I hit the jackpot (page 2)

Okay 👌 But I’ve already requested these transaction and withdrawal histories, as well as the rules for this bonus, and I was hoping that Supabet would provide them to you as well, since they haven’t given me anything and haven’t clarified anything for me since the 2nd. I think they’re backed into a corner because the system has clearly failed.

No bonus in the world offers spins worth 50 euros, let alone a basic 150-euro bonus—that’s standard for everyone in general.

I've already sent countless emails asking for the records, and I haven't heard back—it's unbelievable.

The chat is always the same—no one says anything.

Prize Type: The winnings came from a Fixed Grand Jackpot (2,000x) from a licensed provider (Playtech) on a €20 bet, totaling €40,000. Jackpots should not be subject to standard bonus terms and conditions.

Automatic Withholding: The casino withheld €25,000, citing only "maximum payout" without providing the exact rule in writing.

Data Concealment: The casino remained completely silent in customer support and blocked the user’s access to their transaction history, violating the user’s basic right to transparency.

Transaction Validation: By allowing the spin button to function and debiting €20 from my account, the casino’s server contractually validated that bet. Voiding the result simply because the outcome was unfavorable to the house constitutes unjust enrichment.

I tried to contact the regulatory authority in Anjouan, but they do not respond to emails. Therefore, I am turning to Casino Guru to have this operator’s reputation publicly evaluated. I demand the return of my winnings or, at the very least, a fair settlement offer that reflects the casino’s own systemic error.

I have all the evidence in screenshots (game history showing bets of €20/€50, winnings of €40,000, and account balance) ready to share with your mediator as soon as requested.

Thank you for your attention and assistance.

Thank you for putting all of this together. I understand why the lack of records and a clear written explanation is frustrating, especially when €25,000 is in dispute.

Your position is now clear, so there is no need to keep repeating the same information here. Since your complaint is already open, please provide all the screenshots and supporting evidence directly there. This includes the game history, round IDs and timestamps, your correspondence with the casino, and any terms that were shown when you accepted the bonus.

Our Complaints Team will need to assess which bonus terms applied at the time, whether the maximum cashout rule also covered this particular jackpot, and what the complete game and transaction records show. The fact that the system accepted the €20 bet is certainly relevant, but it does not by itself prove that the deduction was invalid.

You have done the right thing by preserving the evidence. Please now continue cooperating with the complaint specialist and add any new information to the complaint, where the case can be properly examined.

Okay, I just want to understand if Supabet provided you with the information, and that they haven't sent me anything or responded—they're just staying silent.

Lack of real-time notification: If the system allows a balance (even a bonus balance) to be wagered at €20 or €50 and validates entry into the bonus round (Hold and Spin), the prize generated by the game engine must be paid out in full. Limiting a fixed jackpot after it has been legitimately won undermines the very concept of a "Jackpot" as advertised in the game. [1]

I want to thank the entire Casino Guru team—and you, Jaroslav—so much. What happened to me really affected me, even on a psychological level. I tried for years and always believed that one day I’d win something significant—hitting a jackpot—and it’s rare to see petty rules used to nullify a moment like this; it’s depressing. We’re all mortal; one day, we won’t be here anymore. My heart goes out to all the losers and winners who waste their time and dedication—and perhaps the illusion of being happy. That’s all I have to say. Best regards.

I understand what you mean.

Regarding whether Supabet has already provided any information to our team, I don't have access here on the forum to the internal communication taking place within your complaint. If the casino responds or provides documents, the complaint specialist handling your case will assess them there and update you accordingly.

Your point about the system accepting the €20 or €50 bets and allowing the jackpot feature to run is certainly relevant and should be considered as part of the case. At the same time, the Complaints Team still needs to compare that with the exact bonus terms that applied and the casino's records before reaching any conclusion.

You have already explained your position in detail and preserved the evidence, so there isn't much more you need to add here unless something new happens.

And thank you for your kind words. I understand this situation has been very disappointing for you. Hopefully, the complaint process can at least bring a clear explanation and a fair assessment of what happened.

Jaroslava, could you please send a message to Karla asking her to reply to my email now that the follow-up is being forwarded to her? Thanks 🫂

Can someone reply to the email I sent to Karla from the Guru Team?

Good morning. Is it normal for Karla from your team not to reply to emails, or is this a recurring issue?

Hello, I'd say she, as the receiver of the email as well as a person familiar with the situation, decides whether a reply is in order. Basically it depends on the context and whether a possible answer holds something new or serves as an addition. I would also say we should take reasonable time into consideration. For example, in the complaint thread, it's 7 days for responding and while the complaint is active, the point is to keep the response there to make it all at one place and easy to follow. It could be related.

Thank you. It’s been so many days now since the Supabet issue began, and the failure to provide the data has been surreal since the 2nd.

You are welcome. I know it's been quite some time and it must feel horrible. I won't lie to you; there are only a few mediators available when there are open complaints, including daily reopen requests, which regularly exceed one thousand cases all together.

It may feel like we are not aware of you enough. I dare to say, we are but it just takes some time to get properly back to you.

MT, thank you so much 🫂

My pleasure. 🙌