The player from Portugal has been struggling to withdraw his winnings due to ongoing verification. After submitting all the requested documents, the casino told the player that all documents had been received in compliance. The player then tried to request a withdrawal again but was told this would be rejected for security reasons and that the casino would look into the issue. There was no response from the casino to this complaint so it was closed as 'unresolved'. The complaint was then reopened at the request of the casino. They stated that the player had their winnings confiscated due to the use of a VPN, and also that their deposits had been returned. The player confirmed receipt of the payment and that they now consider the matter resolved.
SupaCasi Casino - Player's withdrawals are being rejected.
Amount: €1,100
SupaCasi Casino
Safety Index:Very lowCase closed
RESOLVED
Case summary
On the 26/05/2022 at 12:33 I made an attempt to withdraw €500, on the 27/05/2022 at 10:28 this amount was credited back to my casino account, I contacted the casino support via chat, to which they replied that there was a technical failure on their side and that the withdrawal was rejected, to make the withdrawal again which was already going to be processed successfully. On the 27/05/2022 at 13:17 I withdraw €500 again and to my surprise on the 30/05/2022 at 9:13 the money was placed in the casino account again and the withdrawal was rejected, I said again with the support to which I receive the answer that the survey cannot have special characters in the name, I did the survey again without the special characters in the name on 05/31/2022 at 9:42, today 05/31/2022 at 10:31 I see the amount credited to my casino account again and I have an email saying that the withdrawal was rejected but this time because I had to send a photo of my ID next to my face to validate that it's me, when I had already submitted all the documents, they were validated and only after that I was given the option to withdraw.
I sent the email with the photo next to my face as well as the photo of the ID. And I did the withdrawal again, but tomorrow it's going to be rejected for something else, I've already seen that they don't want to give me my money.
Dear Marcelo,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you made any successful withdrawals before? Have you received any confirmation regarding successful verification?
Have you accumulated your winnings with or without an active bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
Good Morning.
I have never had a successful withdrawal.
The confirmation I had was that before the documents were validated, the survey option was disabled, after submitting the documents and waiting a few days, the survey was available. I was asked yesterday to send the photo of the identification document next to my face, I received a confirmation of receipt of the photo at night, however I had made the withdrawal again, and today the amount returned to the casino account again .
I never used any bonuses.
Thanks
Thank you for your reply, Marcelo. Have you tried using a different withdrawal method?
Additionally, if there is any communication other than the one in the attachments, send it to my e-mail address (kristina.s@casino.guru). Thank you in advance.
Good morning, now they asked for an official proof from the communications operator, they said that if they had a prepaid tariff, all that was needed was a screenshot of the operator's application where it showed the name and number, I sent this, plus a document issued by the operator on the online page and they said after it was not valid, it had to be an official document issued by the operator.
I went to my operator's desk yesterday to ask for a statement and I've already sent it to them, I'm waiting for their response to see what's missing now.
But they clearly don't want to pay, they've already taken everything, now they're going to invent something else. However, I will send the exchange of emails by email.
Thanks
Sorry, I didn't answer the question, I don't have an alternative method to withdraw, because to withdraw with another method I have to deposit first with that method and I won't.
Good morning again,
I received an email saying that the documents had all been received in compliance, I asked if I could then make my withdrawals.
I already had a withdrawal pending since yesterday in the hope that after delivering all the documents they asked for it would be accepted.
But no, now I got an email saying that the withdrawal was rejected and that the withdrawal functionality was going to be blocked for security reasons and that they would look into the issue.
Thank you very much Marcelo for your cooperation. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) 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 Marcelo,
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite Supacasi Casino to join the conversation and participate in the resolution of this complaint.
Dear Supacasi Casino,
Can you please provide an update on the status of the player's verification/withdrawal?
Kind regards,
Adam
Hello Marcelo,
We have so far received no response from the casino, I will attempt to contact them once more. In the meantime, please let me know if there are any developments.
We would like to ask SuperCasi 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, the complaint will become ‘unresolved’ which may negatively affect its rating.
Dear Marcelo,
I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be done without cooperation from its side.
I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.
In the meantime, I recommend you to contact the Curacao Antillephone Gaming Authority (certria@gaminglicences.com) and submit a complaint to them. It's not the best licensing authority but it has more options and tools to help players. Let me know how they replied (adam.m@casino.guru).
I wish I could have been of more help.
Best regards
Adam
This complaint has been reopened at the request of the casino.
Dear Marcelo,
The casino has contacted us and provided evidence that your winnings were forfeited and your deposits returned due to the use of a VPN.
Could I ask you to comment on this, and confirm if your deposits have been refunded to you?
Kind regards,
Adam
Dear Marcelo,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.
Good afternoon. The casino returned all my money. But I don't know why. The truth is that I managed to withdraw all my money to my account.
But I do not advise anyone to play in this casino, this is very bad.
Hello Marcelo,
Thanks for the update. As you have received your payments, can I please ask you to clarify if you now consider the matter resolved?
Kind regards,
Adam
Thank you Marcelo.
I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
Kind regards
Adam
