15,000, but the fact is, a jackpot has its own rules—especially on Playtech.

Another issue is why they didn’t send me the transaction history and the time of the withdrawal—neither the account manager nor Supabet sent me that information. On top of that, the account manager got flustered and sent me a screenshot from Vegas Casino, which has nothing to do with the bonus or the Supabet casino.This whole situation is completely lacking in transparency, and I’m the one who’s been wronged here.

This makes the timeline much clearer. You won the €40,000 jackpot while the wagering requirements were still active, and Supabet reduced the balance to €15,000 once the wagering was completed. It therefore appears that the casino treated the jackpot as bonus-related winnings and applied a maximum cashout limit.

However, that does not automatically mean the €25,000 deduction was justified. The exact bonus terms that were valid when you accepted the bonus are crucial. They should clearly state the maximum cashout and whether this limit also applies to jackpot wins. The fact that the software allowed €20 and €50 spins does not necessarily override the written bonus rules, but the casino should still be able to explain precisely which clause it applied and provide the relevant game and transaction records.

The unrelated Vegas Casino screenshot does not clarify your Supabet case. Keep it, together with all communication, screenshots of the bonus terms, the jackpot result and your balance history, and send everything to the mediator.

Considering the amount involved and the lack of a clear explanation, you can also submit a complaint through our Complaint Resolution Center. Our team could then examine the applicable terms and the available evidence in more detail.

Do you think I should still file a complaint or wait for more details? To me, what’s clear is a total lack of transparency regarding the data—it doesn’t seem to me that the bonuses and the system allow the spins to run for,20 euros—that was a failure on their part, and I ended up winning the jackpot. Everything related to the jackpot must be reported to Playtech, because in these cases, Playtech does not accept non-payment of the jackpot—whether under these circumstances or any others. The maximum payout rule is null and void and does not apply incases

Yes, considering the disputed amount and the casino’s failure to provide a clear explanation or the requested records, I would submit a complaint now. You do not need to wait for every missing detail, as any additional evidence or response you receive can be added later.

However, I would not yet treat it as established that the maximum payout rule is automatically invalid or that Playtech requires the jackpot to be paid under all circumstances. The fact that the game accepted the €20 spin is certainly relevant, but the exact bonus terms, the status of the wagering requirements at the time of the win, the game rules and the provider’s records all need to be examined.

If you have any official information from Playtech confirming that this type of jackpot is excluded from bonus maximum cashout limits, include it with the complaint as well.

Who, in this case, is going to provide me with the historical data—Supabet.com?Or will they send it to you? As of today, I haven’t received anything, and no one at Supabet seems interested in clarifying the situation for me. My opinion is that it’s very clear that international fair play laws have been violated—it’s as clear as day. However, I appreciate your help, and I’m still confident that I won’t be completely disadvantaged.

The system says I already have an open complaint

The system says I already have an existing complaint. Can I file another one through the complaint resolution center, or is the one I posted here in this thread the same thing? What's the difference?

In Playtech’s Mega Fire Blaze: Wild Pistolero game, the Grand Jackpot pays out exactly 2,000 times the bet amount. The fact that the prize was €40,000 mathematically proves that the bet accepted by the system was €20. If the balance had been purely bonus funds subject to limits, the system would have been required to cap the bet at €20. Since the casino validated the bet and Playtech confirmed that the play was legitimate, the confiscation of €25,000 based on bonus rules is completely unfair. I demand full payment of the prize generated by a bet validated by the platform itself."

Thank you for the additional explanation. The calculation supports your statement that the €40,000 jackpot resulted from an accepted €20 bet. However, this alone does not prove that a bonus maximum cashout could not apply. The validity of the game round and the casino’s subsequent application of its bonus terms are two separate questions that need to be assessed together.

The complete game, bonus and transaction histories should primarily come from Supabet. Since your complaint is already open, your mediator may request the relevant records and an explanation directly from the casino, although their cooperation cannot be guaranteed.

The forum discussion and the official complaint are separate. Please do not try to create another complaint. Add your latest calculation, the applicable bonus terms, the unrelated Vegas Casino screenshot and any written confirmation received directly from Playtech to your existing complaint. The Complaints team can then assess all the evidence and determine whether the €25,000 deduction was justified.

But you guys don’t have the data—Supabet hasn’t sent me the data and isn’t sending it. I’ve mentioned this here several times—I don’t know where to send the screenshots? To Playtech? Playtech doesn’t have anything to do with Supabet and isn’t involved in this case. Please clarify what I need to do and where I should send the evidence.

In the meantime, I emailed all the proofs to you at comunity@guru—everything is there; you just need to grab it and send it to Supabet. I’ve already done that—I sent it to them, but they haven’t even replied. They must have blocked my email.

the proof from the Vegas Casino screenshot that has nothing to do with it

I tested the allowed number of spins—there were many spins—and the system never froze the game or gave me any warnings.

The fact that the game allowed the spins without freezing or showing a warning is useful context, but it still doesn’t tell us which bonus rules applied to the jackpot. The key question is whether the terms you accepted clearly stated a maximum cashout and whether that limit covered jackpot wins.

Please add this point, along with the screenshots and any Playtech correspondence, to your existing complaint so the mediator can review the evidence. You don't have to send it to community email.

Also, you don’t need to send it to Playtech unless they ask for it; Supabet should be able to provide the game and transaction records for your account.