SupaBet Casino - La cuenta del jugador está cerrada y faltan fondos.

It has been confirmed by my bank and the transfer administrator that a transaction of $700 was accepted by supabet however never credited to my account and it was never played as thry closed my account and there’s no way I can view the play history. Furthermore, 2 transactions of $100 were accepted and never credited. These 2 transactions are also co formed that they were accepted by supabet. So, as they closed my account when I inquired about these funds, and now are refusing to reply to my emails. They are dishonest and I recommend not to get caught in their fraud.

Dear Lulu4321,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’re experiencing.

If your deposit has never been credited to your casino account, the only thing I can recommend is contacting your payment provider for an investigation. Please keep in mind that this process can be complex and may take up to a month. In such cases, the casino’s ability to intervene is often limited.

I’m sorry that we can’t provide more immediate assistance at this time. However, I will leave this complaint open for a month, and I kindly ask you to keep us updated on any progress.

Thank you for your understanding.

Best regards,

Dominika

Thank you. I hope you really can help me with this. This casino is very dishonest. As soon as I started to inquire about the missing funds, they locked me out. I sent many emails with no response. I tried live chat but they won’t give me any answers and tell me to email and wait for a response which, as I said, they refuse to respond. They did however respond regarding my account closure saying it was an administrative decision but no concrete reason. I emailed them using a different email and, as you can guess, they did reply not knowing it was me just wanting to confirm the email as they did not have an account matching that email. This indicates that, clearly, they are responding to emails and intentionally ignoring mine. I’m so frustrated with this casino and even their licensing agency has yet to respond. I really need your help because I have reached dead ends as far as this company goes. Dry unprofessional and unethical. They should not be allowed to stay open. I read several reviews on trustpilot and this seems to be a regular occurrence.

I understand that you will keep this open for a month but if they don’t reply, there must be some policing agency that requires them to show proof. Paydirect, the payment provider, confirms that they’ve accepted the funds but when I was playing, I waited and waited for the funds to be credited but nothing. Some of the transfers were credited but yheee three were not. I never played this money. Ive had many interactions with paydirect but they said as supabet has accepted these funds, they no longer have the funds and only supabet can refund them

please help me

thanks again for your help.

I am contacting you to know what the status of my case is. Thank you.

Dear Lulu4321, did you perform any activity on your Supabet account before it was blocked? For example, did you play casino games, place sports bets, or use any bonuses?

Did you use a payment method registered in your name when making your deposits?

Could you please forward your communication with the casino regarding the account closure to my email at dominika.l@casino.guru?

Have you already contacted your payment provider?

I’ve sent you a reply but I don’t see it here.

anyways, I forwarded all my correspondence to them to Dominika.

also, the answer is yes to all your questions.

I did let you know in previous message that my payment provider, pay direct, did a thorough investigation and all the money transfers sent to supabet have been accepted but the three I’m contesting totalling $900 were never credited. Then I inquired and I was blocked and now they won’t reply.

Dear Lulu4321, to proceed with your case, could you please forward me the following documents?

• all three deposit receipts
• communication with your payment provider
• bank statement starting from the date you made the transaction that has not been credited to your casino account until today

My email address is dominika.l@casino.guru.

Sure. I will do that as soon as possible.

Hi! I just wanna let you know that I forwarded all this information already to the Casino and they are not responding to it so they already have all this information but I will send it to you for sure

I’ve sent you all the info you requested. There are very many forwarded emails as I did much due diligence with pay direct. Let me know if there’s any other info you require.

I thought I’d let you know that today I’ve tried to contact the Casino again to see if anyone is ever going to reply to my emails, and the live chat agents both shut me out of the conversation, knowing fully well that I have a complaint in place and they don’t want to own up to their wrongdoings

Thank you very much, Lulu4321, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@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.

Hello Lulu4321,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear SupaBet Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

Hello. I sent Dominika all the messages requested and I’ve sent Michal some messages. I’ve received no reply. Please confirm if you’ve received everything and also the message to Michal wanting to know why my case has been transferred to him. Thank you.

Dear Lulu4321,

We would kindly like to inform you, that your request is currently under revision and is beeing investigated.

We will inform you as soon as possible, once we have all the information.

Furthermore we would kindly like to inform you, that your account was closed as player protection, as you mentioned self harm in one conversation with us.

We will provide further details about your funds in the nearest time.

Thank you for your patience and understanding.

Kind regards,

Supabet Casino Team

Dear Lulu4321,

I can confirm that I have received the emails from you.

