The player from Mexico has been accused of breaching the T&Cs. The casino blocked his account. The case was rejected because it was sports related.
Suprabets Casino - Player's account has been blocked.
Amount: Mex$30,000
Suprabets Casino
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6.6
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Case closed
Our verdict
Other
REJECTED
Case summary
2 years ago
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2 years ago
Translation
I HAD AN ACCOUNT ON SUPRABETS, WHICH I HAD ALREADY VERIFIED.... ONE DAY IT TAKES ME TO MAKE A WITHDRAWAL TO MY NETELLER ACCOUNT AND I REJECTED IT, I TRIED AGAIN AND IT WAS REJECTED AGAIN, I READ THE CONDITIONS THAT YOU COULD ONLY WITHDRAW TO AN E WALLET IF THE DEPOSIT HAD BEEN WITH THE SAME, SO I TRY TO WITHDRAW TO MY BANK ACCOUNT, ONE DAY AFTER TRYING TO DO THIS, THEY WROTE ME AN EMAIL WHERE IT SAID THAT I HAD BREACHED WITH ONE OF THE THEIR SECTIONS AND THAT THEY ARE IN THE FACULTY TO KEEP ALL MY BALANCE (AT THAT TIME IT WAS 49,000 MXN AND I HAD APPROXIMATELY ANOTHER 20,000 AT STAKE) BUT THEY WOULD LET ME WITHDRAW MY DEPOSITS AND CLOSE MY ACCOUNT (I HAD DEPOSITED 29,000), THEY LEFT MY BALANCE AT 29,000 AND I WITHDRAWN IT, I HAD AN OPEN BET ON A SERIES OF AN NBA GAME, WHICH ENDED 1 WEEK LATER, WHICH I WON AND NOW I HAD A BALANCE OF 14,000...WHICH I TRY TO WITHDRAW AND UP TO DATE NEXT I GOT AN EMAIL WHERE IT SAID THAT MY CU HAD BEEN CLOSED ENTA ........... I CAN NO LONGER ACCESS IT, I HOPE YOU CAN HELP ME
Automatic translation:
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2 years ago
Hello FRANCISCO,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Have you received any further explanation regarding this situation? What term has been allegedly breached?
Would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.
I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.
Best regards,
Kristina
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2 years ago
Translation
Hello Kristina, thank you for your prompt response ............The only communication is 2 emails where they told me first that they blocked me and that I could withdraw my deposits and the 2nd where the account was definitely closed.. ....... I wrote to them if they could give me more explanation and I never received an answer ........... I resent these emails
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2 years ago
Thank you very much for your reply, FRANCISCO. I see that the casino accused you of breaching the term 11.5.1. I checked the General T&Cs and I found this:
"11.5.1 "Fraudulent practice" includes but is not limited to the following: any fraudulent activity engaged in by you or by any person acting on your behalf or in collusion with you, another player or affiliate, and shall include, without limitation: (a) fraudulent charge-backs and rake-back activity; (b) the use by you or any other person who was participating in the same game as you at any time, of a stolen, cloned or otherwise unauthorised credit or debit card, as a source of funds; (c) the collusion by you or with others in order to gain an unfair advantage (including through bonus schemes or similar incentives offered by us) such as evidence of fraudulent, unlawful, abusive, in our operator database or gaming provider database, such as the use of late betting, arbitrage betting or similar techniques, with or in conjunction with another user or other account used by you, regardless of the outcome, we reserve the right to cancel all the connected offers and bets in the fraudulent´s customer account(s); (d) using strategies that take advantage of any software bug or failure; (e) any attempt to register false or misleading account information; (f) any actual or attempted act, which is reasonably deemed by us to be illegal, in any applicable jurisdiction, made in bad faith, outside the interest of fair play, or intended to defraud us and/or circumvent any contractual or legal restrictions, regardless of whether such act or attempted act actually causes us any damage or harm;"
Do I understand correctly that you are not aware of a violation of any of these points?
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2 years ago
Translation
I had also read those terms, I was exactly the same, since they did not answer me exactly what action I did to fall into breach of these terms, I bet as any ordinary bettor would.
Greetings
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2 years ago
Thank you very much FRANCISCO for your cooperation so far. I will now transfer your complaint to my colleague Jozef (jozef.k@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 soon.
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2 years ago
Hello FRANCISCO.
I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.
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2 years ago
Hello FRANCISCO.
The casino team has just informed us that this case is solely sport related. Please, could you confirm that you have not played any of the casino games?
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2 years ago
Dear FRANCISCO.
I am very sorry about the situation, but in casino.guru we focus only on casino-related complaints. For now, we are not fully competent and experienced to objectively help with issues about sports. Unfortunately, I am forced to close your case as 'rejected'.
I will definitely contact you at your email address with all the tips on how you can get help with your problem with Suprabets Casino.
Kind regards, Jozef
