Hej, den 28. juli har jeg oprettet en konto i suprabets og indbetalt 600€ efter at jeg placerede et væddemål på 2 hold med de fleste af pengene, men det ene spil blev ikke spillet, og det andet vandt, så jeg tjente kun omkring 40 €
Derefter gik jeg for at spille lidt blackjack (single player blackjack) og satsede en god sum penge, men jeg endte med at tabe en hel del, og så kom jeg tilbage til hvor jeg startede fra og stoppede.
Derefter spillede jeg roulette i live casino og tjente 100-150€ (kan ikke lige huske det)
Jeg satsede så på et e-sportsspil (på heroic, hvis top 1 hold i counter strike i øjeblikket og spillede i en 1m præmiepuljeturnering) og endte med at vinde 1100-1200€, efter det prøvede jeg at foretage en tilbagetrækning, men det fortalte mig at jeg skulle bekræfte min konto først, før jeg kan gøre det, så jeg uploadede mine dokumenter (ID-bevis og adressebevis, jeg indsendte mit id-kort og kontoudtog, der inkluderer min adresse)
Derefter spillede jeg lidt mere live roulette for at vinde omkring 100 € mere for at komme til præcis 2k € saldo, og det lykkedes mig at gøre det, efter det gik jeg i seng, da jeg skulle vente på, at min bekræftelse var færdig, før jeg kan hæve .
Den næste dag blev min konto verificeret (alle dokumenter, jeg indsendte, blev vist som 'verificerede'), og jeg kunne foretage en udbetaling, jeg antog, at den ville modtage den med det samme (som der står at skrill-indskud/udbetalinger er øjeblikkelige), men det gjorde jeg ikke, support fortalte mig, at jeg skulle vente op til 24 timer, så det gjorde jeg.
Den næste dag (30.) blev min tilbagetrækning afvist, og meddelelsen sagde, at min konto var under gennemgang.
Jeg sendte en besked til support om det, og de sagde, at jeg måtte vente op til 24 timer igen for at få et svar, så det gjorde jeg, og jeg fik ikke noget svar i 24 timer, så i dag sendte jeg en besked til support om det med denne besked:
"Hej, jeg foretog en tilbagetrækning for 2 dage siden, som blev afvist i går, jeg fik at vide, at det var fordi min konto er under gennemgang, jeg sendte derefter en e-mail info@suprabets.com spørger om, hvorfor det er tilfældet, og at min konto blev bekræftet og svaret, jeg har lige fået et automatisk svar tilbage om, at jeg skal bekræfte min konto, og at det kan tage op til 24 timer, men jeg har bogstaveligt talt allerede bekræftet min konto 3 dage siden (og der står bekræftet for alle dokumenter, jeg har indsendt), giv mig venligst en opdatering."
Det svar, jeg fik fra dem, var, at jeg var nødt til at e-maile dem, og dybest set ignorere mit spørgsmål eller give mig et meningsfuldt svar, men til min overraskelse bogstaveligt talt mindre end 2 minutter efter den besked fik jeg et svar på min e-mail, som siger:
"Kære spiller,
Din konto er blevet markeret for at overtræde vores vilkår og betingelser punkt 11.5
I overensstemmelse med vores vilkår lukker vi din konto
Tak for din forståelse
Venlig hilsen,
SB hold"
Da jeg så denne besked, var jeg mere end chokeret, især efter at jeg ikke kunne logge ind på min konto længere. Hvordan kunne jeg have overtrådt nogen vilkår/betingelser, når jeg næsten ikke har spillet på siden? 11.5 i deres vilkår siger dette:
11.5 Med henblik på dette afsnit 11:
Jeg tjekkede så afsnit 11, og der står:
11. SAMMENSAMT, SNYD, SVIG OG KRIMINAL AKTIVITET
hvilket er mere end latterligt for mig.
Hvordan kunne jeg have snydt/begået svindel, når mit gameplay var helt normalt? jeg spillede singleplayer blackjack (og på en meget normal måde spillede jeg bare 15-30€ bets for det meste) og live roulette (igen var mit gameplay helt normalt, jeg satsede på ret mange numre, men mere på nogle af dem som jeg følte ville ramme)
Og i sportsvæddemål satsede jeg på 3 hold i alt, et spil blev annulleret, et (det var i en 2-vejs combo) vandt, hvor jeg kun vandt omkring 40 € og derefter på kort 2 og 3 på Heroic vs Themongolz (Vundet mest fra det, og det var den største kamp af dem alle, 1m præmiepuljeturnering, top 1 hold, der spiller mod top 20 hold) Det er bogstaveligt talt alt.
Og for at besvare eventuelle åbenlyse spørgsmål (for forhåbentlig at fremskynde dette):
1) Jeg har aldrig haft en konto på dette websted før (faktisk har jeg aldrig engang hørt om det før for en uge siden, fandt det annonceret på et websted, der viser odds for forskellige spil, sportsgrene, esports), og jeg så, at det har en god vurdering her i casino.guru, så jeg besluttede at registrere mig efter at have set, at det har øjeblikkelige ind-/udbetalinger for et par betalingsmetoder og en hel del spilbare spil i casino og også en masse markeder inden for sport.
2) Jeg tog aldrig nogen bonus, da jeg registrerede mig, og det gør jeg ikke på nogen hjemmeside, da rollover/vilkår og betingelser for disse bonusser normalt er ret uretfærdige (i hvert fald for mig)
3) Jeg samarbejdede fuldt ud med dem, sendte mine dokumenter for at bekræfte mig selv, da de spurgte (da jeg ved, at dette er en almindelig procedure) og ventede tålmodigt de 24 timer, hvor support fortalte mig, at det var så lang tid, det kan tage at få et svar.
Jeg håber virkelig, at dette kan løses så hurtigt som muligt, sidste gang jeg havde et problem med et andet casino og indgav en klage her, endte det med at blive løst, men det tog lidt tid (da casinoet svarede ret langsomt) Jeg håber virkelig dette bliver løst hurtigst muligt.
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.