SupaCasi Casino - Player’s withdrawal has been withheld.

Hello.

I found this site while ago and I thought I would give it a try. I played few deposits with daily bonus, where I deposited 250eur and received 300eur bonus money. Then, when I won, I have triple checked that I have wagered all the requirements fully. I sent them the KYC-documents and I received an email that my account has been verified.

When I first tried to withdraw this 832,53eur balance, they first activated some "loyalty bonus" which I hadn't claimed at all. I just declined this loyalty bonus because I hadn't claimed it.

Then when I tried to withdraw my balance (first time 30.11.2021), I received an email from their staff which accused me usage of VPN and I should explain it why's this. I explained that I have never used or I have never even had one on my computer so I really don't have idea how could it be. I am using 4G connection which could explain it somehow, but that's out of my reach and I can't do anything about it.

Then they never emailed me back about this. I tried to contact them multiple times from their live chat or email but no one never responds me back. It's starting to get frustrating and I really don't know what else I could do anymore.

Thank you in advance.

Dear mirohi,

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

I hope I understood correctly that you have been accused of using the VPN.

We will contact the casino and ask for supporting evidence, but, before we do so, could you please confirm that you have never used VPN (Virtual Private Network) to alter your location? Your confirmation is essential for this case and I’m not asking this to get you in trouble, I’m just trying to understand how the casino handles its own rules.

The problem with using the VPN is that you might be involuntarily connected to another IP address which is related to a different casino account in the same gambling establishment, hence, it seems as you created multiple accounts from one IP address. Or, on the other hand, a player might be using VPN to hide that they’re accessing the casino’s website from a restricted jurisdiction.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela 

I haven't used VPN at any point I played at the casino. I don't even have any VPN program installed on my computer.

Thank you very much, mirohi, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej (andrej.p@casino.guru) 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.

Dear mirohi,

From now on, I’ll be in charge of your complaint. I’ll contact the casino and see if I can help.

I would like to invite SupaCasi Casino to join this conversation.

Dear casino team,

Can you please explain your position on mirohi's case? You can forward any relevant evidence to andrej.p@casino.guru.

Ok thank you, Andrej.

Dear mirohi,

Unfortunately, we haven’t received any response from the casino. We will now try to get in touch with the casino team via other means.

We would like to ask SupaCasi team 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 this complaint as ‘unresolved’.

Dear mirohi,

Unfortunately, as we have not received any response from the casino, I cannot continue resolving your complaint and I’m forced to close it as ‘unresolved’.

I’m sorry I couldn't be of more help, but closing this complaint as unresolved will at least negatively influence the casino's rating and other players can read about your experience in our review.

There’s still the option to submit an official complaint to the casino’s Licensing Authority – Curacao Antillephone (complaints@gaminglicences.com).

Please let me know if you decide to do so and/or our assistance is needed. My e-mail address is andrej.p@casino.guru.

The casino can reopen this complaint anytime.