The player from Germany had his account suspended after he attempted a €50 withdrawal, which never arrived. The casino had claimed a violation of terms and conditions, but the player had denied breaching any rules. After the player had contacted us, we had reached out to the casino for clarification. Following our intervention, the casino had re-credited the player's winnings to his balance and he had been able to submit a withdrawal. The player had confirmed the receipt of his funds, successfully resolving the issue.
Suprabets Casino - Player's winnings were confiscated.
Amount: €50
Suprabets Casino
Safety Index:Above averageSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
9 months ago
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10 months ago
Translation
Hello,
My account was suspended after I made a withdrawal. I had previously won about 50€ in the casino. The withdrawal never arrived. Allegedly, I had violated the terms and conditions (point 11.5). However, I'm sure I didn't, since I played normally at the casino (I didn't use any free spins, bonuses, or anything else).
My account was verified.
The support either doesn't respond at all, or only that I violated the above-mentioned point and as a result, the entire balance (not just the winnings, but also the deposit of 100€) will be retained.
Thanks in advance for your help.
Automatic translation:
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10 months ago
Dear frankyfo,
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. The term 11.5 is quite extensive. Do I understand correctly that you are not aware of breaching any of the listed points?
Could you please clarify which games you focused on while your account was still active - slots, live casino, sports betting, etc.?
Additionally, please forward all the relevant communication between you and the casino 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
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.
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10 months ago
Translation
Thank you for your reply.
Yes, I'm sure I didn't violate 11.5.
I focused on slot machines in the casino. I also received the prize there.
I have forwarded the previous exchange with support to you via email.
Thank you and best regards
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10 months ago
Thank you very much, frankyfo, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@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.
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10 months ago
Hello frankyfo,
I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.
We would like to invite Suprabets Casino to join the conversation.
Dear Suprabets Casino,
Can you please provide more information regarding the confiscation of the player's winnings? Rule 11.5 appears to be quite extensive; could you please specify the particular rules that the player is alleged to have violated?
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10 months ago
Dear frankyfo,
I was informed by the casino team that your winnings from casino games will be re-credited to your balance, and you should be able to submit a withdrawal. You should receive an email from the casino team with further explanation. Please let me know once you submit the withdrawal.
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10 months ago
Translation
Hello Michal,
Thank you for your support! Yes, I received an email and was able to log in again. I was also able to submit the withdrawal.
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10 months ago
That's good news, frankyfo. Please let me know once you receive the funds successfully so that we can consider your complaint resolved.
Is there anything else I can assist you with?
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10 months ago
Translation
I just received the money. Many thanks for your help!
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10 months ago
Great news, frankyfo. I'm glad you received the money. Is there anything else I can assist you with, or can I consider your complaint resolved?
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9 months ago
Thank you for the confirmation, frankyfo. I'm glad we could help you to resolve your issue.
We consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it 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,
Michal
Casino.Guru
