Suprabets Casino - Player's account closed, withdrawal request rejected.

Hello

I registered in suprabet 2 months ago, on start I sent my documents for verification and got verified, on 19 & 20 I made 2 deposits of 250€ and 500€.

On 9th March I requested withdrawal of 1590€, suprabets rejected this request

"Dear player, According to our terms and conditions : "30.10. Before the first payout is ordered, the player must wager 3 times the deposited amount at a bet greater than 1.30. This requirement is explained under anti-fraud and anti-money laundering." Best regards, SB Team"

Since 20.01.2024 I made turnover of >`5000€~ in their service.

I sent ticket with question why this happened, I did not receive any reply. I played in the casino a little more meanwhile and requested withdrawal of 1606€ today.

After waiting whole day for processing withdrawal I received mail informing that my account is closed.

"Your account has been flagged for violating our terms and conditions point 11.5

In accordance with our terms we will close your account"

I am convinced that I did not break any of their terms, I did not even use their bonuses and my all actions in this casino was normal.

This is pure theft in white day, I don't understand how this casino can have that high trust score if they are constantly scamming everyone.

Dear martinnagle6,

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. 

• Could you please advise which games you focused on while your account was active - slots, live casino, sports betting, etc.?
• Did you accumulate your winnings with or without an active bonus?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. 

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

Hello,

• Could you please advise which games you focused on while your account was active - slots, live casino, sports betting, etc.?

In last week I was playing mostly casino aviator

• Did you accumulate your winnings with or without an active bonus?

No, I did not take any of their bonus.

I forwarded my communication over mail with suprabets to your email.

Thank you very much, martinnagle6, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello there,

Thank you martinnagle6 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 was the player's account blocked and what can we do to help resolve this issue.

Thank you!

hello,

email sent to peter.c@casino.guru

thanks

Thank you for providing the information Suprabets Casino representative.

Dear martinnagle6, from the information provided by the casino it is clear that the reason for the rejection of your withdrawal is due to a violation of sports betting related terms, 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