SupaCasi Casino - Вилучення гравця відхилено.

I've won 300€ on Supacasi and I've uploaded all my necessary documents before I tried to withdraw the amount via bank transfer.

The first time the withdrawal got canceled because the casino wanted another proof of deposit.

I've sent them another and and it got canceled again because it was not enough (Although all my personal data, bank account,... were visible)

I forgot to say that every time the casino took 2 days to reply, when I've submitted a new document.

Then I've send them the next proof of deposit. After 2-3 days not responding I got the next message, that they want a selfie with my passport visible on the photo.

So far, so good. Already over 1 week has passed and I sent them the selfie with the passport right after I got the mail.

3 days later (Yesterday) I got another mail that my withdrawal got canceled AGAIN and now they want a document of my phone provider with my name visible.

It's just a stalling tactic, what's next? Should I provide a urine sample? my birth certificate? I've dealt with blatant scammers like this many times, casinos who hope that every time you're stalled for 3 days, you'll gamble your balance.

I'm now waiting 3 weeks and they don't respond to my mails anymore.

Dear BrianS,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner.

Have you accumulated your winnings with or without an active bonus? Have you made any successful withdrawals before?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Hello Kristina,

I am aware that every casino is obliged to perform KYC on every player, but not over 3 weeks and not without reporting 5 days.

The profit was made with the Welcome Bonus, since there was a Max. Cap on the bonus, my balance was reduced from €1,000.51 to €300. I made a successful payout in the casino.

I'll forward you all email traffic between the casino so you can see for yourself.

Thanks

Hallo Krisitina,

mit ist bewusst das jedes Casino verpflichtet ist, bei jedem Spieler KYC durchzuführen, aber nicht über 3 Wochen und nicht ohne sich 5 Tage zu melden.

Der Gewinn wurde mit dem Welcome Bonus erzielt, da sich ein Max. Cap auf dem Bonus befunden hat, wurde meine Balance von 1.000,51 € auf 300€ runtergesetzt. Eine erfolgreiche Auszahlung habe ich noch in dem Casino getätigt.

Ich leite Ihnen den kompletten Email Verkehr zwischen dem Casino weiter, damit Sie sich selber ein Bild machen könnnen.

Danke

Thank you very much BrianS for your reply. I will now transfer your complaint to my colleague Tomas (tomas@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello BrianS,

I will assist you with the complaint from now on. I went over the documentation you provided to us and will try to help you. I would like to ask the representatives of SupaCasi Casino to the discussion in order to provide an explanation and to help resolve the verification issue.

Hi Tomas,

thanks for your help.

I've contacted the live chat on the Casino Site yesterday 3 times since no one is answering my mails and they only told me to contact the support via mail. So I'm stuck in a circle.

It's unbelievable and it never happened to me before that a casino just doesn't respond to any mails and don't let me withdraw my money. That's really criminal and I don't know why the whole campeonbet group isn't on your blacklist. All the casino reviews about them are really bad

We would like to ask SupaCasi Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Dear BrianS,

 I tried to contact the casino repeatedly but without success. I’m afraid, there is not much that can be done without cooperation from their side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

In the meantime, I recommend that you contact the Curacao Gaming authority certria@gaminglicences.com and submit a complaint to them. It's not the best gaming authority out there, but it might help you. Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if it is needed.

I wish I could be of more help.