Dear SupaBet Casino,

We will be waiting for your updates.

Fantastic Would it be possible to know why the change of hands for the complaint?

thanks.

Dear Lulu4321,

We would kindly like to apologize for the delay in your case.

Please be assured that we are investigating and gathering all information which will be send to you in the nearest time.

Thank you for your patience and understanding.

Kind regards,

Supabet Casino Team

I am confident that I have never been credited the total of $900 and would need it back asap due to urgent need and do not have much time to wait.

Self harm was mentioned as a hypothetical because of all the anxiety and stress your casino has caused me in my life. You didn’t even have the decency to respond or inform me of that.

Dear Casino ,

I understand you say that you close my account due to saying that there would be self harm, but at least be honest so that Casino guru can see from the trail of emails that you close my account when I asked where my money was that it wasn’t credited. It wasn’t until one month later That you closed my access to live chat. That was when you allegedly closed my account because of self harm. So at least be honest that you closed access to my account on 24 April because I inquired about where my money was. I never mentioned self harm until one month later. We need to be above board on all the communications That have happened and I wish you wouldn’t be misleading so that casino guru thanks something different than what it is. I have sent all the communications between us to them so with due diligence, they will see that the alleged closure Doodoo self harm wasn’t until a month later and that was with live chat. Please respect that.

Dear SupaBet Casino,

We are waiting for your updates.

Dear Michal,

We would kindly like to ask yu to check your emails, where we provided further information regarding this case.

We hope this helps for the resolution of this case.

Kind regards,

Supabet Casino Team

With all due respect, communication should also include me. I truly hope there wasn’t any fabrication of evidence because I know I did not play the amount I am contesting. There’s no reason that this is taking so long if you check the amount I sent vs amount actually credited and played. This amount of time is truly suspect.

Dear Lulu4321,

I have been informed by the casino that you were making chargebacks in one of SupaBet Casino's sister projects in the amount of 900 CAD, which corresponds to the amount of 900 CAD that was deducted from your SupaBet account. Due to this, your account on SupaBet was closed to avoid further chargebacks.

Could you comment on this?

Firstly what is a chargeback? Secondly which sister casino? I know that I deposited a lot of money on the 24 of April into that casino supabet and $900 was never credited. During that time I only played at that casino. I want the evidence of what they are talking about. This is all lies. I questioned those amounts when I didn’t see them I credited to my supabet account and they for the $700 amount said it takes a bit longer dime times and then for the other 2 x . $100 they never bothered to respond. If it were a chargeback (whatever that is) they would have said so. This is not true. I want evidence.

Dear Lulu4321,

A chargeback in the context of casinos is a transaction reversal initiated by a customer's bank or credit card provider, disputing a payment made to the casino. This often happens due to suspected fraud, unauthorized transactions, or in cases of "friendly fraud," where players attempt to recoup losses after losing bets. $900 was never credited into your account because the casino had taken those funds as a reimbursement due to the alleged chargebacks.

Dear SupaBet Casino,

I have replied to your email with further questions.

That’s a lie. I questioned the $700 first and they said it just takes lo

ger. Then many other transfers went through and credited and if this is true they would have kept other all subsequent deposits but it was sporadic.

Dear Michal,

Thank you for your email, we requested further evidence from the responsible department and will provide them as soon as possible.

Dear Lulu4321,

We would kindly like to ask you to check your transaction histories of your bank, where you can see that you received a chargeback from another sister casino.

We would kindly like to ask you to further provide Casino Guru with your transaction history in order for them to verify this claim.

Thank you in advance.

Kind regards,

Supabet Casino Team

Dear SupaBet Casino,

Thank you for the update. I will be waiting to hear from you.

As I said, I want the dates and the the name of the sister casino and evidence that there was a chargeback as they are claiming. They told me that the $700 was not credited as transactions take a little longer sometimes. They never said that it was due to a chargeback. As for the other 2 deposits of $100 each they never gave me a reason. Now they are claiming almost 2 months later that they didn’t credit all the $900 total due to a chargeback? That’s so suspect. As I said, first the $700 was missing, but then some deposits went through and were credited but some were not. They have to tell me the dates of these chargebacks and the sister casino name and the credit card used and the merchant. This is so suspicious.

Dear Lulu4321,

we would kindly like to clarify, that a chargeback means that money, that you already deposited to your casino account and already used to play, was requested back from you/ or your bank and therefore credited back to your bank account.

The relevant department is already notified to provide further evidence, which will presented in the nearest time.

Thank you for your patience.

