SupremePlay Casino - As retiradas do jogador foram canceladas repetidamente.

Hey,

I won 500 EUR on their casino.

They asked me to be active, but it's not specified what is active on their conditions and terms.

Chat agent and guy say to me to deposit 25 EUR each week to stay active and wait 18j for the refund.

I deposit 25 EUR each 6 days.

they canceled the refund after 15 day, no explanation, 3rd time they are doing it.

They invent rules not on their terms and conditions. I respected everything they dont want to pay me

Dear Hysteriiaa,

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

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

• Could you please confirm you completed verification in the casino?
• Do I understand correctly, you achieved your win of 500€ with the help of a 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,

Tomas

I want to add that they closed my account this morning after cancelling my refund.

Please help me to have my 500 EUR. They took my 500 EUR win AND my deposits...

Thank you Tomas, yes I sent all the verification of the casino

Yeah it was a bonus, 200% (Reminder of the VIP RETURN offer waiting for you, valid for 72 hours with the code

BACK:

200% Bonus WITH NO Wagering Requirements!

Example: deposit €100, play with €300, cash out at any time,

only the bonus amount will be deducted!)

They already deduct the bonus amount.

Thank you Tomas, yes i sent all the verification of the casino

Yeah it was a bonus, 200% ( Rappel de l'offre RETOUR VIP qui vous attend, valable 72h avec le code

BACK:

200% Bonus SANS exigences de mise!

Exemple: déposez 100€, jouez avec 300€, encaissez à tout moment,

seul le montant du bonus vous sera déduit!)

They already deduct the bonus amount.

Thank you very much, Hysteriiaa, for providing the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.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.  

Hi Hysteriiaa,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask SupremePlay Casino to join this conversation and share more information regarding the case.

Could you kindly explain the reason for blocking the player's account and withholding their winnings?

Thank you.

Best regards,

Tomas

Casino.Guru

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Hysteriiaa,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Tomas

Casino.Guru