Suprabets Casino - The player's winnings were voided.

Hi.

I registered an account at Suprabets 07.05.22. I deposited about 1200 euros. Can't remember the exact amount since it was done in crypto and I do not have access to my account anymore. I wagered all on Brighton to beat Man United.

After this I had about 3900 euros in the account. I sent in the requested documents for KYC, got it approved and asked for a withdrawal of 2500 euros.

After a couple days and not having received my withdrawal I try to login to my account again. "Client locked" it says. I ask live chat what is going on, and they tell me to wait for response on email.

This is the response I received on 13.05:

"Dear player,

Your account has been flagged in our database by the Department of Risk and Fraud Prevention due to suspicious activity.

It violeated our terms and conditions, Section 11.4.1 of our general terms and conditions.

We invite all players to gamble in a recreational environment with fair conduct so that all customers can enjoy our services.

According to our terms We are entitled to void your winnings and retain your balance and close your account."

I responded imediately asking what thats supposed to mean, since I haven't actually done anything wrong. I have wagered at a lot of companies, and never have I experienced anything like this. Since than I have not received a response, proof of anything or even a slight explanation on what I have done wrong.

Absolutely unbelievable business model if they are allowed to just block winning players and not paying out their money due to suspicious acitivity, without even explaining what has been done wrong. They can tell this to anybody without showing any evidence and steal their money.

Also it is almost impossible to communicate with them when they are using 2 weeks to respond on my emails.

Best regards

Torgeir

Hello Torgeir,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Suprabets Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise when exactly did they void your balance and when was the last time they responded to you? Is your casino account currently still active? Did you use any bonus to accumulate your casino balance?

Looking forward to your answer.

Regards,

Nick

As far as I am aware they did not void my balance. They just closed my entire account when I asked for a withdrawal. This happened between 08.05-11.05. Their last response was 13.05. My account is not active now, and I did not use any bonus money to accumulate my balance.

Torgeir

Hello Torgeir,

Thank you for all the information provided. As we have currently no more information regarding your account closure, I will be forwarding your complaint to my colleague Branislav who will be assisting you from now on.

Wish you best luck resolving it.

Hello, Torgeir,

I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Suprabets Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Suprabets Casino Team,

Could you please state the reason why the player's account has been locked? Can you clarify the player's situation in more detail? What steps should the player take in order to successfully verify their account and withdraw his funds?

In case we are talking about any breach of the casino's Terms and Conditions, is the casino able to provide us with relevant evidence for substantiating its decision?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Dear Torgeir,

I was provided with the information that you are only a sportsbook player.

Can you please confirm you played only sports betting in Suprabets Casino?

Hi. I am not only a sportsbook player, but as of now I have only placed one bet at Suprabets and that was at the sportsbook. Had they not suspended my account I would have wagered in the casino as well.

I understand. It means that you played only sports betting in Suprabets Casino.

As you might know, our forum deals with complaints about online casinos only. I understand it must be difficult for you, but unfortunately, we do not have enough insight to take on this kind of issue. Therefore, I am forced to reject your complaint.

I recommend you submit your complaint to one of the websites that deal with sports betting-related complaints.

If it is convenient for you, we can continue our communication through e-mail (branislav.b@casino.guru).

Thank you very much for your understanding.

Best regards,

Branislav, Casino.Guru