The player from Italy faced multiple issues with Supabet casino, including inconsistent login access, game interruptions, and unresponsive support. She expressed concern about the Plinko 2 game, where multipliers had stopped working despite additional payments, leading to significant losses. The Complaints Team reviewed the provided evidence but found it insufficient to substantiate claims of unfair losses. Ultimately, the case was closed.
SupaBet Casino - Player experiences website issues and game interruptions.
Amount: €1,200
SupaBet Casino
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Closed
Our verdict
Insufficient evidence from player
REJECTED
Case summary
1 month ago
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1 month ago
Translation
Good evening,
First of all, on this Supabet casino, sometimes I can log in and other times I can't with the exact same password, and I don't know why.
Secondly, the games keep getting interrupted. I've written to their chat support multiple times, and they told me to contact them again after two hours. After those two hours, they said they would email me by evening, but they never did.
Regarding the game Plinko 2, it let me win twice, but then suddenly the multipliers stopped working (even though I paid extra, so out of 100 balls I dropped automatically, only three hit the multiplier... it feels like a rigged game!). As if that wasn't enough, while I was playing, it stopped counting my last wins (the Plinko 2 game) and frequently interrupted with a message: "We are experiencing issues with the casino server."
I've written to them many times... but they have never responded to my emails. I can attach screenshots.
All I know is that Plinko 2 drained about 1300 in a day.
I repeat, if the multiplier worked initially, I don't understand why in the other 50 games I played, none of the balls hit the multiplier, causing me to lose everything (the multipliers are features that you pay extra for). Additionally, the game on the site kept getting interrupted due to server issues.
Another thing that never happened to me with other casinos: While I was initially winning, someone named Leon called me, saying my winnings were going well (I thought operators couldn't track all our wins and losses... let alone call you) and invited me to join Telegram, claiming he was now going to be my personal assistant at Supabet casino. Truly very strange.
I'm trying to upload demonstrative screenshots, but they won't upload. Why is that?
Thank you
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1 month ago
Dear DeliaSole,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward your game history and any supporting evidence to tomas@casino.guru? Please highlight the exact time of the incident.
Meanwhile, please check our article explaining "How slot machines are programmed" https://casino.guru/how-slot-machines-work-math#how-are-slot-machines-programmed and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way in online games relying on random number generation from game provider's servers.
Please understand, that without any supporting evidence of unfair losses, we can’t proceed further with this case as it would be close to impossible to confront the casino.
Looking forward to hearing from you. Thank you in advance for your understanding.
Best regards,
Tomas
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1 month ago
Translation
I can send you the screenshots. I played it these 4 days until yesterday evening but I can't say the exact time since I played it all the time.
I can search the history and take a screenshot, I repeat they did not consider the winnings, when the ball went into the bumper and then went down and landed ... that last win was always not counted and I assure you that in other casinos it happened. In addition I repeat that the games in general make you win only the first few times, then to wait for the bonuses and rejections they take longer and with the many spins you do, you always lose everything.
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1 month ago
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Thanks Thomas but the link https://casino.guru/how-slot-machines-work-math#how-are-slot-machines-programmed does not open
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1 month ago
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From Italy, try this link:
https://casinoguruit.com/how-they-work-slot-machine-matematica#how-they-are-programmed-slot-machine
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1 month ago
Translation
thanks I'm reading. Anyway I played Plinko 2 a lot of times and I can assure you that I only won the first few times. Then it's a continuous losing. So it doesn't correspond to me that the more I play the more I win
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1 month ago
Thanks for your patience.
I reviewed the screenshots, however, we can't act based on the evidence showing an error in the game. Unless there is evidence you should have won, such as a record on your gaming history, we are powerless to confront the casino in attributing the winnings to you.
Please let me know if there is any evidence of winnings not being credited, otherwise, we might not proceed with the complaint and it will be closed.
