The player from Mexico had had their Suprabets Casino account cancelled and their withdrawal of $3,000 pesos had been reversed. The player had stated that he was focused on sports betting and had not accepted any bonuses. The complaints team, however, had clarified that they only dealt with complaints regarding online casinos, not sports betting, and had offered to recommend other websites that could assist the player. The player had not responded to further communication from the team, resulting in the complaint being rejected due to lack of response.
Suprabets Casino - Player's account was closed and winnings confiscated.
Amount: Mex$3,500
Suprabets Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
4 months ago
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4 months ago
Translation
Good day.
Yesterday (December 11, 2023), Suprabets Casino sent me an email cancelling my account along with all my funds.
My account was already verified and on December 10, I made my first withdrawal of $3,000 pesos, the withdrawal remained in pending status.
On December 11th, they sent an email cancelling my account and cancelling the withdrawal (as the money reappeared in my account and the session was closed)
I need the casino to show me what fraudulent practices I carried out to lay claim to my money.
Thank you
Automatic translation:
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4 months ago
Dear Jo_Vallejo,
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 which games you focused on while your account was still active - slots, live casino, sports betting, etc.?
Have you accumulated your winnings with or without an active bonus?
Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.
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,
Kristina
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4 months ago
Translation
Good day
It was just sports betting
No bonus accepted
It was just that one email, I responded asking for proof and they didn't answer me.
Thank you
Automatic translation:
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4 months ago
Thank you for your reply, Jo_Vallejo. I would like to emphasize that 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.
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