Zdravo, 28. jula napravio sam račun u suprabetama i deponovao 600€ nakon što sam stavio opkladu na 2 tima sa najvećim delom tog novca, međutim jedna utakmica nije odigrana a druga je pobedila tako da sam zaradio samo oko 40 €
Posle toga sam otišao da igram blekdžek (blek džek za jednog igrača) i uložio dobru svotu novca, ali sam na kraju izgubio prilično malo, a onda se vratio tamo odakle sam počeo i stao.
Posle toga sam igrao rulet u kazinu uživo i zaradio 100-150€ (ne mogu tačno da se setim)
Zatim sam se kladio na esport igru (na heroic, čiji je trenutno najbolji tim u kontra strikeu i koji je igrao na turniru sa fondom nagrada od 1m) i na kraju sam osvojio 1100-1200€, nakon toga sam pokušao da povučem, ali mi je to reklo da moram prvo da verifikujem svoj nalog pre nego što to mogu da uradim, pa sam otpremio svoja dokumenta (dokaz lične karte i dokaz o adresi, predao sam ličnu kartu i bankovni izvod koji uključuje moju adresu)
Nakon toga sam igrao još malo ruleta uživo da bih osvojio oko 100€ više da bih došao do tačno 2k € bilansa i uspeo sam to da uradim, nakon toga sam otišao na spavanje pošto sam morao da čekam da se moja verifikacija završi pre nego što mogu da povučem .
Sledećeg dana moj nalog je verifikovan (svi dokumenti koje sam podneo su bili 'verifikovani') i mogao sam da izvršim povlačenje, pretpostavio sam da će ga primiti odmah (kao što piše da su skrill depoziti/povlačenja trenutni), ali nisam, podrška rekao mi je da moram da čekam do 24 sata pa sam to uradio.
Sledećeg dana (30.) moje povlačenje je odbijeno i u poruci je pisalo da je moj nalog u pregledu.
Poslao sam poruku podršci o tome i rekli su da moram ponovo da čekam do 24 sata da dobijem odgovor, pa sam to uradio i nisam dobio nikakav odgovor 24 sata pa sam danas poslao poruku podršci o tome sa ovom porukom:
„Zdravo, izvršio sam povlačenje pre 2 dana koje je odbijeno juče, rečeno mi je da je to zato što je moj nalog u pregledu, a zatim sam poslao e-poštu info@suprabets.com pitajući zašto je to slučaj i da je moj nalog verifikovan i odgovor sam upravo dobio automatski odgovor koji kaže da moram da verifikujem svoj nalog i da to može da potraje do 24 sata, ali sam bukvalno već verifikovao svoj nalog 3 pre nekoliko dana (i piše verifikovano za sve dokumente koje sam podneo), molim vas da mi date ažuriranje."
Odgovor koji sam dobio od njih je da moram da im pošaljem e-poštu, u suštini ignorišući moje pitanje ili dajući mi bilo kakav smislen odgovor, ali na moje iznenađenje bukvalno manje od 2 minuta nakon te poruke, dobio sam odgovor na svoju e-poštu, koji kaže:
„Dragi igrače,
Vaš nalog je označen zbog kršenja naših uslova i odredbi, tačka 11.5
U skladu sa našim uslovima zatvorićemo vaš nalog
Hvala na razumevanju
Iskreno Vaš,
SB tim"
Kada sam video ovu poruku, bio sam više nego šokiran, posebno nakon što više nisam mogao da se prijavim na svoj nalog. Kako sam mogao da prekršim bilo koje odredbe/uslove kada sam jedva igrao na sajtu? 11.5 u njihovim uslovima kaže ovo:
11.5 Za potrebe ovog stava 11:
Zatim sam proverio paragraf 11 i on kaže:
11. DOGOVOR, PREVARA, PREVARA I KRIMINALNA DELATNOST
što mi je više nego smešno.
Kako sam mogao da prevarim/izvršim bilo kakvu prevaru kada je moja igra bila sasvim normalna? igrao sam blekdžek za jednog igrača (i to na vrlo normalan način, uglavnom sam se kladio na 15-30€) i rulet uživo (opet je moja igra bila sasvim normalna, kladio sam se na dosta brojeva, ali više na neke od njih za koje sam osećao da će pogoditi)
A u sportskom klađenju, kladio sam se na 3 tima ukupno, jedna utakmica je otkazana, jedna (koja je bila u kombinaciji na 2 načina) je pobedila, gde sam osvojio samo oko 40€, a zatim na mapi 2 i 3 na Heroic vs Themongolz (pobedio najviše od toga i to je bila najveća utakmica od svih njih, turnir sa 1m nagradnim fondom, najbolji 1 tim koji igra protiv najboljih 20 tima) To je bukvalno sve.
