A player from Argentina has had their account closed by the casino, with the casino claiming a violation of their terms and conditions. We closed the complaint because the issue was sportsbetting related.
Hello. The casino has closed my account and confiscated my money, claiming that I violated point 11.5 of their terms and conditions. This is not true. I've sent emails, but no one has ever responded to me. I need your help, please, so that I can at least recover my money.
Thank you
Dear gabyfcosk,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Suprabets Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
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,
Tomas
Hello Tomas. I have only opened the account for 3 days and they closed it yesterday. I opened it last Sunday.
I found out because yesterday they sent me an email (I forwarded it to their email)
I have not used any type of bonus with my deposits
Thanks for your messages.
What games did you play to accumulate your current balance in the casino, please? (slots, live games, multiplayer, sports betting)
Thank you for your reply, asamikot. As you might know, our forum Casino.Guru, deals with complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue related to sports betting.
However, I can recommend a few websites that might be able to help you. Please, let me know if you are interested in the list of these websites, and thank you very much for your understanding.
Dear gabyfcosk,
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.
Hello. I still don't have a response from the casino. No one ever gave me any information as to why they closed the account and confiscated my money.
Please understand that if you only placed bets on sports betting and your account has been blocked, the casino probably detected activity that requires further investigation. Since we don't have enough insight into this field of online gambling, we wouldn't be able to interpret the casino's results of the investigation and/or their explanation correctly and judge this case fairly. We don't think that your complaint is unjustified, we just couldn't evaluate the issue properly. We would really like to help, but it is impossible for us this time.
Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.