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Hello

I had a problem with supercat casino before (redbox). I played by depositing and with a small bonus that I released. At the end I earned 1400 euros and when I made the refund they asked me for the documents to verify and I did everything correctly. I received a message telling me that everything was correct but suddenly my winnings were taken from my account, they were canceled. I contacted the chat and they tell me that I have cheated and that is why they have taken the money I had earned. At no point did I cheat. They say that I played using schemes or something like that and that is not true, I did not even know that what they said was called that, that I played raising and lowering the bet and that that is not valid. I lowered and raised the bet as I was winning or losing or as I had more or less money to be able to play one way or another but never to cheat as they say. I went ahead with the chat and asked for the tests and said I wanted my game history. A girl told me that they would send it to me by email when they saw that it did not arrive, I requested it again and they told me that it could not be sent and that I would not have it. Then I talked to a boy and in very bad ways he told me that I cheated that this than the Other and that I was never going to get that record that they were not going to give it to me in any way. I think I have the right to see what I ask and more if they say that I have done something that is not true. Why don't they teach me? In the end they answered me in a bad way and I could never do anything. I feel super cheated 1400 euros that they took from me because they wanted to and it is not fair. I hope you can help me, thank you very much.

I am attaching some proof and if you can give me an email so that I can send the chat captures, I will also send it to you, thanks again.

Hola buenas

Tuve un problema con súpercat casino antes ( redbox). Jugué depositando y con un pequeño bono que libere. Alfinal gane 1400 euros y cuando hice el reintegro me solicitaron los documentos para verificar y lo hice todo correctame te. Recibí un mensaje diciéndome que todo estaba correcto pero derrepente me quitaron de la cuenta mis ganancias, las anularon. Me puse en contacto con el chat y me dicen que he hecho trampas y por eso me han quitado el dinero que había ganado. En ningún momento hice trampas. Ellos dicen que yo jugué usando esquemas o algo así y eso no es cierto no sabía ni que se le llamaba asi a esto que ellos decías, que jugaba subiendo y bajando la apuesta y que eso no vale. Yo bajaba y subía la apuesta según iba ganando o perdiendo o según tenía más dinero o menos para poder jugar de una manera o de otra pero nunca para hacer trampas como ellos dices. Seguí con los del chat y solicite las pruebas y dije que quería mi historial de juego. Una chica me dijo que me lo mandarían por email al ver que no llegaba volví a solicitarlo y me dijeron que no se podía mandar y que no lo iba a tener. Después hable con un chico y de muy malas maneras me dijo que hice trampas que esto que lo Otro y que nunca iba a conseguir ese historial que de ninguna manera me lo iban a dar. Creo que tengo derecho a ver lo que pido y más si ellos dicen que yo he hecho algo que no es cierto. Porque no me lo enseñan? Alfinal me contestaban de mala manera y nunca pude hacer nada. Me siento súper engañada 1400 euros que me quitaron porque si porque les dio la gana y no es justo. Espero me puedan ayudar muchas gracias.

Adjunto alguna prueba y si me pueden dar un correo para que mande las capturas del chat os lo envío también gracias de nuevo.

Dear Yureyure,

Thank you very much for submitting your complaint. I understand your frustration. Would you be so kind and specify which bonus was in play? Could you send us a link?

I checked the casino’s General T&Cs and I found this:

"In order to avoid questionable interpretation of the rules, we give several examples of a dishonest games. The full list of abuse is not limited by the descriptions provided below.

Example 1: The gamer makes many bets with the minimum expected win in order to get more bets and to wager the bonus as soon as possible. For example, making bets on all numbers in roulette, or on black / red and any other identical bets. This can be considered as persistent misuse of the bonus and lead to additional verification and possible block of an account.

Example 2: The gamer makes high bets to get money on his / her balance quickly and then decreases bets radically (in 2 or more times) in order to wader the bonus with less risks with an increased balance. Such situations will also be subject to verification and may lead to the account closure.

Each rate going to bonus wagering should not exceed 20% of the bonus amount. If the rate is 20% or more, such a rate will not count, and the status of the bonus wagering will be reconsidered.

Any combination which has any of the elements of the examples mentioned above, and leads to a potential persistent misuse of the bonus policy may be an occasion for additional verification."

I would like to emphasize, that according to our Fair Gambling Codex, https://casino.guru/fair-gambling-codex-for-casinos#betting-patterns, we consider cases in which casinos use the 'betting patterns' rule to confiscate player's winnings to be unfair.

Please forward all the missing evidence to kristina.s@casino.guru

Hopefully, I will be able to help you with this case as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristína

I sent him the captures of the chat, what happens that he does not let me send all of them if he tells me which email I can send him all I will be happy to do. I sent him my reimbursement attempts that they did not leave and he also sent the capture of the 1417 euros that they took from my account. This has been a long time ago but the bonus was very small, I also deposit a lot if you want, I can also send you the captures. I continued playing but without cheating as they say at no time use anything they say and once luck smiles at me ..... As I mentioned and have been able to see in the captures, request the history and they did not want to give it to me .

Le mandé las capturas del chat lo que pasa que no me deja mandar todas si me dice a que email puedo mandarle todas estaré encantada de hacerlo. Le mande mis intentos de reintegro que no dejaron y mande tb la captura de los 1417 euros que me quitaron de la cuenta. Hace bastante tiempo de esto pero el bono era muy pequeño yo deposite también bastante si quiere tb le puedo enviar las capturas. Seguí jugando pero sin trampas como ellos dicen en ningún momento utilice nada de lo que dicen y para una vez que la suerte me sonríe..... Como le comenté y han podido ver en las capturas solicite el historial y no me lo quisieron dar.

Thank you very much Yureyure for your reply. I will now transfer your complaint to my colleague Juli who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Dear Yureyure,

Thank you for contacting Casino Guru and bringing this issue to our attention. I’m sorry to hear about your bad experience. We don’t think the betting strategies like Martingale help the players to gain an unfair advantage over a casino. I would like to invite SuperCat Casino into this conversation. Can you specify where is the problem with player’s withdrawal, please? I will set the timer for 7 days so the Casino can provide a statement.

Is it normal that casinos do not answer?

Es normal que no contesten los casinos?

Dear Yureyure,

In cases where the casino is not willing to react on our request and we do not have a closer look on the case from both sides our hands are tied. If they won’t reply withing the next week, the complaint will be unresolved and it will negatively influence the casino's rating and other players can read about your experience in our review.

Ok, thank you, I think that if the EU does not respond, it is for something like that, I hope they show their faces. Thank you

Vale gracias creo q UE si no responden es por algo asiq espero que den la cara. Gracias

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.