Suprabets Casino - Player from Germany reports blocked account and delayed withdrawal.

- the disputed amount is an estimated sum since I had lot of substantial open bets and I was blocked before these were closed. It can be more, it can be less, no way for me to check. But not less then 1000€ in any case.

- Account opened october 2022, successfully completed the verification and played sports and casino together

- Played the same way the whole time, combined casino with sports.

- During the time before blocking the account in September 2023 I had deposits of €4300 and withdrawals of €450.

- The block and the typical message about flagged account and breaking the infamous nothing and everything rule came maybe one hour after I tried to withdraw 200€ from some winings.

I played sports based on my preferences and the value I saw in games that were offered from Supra, I don't see any possibility for an unfair advantage there, they always keep the right to block any game or to declare the game void, as any other betting house, there is nothing special here. I claim I used my brain only to find the games where I found value and there is no way to prove the contrary.

Also I traveled often to Serbia this year and I logged myself lot from Serbia too, but there is no crime or advantage there too, I am from Serbia, gave them serbian passport during the verification. I can show plain tickets if needed, not that someone asked me to.

Of course I always used my one and only account.

The only casino game I played is holdem poker from evoplay, and I played it in different ways, using different tactics. But mostly I used thw tactic double the buy in if I lost the last hand, and follow up on a good hand. And so on. And this game is played against the dealer. I would bet harder in case I have a good hand and I would leave the game if I have winings.

Since I believe or suspect that they have some software that follows the player behavior, and they tend to be more generous at the beginning to get you into the game I combined suprabets casino with casinos that offer the same evoplay game.

So, I have also I think 1win, babibet, zenit, cloudbet, rabona, pinup...that offer the same game. My tactics to fight the software AI programming sucking me into the game was 15€ rule, as soon as I win 15€ I go to the same game by different casino. The same rule goes for losing, and I had some other tactics, but no need to share the whole thing.

Long Story short, I don't see how does any of this break any rules and why is my account blocked and why is my money stolen.

I only got one answer from them informing me they have the right to steal my money since it is written somewhere in their rules.

I hope there is some way you can help me, thanks in advance.

Nenad

Dear nenadmaksim,

Thank you very much for submitting this complaint. I'm sorry to hear about your issue. Please allow me to ask you a few questions to make sure I understand your situation completely.

Have you played the exact same game in several casinos simultaneously, i.e. at the same time?

Have you received any closer explanation if your account was blocked due to your gameplay in poker, or due to sports betting?

Do I understand correctly that you made some successful withdrawals from this casino in the past?

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

Hello Veronika,

Just small correction, I was KYC verified not immediately after the registration, but at some point later. I can Chek my emails if the exact date is important.

There was no exact explanation as to which rule in what area was broken, just the mails that I sent you in the attachment.

What I can confirm for sure, is that flagging the account came maybe one hour after I tried to withdraw 200€.

Yes, I had successful withdrawals in total sum of 450€, but always divided into the smaller sum requests, 20-30€. Actually that shouldn't make any difference, how big is the withdrawals sum, but it looks like someone had a problem with the sum of 200€.

I never played the same game at the same time on more casinos, I always used just my mobile phone so it would also be technically impossible for me. And yes, I always played only this game:

https://evoplay.games/game/texas-holdem-poker-3d/

Still I am missing to see what could I have done here that is against the rules, it is my business through which casino am I going play the game. There is no exclusivity clause I hope, all of the casinos offer 90% same games in every case.

Unless evoplay as a game developer has some way to follow the players, amd from how many casinos do you play, but that also should not be the issue in any way. As I mentioned there can't be any serious exclusivity clause here, if something like that was written in the rules it is a total nonsense.

Thanks for your reply and opening the case, I hope the matter can be solved.

Thank you very much, nenadmaksim, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.

Hello there,

Thank you nenadmaksim for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Suprabets Casino for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

Thank you!

Hi Peter,

thanks for your response, just one correction which I believe is important, it is also written above in descriptions, my account was flagged and blocked after I tried to make a withdrawal of 200€.

The only reason given was breaking of general rules, which also doesn't make much sense, since I played only one casino game and made my betting the same way for all my time there, and that was almost a year. In that time I had multiple successful withdrawals, so no sound argument can be made, why would the account suddenly be flagged.

I am looking forward to the casino answer. I also hope they are not going to take the easy way out and blame it simply on some vague reason just to close the case here, for example to say it concerns sports betting only and not casino, meaning case closed for casino guru.