Kind regards,

Supabet Casino Team

Dear all,

Thank you for your patience!

Please be informed that we are investigating the matter and will provide a reply as soon as possible.

Best regards,

Supabet team

Dear SupaBet Casino,

We are anxiously waiting for the results of your investigation.

Dear all,

We would kindly like to apologize for the delay and any inconvinience this may cause.

Please be assured that we are working on your request with high priority and will provide further information as soon as possible.

Thank you for your patience and understanding.

Best regards,

Supabet team

Dear all,

We are deeply sorry for any delay.

We are currently in communication with the relevant department which is working as fast as possible to gather all needed information.

We will send you an update in the nearest time.

Thank you for your patience and understanding.

Best regards,

Supabet team

Dear Lulu4321,

We would kindly like to ask you to check your emails in which we send you a notification for the verification of your account.

Please provide us with all documents requested in order to finalize your verification process. As soon as your account is verified we will be able to further proceed with your request.

Thank you for your cooperation and understanding.

Best regards,

Supabet team

I cannot give you personal information about myself moving forward or my finances after you’ve intentionally never credited my account with the money I transferred. The $900 in total was never used for its intended purpose. That’s unfair to take money that I intended to play with without my consent. You need to show me when and where and which casino this alleged chargeback was done. If you cannot show me this and want more information from me, I’m afraid I don’t trust that you won’t fraudulent take more money from me. No one in their right mind would give you more personal information after what you’ve done. So if you clearly have all the information you claim to have, you do not need me to give you more personal and financial information. So please provide the evidence and all the information you claim to have. WHY ON EARTH DO YOU NEED ME TO VERIFY MY FINANCIAL ACCOUNT? When you intentionally block me and misappropriate funds, there is no way that I can trust you won’t do it again. That’s not something anyone would be expected to do in a case like this.

In adfition, are you telling me it has taken 2 months for you to request information from me? What has been done in your end after all this time? This sounds like a ploy to procrastinate the situation.

Dear Lulu4321,

If you refuse to cooperate with the casino, I am afraid I will not be able to help you in this situation. Please reconsider and provide the casino with the requested documents so we can move forward.

What documents? It’s not a question of refusal. It’s a question that if they withheld funds from me without telling me g me, I’m scared they will do it again if I give them my credit card details. They’ll just take money from me. It’s not fair that you’re not understanding this. I’ve undergone a lot of anxiety because of what they’ve done so how can I trust them? I would like all communication from them to be through this platform only. Clearly if they take money from me once, they’ll do it again I’m afraid.

Also, why did it take almost 3 months to tell me where my money is when what they always maintained was that it just takes longer to credit my account with some transfers. I’ve given them all the information they required when I signed up for their account. And also, why did they refuse to answer any of my emails leading me to filing a complaint with you. They don’t answer my emails and take money from me giving me poor excuses and close all contact with me without giving me a reason but now they ask for financial details and I should openly disclose all my financial details without being skeptical that they will take money from me? How is this even ethical. All I want from them, which I asked first, was to give me the name of their sister casino, and the dates of the supposed chargebacks, and credit card used. Why can’t I ask for that which I asked firstly.

I did not receive any emails. I checked

Dear Lulu4321,

Thank you for your message.

We would kindly like to inform you, that the verification email was send to you on the 13.06. It may be that the email went to your spam folder, which you could check.

However, we would kindly like to inform you that we resend the email now again in order for you to provide us with the necessary documents.

We are looking forward for your reply.

Thank you for your understanding and coorperation.

Best regards,

Supabet team

Hello Lulu4321,

We would like to update you that due to Michal, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Michal has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Michal will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Lulu4321,

We would kindly like to inform you that until now we did not receive any documents or answer to our verification email send to you.

We would kindly like to ask you to provide us with the requested documents in order to finalize your claim.

Thank you for your understanding and coorperation.

Best regards,

Supabet team

Due to the broken trust, I have long blocked you on email. I would cooperate only through this platform. Reason being, suspect you will be hijacking funds from me as you did in the past. All I want to know is your sister casino you are claiming there is a chargeback of $900 and what credit card was used that you took my e-transfers from and did not credit and the date of supposed chargeback. I certainly have the right to know this and do my investigation prior to moving forward. I’ve asked for this info 4 times and you’re not obliging. Thank you.

Dear Lulu4321,

Thank you for your reply and clarification.

Dear Michal,

As Lulu4321 blocked us from the emails and requests communication only via this forum, we would kindly like to ask you to check your emails where we forwarded you the verification email which was send to Lulu4321 on the 13.06 and 26.06.

