Hello. The casino has closed my account and confiscated my money, claiming that I violated point 11.5 of their terms and conditions. This is not true. I've sent emails, but no one has ever responded to me. I need your help, please, so that I can at least recover my money.

Thank you

Hola. El casino ha cerrado mi cuenta y confiscado mi dinero, aduciendo que viole el punto 11.5 de sus tyc. Eso no es cierto. He enviado mails, pero nadie me ha contestado nunca. Necesito por favor su ayuda, a fin de poder aunque sea recuperar mi dinero.

Gracias

Dear gabyfcosk,

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

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

• Could you please advise how long were you a player of the casino and when exactly was your account blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, multiplayer)
• Did you achieve your current balance with or without an active bonus?
• Was the casino any more specific in their allegations against you? If you have the communication between you and the casino saved, please send it to me at [email protected]

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

Best regards,

Tomas

Hello Tomas. I have only opened the account for 3 days and they closed it yesterday. I opened it last Sunday.

I found out because yesterday they sent me an email (I forwarded it to their email)

I have not used any type of bonus with my deposits

Hola Tomas. He Abierto la cuenta solo 3 días y me la han cerrado ayer. La abrí el pasado domingo.

me enteré porque ayer me enviaron un mail (se lo reenvié a su correo)

no he usado ningún tipo de bono con mis depósitos

Thanks for your messages.

What games did you play to accumulate your current balance in the casino, please? (slots, live games, multiplayer, sports betting)

Hi Tomas. In this case I did sportbooks bettings. Only 3 bets

Thank you for your reply, asamikot. As you might know, our forum www.kpvfaw.com, deals with complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue related to sports betting.

However, I can recommend a few websites that might be able to help you. Please, let me know if you are interested in the list of these websites, and thank you very much for your understanding.

Dear gabyfcosk,

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.

Hello. I still don't have a response from the casino. No one ever gave me any information as to why they closed the account and confiscated my money.

Hola. Aún sigo sin tener una respuesta del casino. Nunca nadie me dio ninguna información de porque cerraron la cuenta y confiscaron mi dinero

Please understand that if you only placed bets on sports betting and your account has been blocked, the casino probably detected activity that requires further investigation. Since we don't have enough insight into this field of online gambling, we wouldn't be able to interpret the casino's results of the investigation and/or their explanation correctly and judge this case fairly. We don't think that your complaint is unjustified, we just couldn't evaluate the issue properly. We would really like to help, but it is impossible for us this time.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.