Suprabets Casino - Se confiscan las ganancias del jugador debido a una supuesta violación de los términos.

A few days ago, my account was finally verified, something I had been trying to accomplish since February 24th.

I attempted to withdraw my money using the "NETELLER" option and after a few hours, I received an email stating that I had violated item 11.5 of the casino's terms and conditions.

I approached the support chat and they suggested that I request a refund and an explanation through the same email that notified me of the suspension.

Two days later, they responded, arguing that because of an infringement of the aforementioned item, my winnings were completely lost.

I feel that the casino has ripped me off as none of their claims are true; on the contrary, I believe they are simply stealing my money.

Hace unos días al fin se verificó mi cuenta, cosa que venía buscando desde el día 24 de febrero.

Quise hacer el retiro de mi dinero a través de la opción de "NETELLER" y a las horas me llegó un correo diciendo que viole el punto 11.5 de los términos y condiciones del casino.

Me acerque al chat de soporte y me comentaron que pidiera el reembolso y la explicación a través del mismo correo donde se me notificó la suspensión.

A los dos días contestaron argumentando que al tratarse de una infracción al punto antes mencionado mis ganancias estaban totalmente perdidas.

Me siento estafado por parte del casino ya que nada de lo que se dice es cierto y al contrario pienso que se están robando mi dinero.

Dear jcastor103,

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?
• 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. 

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

Hello!

The account has been registered since February 21.

It was all in sports betting.

And the winnings were without bonus, I never accepted it.

I'm waiting for the casino straight away, because I've tried to talk to it by email but they haven't given me any response.

Thank you for taking the case!

Hola!

La cuenta está registrada desde el día 21 de febrero.

Todo fue en apuestas deportivas.

Y las ganancias fueron sin bono, nunca lo acepté.

Espero el casino de la cara, porque por correo he intentado hablarlo pero no me dan respuesta alguna.

¡Gracias por atender el caso!

Thank you, jcastor103, for your response. Unfortunately, since you have clarified that the issue solely pertains to sports betting, we regret to inform you that we are unable to assist you in this matter.

We sincerely apologize for our inability to resolve your case. However, please feel free to reach out to us if you encounter any issues with other casinos in the future. Since we currently do not have a department specifically dedicated to sports betting disputes, and lack sufficient expertise in handling such cases, we are regrettably unable to proceed with your complaint. I genuinely wish I could have been of more assistance.

Thank you for your understanding, and please do not hesitate to reach out if you have any further questions or concerns. Meanwhile, I'm forced to reject your complaint at this time.