The player from Romania had registered with Superbet, deposited money, and placed sports bets. When he attempted a withdrawal, he was asked for a selfie, which resulted in the account being closed without explanation despite multiple verification attempts. The player sought his winnings and an explanation for the closure. Despite multiple attempts to contact the casino for clarification and resolution, no response was received. Consequently, the complaint was closed as unresolved.
Superbet Casino RO - Player’s account has been closed.
Black points: 374
Amount: 6,277 lei
Superbet Casino RO
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Unresolved
Our verdict
No reaction, good regulator
UNRESOLVED
Case summary
1 month ago
Public
Public
2 months ago
[sensitive information hidden by Casino Guru]
Subject: I was cheated of money by SUPERBET
Message: Hello, my name is A. M. and I was lied to by the betting house called SUPERBET, they took my money and closed my account for nothing. The situation was like this, I registered on June 7, 2024 and deposited money into my account so that I could play sports bets, I played for a few days, took a break, played again, and when I initiated a withdrawal, they asked me for a selfie that sure to the girl on the same day on 21.06.2024 and they told me to wait 48 hours, after 4 days of waiting I contacted them via live chat and there they told me that I didn't send anything and that's all it's proven that I sent, they said no and they said to send another selfie type picture, I said ok and I immediately sent another selfie also via live chat and I just sent it and they suddenly said that the account is closed and that's it they left the chat and since then nothing. Please check the situation and let me receive my money that belongs to me because I did not violate anything and they did so without explanation for nothing. My account was verified from the beginning when I registered. I am waiting for your answer. These are my account details USER: [sensitive information hidden by Casino Guru] EMAIL: [sensitive information hidden by Casino Guru]
Public
Public
2 months ago
Dear AmihaiM,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.
Could you please confirm that when you registered in the casino, you submitted your correct personal information, including your name, surname, CNP, and address?
Does the information in your casino profile match with all the information on your documents?
Do I understand correctly that your account was blocked after you submitted your selfies?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Public
Public
2 months ago
Hello, yes you understood everything correctly, I also have messages on email where it says: Thank you for the identity document sent.
The identity verification process has been completed successfully.
And after I initiated a withdrawal, they asked for a selfie, which I sent after 4 days, they said that I didn't send anything and they asked again and I sent another selfie and suddenly they closed my account in a few seconds.
I hope you can help me.
Thank you.
Public
Public
2 months ago
Thank you very much, AmihaiM, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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 in the near future.
Public
Public
2 months ago
Hello, AmihaiM,
I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.
Dear Superbet Casino team,
Could you please explain the player's situation in more detail? Why has the user's account been blocked and winnings confiscated? What steps should the player take to unblock the account and/or complete the KYC and withdraw disputed funds?
If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?
Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).
Public
Public
2 months ago
We would like to ask the 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 may negatively affect its rating.
Public
Public
1 month ago
Dear AmihaiM,
Since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.
There is one more option on how you can try to resolve your issue or speed up the process - I recommend you contact the gaming authority the casino is regulated by (Oficiul Național pentru Jocuri de Noroc) and submit a complaint directly to the regulator. You can follow the instructions/manual on the website mentioned also in the casino's Terms and Conditions - HERE, or use relevant contacts from the ONJN "Contact" section HERE. In addition, I am providing an article on our website dedicated to the complaint processes generally - HERE.
In case of any questions or news from the regulator, do not hesitate to contact me at branislav.b@casino.guru.
I wish I could be of more help. I sincerely hope you will not come across a problem like this again.
The casino can reopen this complaint anytime.
Best regards,
Branislav, Casino.Guru
