HomeComplaintsSuprabets Casino - Player’s account closed after winnings.

Suprabets Casino - Player’s account closed after winnings.

Amount: €2,000

Suprabets Casino
Safety Index:Above average
Submitted: 31 Jul 2023 | Case closed : 23 Aug 2023
Case closed Our verdict

Other

REJECTED

Case summary

1 year ago

The player from Estonia reported difficulties with Suprabets casino. After verifying her account, she made winnings of 2000€. However, his withdrawal request was first delayed and then denied with the claim that his account was under review. Shortly thereafter, his account was closed for an alleged breach of terms and conditions, which the player disputes. After gathering the necessary information from the casino, the complaint was closed as "rejected" because the player's issue relates to sports betting and accusations of breaching its rules.

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1 year ago

Hi, on 28th of july i've made an account in suprabets and deposited 600€ after i placed a bet on 2 teams with most of that money, however one game wasn't played and the 2nd one won so i only profited about 40€


After that i went to play some blackjack (single player blackjack) and wagered a good amount of money however i ended up losing quite a bit, then got back to where i started from and stopped.


After that i played roulette in live casino and profited 100-150€ (can't exactly remember)


I then bet on an esports game (On heroic, whos the top 1 team in counter strike currently and was playing in a 1m prizepool tournament) and ended up winning 1100-1200€, after that i tried to make a withdrawal but it told me that i needed to verify my account first before i can do that, so i uploaded my documents (ID proof and address proof, i submitted my id card and bank statement that includes my address)


After that i played a bit more live roulette to win about 100€ more to get to exactly 2k € balance and i managed to do that, after that i went to sleep since i had to wait for my verification to be finished before i can withdraw.


The next day my account was verified (All documents i submitted showed as 'verified') and i could make a withdrawal, i assumed it would receive it instantly (as it says skrill deposits/withdrawals are instant) but i didn't, support told me i had to wait up to 24 hours so i did.


The next day (30th) my withdrawal was declined and the message said that my account was under review.


I messaged support about it and they said that i had to wait up to 24 hours again to get a response so i did and i did not get any response for 24 hours so today i messaged support about it with this message:


"Hello, i made a withdrawal 2 days ago which was rejected yesterday, i was told that it was because my account is under review, I then emailed info@suprabets.com asking about why that is the case and that my account was verified and the reply i just got an automatic reply back saying that i need to verify my account and that it can take up to 24 hours but i've literally already verified my account 3 days ago (and it says verified for all documents i submitted) please give me an update."


The reply i got from them was that i needed to email them, basically ignoring my question or giving me any meaningful answer but to my surprise literally less than 2 minutes after that message i got a reply to my email, which says:


"Dear player,


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


In accordance with our terms we will close your account

 


Thank you for understanding


Yours sincerely,

SB team"


When i saw this message i was beyond shocked, especially after i could not login to my account anymore. How could i have possible violated any terms/conditions when i've barely played on the site? 11.5 in their terms of conditions says this:


11.5 For the purposes of this paragraph 11:


I then checked paragraph 11 and it says:

11. COLLUSION, CHEATING, FRAUD AND CRIMINAL ACTIVITY


which is beyond ridiculous to me.


How could i have possible cheated/comitted any fraud when my gameplay was perfectly normal? i played single player blackjack (and in a very normal way, just did 15-30€ bets for the most part) and live roulette (again my gameplay was perfectly normal, i bet on quite a lot of numbers but more on some of them that i felt were gonna hit)

And in sports betting, I bet on 3 teams in total, one game was canceled, one (that was in a 2 way combo) won, where i only won about 40€ and then on map 2 and 3 on Heroic vs Themongolz (Won the most from that and it was the biggest game of them all, 1m prizepool tournament, top 1 team playing vs top 20 team) That is literally all.


And to answer any obvious questions (to hopefully speed this up):


1) I have never had an account on this site before (in fact i never even heard about it until a week ago, found it advertised on a site that shows odds for different games, sports, esports) and i saw that it has a good rating here in casino.guru so i decided to register after seeing that it has instant deposits/withdrawals for a couple payment methods and quite a lot of playable games in casino and also a lot of markets in sports.

