Good day,

I made a profit of almost €900 with both the casino and sports betting. Now, however, Suprabets refuses to pay out this win, citing "suspicious activity". I played fair at all times and I think that's unacceptable. I would appreciate help and direct contact.

Guten Tag,

ich habe sowohl mit Casino als auch Sportwetten fast knapp 900€ Gewinn erzielt. Nun weigert sich jedoch Suprabets diesen Gewinn auszuzahlen und beruft sich auf "verd?chtige Aktivit?ten". Ich habe zu jedem Zeitpunkt fair gespielt und halte das für inakzeptabel. Ich würde mich über Hilfe und einem direkten Kontakt freuen.

Dear giantsteps420,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the General T&Cs and I found this:

"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."

Do I understand correctly that you are not aware of breaching any of these terms? Have you accumulated your winnings with or without an active bonus?

Additionally, if there is any other relevant communication between you and the casino, please forward it to [email protected]. Alternatively, you can post it here. 

Thank you very much in advance for your reply.

Best regards,

Kristina

Hello, thank you for the answer. Correct, I have not violated any of the conditions mentioned. I accumulated my winnings without a bonus.

Hallo, vielen Dank für die Antwort. Korrekt, ich habe gegen keine der genannten Bedingungen versto?en. Ich habe ohne Bonus meine Gewinne angesammelt.

Thank you very much, giantsteps420, for your cooperation. I will now transfer your complaint to my colleague Adam ([email protected]) 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 giantsteps420,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Suprabets Casino to join the conversation and participate in the resolution of this complaint.

Dear Suprabets Casino,

Can you please clarify the reason for the confiscation of the player's winnings?

Kind regards,

Adam

Dear giantsteps420,

The casino has replied to me and clarified the situation. The confiscation of your winnings is entirely due to activity related to bets placed on sports. Therefore, we are unable to assist any further with this case and it will now be rejected. Please understand that we do not have enough knowledge regarding sports betting to be able to make a fair and informed assessment of this case.

I am sorry I could not be of more help on this occasion.

Kind regards,

Adam