Suprabets Casino - Player's winnings have been confiscated due to alleged T&C breach.

Hello!

I am Martina and I have a complaint about Suprabets under license GLH-OCCHKTW0709202017 and licensee Lima Invest N.V.

I have occasionaly used this bookie since July 2023. My account has been verified for months there and till January I have only lost money and there were zero problems with Suprabets.

But 2 days ago I have won 2420 € and made maximum withdrawal possible for 2000 €. Today they locked my account stating I have breached their T&C under paragraph 11.5 which is utter nonsense. I played casino games, mainly roulette and baccarat (I have won the biggest sum of money there). 

Also I should have made my research about Suprabets earlier because I am looking at several websites across the internet saying caution is advised and poeple on rebelbetting forums are saying exactly the same. When they win money, their accounts get locked. 

This is a direct and simple scam by them. A theft. 

They have zero proof for these allegations and PLEASE  get in contact with them, ask them for a proof about this. Otherwise they will get away with my 2420 € which is not a small amount of money to to forget + all other previously deposited money which I have lost anyway. 

So the disputed amount of money is 2420 €. Date of incident is 5.1.2024.

Thanks for your future cooperation and I hope this will get resolved as soon as possible!

Dear Martina44,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Suprabets Casino.

We'll ask the casino for an explanation, but before we do please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please confirm you passed KYC (know your customer) verification?
• How much was your last deposit in the casino?
• Have you achieved your current balance with the help of casino bonuses?
• Could you please share the email you received from the casino detailing the allegations against you? My email is tomas@casino.guru

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,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

Hello Tomas!

Yes, my account has been verified for months there before this incident occured. My last deposit there was 2×100€. No, I have never played with bonuses.

I will send you (forward) email from them directly to you.

Thank you very much, Martina44, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello Tomas. Ok thanks. Have you contacted Suprabets casino? They have not responded to me...

Dear Martina44,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Suprabets Casino representative to join this conversation and participate in resolving this complaint.

Dear Suprabets Casino,

Could you state the reason why the player's account was locked?

Thank you in advance for providing the information.

Kind regards,

Stefan

Thanks Stefan for your efforts!

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.

Hello. I was said more than 2 days ago at some other website called www.lcb.org that they need 48 hours to review my account and make a final decision and 56 hours have passed since then and still nothing. Zero response. Zero.

Suprabets have a lot of unresolved complaints. Here they didn't even make a contact. This negative rating is BS. You rated suprabets high rating.

It should have been blacklisted ages ago.

They STOLE MY MONEY and REFUSE TO COMMUNICATE with you, refuse to give some proof and give an explanation why.

If that isn't understandable then I don't know.

hello,

we maintain our position and explained in detail why to Stefan email

thanks in advanced

Tell me what is your position, your proof and everything to me. You are just scamming people left and right.

Hello Martina44,

I am in contact with the casino outside of the complaint thread and we will let you know once we come to a conclusion.

Your patience is much appreciated.

Hi Stefan,

I understand. But this isn't some complex case. I thought the conclusion would come more than 1 day ago.

And thanks for your effort again. I hope this gets resolved ASAP.

Anything new? Still nothing I see...

Hello Martina,

Could you confirm if you have filed a complaint with the Gaming Curacao regulator? If so, is there any progress?

I'll be awaiting your response.

Yes. I have filed a complaint on 5th of January and they have send me a form to fill in, I have filled it on 6th of January and since then no response from them.

So is there anything new? What have they sent to you?

Haha this is what GamingCuracao sent to me today (their regulator). I am accused of using VPN (which I have) but when you use a VPN Suprabets website doesn't open at all. I can make a video of that. I told then that they should give me all IP logs. They are all from Slovenia. And I am accused of using Martingale strategy. Is this illegal? Hahahaha what a scam this is. Both GamingCuracao and Suprabets are a scam. I will never use casinos with such "licences". Also BTW my winnings were not part of Martingale strategy. I made a baccarat bet for 400€ and for 400€ and then for 1200 € lol.

Hello,

After careful analysis with the operator we detected that you have used a VPN, which is not allowed due to well know reasons (player that were banned, multiple accounts, forging identity, etc )

Your country is open to play on their site, so no proxy/vpn was needed.

On top of the VPN we see that you used a technique they warn players that is not allowed called: Martingale.

Because of technical limitations they cannot stop a player from using Martingale strategy and a player might state that he/she did not read the terms. 

So usually they pay the winnings and warn the player he/she cannot continue with the strategy and will be blocked if he/she continues to apply it. 

On this case seeing you were using a VPN which limits their capability of detecting linked accounts or multiple accounts, you might have been warned already about this.

Looking closer, you seem to be fully aware that you should not use Martingale, because you were playing in several games with similar RTP to roulette like baccarat.

And on these 2 games, you were playing in different versions of it ( Speed Baccarat A, Speed Baccarat B | Turkish Roulette, Auto-Roulette VIP MOB)

And on top of this not making clean doubles like 1->2->4, but near double bets (6->15 or 2.9 -> 6.05 ) 

So to recap, VPN by itself is completely not allowed, but all this also clearly indicates you knows that martingale is not accepted by their casino and were possibly warned in another account and you were trying to bypass and circumvent the system by using a VPN and mixing several games and making near-double bets .

They made the decision to close your account for these reasons and according to the terms your winnings can be voided if this is suspected.

Regards,

The biggest joke is that they claim I used Martingale and its forbidden on Suprabets but looking at their T&C this is nowhere to be written. What a pathetic scam this is. F*** them really. Along with GamingCuracao. They only collect money for the licences.

Also a zombie with half brain would notice that their "explanation" has no point. If I were advised not to use Martingale strategy there I would have withdrawn everything and moved to another casino. But I received no warning and their T&C says nothing about this. 

This is crime really. 

So I'll open an online casino with this pathetic Curacao licence and I will scam people. Its that easy. THAT easy as this. They have made this all up. 

Hello Martina44,

First of all, I would like to ask you to use appropriate language on our website.

Secondly, I have discussed the matter with a casino representative outside of a complaint thread, and I would like to inform you that we are on your side.

We believe you have used the VPN for security reasons and haven't tried to bypass the detection of multiple accounts or the country of residence.

Our standpoint on martingale is that the player doesn't gain any longterm advantage over the casino as the house edge is still on the casino's side. Here's our article on the matter: https://casino.guru/roulette-scam-strategies

Regarding the filing of a complaint, we do not accept the regulator's decision in this case as the filing of the complaint to the Gaming Curacao was initiated by the player and not by us. 

Dear Suprabets Casino,

We are on the player's side and would like you to consider paying the player in full. If you decide that you won't pay the player, the complaint will be closed as "unresolved" resulting in lowering your rating on our website.

Thank you very much for your understanding.

Hello Stefan!

Yeah, you are right. I have Cyberghost VPN and it automatically starts when I turn on my desktop computer. And I use it for various websites especially for Germany. I am big BVB fan and with Slovenian IP I cannot watch soccer highlights on ZDF.

But I haven't tried to bypass anything. Thats absurd. I would simply use another casino if I were warned about using Martingale system. This is total nonsense yeah.

And looking at their T&C this is nowhere to be written about. Nowhere 😀

About their "regulator". You know them better as I do. They are regulated only in name and those Curacao licences are weak. Especially GamingCuracao.

Suprabets are indeed a SCAM casino.

I have made an agreement with the casino so the complaint is resolved.

We confirm the case is also solved on our end

you may marked as solved

thanks

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, Martina44, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Stefan Manson, Casino.Guru