I da odgovorim na sva očigledna pitanja (nadajmo se da ovo ubrzamo):
1) Nikada ranije nisam imao nalog na ovom sajtu (u stvari, nisam ni čuo za njega do pre nedelju dana, našao sam ga oglašenog na sajtu koji pokazuje kvote za različite igre, sportove, esportove) i video sam da ima dobar rejting ovde u casino.guru pa sam odlučio da se registrujem nakon što sam video da ima trenutne depozite/povlačenja za nekoliko načina plaćanja i dosta igara koje se mogu igrati u kazinu i takođe mnogo tržišta u sportu.
2) Nikada nisam uzeo nikakav bonus kada sam se registrovao i ne uzimam ni na jednom sajtu pošto su preokret / uslovi i odredbe za ove bonuse obično prilično nepravedni (bar za mene)
3) U potpunosti sam sarađivao sa njima, poslao svoja dokumenta da se verifikujem kada su pitali (kao što znam da je ovo uobičajena procedura) strpljivo čekao 24 sata kada mi je podrška rekla da je toliko vremena potrebno da dobijem odgovor.
Zaista se nadam da se ovo može rešiti što je brže moguće, poslednji put kada sam imao problem sa drugim kazinom i podneo žalbu ovde, na kraju je rešeno, međutim, trebalo je neko vreme (kako je kazino odgovorio prilično sporo) Stvarno se nadam ovo se rešava što pre.
Hi, on 28th of july i've made an account in suprabets and deposited 600€ after i placed a bet on 2 teams with most of that money, however one game wasn't played and the 2nd one won so i only profited about 40€
After that i went to play some blackjack (single player blackjack) and wagered a good amount of money however i ended up losing quite a bit, then got back to where i started from and stopped.
After that i played roulette in live casino and profited 100-150€ (can't exactly remember)
I then bet on an esports game (On heroic, whos the top 1 team in counter strike currently and was playing in a 1m prizepool tournament) and ended up winning 1100-1200€, after that i tried to make a withdrawal but it told me that i needed to verify my account first before i can do that, so i uploaded my documents (ID proof and address proof, i submitted my id card and bank statement that includes my address)
After that i played a bit more live roulette to win about 100€ more to get to exactly 2k € balance and i managed to do that, after that i went to sleep since i had to wait for my verification to be finished before i can withdraw.
The next day my account was verified (All documents i submitted showed as 'verified') and i could make a withdrawal, i assumed it would receive it instantly (as it says skrill deposits/withdrawals are instant) but i didn't, support told me i had to wait up to 24 hours so i did.
The next day (30th) my withdrawal was declined and the message said that my account was under review.
I messaged support about it and they said that i had to wait up to 24 hours again to get a response so i did and i did not get any response for 24 hours so today i messaged support about it with this message:
"Hello, i made a withdrawal 2 days ago which was rejected yesterday, i was told that it was because my account is under review, I then emailed info@suprabets.com asking about why that is the case and that my account was verified and the reply i just got an automatic reply back saying that i need to verify my account and that it can take up to 24 hours but i've literally already verified my account 3 days ago (and it says verified for all documents i submitted) please give me an update."
The reply i got from them was that i needed to email them, basically ignoring my question or giving me any meaningful answer but to my surprise literally less than 2 minutes after that message i got a reply to my email, which says:
"Dear player,
Your account has been flagged for violating our terms and conditions point 11.5
In accordance with our terms we will close your account
Thank you for understanding
Yours sincerely,
SB team"
When i saw this message i was beyond shocked, especially after i could not login to my account anymore. How could i have possible violated any terms/conditions when i've barely played on the site? 11.5 in their terms of conditions says this:
11.5 For the purposes of this paragraph 11:
I then checked paragraph 11 and it says:
11. COLLUSION, CHEATING, FRAUD AND CRIMINAL ACTIVITY
which is beyond ridiculous to me.
How could i have possible cheated/comitted any fraud when my gameplay was perfectly normal? i played single player blackjack (and in a very normal way, just did 15-30€ bets for the most part) and live roulette (again my gameplay was perfectly normal, i bet on quite a lot of numbers but more on some of them that i felt were gonna hit)
And in sports betting, I bet on 3 teams in total, one game was canceled, one (that was in a 2 way combo) won, where i only won about 40€ and then on map 2 and 3 on Heroic vs Themongolz (Won the most from that and it was the biggest game of them all, 1m prizepool tournament, top 1 team playing vs top 20 team) That is literally all.
And to answer any obvious questions (to hopefully speed this up):
1) I have never had an account on this site before (in fact i never even heard about it until a week ago, found it advertised on a site that shows odds for different games, sports, esports) and i saw that it has a good rating here in casino.guru so i decided to register after seeing that it has instant deposits/withdrawals for a couple payment methods and quite a lot of playable games in casino and also a lot of markets in sports.
2) I never took any bonus when i registered and i don't in any site since the rollover / terms & conditions for these bonuses are usually quite unfair (at least for me)
3) I was fully cooperating with them, sent my documents to verify myself when they asked (as i know this is a common procedure) patiently waited the 24 hours when support told me that's how long it can take to get an answer.
I really hope this can get solved as fast as possible, the last time i had a problem with another casino and made a complaint here, it ended up getting solved, however it took a while (as the casino replied quite slowly) I really hope this gets solved asap.
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