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Subject: Complaint about unfair blocking and request for balance release

Dear Sirs,

I would like to express my deep dissatisfaction with the unfair blocking of my account on your platform. I am a regular operator and have never violated any rules or terms of use. However, I was surprised by the complete blocking of my account, without any explanation or prior warning.

The most serious thing is that I have a balance of approximately R$300 withheld, which is the result of bets placed legitimately and honestly. If it were a temporary limitation, I would understand - but a total block, without justification and without access to proper support, is an unacceptable and disrespectful attitude towards those who trust the platform.

Another point that causes me dissatisfaction is the excessively long payment period. While other bookmakers make withdrawals instantly, this platform takes 3 to 5 working days, which I consider incompatible with current industry standards.

I therefore demand

1. the immediate release of my balance, which is my right.

2. More transparency and agility in withdrawal times, as is the case with competitors in the sector.

If this situation is not resolved urgently, I reserve the right to take appropriate legal action

Assunto: Reclamação por Bloqueio Injusto e Solicitação de Liberação de Saldo

Prezados,

Venho por meio desta manifestar minha profunda insatisfação com o bloqueio injusto da minha conta na plataforma de vocês. Sou uma operadora regular e jamais infringi qualquer regra ou termo de uso apresentado. No entanto, fui surpreendida com o bloqueio completo da minha conta, sem qualquer explicação ou aviso prévio.

O mais grave é que tenho um saldo de aproximadamente R$300 retido, valor este que é fruto de apostas feitas de forma legítima e honesta. Se fosse uma limitação temporária, eu compreenderia — mas um bloqueio total, sem justificativa e sem acesso ao suporte adequado, é uma atitude inaceitável e desrespeitosa com quem confia na plataforma.

Outro ponto que me causa insatisfação é o prazo de pagamento excessivamente longo. Enquanto outras casas de aposta realizam os saques instantaneamente, nesta plataforma o prazo é de 3 a 5 dias úteis, o que considero incompatível com os padrões atuais do setor.

Diante disso, exijo:

1. A liberação imediata do meu saldo, que é direito meu.

2. Mais transparência e agilidade nos prazos de saque, como ocorre em concorrentes do setor.

Caso essa situação não seja resolvida com urgência, me reservo o direito de tomar as medidas legais cabíveis

Dear Erico395,

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 which games you focused on - slots, live casino, sports betting, etc.?  
• Did you pass the verification before you lost access to the account?  
• Did you accumulate your winnings with or without an active bonus?  

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,  

Katarina

Good morning

my games were in sports betting in soccer and e-basketball

no account verification was requested

I did not use any bonuses, I have no active bonuses in my account.

Bom dia prezados

meus jogos foi em apostas esportivas em futebol e e-basquete

não foi pedida a verificação da conta

não utilizei nenhum bônus ,não tenho bônus ativo em minha conta

Good morning friends

mine were sports bets on soccer

the verification was not done because it was not requested from Cassino.

I have not accumulated any bonuses, my account has no active bonuses.

Bom dia amigos

as minhas foram em apostas esportivas em futebol

nao feita a verificação pois nao foi solicitado do Cássino a verificação

não acumulei nenhum bônus ,minha conta não tem bônus ativo não

Good morning my friends just dropping by to thank you for your excellent work the withdrawal was processed after I spoke to you thank you very much for your help🙏🙏

Bom dia meus amigos passando para agradecer o excelente trabalho de vocês o saque foi processado depois que falei com vocês muito obrigado pela ajuda🙏🙏

Good afternoon my account is still blocked

Boa tarde minha conta ainda continua bloqueada

Dear Erico395,

thank you for your reply.

I am glad you have received your withdrawal.

Are there any funds left in your player's account?

Looking forward to your reply.

Katarina

Good afternoon

yes still have funds in the account almost 200,00 reais still blocked there and wanted to receive

Boa tarde

sim ainda tem fundos na conta quase 200,00 reais ainda lá bloqueados e queria receber

Dear Erico395,

thank you for your reply.

Could you please forward all communications you have had with this casino to [email protected]. This includes emails, live chat transcripts, and any accompanying screenshots.

Looking forward to your reply.

Katarina

good morning

I didn't get any

email, nor did I take a print, because the account was working normally and out of nowhere the block came, I can still take a print to see and send it

bom dia

não tive nenhum

email,nem tirei print,porque a conta estava funcionando normal e do nada veio o bloqueio,posso tirar print ainda pra ver e mandar

Dear Erico395,

thank you for your reply.

Do I understand correctly that you have not contacted casino regarding the blockage of your account whatsoever, please?

Have you not emailed them requesting your last withdrawal, please?

Looking forward to your reply,

Katarina

Good morning

Yes, I did not send an e-mail requesting the withdrawal.

Bom

dia ,sim eu não enviei nenhum e-mail solicitando o saque não

Dear Erico395,

thank you for your reply.

As the casino has not received a prior withdrawal request, it is important to ensure they are aware of your intention to withdraw funds. Please contact the casino directly at [email protected] to request a withdrawal and inquire about the reason for the blockage of your account.

Please note that we are an independent third-party mediator and are unable to request withdrawals on your behalf.

Kindly keep us updated about any new development.

Katarina

Dear Erico395,

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.

Well, I've already asked for verification

Bom já solicitei a verificação

Dear Erico395,

thank you for your message.

Has your account been verified?

Have you had a chance to request a withdrawal, please?

Looking forward to your reply,

Katarina

Good morning

day was not verified no, yes I withdrew from the account already

Bom dia

dia não foi verificada não ,sim saquei da conta já

Hello,

thank you for your message.

Have you withdrawn your entire balance, please?

When was the last time you received your withdrawal, please?

Looking forward to your reply,

Katarina

Dear Erico395,

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.

Good evening, I haven't withdrawn my entire balance, I don't remember the date of my last withdrawal, and I can't see the date on my gaming account because my account is blocked, but I've already received several payments from the casino if they really want to pay the remaining balance they know how to pay, because I've already received payment from them.

Boa noite não saquei todo o meu saldo não ,sobre a data do meu último saque eu não lembro ,e não tenho como ver na conta de jogo a data pois estar bloqueada a minha conta ,mais já recebi vários pagamentos do cassino se eles quiserem realmente pagar o saldo restante eles sabem como pagar ,pois já recebi pagamento deles

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Mirka ([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.

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite SupaBet Casino representative to join this conversation.

Dear SupaBet Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear Erico395,

Thank you for your patience.

We would kindly request to provide us a screenshot with the issue that occurs when you are trying to log in your account, as there is no issue from our side.

Thank you for the corporation.

Kind Regards,

SupaBet Casino team.

Dear player,

Could you please provide us with the mentioned screenshot?

Dear Erico395,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Mirka
Casino.Guru