HomeComplaintsSuprabets Casino - Player’s winnings have been confiscated

Suprabets Casino - Player’s winnings have been confiscated

Amount: €1,026

Suprabets Casino
Safety Index:Above average
Submitted: 19 Mar 2021 | Resolved : 17 Jun 2021
Resolved Our verdict

Case closed

RESOLVED

Case summary

3 years ago

The player from Czech Republic had his winnings from live roulette voided due to an irregular play and incomplete wagering. Later, the casino informed us that the reason for voiding the player's winnings was him making low-risk bets on roulette. Our position in this case was that the casino's decision was unfair and against our Fair Gambling Codex. As the casino refused to reconsider their decision, we closed the complaint as 'unresolved'. We reopened the complaint as per the casino's request. The casino reconsidered its decision in this case and paid the player his winnings. The complaint was closed as 'resolved'.

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3 years ago
Translation

Hi ,


I registered at Suprabets Casino and my account was verified. I only played live roulette with 500 euros. I only won 200 euros and wanted to withdraw 700 euros.

The withdrawal request was rejected and the reason for this is that the deposited amount has to be wagered 5 times.

I tried to play again but lost a lot of money and I have 200-250euro available, but step by step I tried to reach 500euro and it worked. I continued playing and won a total of 1026euro and wanted the sum of The withdrawal request was rejected again because a personal ID is missing. I uploaded my ID and emailed it to KYC.

I made another withdrawal request after submitting ID, and this time I get an email from KYC stating that I have to wager 35 times the amount deposited in Casino and that my type of game can reduce the risk of the rollover quickly to carry out what is not permitted in terms and conditions.

I replied to this email that I was playing normally and was just lucky and that was it.

The casino has informed me that my account will be closed and that I will get the sum of 500euro back. I received the 500euro but my winnings have been deleted from the casino.

This is unfair because, as I said before, I lost while playing and then I won, so I ask for your help.


With best regards,

SS ***

Edited by a Casino Guru admin
Automatic translation:
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3 years ago

Dear Sgskander,

Thank you very much for submitting your complaint and forwarding all the relevant communication. 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. Have you accumulated your winnings with or without an active bonus? If you have redeemed any promotional offer, please specify which one was it. You can forward its name or a specific link when replying.

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

 

 

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3 years ago
Translation

Hello Petronela,


I deposited 500eur but only played roulette with my own money and didn't accept a bonus.

I can email you screenshots if you like. Thank you very much


Regards,

Skander

Automatic translation:
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3 years ago

Thank you very much, Skander, for your reply. Could you please forward your bonus history to petronela.k@casino.guru?

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3 years ago

Hi Petronela ,


Yes of course , please check your mail box in few minutes .


Best regards,

Skander

Edited
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3 years ago
Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

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3 years ago

Hello Petronela ,


I confirm , i did not accept a Welcome Bonus or any typ of Bonus when i have placed my first deposit.

Please take a look in my Casino Play History . As mentioned i have Deposit 500EUR and played with only deposit amount. I won 200Eur at the beginning but Suprabets informed me that the deposit amount must be 5X times wagered in order to withdraw the winnings . after that they when i won 1026Eur they asked that rollover is 35X times and not 5X times .


Edited
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3 years ago

One last thing please, could you forward your cashier/deposit history too? Thank you very much.

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3 years ago

Of course , i will send it to you via email.


best regards,

Skander

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3 years ago

Dear Petronela ,


Please check your mailbox. Many thanks

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3 years ago

Thank you very much, Skander, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej 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.

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3 years ago

Thank you you so much for your efforts Petronela .I wish you all the best

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3 years ago

Dear Sgskander,

I’m sorry to hear that your winnings were confiscated. I’ll contact the casino and try my best to resolve the issue.

 

I would like to invite Suprabets Casino to this conversation.

Dear Suprabets Casino,

Could you please specify the reasons behind your decision to confiscate Sgskander’s winnings? You can forward any relevant evidence to my e-mail address andrej.p@casino.guru.

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3 years ago

Dear Andrej ,


Thank you so much for your support . I am sending an email .Please check you Mailbox.


Best regards,

Skander

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3 years ago

Dear Sgskander,


Surely without intent, you did not comply with our terms and conditions 2 times in a row.


With these 2 actions, we decided to refund you of your deposit


If you any other doubts please verify our T&C conditions or contact us via our support channels


Thanks


Best regards

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3 years ago

Thank you, Suprabets Casino representative, for your reply. I’d like to ask you to provide a more detailed explanation of the situation. In addition, please forward any relevant information or evidence supporting your claims to my e-mail address andrej.p@casino.guru.

