The player from Brazil had had a successful betting experience on two games at Suprabets Casino. After he had verified his account and submitted a withdrawal request, he was informed that his account had been cancelled without a clear explanation. The player's winnings had been accumulated through real money, not a bonus, and his last communication with the casino had resulted in an automated response citing a violation of article 12.7 of their terms of use. However, as the player's issue had been related to sports betting, we had been unable to assist him due to our focus on casino-related complaints. We had recommended him to submit his complaint to websites specializing in sports betting.
Suprabets Casino - Player's account closed after winning bets.
Amount: 2,250 R$
Suprabets Casino
Safety Index:HighSafety Index
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Case closed
Our verdict
Other
REJECTED
Case summary
5 months ago
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5 months ago
Translation
I recently opened an account at this betting house and placed bets on two games, Goiás x Coritiba and Vila Nova x Vitória. Fortunately, I correctly predicted the final results of both games and when I attempted to withdraw my winnings, the site requested my documents and proof of residence.
After I submitted the requested documents, which were accepted by the website, I attempted to withdraw my winnings again. However, I received an email notifying me that my account had been cancelled.
Regrettably, I have read numerous reports of similar situations and I would like a plausible explanation for the cancellation of my account.
Automatic translation:
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5 months ago
Hello Icaro,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Suprabets Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about? Did they explain the reason of blocking your account?
Looking forward to your answer.
Regards,
Nick
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5 months ago
Dear Icaro,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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5 months ago
Translation
The account was verified on 11/06, and only after verification was I able to make a withdrawal request.
The bet was made without a bonus, as I chose not to choose the bonus offered for the site as it only included the casino and not sports betting.
I sent some emails to the website, however they justified it with an automatic message that I did not respect article 12.7 of the terms of use
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5 months ago
Hello Icaro and thank you for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.
Please keep in mind that if the account closure was related to sports betting, we won't be able to proceed in resolving the complaint as we deal only with casino complaints.
Wish you best luck resolving it.
Regards,
Nick
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5 months ago
Hello Icaro,
I'm Michal and I have taken over your complaint. I have reviewed your case and do I understand correctly that your complaint is purely sports betting related?
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5 months ago
Translation
Exactly, my complaint refers to the account being blocked at SupraBets after correcting the final result of the football match
Edited
Automatic translation:
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5 months ago
Dear Icaro,
Although I can understand your frustration, unfortunately, as your complaint was sports betting related we wouldn't be able to advise you correctly as we don't have enough insight into sports betting. We don't have a branch dealing with sports betting yet. If you haven’t known that yet, our Casino.guru complaint forum deals with complaints regarding online casinos and online casino games only.
We wouldn't be able to competently judge 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,
Michal
Casino.Guru
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