SupaCasi Casino - El retiro del jugador ha sido cancelado.

Casino cancels balance from 500 euros to 175 euros.

The bonus was fully wagered. This is an alleged violation of the following terms, which I vehemently reject in full. They're just looking for a reason not to pay or to delete their balance. They get a commission per spin from the provider, and they made a lot of money from me. This is an absolute scandal for the entire casino group.

"We would like to inform you that your withdrawal has been cancelled and the amount of €325 has been deducted from your balance due to a violation of the following Terms and Conditions (T&Cs):

5.9.5 The Company reserves the right, at its sole discretion, to void any winnings and confiscate any funds (winnings and deposits) in your betting account, terminate the Agreement and/or suspend the provision of the Services or deactivate your account if:

i) we discover that you have masked or tampered with the IP address of any device used to access our Site, or have taken steps to do so (e.g., by using a Virtual Private Network ("VPN")),

ii) we become aware that the customer has used forged documents (photos, scanned documents, screenshots, etc.) during the verification process or at any time while the contract is active,

iii) there is reasonable cause to suspect that you have committed or attempted to commit bonus abuse, either independently or as part of a group,

iv) You engage in any fraudulent, collusive, manipulative or other unlawful activity in connection with your or any third party's participation or use any software-based methods, techniques or hardware devices for your participation in any of the Services offered by the Company.

Please note that €175 will still be available in your game account.

Please do not hesitate to contact us if you need assistance.

Best regards,

Your customer service team

Casino cancelt Guthaben von 500 Euro auf 175 Euro.

Bonus wurde vollständig umgesetzt. Angeblich Verstoß gegen folgendes was ich wehemend vollständig zurück Weise. Hier wird nur ein Grund gesucht nicht zu zahlen bzw Guthaben zu löschen. Man bekommt vom Provider Provision pro Spin hat an mir gut verdient dann sowas absoluter Skandal die ganze Casino Gruppe.

"Wir möchten Sie darüber informieren, dass Ihre Auszahlung storniert wurde und der Betrag von 325 € von Ihrem Guthaben abgezogen wurde, aufgrund eines Verstoßes gegen die folgenden Allgemeinen Geschäftsbedingungen (AGB):

5.9.5 Das Unternehmen behält sich das Recht vor, nach eigenem Ermessen jegliche Gewinne für ungültig zu erklären und jegliches Guthaben (Gewinne und Einzahlungen) auf Ihrem Wettkonto einzuziehen, den Vertrag zu kündigen und/oder die Bereitstellung der Dienste auszusetzen oder Ihr Konto zu deaktivieren, wenn:

i) wir feststellen, dass Sie die IP-Adresse eines Geräts, das zum Zugriff auf unsere Seite verwendet wird, verschleiert oder manipuliert haben oder Schritte unternommen haben, dies zu tun (z. B. durch die Nutzung eines Virtual Private Network „VPN"),

ii) uns bekannt wird, dass der Kunde während des Verifizierungsverfahrens oder zu irgendeinem Zeitpunkt, in dem der Vertrag aktiv ist, gefälschte Dokumente (Fotos, gescannte Dokumente, Screenshots etc.) verwendet hat,

iii) ein begründeter Verdacht besteht, dass Sie einen Bonusmissbrauch begangen oder versucht haben, entweder eigenständig oder als Teil einer Gruppe,

iv) Sie in betrügerische, kollusive, manipulative oder andere rechtswidrige Aktivitäten im Zusammenhang mit Ihrer oder der Teilnahme Dritter verwickelt sind oder Software-gestützte Methoden, Techniken oder Hardwaregeräte für Ihre Teilnahme an einem der vom Unternehmen angebotenen Dienste nutzen.

Bitte beachten Sie, dass 175 € weiterhin auf Ihrem Spielkonto verfügbar sind.

Zögern Sie nicht, uns zu kontaktieren, falls Sie Unterstützung benötigen.

Mit freundlichen Grüßen,

Ihr Kundenservice-Team

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?
• Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?
• Could you please send me a link or a screenshot of the bonus you activated and played with?
• Have you made any successful withdrawals from this casino before?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

No, neither VPN nor anything else. What was it on the phone? Maybe Wi-Fi switched to mobile, but nothing else.

I have never withdrawn from the casino.

KYC was complete and account verified successfully.

Nein weder VPN noch was anderes. Was war das am Handy eventuell mal WLAN auf Mobile umgesprungen ist sonst rein gar nichts.

Habe in dem Casino noch nie ausgezahlt.

KYC war vollständig und Account verifiziert erfolgreich.

Thank you very much, marciistamstart, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. However, I would like to warn you that it seems to be a common practice of SupaCasi Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

Hello!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Dear SupaCasi Casino, in case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Kahnawake Gaming Authority (https://gamingcommission.ca/interactive-gaming/complaints) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (pavel.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Pavel Kaczynski