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3 years ago

hello,


already answered to andrej.p@casino.guru.


thanks


Best regards

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3 years ago

Dear Andrej ,


can i have any update please .Many thanks.


Best regards,


Skander

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3 years ago

Dear Sgskander,

We are currently discussing the case with the casino representatives. I will let you know as soon as there’s an update.

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3 years ago

Dear Andrej ,


Are there any explanations from Suprabets regarding the case that you have received by email ?


Best regards

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3 years ago

Dear Sgskander,

Unfortunately, the only explanation we have received is that your funds were confiscated due to your use of ‘low risk wagering techniques’, which the casino did not specify.

We are still waiting for the casino to provide a more detailed explanation and evidence.

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3 years ago

Dear Andrej ,


Thank you so much for reply .

I am confused because Suprabets Casino´´´´´´´s representative mentioned that i did not comply their terms and conditions 2 times .So he did not mentioned or explain what are the Terms and conditions i did not comply according to his message . He just sent to you that i used a low risk wagering techniques .

The casino can check my play History and find out that i have played very normally .The question is ,how can they confiscate someone´´s winnings without an explanation .Is that SERIOUS ?


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3 years ago

Hello,


already sent an answer on day 06 to andrej.p@casino.guru


thanks

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3 years ago

Dear Suprabets Casino,

I have responded to your message from April 06, 2021, but I have not received a reply. Please note that I have just re-sent my last e-mail.

I’m setting the timer for 7 days.

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3 years ago

Dear Sgskander,

Please be informed that we are still trying to discuss and resolve the issue with the casino representatives, but it has proven difficult as the casino prefers not to discuss the matter in detail publicly and their response to our e-mails seems to be always delayed.

Dear Suprabets Casino,

I have not received a reply to my e-mail that was sent to you on Apr 13, 2021. I’m extending the timer by 4 days.

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3 years ago

Dear Andrej ,


Thank you for your message .

I think if the Suprabet has the right to confiscate my winning according to their term and conditions ,in that case they can write their point of view publicly to convince us .

We try to have an explanation , and a justification from them since one Month .

They just mentioned that i have used a low risk wagering techniques ,but the question is how and where and at what time? They still can check my Play History , i guess .

How can we believe them ,when they wrote me that Deposit amount must be 5X Times wagered and after winning more money , they changed their mind and wrote me ,it must be 35X Times wagered .


Best regards.


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3 years ago

Dear Sgskander,

Yes, unfortunately, according to the casino’s Terms and Conditions, the casino prohibits the use of various betting techniques, including low-risk wagering (even when playing without a bonus).

The casino has provided evidence proving that you had been in fact making low-risk bets on roulette, which would allow you to complete the wagering requirement without properly risking your deposit, which is why the casino increased your rollover requirement, and later decided to confiscate your winnings and return your deposits.

 

In Casino Guru, we believe that players should be allowed to play any way they want as long as they don't commit fraud.

There is no advantage for the player to be gained by making bets that cover most (or all) of the roulette wheel.

In this case, the player didn't even play with a bonus, so the only reason to require any wagering is to avoid potential money laundering. For this reason, it’s okay for the casino to decide not to count bets with extremely low variance towards wagering requirements. However, without any proof or at least an indication that the player was actually involved in any money-laundering activities, there is no justified reason to confiscate the player’s winnings. Therefore, we believe that the player should be paid.

As the casino has refused to reconsider their decision, which we consider unfair and against our Fair Gambling Codex, we will now close this complaint as 'Against Fair Gambling Codex'.

Edited by a Casino Guru admin
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3 years ago

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties reach a satisfactory conclusion.

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3 years ago

hello,


we just sent and email to the player asking him to confirm the e-wallet in order to pay the amount of 700€

waiting for the player


thanks

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3 years ago

Pardon, the full amount, not 700€

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3 years ago

Hello all ,


Thank you for reopening the case ,and i would like to thank Suprabets team also . i will confirm your email .Please check your inbox.


Many thanks

SgSkander

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3 years ago

Thank you, Suprabets Casino, for your consideration, and thank you, SgSkander, for your quick reply.


Please keep us posted on any news regarding this case.


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3 years ago

Thank you Andrej for your support .


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3 years ago

Dear Suprabets Team ,


I have sent you an email few minutes ago to confirm the ewallet Nr.

Please check your mail inbox .


Best regards,

Sgskander

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3 years ago

Dear all,


I confirm receiving my winning amount via Bank Transfer Today .


Thank you Guru Team ,and many thanks to Suprabets Team .

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3 years ago

Thank you, Sgskander, for confirming and for using the Casino Guru complaint resolution center. I’m very glad we reached a fair conclusion in this case. We will now mark your complaint as 'resolved' in our system. Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Andrej, Casino.guru


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