2) I never took any bonus when i registered and i don't in any site since the rollover / terms & conditions for these bonuses are usually quite unfair (at least for me)

3) I was fully cooperating with them, sent my documents to verify myself when they asked (as i know this is a common procedure) patiently waited the 24 hours when support told me that's how long it can take to get an answer.


I really hope this can get solved as fast as possible, the last time i had a problem with another casino and made a complaint here, it ended up getting solved, however it took a while (as the casino replied quite slowly) I really hope this gets solved asap.

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1 year ago

Hello Risto,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with SuperBets Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if the casino specify in which action did you breach the terms - was it sports betting or casino games? Is anybody else from your household owns an account in this casino? Did the casino refund your deposited balance? When was the last time the casino responded to you and what exactly?

Looking forward to your answer.

Regards,

Nick

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1 year ago

Hello, the message i included in my complaint was the last message i received from them, now i haven't received a reply for over 24 hours and support said they would reply within 24h


They didn't specify what terms i breached, the msg i included in my complaint is the only message about this that i got from them.


Nobody in my household owns an account in this casino and i don't even know any1 else that does.


They didn't refund my deposited balance.

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1 year ago

Just an update that the casino has still not replied to me for over 48 hours now and all their support says is that it can take up to 24 hours for me to receive a reply, even if i explain that i've been waiting for a while they just repeat their answer, as if i was talking to a bot.

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1 year ago

It has now been 4 days without any reply at all from suprabets

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1 year ago

Still no reply at all from suprabets 😕

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1 year ago

Hello Risto,

Thank you for all the information provided so far. As we will need more details regarding your account closure directly from the casino, I will be forwarding your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Please keep in mind that if the account closure was caused by a sports betting related breach of terms, we will be forced to close the complaint as we deal only with casino related issues.

Best luck resolving it.

Regards,

Nick

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1 year ago

Thank you for the reply, hopefully they don't claim that altho i am slightly worried because looking at other complaints most of them have been rejected due to it being sports related according to the casino.


If they do claim that i hope they can't just get away with it without providing proof because in my case it's literally impossible for it to be anything related to sports, as i said all of my bets (except 1, which i only won €40 from) were on a huge game (as in top 1 team playing in the biggest tournament of the year) and there's literally nothing that can even be done wrong to breach any terms.

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1 year ago

Hello, Risto,

I am sorry to hear about your unpleasant experience, and I apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Suprabets Casino's representative to join this conversation and participate in the resolution of this complaint.

 

Dear Suprabets Casino team,

Could you please provide us with an explanation of the player's situation in more detail? What steps should the player take to unblock the account and withdraw the accumulated winnings?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Edited by a Casino Guru admin
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1 year ago

Dear all,


This is a sportsbook account, proof was sent to branislav.b@casino.guru


thanks

sb team

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1 year ago

It's not a sportsbook only account, ive wagered as much in casino as sportsbook if not more, I have pictures of gameplay to back this up

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1 year ago

Dear Risto,

Unfortunately, I am afraid that your fears have come true. The casino was not only able to claim it, but it was also able to support its claims with sufficient evidence.

Basically, it is not just about how much you played sportsbook and how much you played in the casino section. It is also about the way you played in these sections. Based on the evidence provided, it is clear that the casino section was played very likely only to hide the previous activity made on sports betting. It is obvious that despite betting a significant amount in the casino section, your game history shows that the sum of the bets was almost equal to the sum of the winnings from them, and the winnings from this section represent something around 4.5% of your disputed amount (low-risk play). It means that we are not talking about regular play in the casino and that most of your disputed winnings indeed were accumulated from the sportsbook.

As you might know, our forum deals with complaints about online casinos only. I understand it must be difficult for you, but as was mentioned above, we do not have enough insight to take on this kind of issue, and after gathering all the necessary information, it is clear that the allegations relate to sports betting play. Therefore, I am forced to close your complaint as 'rejected'.

I recommend you submit your complaint to one of the websites that deal with sports betting-related complaints, to ADR, or directly to the authority that regulates the casino.

If it is convenient for you, we can continue our communication through e-mail (branislav.b@casino.guru).

Thank you very much for your understanding, and sincerely wish you good luck in resolving your issue.

Thank you too, Suprabets Casino Team, for your cooperation and help.

Best regards,

Branislav, Casino.Guru

Edited by a Casino Guru admin
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