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Hi ,

I registered at Suprabets Casino and my account was verified. I only played live roulette with 500 euros. I only won 200 euros and wanted to withdraw 700 euros.

The withdrawal request was rejected and the reason for this is that the deposited amount has to be wagered 5 times.

I tried to play again but lost a lot of money and I have 200-250euro available, but step by step I tried to reach 500euro and it worked. I continued playing and won a total of 1026euro and wanted the sum of The withdrawal request was rejected again because a personal ID is missing. I uploaded my ID and emailed it to KYC.

I made another withdrawal request after submitting ID, and this time I get an email from KYC stating that I have to wager 35 times the amount deposited in Casino and that my type of game can reduce the risk of the rollover quickly to carry out what is not permitted in terms and conditions.

I replied to this email that I was playing normally and was just lucky and that was it.

The casino has informed me that my account will be closed and that I will get the sum of 500euro back. I received the 500euro but my winnings have been deleted from the casino.

This is unfair because, as I said before, I lost while playing and then I won, so I ask for your help.

With best regards,

SS ***

Hallo ,

Ich habe mich bei Suprabets Casino registriert und mein konto wurde verifiziert .Ich habe mit 500euro nur in Live Roulette gespielt .Ich habe zu erst 200euro gewonnen und wollte 700euro auszahlen lassen.

Der Auszahlungsantrag wurde abgelehnt ,und der grund dafür ist dass der eingezahlte betrag 5 mal umgesetzt werden muss .

Ich habe versucht ,noch einmal zu spielen aber habe viel geld verloren und mir sind 200-250euro vorhanden, aber schritt für schritt habe ich versucht die 500euro zu erreichen und es hat geklappt .Ich habe weitergespielt und ingesamt 1026euro gewonnen ,und wollte die summe von 1526 euro auszahlen lassen.Der Auszahlungsantrag wurde noch einmal abgelehnt ,da noch ein Personal ID fehlt.Ich habe mein ID hochgeladen and an KYC per email geschickt.

Ich habe noch mal einen Auszahlungsantrag gestellt nach Einreichen von ID ,und dieses mal bekomme ich eine email von KYC wo steht , dass ich 35 mal der eingezahlte betrag umsetzen muss in Casino und dass meine Art vom Spiel kann das Risiko verringern, um den Rollover schnell durchzuführen, was in AGB nicht zulässig ist .

Ich habe auf diese email beantwortet ,dass ich ganz normal gespielt habe und hatte nur Glück ,und das war es.

Der Casino hat mir mitgeteilt dass mein konto geschlossen wird und ich die summe von 500euro zurückbekommen werde.Ich habe die 500eur bekommen aber meine Gewinne sind vom Casino gelöscht.

Das ist unfair, weil ich beim spielen wie schon erwähnt verloren habe und danach habe ich gewonnen.Ich bitte Sie um Hilfe .

Mit freundlichen grüßen,

S.S***

Dear Sgskander,

Thank you very much for submitting your complaint and forwarding all the relevant communication. 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. Have you accumulated your winnings with or without an active bonus? If you have redeemed any promotional offer, please specify which one was it. You can forward its name or a specific link when replying.

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

Hello Petronela,

I deposited 500eur but only played roulette with my own money and didn't accept a bonus.

I can email you screenshots if you like. Thank you very much

Regards,

Skander

Hallo Petronela ,

Ich habe 500eur eingezahlt aber nur mit eigenem Geld in Roulette gespielt , und habe kein Bonus angenommen .

Ich kann Ihnen screenshots per email schicken ,wenn Sie mögen .Vielen dank

Freundliche grüße,

Skander

Thank you very much, Skander, for your reply. Could you please forward your bonus history to petronela.k@casino.guru?

Hi Petronela ,

Yes of course , please check your mail box in few minutes .

Best regards,

Skander

Hello Petronela ,

I confirm , i did not accept a Welcome Bonus or any typ of Bonus when i have placed my first deposit.

Please take a look in my Casino Play History . As mentioned i have Deposit 500EUR and played with only deposit amount. I won 200Eur at the beginning but Suprabets informed me that the deposit amount must be 5X times wagered in order to withdraw the winnings . after that they when i won 1026Eur they asked that rollover is 35X times and not 5X times .

One last thing please, could you forward your cashier/deposit history too? Thank you very much.

Of course , i will send it to you via email.

best regards,

Skander

Dear Petronela ,

Please check your mailbox. Many thanks

Thank you very much, Skander, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank you you so much for your efforts Petronela .I wish you all the best

Dear Sgskander,

I’m sorry to hear that your winnings were confiscated. I’ll contact the casino and try my best to resolve the issue.

I would like to invite Suprabets Casino to this conversation.

Dear Suprabets Casino,

Could you please specify the reasons behind your decision to confiscate Sgskander’s winnings? You can forward any relevant evidence to my e-mail address andrej.p@casino.guru.

