Suprabets Casino - Player’s account has been blocked.

They blocked my account with 10,000 thousand pesos inside and I couldn't withdraw it anymore.

Dear Gustavo2901,

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 how long ago you have registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live games, slots, or multiplayer)?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Live roulette. If you had completed all the verifications.

I do apologize, but I don't understand completely. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Thank you.

More than 6 months ago I registered. And if you had Completed the registration successfully.

Could you please forward the confirmation about successful verification to petronela.k@casino.guru? Thank you.

No. The verification was to upload the documents in the document parts and there they stated whether it was verified or rejected.

In my case it said verified.

But I can't access the account, that's why I can't send capture.

Were your winnings accumulated with or without an active bonus, please? Have you saved any screenshots of your confiscated winnings?

No bonuses. I had been withdrawing my earnings until one day they blocked me.

I have no catches

Thank you very much, Gustavo2901, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi Gustavo2901,

I've just reviewed your case and am sorry to hear about your struggles with the blocking of your account. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Suprabets Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify the reasons to block the player's account without any explanation?

I'm looking forward to hearing from you. In case of any relevant evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

hello,

our reply was sent to Petronela and Natalia

thanks

Dear Suprabets Casino, we have received your email, thank you. However, we asked you to share more details. Please check the email from me, sent on 7/5/23.

Regards,

Natalia

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi Gustavo2901,

we've recently received more evidence from the casino's side and after careful investigation, we came to the conclusion that the casino acted in accordance with its terms and conditions.

The reason we cannot close the complaint in your favor is that your gaming activity seemed to be not for recreational gambling based on the proof from the casino. Moreover, the casino provided us with the information that you previously had an account with them which was closed by the casino's decision for the same reason and you were informed about it.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Regards,

Natalia