SupaCasi Casino - Player’s requested loss and deposit limits haven’t been applied correctly.

This gaming company should definitely be avoided, they do not respond to complaints and do not offer responsible gaming. Set wager and lost limit by contacting their support by email. They replied to this email, however, accepting them bet over limitations.

There is no protection from the gambling commission in curacao, when it comes to supacasi.

They have violated our agreement and not responded to me even though I followed all the terms.

Dear Rubbe666,

Thank you very much for submitting your complaint and forwarding all the relevant screenshots. I’m sorry to hear about your problem.

 We will contact the casino and ask for their assistance in resolving this issue, but, before we do so, could you please forward your game and deposit histories since October 26th? My email address is petronela.k@casino.guru.

Thank you in advance for your reply.

Best regards,

Petronela

Thank you very much, Rubbe666, for providing all the necessary information. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Rubbe666!

From now on, I will take care of your complaint. I would like to invite representatives of SupaCasi Casino into this complaint in order to help us resolve the issue.

I understand they have contacted me by email no later than yesterday and have not left another clear message.

Even gaming licensees who are their licensees have neither written nor contacted me despite the fact that I have presented my complaint several times.

Licensees and supacasi do not know what they think if you handle the case what do you think?

We would like to ask SupaCasi 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 will have negative impact on the casino's rating.

Supacasi has only offered a refund on my total deposit, I declined their suggestion.

Suggested they would repay the deposit of 383 euros and after that we let their license holders decide on the remaining amount of 842 euros. Those who have referred the entire case may be tried against certria@gaminglicences.com

Supacasi has thus denied my decision and violated our agreement. They do not protect their players from gambling addiction. Although I optionally set limits on games, they immediately allowed me to play beyond those limits.

It is clearly stated in the general terms and conditions, all games placed over placed games must be blocked.

This operator should be avoided at all costs, their support is responsible for protecting players and they can not prove otherwise. Their general terms and conditions are clear and I have followed the terms and conditions.

Supacasi staff by email have confirmed my boundaries are placed, it is after email communication.

I have before chased them on the chat to get the limits set, they have either shut down the chat or referred to email contact. I email them 2021/10/26 the same day reply supacasi support by email. Unfortunately, it was possible to place bets over the 2021/10/30 limit.

If players do not want to end up in the same position as I ended up in, think about which operator you choose.

Hello Rubbe666!

Do I understand correctly that your case was raised and is being investigated by the licensor? Please note, that in this case we will have to close this complaint, so we won't interfere with the resolution with the licensing authority of the casino.

Only supacasi has taken a position on the final decision!

There is no assessment today or communication from licensees.

Dear Rubbe666,

I am afraid that your explanation of the situation was not clear enough, I would like to kindly ask you to specify it more in-depth.

This is supacasi message!

I have tried to contact the regulator, what would be the significance of complaints with you?

Honestly, it seems that you are not involved in my case but only extend the operator's response time!

Do not think you can influence them, supacasi has made its decision.

Better world knows how supacasi acted, you have an operator who violates conditions and does not protect players from responsible gambling, proven which company you should choose.

Their licensees do not answer email or phone.

No gambling commission should be set up, because it has violated the terms and conditions of an agreement between me and them. Then the licensee has the task of deciding whether they protect players against gambling problems.

Antillephone NV

They do not exist because I presented the complaint to them 18 days ago.

It was disappointing that the license holder did not answer me, as I contact you.

The situation has not changed, supacasi uses their terms and conditions against one when you win money (in my case they can not do this) and when I win money there are no terms and conditions.

In my case, they want to repay the deposit, I interpret what the gaming company knows they have done wrong and violated terms and responsible gaming.

Not meeting the requirements for responsible gaming and still getting a license is scary!

Supacasi message!

I have tried to contact the regulator, what would be the significance of your complaint?

Honestly, it seems that you have no interest in my case but only extend the operator's response time!

Do not think you can influence them, supacasi has made its decision.

Better world knows how supacasi acted, if you have an operator who violates conditions and does not protect players from responsible gambling, then it is proven which company you should choose.

Their licensees do not answer email or phone.

There is no need for a gambling commission, because they have violated several rules under the general conditions. An agreement between me and them. Licensee task to determine if they protect players from gambling problems.

Antillephone NV

They do not exist because I complained to them 18 days ago.

It was disappointing that the license holder did not answer me, as I contact you.

The situation has not changed, supacasi uses their terms and conditions against one when you win money (in my case they can not do this) and when I win money there are no terms and conditions.

In my case, they want to offer back the total deposit, I interpret what the gaming company knows they have done wrong and violated terms and responsible gaming.

Not meeting the requirements for responsible gaming and still getting a license is scary!

Dear Rubbe666,

Thank you for the in-depth explanation. Could you please tell me which contact did you use when trying to get in touch with the casino's regulator? We always advise players to use 'complaints@gaminglicences.com' when it comes to raising complaints to Antillephone licensed casinos.

I understand the fact, that lack of the responsiveness of SupaCasi representatives within this complain might provide underwhelming experience, however we are not able to continue with resolving the issue when the casino fails to reply and actively participate on the resolution process. Therefore, we are forced to close this complaint as 'unresolved'. Also, the time invested in this complaint's thread will not be in vain, as it is one of the requirements when issuing a complaint with the casino's regulator.

In case you did not used the aforementioned email address to contact the regulator, I'd like to strongly advise to do so. Please note, that the response of the regulator may take a few weeks, even months, to take place. Nevertheless, we have no other option to pursue within this particular case.

Please, let me know answers for my questions and in case you'd need any help or advice when it comes to contacting the regulator, please let me know.

Thank you for all the participation, the address you entered is the ones I wrote to. To claim when operator supacasi has abused their general terms and conditions.

This gaming company only and regret, responsible gaming should be reviewed by their licensee.

Thanks for everything!

Hello Rubbe666!

Thank you for information provided and I wish you the best of luck in your case. I will now proceed and close this complaint, as we will be waiting for the regulator's decision. I'd also like to kindly ask you to let us know about outcome of the process. You can do so by reaching me via my email address: 'martin.d@casino.guru'.

Dear Rubbe666,

We hope this message finds you well. We wanted to follow up on your case, which was marked as "Waiting for Regulator" on our website some time ago. We were wondering if there have been any updates or resolutions since our last conversation.

If your case has been resolved by the Licensing Authority, we kindly request you to forward us their official statement at peter.c@casino.guru. On the other hand, if the ruling was in favor of the casino, it would still be incredibly helpful for us to know. We understand that it has been a while, but updating your complaint will allow us to either issue black points to the casino (if the ruling was in your favor) or warn other players and users about cases where the Authority supports the operator.

We truly appreciate your cooperation, and your response would be of great assistance to us. Thank you in advance for your reply.

Best regards,

Peter

We have received a message from Rubbe666 stating that there has been no response from the licensing authority and they couldn't come to an agreement therefore we will now close as unresolved resulting in a decrease in rating. If the casino decides to resolve this case, we will reopen the complaint and you will be notified by email. 

Best regards,

Peter