Suprabets Casino - Гравця було позначено як підозрілу активність.

Hello,

I deposited 100EUR on site named https://www.suprabets.com/ (I wasnt able to put it into the "SEARCH FOR CASINOS" because I can't). I won fair and squere 450EUR ans requested the withdraw. Before that my KYC was accepted and there wasnt any problem with my documents. After the withdraw they took my 350EUR and sent me this to the email:

Dear player,

Your account has been flagged in our database by the Department of Risk and Fraud Prevention due to suspicious activity.

It violeated our terms and conditions, Section 11.5 of our general terms and conditions.

We invite all players to gamble in a recreational environment with fair conduct so that all customers can enjoy our services.

According to our terms We are entitled to void your winnings and retain your balance, but instead we will refund your deposit and close your account.

Please make a withdrawal of your balance that now is your deposit amount.

Thanks for understanding

Best regards,

SB Team

I never done anything wrong and with 100eur I deffintiley wasnt laundering the money. I just normally played here, won and they took my winnings. Iam not even intrested in withdrawing the 100EUR because this is just pure scam.

If you could somehow help me Iam willing to send you 150EUR of my winnings.

You are my last hope.

Thanks

Dear zivrsn02,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

sorry, but did you read the complaint I wrote here?

Thank you for your reply, zivrsn02. I apologize for the misunderstanding. The first message was automatically generated based on the answers you provided while submitting this complaint.

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 kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

I won without bonus, only bonus there was 28EUR from bet insurance but it was after the winnigs. There was no deposit bonus.

Any upadates?

Hellooooooooooooo?

Thank you very much zivrsn02 for your cooperation. I would like to emphasize that Casino.Guru Complaint Resolution Center is not 24/7 live chat. All involved parties have 14 days (7+7 days) to reply. Thank you very much for your consideration.

I will now transfer your complaint to my colleague Peter (peter.m@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.

Thank you. Ill wait

Hi zivrsn02,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Suprabets Casino to the conversation to participate in the resolution of this complaint.

Thank you Peter.

I guess they wont respond.

hello,

The issue and the winnings are related with sportsbook

Where the player went against our terms and conditions (11.5)

We reserve the right to void his winning and deposits, but still refunded him of his deposit

Thanks

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.

11.6 In exercising any of our rights under paragraph 11.4 in relation to a Prohibited Practice, we shall use all reasonable endeavours to ensure that, while complying with our regulatory and other legal obligations, we exercise such rights in a manner which is fair to You and to our other customers.

11.7 We reserve the right to inform relevant authorities, other online gaming or gambling operators, other online service providers and banks, credit card companies, electronic payment providers or other financial institutions of Your identity and of any suspected Prohibited Practice by You, and You shall cooperate fully with us to investigate any such activity.

There is not a single thing I did. You just trying to scam me. Tell me here what exactlly I did wrong. I know you wont say anything.

hello,

just to be clear the winnings are from sportsbook, correct?

thanks

Yes, maybe something from live dealers but mainly sportsbook

hello,

as the player confirms this is a sportsbook issue, not a casino issue. please reject this ticket

About the sportsbook winings, please contact info@suprabets.com so that they can take a closer look to the case

thanks

I can contact you there, but I would rather have it here under control of Casino Guru.

Tell them, to answer there.

Hello everybody,

Thank you for your replies.

Hi zivrsn02,

I'm trying to find out what the circumstances were and what exactly happened on Skype. I will get back to you ASAP.

Thank you Peter.

Hi zivrsn02,

I chatted with the casino rep and it seems your winnings were gained from sports betting. Since we primarily focus on casinos, we can't completely objectively judge if any rules were broken. We recommend you to get in touch with one of these services:

 https://www.bookmakers.bet/submit-a-complaint/

 https://www.top100bookmakers.com/contact-us/

 https://www.sportsbookreview.com/sportsbook-complaint/

Dear zivrsn02,

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.

Noone of them responded to me. You are my only hope

Dear zivrsn02,

I find it strange that you haven't received any response from the services above. It may take a bit more time. I’m afraid we won’t be able to help you. As 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. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any casino-related issues with this or any other casino in the future. I really wish I were of more help.

Best regards,

Peter