The player from Romania had his account closed and money confiscated after the casino requested multiple selfies for verification. Despite providing the requested information, the casino claimed he had provided incorrect details and refused his withdrawal request. The Complaints Team attempted to contact the casino for clarification, but no response was received. Consequently, the complaint was marked as unresolved, and the casino's rating was affected negatively.
Superbet Casino RO - Player’s account has been closed.
Black points: 609
Amount: 12,780 lei
Superbet Casino RO
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.6
Superbet Casino RO has a Safety Index of 8.6, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction
UNRESOLVED
Case summary
9 months ago
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10 months ago
Dear CabalPL,
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.
Have you provided all the correct personal information when you registered in the casino, including your name, surname, CNP, address, date of birth, and phone number?
Has the casino specified which of your personal information was different in your identity documents and in your account?
Could you please specify what documents you sent for the KYC verification?
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
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9 months ago
Hello, I just sent a selfie of me with a bulletin and a piece of paper on which I wrote the current date and the name of the betting house
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9 months ago
Could you please forward me the photograph and other documents you sent to the casino for verification? My email address is veronika.l@casino.guru. Thank you.
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9 months ago
Hello, I sent the document you requested to this address, I hope you received it
veronika.l@casino.guru
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9 months ago
Thank you very much, CabalPL, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.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 in the near future.
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9 months ago
Dear CabalPL,
I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.
I would like to invite the Superbet Casino's representatives to join this discussion and provide any available information to help resolve this issue.
Dear Superbet Casino,
Could you please provide a comprehensive explanation of this case, including the reasons behind the closure of the player's account?
Thank you in advance for your response!
Best Regards,
Kubo
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9 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.
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9 months ago
Dear CabalPL,
I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved.
I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.
Best Regards,
Kubo
