SupaCasi Casino - Las ganancias del jugador son confiscadas.

"I used a free bet at Supacasi. The resulting winnings were correctly credited as real money. I then continued playing with this real money and fairly increased my account balance to a total of €2,900."

The casino has arbitrarily deducted €2,875 from my account, claiming there's a €25 winnings limit for the free bet. However, the specific bonus terms and conditions (particularly point 9) don't mention a concrete, quantified €25 limit. They only refer to a general right to withhold winnings. Introducing a retroactive €25 limit, not defined in the terms and conditions, and deducting €2,875 of my legitimate real-money winnings is opaque and a breach of contract. Support refuses to show me the exact clause and only responds with standard phrases. I demand payment of my remaining winnings.

"Ich habe bei Supacasi eine Freiwette genutzt. Der daraus resultierende Gewinn wurde ordnungsgemäß als Echtgeld gutgeschrieben. Mit diesem Echtgeld habe ich im Anschluss weitergespielt und meinen Kontostand fair auf insgesamt 2.900 € erhöht.

Das Casino hat mir nun willkürlich 2.875 € vom Konto gestrichen und behauptet, es gäbe ein Gewinnlimit von exakt 25 € für die Freiwette. In den spezifischen Bonusbedingungen (insbesondere Punkt 9) steht jedoch kein konkretes, beziffertes Limit von 25 €. Es wird lediglich pauschal von einem Recht auf Einbehalt gesprochen. Ein nachträgliches, nicht in den AGB definiertes Limit von 25 € einzuführen und mir 2.875 € rechtmäßigen Echtgeld-Gewinn zu streichen, ist intransparent und vertragswidrig. Der Support weigert sich, mir die genaue Klausel zu zeigen, und antwortet nur mit Standardfloskeln. Ich fordere die Auszahlung meines restlichen Gewinns."

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with SupaCasi Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you made any previous deposits and payouts from the casino?
• Is your player's account verified?
• What games did you play to accumulate your winnings after the bonus was wagered? (slots, live games, betting on sports)
• Have you managed to withdraw the winnings the casino left on your balance?
• Could you please share with me your communication with the casino regarding the justification for the removal of your winnings? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Dear Louis1,

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.

Thanks for your patience. I went over the information you provided.

We reached the point where we would contact the casino directly regarding the incident. Unfortunately, I would like to inform you that since this casino has multiple cases closed as "No Reaction Policy," we are forced to close your complaint as "unresolved". This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue; however, the decrease in rating caused by unresolved complaints could change the casino's approach.

Regrettably, it seems to be a common practice of SupaCasi Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our previous failed attempts to negotiate.

We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue have failed as the complaints grew in number. We strictly recommend staying away from SupaCasi Casino. I wish I could be of more help.

The casino can reopen this complaint at any time.