In order to proceed with the claim and seek for a solution, we would kindly like to ask you to forward the Email to Lulu4321 to finalize the verification of the account.

Thank you for your understanding and cooperation.

Best regards,

Supabet team

Dear Lulu4321,

I apologize for the late reply. Please check your email address. I have forwarded you the email from the casino.

The issue is not with credit card. It’s with 3 e-transfers. That’s cash money. Also there’s no point in giving you my Apple Pay details as I no longer have valid cards attached to it as my credit cards have been cancelled. So what isbitbyou want from me.

Dear Lulu4321,

Thank you for your reply and clarification.

We would kindly like to inform you that all stated documents must be uploaded to complete the verification process.

In case one of the cards you used previously on the account is cancelled, please submit a document from the bank which proofs the cancellation of your card.

Thank you for your understanding and cooperation.

Best regards,

Supabet team

I do not have any proof. It was cancelled and that’s it. They don’t give you stuff you’re asking for. I no longer am in possession of Apple Pay. I’m happy yo give everything else. The card was compromised so I had to destroy it. Why do I need to give you things that I don’t have? It’s as n n impossible thing they are asking. I’m sure my account can be verified simply with id

Dear Lulu4321,

If a card is cancelled, therefore it's not active, the bank should be able to provide you with the confirmation, just what the casino had asked for. If, however, only the physical card was destroyed but not deactivated directly by the bank, this would mean that the card is still active and can be used for online payments. Therefore, it should also be possible for you to provide the casino with the document that would prove your ownership of the said card.

In any case, you should be able to provide the casino with one or the other.

They need to specify which card. They asked me for Apple Pay which is no longer in use.

Again, the missing funds in question was cash not credit.

Dear Lulu4321,

Thank you for your reply.

We would kindly like to remind you that for the verification process all payment methods, which have been used to fund your account, must be verified.

We would kindly like to ask you to send us the requested document in order to further proceed with your case.

Thank you for your understanding.

Best regards,

Supabet team

Dear Lulu4321,

You are correct that your account can be verified with an ID, but unfortunately, your payment method can not. If you won't provide the casino with the requested document, I will be forced to close this case.

As I’ve asked many times, I need to know which credit card.

Dear Lulu4321,

Thank you for your reply.

We would kindly like to remind you that the verification email was saying which cards must be varified, please find the information in the following:

- Photos of the credit/debit card related to your ApplePay account you used on our Website (both front and back). You may blur the middle 6 digits of the card number and the CVV if you desire. First 6 and last 4 digits, expiry date and name of the card owner should be clearly visible.

- A screenshot of your ApplePay (page/s with your personal data, account number, address). To check the ownership. 

Thank you for your understanding.

Best regards,

Supabet team

As I’ve explained, I no longer have this card nor do I remember which card was associated with my Apple Pay which has been deleted and irretrievable. I must use another method to verify. I can send screenshots of my bank statement. But not my credit card. I’m happy to send verification of id

Dear Lulu4321,

Thank you for your reply.

We would kindly like to ask you, as mentioned before, in case one account is already cancelled, please send us a confirmation of your bank of the account in question that it is cancelled. You may contact your bank and request this confirmation as they will be able to provide it to you.

Thank you for your understanding.

Best regards,

Supabet team

Dear Lulu4321,

Following up on our last answer we would kindly like to inform you which documents exactly are still missing for the verification of your account:

ID

Selfie

Bank transaction history for April, showing applepay and interac deposits

Thank you for your understanding.

Best regards,

Supabet team

I said I need to know which credit card was in Apple Pay as I used many and now I no longer have Apple Pay. I need to know which credit card on Apple pay. Which one???

my bank is notable to provide the information you request. It’s not something they do.

Dear Lulu4321,

Thank you for your reply.

Please be informed that you used your Applepay Card to make deposits on 21.04 and 22.04 .

We would kindly like to ask you to provide us with your Bank statement for April of the bank to which your Applepay card is attached .

All transactions must be visible including deposits done to our side.

Thank you for your understanding.

Best regards,

Supabet team

Which card was it. What does it end with.

Dear Lulu4321,

You should be able to provide the casino with your bank statement from the account you used for deposits on the 21st and 22nd of April. Asking the casino for the card number is pointless, since it is you who needs to provide this information. If you fail to do so, I am afraid I will not be able to continue with the investigation. Please check your account(s) for the said deposits and provide the casino with the bank statement, as well as all of the additional documents as requested.

Dear Lulu4321,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Michal
Casino.Guru