SUPREMO Casino - Player’s withdrawal has been cancelled.

i was playing the game MENTAL and hit my biggest win ive ever had (15,653.00!!!!!) off a 4 dollar bet. i went to withdrawal the money but they only allow 5k per day for withdrawals. i talked to live chat and they said since it was such a big win they might take longer to withdrawal (up to 72 hours). i had only signed up earlier that day so i proceeded to verify myself on the site bu sending my id , and all that good stuff. the next day i recieve an email asking for proof of every deposit i made to the site since i started. There were only 4 deposits so it was very easy. 2 by etransfer and 2 of the deposits i used my family's company business card which i provided screenshots of each transaction and they were exactly what they asked for. a couple days go by and i talk to live chat again to see whats up and while im talking to live chat my account gets acbsolutely wiped out of all the money that was there except 81 dollars. they had stoled all my money and said it was because i was commiting fraud... even though i provided them with every deposit, all the documents that they required, and even offered to facetime them while holding the card and my id and everything. so now here i am thinking im able to help out my family with this big win and they just took it away and made up a bunch of lies that i was commiting fraud. i have all the emails from them and all the info i gave them

Dear Ryan,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked terms and conditions, and this is what I found https://supremo.com/en/terms-and-conditions:

„10.11. Players must only make deposits into their SUPREMO Account where they are a named account holder in respect of the payment method used to make the deposit. If we identify that a deposit has been made by someone other than the Player in whose name the relevant SUPREMO Account has been registered, we reserve the right to Confiscate such deposits (and any winnings arising from such deposits)."

Would you be able to prove that you are a legitimate owner of the payment method? Is your name displayed on the card or the bank statement?

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

No but it’s a business account with the same last name on it . It’s a family business and it has my mothers name on the card , but she was literally beside me when we deposited. I have access to everything on the account, that’s how I was able to get screenshots of the deposits. My mother just runs the accounting side of the business so she got the card in her name and got a better deal since she used to work at the bank. All funds that go into that bank are funds that I have earned by working for our business. I just think it’s insanely shady that even after I provide them with literally everything they asked for they still took away 15 k from me. To make it worse my father just got out of a coma and he needs oxygen tanks, and medicine for recovery and he also worked with me so I lost the other half of my business along with it so income is gonna be tight. this was the biggest relief ever to win, And they just took it.

I understand your point of view, Ryan. However, if you’re not able to prove that you are a legitimate owner of the payment method and you haven’t received approval from the casino allowing you to use a third-party payment method, I’m afraid there’s not much we can do for you. 

I would suggest checking our Fair Gambling Codex for Players https://casino.guru/fair-gambling-codex-for-players:

"Payments

For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations."

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

unjustified?????? i have been playing for 7 years and this is the biggest win ive ever had and it came at a time that we really could use it, like this was a lifechanging win. not being able to work in the field that i went to university for for over 2 years because of a the pandemic, and as a result it has cut my income into 1/4. My father came down wit covid 3 months ago and was induced into a coma for the last 2 and a half months so he hasnt been able to work and ive had to take care of my parents this whole time. Now he gets out and needs to be on all sorts of expensive ass medication and needs constant care just to do daily activities which means i need to hire a caregiver. And randomly my mother and i decide to throw in a couple bucks because we had nooooo idea how we were gonna pay for alll of it. Then out of no where i hit that f*****g massive win..... the relief and insane amount of happiness we both had for all of 2 days was just wild. then i talk to live chat after giving them alllllll the information they asked for and right before both our eyes they drained my account and im not sure if youve ever been in a room with two people both having extreme anxiety and panic attacks,,,, but it might have been the worst moment of our lives. the money that was on that business account was money that i f*****g worked my ass off for, the person whos name is on the card was sitting right beside me and gave fulll consent to using it, it even has the same last name and same address as me on file. Like all it would take is for any one of the completely useless assholes at supremo casino to just take a second and maybe just phone the cardholder and say hey did this guy commit fraud on your card or were you aware of the transaction..... and when she said nope no fraud was commited.... then i might have 15 thousand dollars right now. but instead they chose to be cheap ass greedy little douchebags and take away money that would seriously impact a families life. i really hope some people see this and maybe have had a similiar experience where a heartless greedy casino strips hard working people of the money they won over some absolute bulls**t and we can start a bigger conversation and shut down some of the scam artist losers running these sites. so if supremo can see this... i am going to post this story to every single review site, every blog, every forum, every live stream i see that has you guys featured in it, every time i see someone mention the name supremo casino i will post this story so that person can see it. i will reach out to every single person who has a complaint about you and have them do the exact same thing. i dont think you realize just how much you screwed me and my family over.... so i willl not stop until you see some repercussion for doing what you did. social media can bury you, and ive got alot of followers and friends with millions of followers so i hope i can dig this grave deep for your trash can of a casino.

I’m sure you understand that I don’t work for SUPREMO Casino, but as one of the Casino.Guru independent employees and professionals I’m trying to help you to resolve your problem. Unfortunately, if you are unable to prove that you are a legitimate owner of the card which has been used to deposit funds into your casino account, we can't help you.

Once again, is your name clearly displayed anywhere on the bank statement or on the card itself?

Dear rjverhulst,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

I wish I could be of more help. I’m very sorry we couldn’t assist you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. I will now close this complaint. Thank you for your understanding.