SupaBet Casino - Stanje na računu igrača je zaplenjeno bez objašnjenja.

I was Playing casino games on Supabet Casino on Friday 31st January around 22.00 PM Dublin time. I had some winnings and some loses. My last bet was of 200 euro on Roulette10-Ruby.

Just after 10 seconds I placed my bet, a message top up on my screen saying that I have to contact the costumer service and the bet is cancelled. When I closed the casino and go back to my account, my 200 euro where gone and I have 0 euro on my account, without a bet. On my game history I have the bets till exact time I had 200 euro, but no history showing when and how I lost the money.

I spoke with customer support on live chat 3 times, but they said that the problem has to go on another department.

How much longer I have to wait and how safe I am to play again with this casino if the money are going away without history? I had a screenshot with my last known casino history.

Thank you very much if you can help me out!

Regards, Daniel ****

Dear Dondanny,

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

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

• Could you please share a screenshot of your transaction history found in your player profile, if available?
• Do I understand correctly that while your balance was 200€, the bet you made was only 35€?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Dear Tomas,

Last bet I made was of 35 euro and I lost, my remaining balance was 200 euro. After that, no more game history bets and 200 euro gone.

I have no records of the chat transcripts, but I have lost 3 hours in 3 times chatting with them and I have still no response. This is why I was emailing your department.

Send you a picture with my last bets in gaming history. I just want to know, why the bet,(if I did bet) is missing from gaming history?

Thank you for your time!

Regards,

Daniel ****

Dear Dondanny,

Did the casino acknowledge an issue with your casino balance at the time you attempted to resolve the situation?

Have you requested your gaming history where your current balance is recorded with every bet from the casino?

Could you please share your attempts are resolving the issue with me? Send the supporting communication to me. I apologize for the inconvenience.

Share the information here in the form of screenshots, and send me your gaming history in .csv format if possible. My email is tomas@casino.guru

Dear Dondanny,

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.

Dear Tomas,

I contacted again casino customer service and they still looking for an answer of my problem(after 3 weeks).

They have all the conversations, but they can not give them to me. I do not take any screenshots. For 100 euro I do not want to waste my time anymore. just want to tell you about my problem. I do not trust this casino anymore and I will not play a single game with them in the future. I hope other people know my problem and avoid them, as well.

Thank you for your time.

Daniel

Thanks for your reply.

Unfortunately, without sufficient evidence, there is little we can accomplish regarding your issue, and the complaint will be closed as a result. Thanks for your understanding.

Even though we couldn't help you with this particular issue please do not hesitate to contact us if you run into issues with any online casinos in the future.