SupaCasi Casino - Player’s withdrawals are being cancelled.

Hi,

I opened an account 13.10.2021 on Supacasi casino and after playing some days I had a balance of 1000€. I decided to verify my account to withdraw atleast some of the money. I uploaded documents on 22.10.2021 to prove my identity, address and payment from Skrill. After few days I tried to withdraw half of my balance and that got rejected without a reason or email about any problems. I was told my a chat agent that I would be informed if anything was missing with the documents.

Next the chat itself was "closed" on the casino page so I couldn't contact anyone during few days except the email which I have rarely gotten answers. On the 1.11.2021 I sent an email to support@supacasi.com and they never answered. On the same day the chat was open again and the agent told me that I should upload a selfie with ID still and that would be the last document needed for the verification. I uploaded that instantly and tried to withdraw half of the balance after that. After two days I got an answer that I still needed to upload a document showing how I funded my e-wallet (Skrill) that I used for deposit on 20.10.2021. I uploaded a document from my bank showing a Trustly transaction because I made the deposit using Skrill but didn't have any balance on Skrill so I selected Trustly inside Skrill and made the deposit that way. I have explained this to Supacasi support now about 5 times on different chat and email conversations but no progress. I have gotten some answer saying that a document from my own bank should be enough and on 4.11.2021 confirming that they got the latest document and it should be checked soon. On 8.11 a chat agent told me that my documents should be reviewed in the next 24 hours. Next day another chat agent told me that my account was fully verified so I tried to withdraw half of my balance.

That withdraw was once again rejected without any emails or explanations. After that it has been continuous emails or chat conversations where I try to ask what is the problem and I get an answer that I need to upload document for the 20.10.2021 transaction (which I already have uploaded). It's like back-and-forth as they ask me for the document and I tell them I have uploaded it already and ask if they can tell me what was wrong with the document but they only answer that I need to upload the document...

Latest update is that they sent me an email 15.11.2021 apologizing the situation and that my case was forwarded to a responsible department (this I had also heard several times already) and they would answer me with an email within 48 hours. That 48 hours ended yesterday.

Dear moerskue,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Which method to withdraw your winnings you have opted for? Have you accumulated your winnings with or without an active bonus?

Additionally, if there is any other relevant communication between you and the casino, please, forward it to kristina.s@casino.guru (or alternatively post it here).

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,

Kristina

Hi,

I didn’t have any bonuses in use for the latest deposits at the casino. I tried to use Skrill withdraw as I used that for deposits too.

Thank you very much moerskue for your reply. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello moerskue,

I looked at your complaint and will do my best to help you. I would like to invite SupaCasi Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

We would like to ask the 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’.

I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’. You can contact Curacao gaming license. If you need my help with contacting them just send me an email here: viliam.v@casino.guru

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

I hope you won't come across a problem like this again.

The Casino can ask to reopen this complaint anytime.