The player from Argentina had deposited 250 EUR and won 633.80 EUR playing casino slots. After fulfilling the wagering requirements of the welcome bonus and providing all necessary KYC documents, the player's withdrawal request had initially been denied by the casino due to a need for further verification. Subsequently, the casino had accused the player of violating their terms and conditions by allegedly using a VPN, which the player had strongly denied. The casino had not provided clear evidence of this claim. We had suggested a more thorough identity verification via a call. The player had not responded to the casino's or our attempts to communicate further, leading to the complaint being rejected due to lack of cooperation from the player.
Suprabets Casino - Player's account was blocked due to an alleged terms violation.
Amount: €633
Suprabets Casino
Safety Index:Above averagePlayer stopped responding
REJECTED
Case summary
Hello!
I registered in this casino and deposited 250 EUR. After a set of playing in the casino claimed a withdrawal of 633.80 EUR.
The casino requested KYC, and i submitted all documents.
After few days I asked wand my account will be verified, and they replied that ~The issue was fixed.~ .
But next day they blocked my account and stated that ~Your account has been flagged for violating our terms and conditions point 11.5~
I never did any fraud and I want to receive my winnings back
Dear jjorusovich,
Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Suprabets Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.
What types of games did you play? Was it slots, live casino games, or did you participate in sports betting?
Have you passed the KYC verification?
Have you accumulated your winnings with or without an active bonus?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Dear Verinika,
thank you for you reply.
I played casino slots only.
I registered in casino, made my first deposit of 250 EUR and received First welcome bonus.
After a couple of winnings and completing bonus wagering, my balance was 633 EUR.
I was able to claim a withdrawal, however casino rejected my withdrawal and requested to complete KYC.
I uploaded all documents, and they requested more, and I uploaded all that they reqested.
Later they sent me an email that my case is resolved. So I logged in and claimed a withdrawal.
And later, they sent me an email about violating their terms and blocked my account
Could you please send me the email you received from the casino after your account was closed? My email address is veronika.l@casino.guru. Thank you.
Thank you forwarded. I can also forward the information regarding my KYC communication with the casino
Thank you very much, jjorusovich, 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 the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Hi jjorusovich,
I've just reviewed your case and 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 what exactly was the reason for closing the player's account?
I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.
Kind regards,
Natalia
Dear Suprabets Casino, please check for my reply to your email.
Dear jjorusovich, to make the situation clear, the casino has provided us with information that you have used VPN, which is forbidden according to the terms of the casino.
- Can you confirm that you have used VPN when you logged in to your casino account?
I have asked the casino to provide more detailed information. So far our position is that the usage of a VPN that doesn't give players any unfair advantage is not something fraudulent, therefore more evidence is needed.
Dear Natalia.
This is a total Lie - I NEVER used any VPN, moreover - I used only one laptop which is located at the same address that I am registered at, and live, and the same internet connection on my address. It even doesn"t make any sense to use ny VPN.
Moreover I declare that I never had any VPN installed on my laptop!
This is the LIE from casino because they do not want to pay my winnings. And Looking on the reviewes, I#m not the only one from whom they did confiscate
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.
Dear jjorusovich, I'm sorry for the late reply. So based on the communication with the casino, you are supposed to have breached one of the casino terms:
11.5.3.5 Use of any tool, plug-in, software that allows the abuse or omission of identity, geographic position, guarantee of special and regional promotions, facilitate bonus abuse, such as the use of vpn, proxys, dns or any technique or protocol that can deceive, bypass or modify any restriction or geographical selection or duplicate accounts is considered fraudulent and strictly prohibited. Accounts and funds will be suspended without prior notice.
So far we haven't received any explanation regarding what bonus abuse was committed exactly. According to the casino, you received an unfair advantage by masking your IP, however, as I understand it, you are located in Argentina and used only one IP address to login into your account, and Argentina is not on the list of the countries that cannot claim bonuses.
Dear Suprabets Casino, could you please specify what unfair advantage the player has gained?
Dear Natalia,
Thank you for your reply, for me it looks like a casino does not want to pay the winnings back. I made only one deposit and received only one bonus and was just lucky to win. So they just created some VPN story to not pay my winnings. As I stated before, for me there are no reason to use VPN, and I never had installed VPN on my laptop.
I made a reseach and It lookes like I am not the unique case with this fraudulent casino. Even on casino GURU there are lots of reviewes from the players with the same issue.
Dear Suprabets Casino, a reply has been just sent to you. Please, let me know if you have received my email or if you have any more information.
Thank you, Suprabets Casino.
Dear jjorusovich, we are still discussing your case with the casino. I'm sorry for the delays; we will need more time to investigate the issue. As soon as there is any news, you will be updated. Thank you for your patience and understanding.
Hi everyone,
Let me sum up what was discussed previously. Our position remains the same, we haven't received any evidence of an unfair advantage used in this particular case therefore we cannot take the side of the casino for now.
However, the casino has some reasons to be willing to check the player's identity more thoroughly so we have come up with the idea to conduct a verification call, so I'm asking the casino to let us know if they agree with this suggestion.
Dear Suprabets Casino, could you please also specify if the deposit was returned to the player after the account suspension or if you have confiscated the whole balance?
hello Natalia,
Before we advance on a more thorough analysis please answer with detail to our last email
Thanks
FYI: casino told that they requested information from my bank, and will not verify the account untill they will receive a reply. This which doesnt makes any sense, as the bank will not share any information about the clients to the third party, especially to such scam casino
Hi everyone, my apologies for the late reply - I was on vacation and couldn't leave messages here.
Dear jjorusovich, could you please specify if you have already done a verification call with Suprabets?
Dear jjorusovich,
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.
Unfortunately, the player has not responded to our messages and questions. Based on the information provided by the casino representative, the casino tried to contact the player and arrange the video call, but the player hasn't replied to their emails too. Consequently, we are unable to investigate further and have no choice but to reject this complaint.
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
