Suprabets Casino - La cuenta del jugador ha sido bloqueada.

The casino has closed my account for allegedly violating the terms and conditions, Section 11.5. of the general terms and conditions of Suprabets. I just want to be able to withdraw the funds that I had in my account but they have closed my account and they won't let me make the withdrawal. Your customer support is lousy and your email doesn't solve anything.

El casino ha cerrado mi cuenta por supuestamente violar los términos y condiciones, Sección 11.5. de los términos y condiciones generales de Suprabets. Yo solo quiero poder retirar los fondos que tenía en mi cuenta pero han cerrado mi cuenta y no me dejan hacer el retiro. Su apoyo al cliente es pésimo y su correo no resuelve nada.

Dear Ericfl2,

Thank you very much for submitting your complaint. 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. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live casino games, slots, or sports betting)? Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

Meanwhile, I have checked the general terms and conditions to examine the abovementioned rule 11.5. but it's too vague and describes too many possible reasons for an account closure.

11.5 For the purposes of this paragraph 11:

11.5.1 "Fraudulent practice" includes but is not limited to the following: any fraudulent activity engaged in by you or by any person acting on your behalf or in collusion with you, another player or affiliate, and shall include, without limitation: (a) fraudulent charge-backs and rake-back activity; (b) the use by you or any other person who was participating in the same game as you at any time, of a stolen, cloned or otherwise unauthorised credit or debit card, as a source of funds; (c) the collusion by you or with others in order to gain an unfair advantage (including through bonus schemes or similar incentives offered by us) such as evidence of fraudulent, unlawful, abusive, in our operator database or gaming provider database, such as the use of late betting, arbitrage betting or similar techniques, with or in conjunction with another user or other account used by you, regardless of the outcome, we reserve the right to cancel all the connected offers and bets in the fraudulent´s customer account(s); (d) using strategies that take advantage of any software bug or failure; (e) any attempt to register false or misleading account information; (f) any actual or attempted act, which is reasonably deemed by us to be illegal, in any applicable jurisdiction, made in bad faith, outside the interest of fair play, or intended to defraud us and/or circumvent any contractual or legal restrictions, regardless of whether such act or attempted act actually causes us any damage or harm;

11.5.2 "Criminal activity" shall include, without limitation, money laundering and any offence under section 42 of the Gambling Act 2005; and

11.5.3 "Unfair advantage" shall include, without limitation:

11.5.3.1 The exploitation of a fault, loophole or error in our or any third party’s software used by You in connection with the Services (including in respect of any game);

11.5.3.2 The use of Bots for poker games (including, but not limited to, those games appearing under the Poker tab) and any Bots for skill games (including but not limited to, those skill games appearing under the Skill tab or Games tab) and Bots for any other use which would otherwise constitute any other Prohibited Practices;

11.5.3.3 The use of third party software or analysis systems; or

11.5.3.4 The exploitation by You, of an Error as defined in paragraph 18.1 below, in any case either to Your advantage and/or to the disadvantage of us or others.

11.5.3.5 Use of any tool, plug-in, software that allows the abuse or omission of identity, geographic position, guarantee of special and regional promotions, such as the use of vpn, proxys, dns or any technique or protocol that can deceive, bypass or modify any restriction or geographical selection is considered fraudulent and strictly prohibited. Accounts and funds will be suspended without prior notice.

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

Best regards,

Petronela

Thank you very much for your attention.

Answering your questions:

1. I opened my account in January 2023.
2. If I managed to verify my account before it was closed.
3. I only made sports bets.
4. All my winnings were accumulated with no active bonus. I never accepted any bonus.

Stay tuned.

Thanks in advance.

Greetings.

Eric

Muchas gracias por tu atención.

Contestando a tus preguntas:

1. Abrí mi cuenta en enero de 2023.
2. Si logré verificar mi cuenta antes de que la cerraran.
3. Únicamente realicé apuestas deportivas.
4. Todas mis ganancias fueron acumuladas sin bono activo. Nunca acepté ningún bono.

Quedo al pendiente.

Gracias de antemano.

Saludos.

Eric

Thank you very much, Ericfl2, for your reply. Since you have confirmed that the issue is purely related to sports betting, I’m afraid we won’t be able to help you.

I’m truly sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. Since we don’t have a branch dealing with sports betting yet and enough insight to take on this kind of dispute or judge it appropriately, we are forced to reject your complaint in the end. I really wish I were of more help.