SupaBet Casino - A conta do jogador foi encerrada com depósitos não resolvidos.

I had asked for an account closure on April 23rd, due to having my activity becoming a problem

the casino did not close my account until may 3rd, during that time I had made 3 deposits of 100$ each and they were declined by the casino but the funds had left my bank account, every time I contact pay direct about this they tell me the funds were deposited sucessfully

now my account is closed and I can’t access these funds if they were deposited.

Dear Shaq33,

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.

• Do I understand correctly that you deposited in the casino but haven't spent the funds?
• Could you please share with me your communication with the casino regarding the uncredited deposits? 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 resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hey Tomas, I did forward you my screenshots in an email

Thanks for your reply.

Has the casino refunded the 3 deposits since your last post?

Have you contacted your bank and asked for assistance with the declined transactions?

Please let me know.

No ,

only one of the transactions was refunded but by my bank not the casino,

and I still have no answer from the casino at all

Thanks for your reply.

• Do I understand correctly that you requested a chargeback of the deposited funds?
• Has the casino responded to you, or have all of the funds been returned since your last reply?

I asked them about the funds that were declined, and still have had no answer from the casino, I did have one deposit of 100$ that I was able to cancel on my bank side,

but the other 200 was taken out of my account shown as declined by the casino and I have had no contact about it or anything refunded,

and as you know my account is closed so I don’t have access to see if the funds are in that account or not

Thank you very much, Shaq33, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru), 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.

Hello, Shaq33!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

In case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

Dear all,

We are sorry for the inconvenience.

Kindly note we have contacted the player via email and requested screenshots or bank statements showing the transactions in question. This information is necessary for us to verify and investigate any potentially missed deposits.

Once we receive the requested documentation, we will proceed with a full review and respond accordingly.

Best regards,

Supabet team.

Shaq33, please, let us know when you will provide screenshots to the casino and what they will respond!

It’s been 3 days since the casino said they have emailed me. Requesting screenshots,

I have recieved no email. I sent them screenshots once already and no response

Have you also checked spam folder?

Yes, I have,

this is the issue with this site they do not respond to emails and customer support is incredibly unreliable

Supabet team, please, let us know from which e-mail address you have sent request for the documents to the player, and do it once more, while including my e-mail in the recipients list so I can see when it was sent: pavel.k@casino.guru. Thank you!

Dear all,

Kindly note we sent e-mail letter with documents request and include you both.

Please be informed we used complaints@supabet.com in order to request documents.

Best regards,

Supabet Team

Hi Supabet Team,

I have given it couple of days, but it seems like there is some technical problem indeed. I have not received any e-mail from the mentioned address. Is it possible for you to request required documents here, in the thread? I would mark your post as sensitive, so it is not shown to anyone except us, the player and you. And then, the player would send the required documents to complaints@supabet.com, including me in the recipients, so we know that they have been sent.

It’s because they did not add you to the recipient list on the email

😒

these guys also have not responded since I sent the email

Shaq33, do you mean that you have received the e-mail with the request from the casino?

Yes I did a few days ago I have responded and no respond back from the casino yet

These are good news!

Now we must wait while they check your screenshots and documents and verify your account, if everything is in order.

Dear all,

Thank you for your patience!

Please be informed that we are investigating the matter and will provide a reply as soon as possible.

Best regards,

Supabet team

Supabet team, has there been any news?

I have recieved no email from them or anything since I responded

Dear all,

We are deeply sorry for the delay and any inconvenience this may cause.

Please be assured that we are working with high priority on your request and will provide you with further information as soon as possible.

Thank you for your patience and understanding.

Best regards,

Supabet team

Dear all,

We are sorry for the inconvenience.

Kindly note there` is your deposit on your balance. We requested details via e-mail in order to proceed the payout.

Shaq33 , please check and provide us with details we requested.

We appreciate your understanding.

King regards,

Supabet Team

I have provided tbe proof already in form

of e-transfer information.

and your asking for it again?

Supabet Team, what are you asking for exactly and has not the player already provided all the details?

They are asking for bank statements and something about crypto ?

I sent the e transfer confirmation and refrence # for the money in question it shows and stats that the transfer was deposited ? So I’m confused why I need to send bank statements bow?

Dear all,

We are sorry for any inconvenience caused.

Kindly note we requested your bank details or your crypto details in order to proceed the payout. please answer back as soon as possible.

We appreciate your understanding.

King regards,

Supabet team

Just wanting to know if it is normal practice to ask for all my banking info? I deposited through e-transfer, ehy can’t the refund be sent via e transfer?

Well, usually to send money to the bank account, casinos need details of that bank account. Often, such transfers are international, therefore, more information is required. Casino has also suggested an option to withdraw via crypto, and you must not send your bank details to do it that way.

Dear Shaq33,

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.

I am working on getting the info for them

Dear Shaq33, have you verified your account?

Dear Shaq33,

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,
Pavel
Casino.Guru