Dear Andrej ,

Thank you so much for your support . I am sending an email .Please check you Mailbox.

Best regards,

Skander

Dear Sgskander,

Surely without intent, you did not comply with our terms and conditions 2 times in a row.

With these 2 actions, we decided to refund you of your deposit

If you any other doubts please verify our T&C conditions or contact us via our support channels

Thanks

Best regards

Thank you, Suprabets Casino representative, for your reply. I’d like to ask you to provide a more detailed explanation of the situation. In addition, please forward any relevant information or evidence supporting your claims to my e-mail address andrej.p@casino.guru.

hello,

already answered to andrej.p@casino.guru.

thanks

Best regards

Dear Andrej ,

can i have any update please .Many thanks.

Best regards,

Skander

Dear Sgskander,

We are currently discussing the case with the casino representatives. I will let you know as soon as there’s an update.

Dear Andrej ,

Are there any explanations from Suprabets regarding the case that you have received by email ?

Best regards

Dear Sgskander,

Unfortunately, the only explanation we have received is that your funds were confiscated due to your use of ‘low risk wagering techniques’, which the casino did not specify.

We are still waiting for the casino to provide a more detailed explanation and evidence.

Dear Andrej ,

Thank you so much for reply .

I am confused because Suprabets Casino´´´´´´´s representative mentioned that i did not comply their terms and conditions 2 times .So he did not mentioned or explain what are the Terms and conditions i did not comply according to his message . He just sent to you that i used a low risk wagering techniques .

The casino can check my play History and find out that i have played very normally .The question is ,how can they confiscate someone´´s winnings without an explanation .Is that SERIOUS ?

Hello,

already sent an answer on day 06 to andrej.p@casino.guru

thanks

Dear Suprabets Casino,

I have responded to your message from April 06, 2021, but I have not received a reply. Please note that I have just re-sent my last e-mail.

I’m setting the timer for 7 days.

Dear Sgskander,

Please be informed that we are still trying to discuss and resolve the issue with the casino representatives, but it has proven difficult as the casino prefers not to discuss the matter in detail publicly and their response to our e-mails seems to be always delayed.

Dear Suprabets Casino,

I have not received a reply to my e-mail that was sent to you on Apr 13, 2021. I’m extending the timer by 4 days.

Dear Andrej ,

Thank you for your message .

I think if the Suprabet has the right to confiscate my winning according to their term and conditions ,in that case they can write their point of view publicly to convince us .

We try to have an explanation , and a justification from them since one Month .

They just mentioned that i have used a low risk wagering techniques ,but the question is how and where and at what time? They still can check my Play History , i guess .

How can we believe them ,when they wrote me that Deposit amount must be 5X Times wagered and after winning more money , they changed their mind and wrote me ,it must be 35X Times wagered .

Best regards.

Dear Sgskander,

Yes, unfortunately, according to the casino’s Terms and Conditions, the casino prohibits the use of various betting techniques, including low-risk wagering (even when playing without a bonus).

The casino has provided evidence proving that you had been in fact making low-risk bets on roulette, which would allow you to complete the wagering requirement without properly risking your deposit, which is why the casino increased your rollover requirement, and later decided to confiscate your winnings and return your deposits.

In Casino Guru, we believe that players should be allowed to play any way they want as long as they don't commit fraud.

There is no advantage for the player to be gained by making bets that cover most (or all) of the roulette wheel.

In this case, the player didn't even play with a bonus, so the only reason to require any wagering is to avoid potential money laundering. For this reason, it’s okay for the casino to decide not to count bets with extremely low variance towards wagering requirements. However, without any proof or at least an indication that the player was actually involved in any money-laundering activities, there is no justified reason to confiscate the player’s winnings. Therefore, we believe that the player should be paid.

As the casino has refused to reconsider their decision, which we consider unfair and against our Fair Gambling Codex, we will now close this complaint as 'Against Fair Gambling Codex'.

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties reach a satisfactory conclusion.

hello,

we just sent and email to the player asking him to confirm the e-wallet in order to pay the amount of 700€

waiting for the player

thanks

Pardon, the full amount, not 700€

Hello all ,

Thank you for reopening the case ,and i would like to thank Suprabets team also . i will confirm your email .Please check your inbox.

Many thanks

SgSkander

Thank you, Suprabets Casino, for your consideration, and thank you, SgSkander, for your quick reply.

Please keep us posted on any news regarding this case.

Thank you Andrej for your support .

Dear Suprabets Team ,

I have sent you an email few minutes ago to confirm the ewallet Nr.

Please check your mail inbox .

Best regards,

Sgskander

Dear all,

I confirm receiving my winning amount via Bank Transfer Today .

Thank you Guru Team ,and many thanks to Suprabets Team .

Thank you, Sgskander, for confirming and for using the Casino Guru complaint resolution center. I’m very glad we reached a fair conclusion in this case. We will now mark your complaint as 'resolved' in our system. Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Andrej, Casino.guru