I hope they are big enough to admit their mistake and allow me to come back or at least to withdraw my funds.

hello,

An email was sent to Peter

In casino the player lost more than the sum of his deposits

This is a sportsbook case, please close

please check

thanks

Thank you for the clarification Suprabets Casino Team.

Dear nenadmaksim, the casino has provided us with evidence that the reason for the flagging of your account was sports betting related. unfortunately, we don't have a branch dealing with sports betting yet. We wouldn't be able to advise you correctly as we don't have enough insight into sports betting, and we wouldn't be able to judge competently all the pros and cons, therefore, we have to reject your complaint.

Thank you for your understanding.

You can try to submit a sports betting-related complaint on these websites:

https://www.bookmakers.bet/submit-a-complaint/

https://www.top100bookmakers.com/contact-us/

https://www.sportsbookreview.com/sportsbook-complaint/

We’re truly sorry we couldn’t be of more help in this case.

If you run into any issues with this or any other casino regarding casino games in the future, don’t hesitate to contact us.

Best Regards,

Peter

We’ve reopened this complaint at the request of nenadmaksim. We have received the following message from the player.

Hello,

I reject the notion that this matter concerns sports betting.

I played sports the same way as always and I sent multiple emails to Suprabets support to prove it. I played only what was offered, with the odds that were offered and they had every opportunity to declare events void or to change odds, as all sport betting houses do.

I reject any notion I did anything wrong.

I am thankful to Casino for admitting that I have lost more than I have deposited in casino games, meaning more then 4300€.

I recognised that I have a problem and I self excluded myself in the summer. After a while at the end of August I wanted to come back and I lied (as compulsory gamblers often do) that I accidently excluded myself.

I wrote the mail writing I want in, and seeing my statistics in casino they let me in.

The problem is, they didn't ask the proper questions and asked me only to confirm that I don't have a problem and that I am accountable for my bets.

I confirmed that, but casino games were not mentioned at all! And this was the only reason for my self exclusion, not the bets as asked!

I think responsible playing should be considered more carefully and this is something that shouldn't be ignored.

I plea the casino to admit their mistakes and allow the withdrawal of my remaining funds.

I added the conversation via email.

Dear Suprabets Casino Team,

Could you please clarify if the player has previously filed for self-exclusion due to gambling addiction and provide us with any communication on this matter? I would also like to ask why was the player able to reopen the account so easily and continue betting. You can provide any information to my email. (peter.c@casino.guru)

Thank you in advance for your cooperation!

Hello,

Email sent to Peter

With all the proof and timeline

hope this helps and the case can be closed

Hello Peter,

to contribute additionaly to the problem, I explained some extra stuff and the timeline of events also in the general topic about Casino, not sure if you were able to check it out:

https://casinoguru-de.com/forum/casinos/suprabets-casino---generelle-diskussion/3#post-82270

I also wish to congratulate the casino on their prompt answers here, only whish they could do the same with their emails, and stop ignoring the questions.



Dear nenadmaksim,

After reviewing information from both you and the casino, there has not been anything that would suggest your gambling difficulties in your request for self-exclusion. We recommend casinos take note of players self-excluding and inform themselves of the reason but this obligation falls to the players alike as it is quite standard nowadays that when the player is unhappy with something in the casino, either the support, promotions, or anything else, they request permanent self-exclusion/permanent account closure. In the future, I would suggest informing the casino support about your gambling problem, and then they are obligated to close your account as soon as possible with much more strict criteria for reopening. Please note that our support in complaints regarding a failed self-exclusion is limited to cases where the player explicitly states they wish to close their account due to gambling addiction. When there is no mention or clear sign of a problem gambler, the player is responsible for controlling their gameplay. 

The casino also provided me with information about your account activities in which you have not played any casino games since your account reopening. As mentioned before, your account was closed due to sportsbook related terms and conditions violations. We do not assist with such issues as we don't have a branch dealing with sports betting yet. We wouldn't be able to advise you correctly as we don't have enough insight into sports betting, and we wouldn't be able to judge competently all the pros and cons, therefore, we have to reject your complaint.

 To Suprabets Casino we would advise giving the players the option to state their reason for self-exclusion in the online request form or ask for it if the player used the chat to do so. It could prevent situations like this in the future.

As suggested before I recommend filing a complaint on one of the sports betting related sites I have linked before. We’re truly sorry we couldn’t be of more help in this case. If you run into any issues with this or any other casino regarding casino games in the future, don’t hesitate to contact us.

Best Regards,

Peter