Suprabets Casino - Player's account is blocked after successful bets.

On August 7, 2023, I created an account on Suprabets.com. I then made my first deposit via Jeton. In total, in 3 days I made 4 deposits to the account in the amount of PLN 14,580 (approximately EUR 3,200). I played a lot of online roulette, spun slots and played live and pre-match betting. It was bad luck that I won a lot of times and the account got over PLN 53,000. Today from the morning I continued to play online roulette normally and won a little again. After 12 o'clock I got a message from the support that my account is blocked and thank you for understanding. Since then, I can't log into my account, support no longer responds to messages. I'm afraid of what will happen to my money. This is a very large amount for me and it is the first time I encounter such a situation. I do not know what to do, I am able to prove my credibility in every possible way and provide all the required documents.

Please help me.

Regards,

Kamil Z****

my account details at Suprabets.com

ID 162329***

e-mail: kam****@gmail.com

Hello kamilkorver,

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 specify the exact reason of blocking your account?

Please note that if the account closure is related to sports betting, we will be forced to close the complaint as we deal only with casino related issues.

Looking forward to your answer.

Regards,

Nick

Hello,

thank you for your willingness to help.

My account had no verification information, as I wrote above, I opened it on August 7, 2023, and on August 10, 2023 after 12 noon I could not log in. When the account balance increased significantly, I sent documents for approval - a scan of my ID card and a bill to confirm the address. The documents were accepted and had the status "under verification".

The only bonus I confirmed and used was PLN 100 for sports betting, which, however, I lost immediately (the bet was lost and there was no wagering obligation or additional requirements). I made all my profits with real money from my deposits.

On August 9, 2023, I had a problem with opening the casino domain, but after contacting the support, it was fixed - they had a temporary problem with the domain as I understood. Back then, there was only one e-mail contact and they responded quickly and willingly. They haven't responded to any of my messages since closing the account. Previously, I had no complaints against them, so contact was unnecessary from my point of view.

Please help, I can't imagine how you can "steal" such a large amount of money, especially since a huge part (PLN 14,580 - approximately EUR 3,200) comes from my own deposits! Even if they have any reservations, it is their duty to return even the deposit, otherwise it is a simple theft and no point in the regulations allows them to do so.

I will be happy to provide any required documents.

Let's stay in contact.

Regards,

Kamil

Thank you kamilkorver for all the information provided so far. Your complaint will be now forwarded to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on and will try to get more information from the casino.

Please keep in mind what I mentioned earlier, that if your account got closed due a sports betting related breach of terms or is in any way related to that, we will be forced to close the complaint as we deal only with casino related complaints.

Wish you best luck with your case.

Regards,

Nick

Hello there,

Thank you kamilkorver for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Suprabets Casino for their help in resolving this complaint. We would like to know why was the player blocked and what can we do to help resolve this issue.

Thank you!

Hi,

thank you for taking care of my case, immediately I don't feel so helpless in the face of a big casino. It's a pity, especially since I really liked their online roulette. I am counting on a serious approach to the topic of the representative of Suprabets. I am available if you need documents. I am convinced that I am right, I have not deceived anyone, I just had a bit of luck and that is my problem. This is not how the casino and betting industry should be, sometimes someone needs a chance to win to get more and more new people to play, not when a user wins their account will be locked and their money taken away. I will add that HIS deposited money is taken, not virtual amounts won in some games. It's a completely different issue, it's just theft, but that's a topic for a longer conversation.

Regards,

Kamil

Dear all,

this account is a sportsbook related account. the casino winnings are less than 0.4% of the total

Information sent to peter.c@casino.guru

please check

thanks

And what does it have to do with the fact that you stole not only my winnings, but above all the deposit (14 580 PLN !) that I used to play online roulette? How will you relate to it?

Dear kamilkorver,

After gathering all the necessary information it came to light that your complaint was purely sports betting related, unfortunately, we don't have a branch dealing with sports betting yet. We wouldn't be able to advise you correctly as we don't have enough insight into sports betting, and we wouldn't be able to judge competently 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,

Peter