SupaCasi Casino - I prelievi del giocatore vengono rifiutati.

On the 26/05/2022 at 12:33 I made an attempt to withdraw €500, on the 27/05/2022 at 10:28 this amount was credited back to my casino account, I contacted the casino support via chat, to which they replied that there was a technical failure on their side and that the withdrawal was rejected, to make the withdrawal again which was already going to be processed successfully. On the 27/05/2022 at 13:17 I withdraw €500 again and to my surprise on the 30/05/2022 at 9:13 the money was placed in the casino account again and the withdrawal was rejected, I said again with the support to which I receive the answer that the survey cannot have special characters in the name, I did the survey again without the special characters in the name on 05/31/2022 at 9:42, today 05/31/2022 at 10:31 I see the amount credited to my casino account again and I have an email saying that the withdrawal was rejected but this time because I had to send a photo of my ID next to my face to validate that it's me, when I had already submitted all the documents, they were validated and only after that I was given the option to withdraw.

I sent the email with the photo next to my face as well as the photo of the ID. And I did the withdrawal again, but tomorrow it's going to be rejected for something else, I've already seen that they don't want to give me my money.

No dia 26/05/2022 às 12:33 fiz uma tentativa de levantamento de €500, no dia 27/05/2022 às 10:28 esse valor foi creditado novamente na minha conta do casino, entrei em contato com o suporte do casino via chat, ao qual eles responderam que houve uma falha técnica do lado deles e que o levantamento foi rejeitado, para fazer o levantamento novamente que já ia ser processado com sucesso. No dia 27/05/2022 às 13:17 faço um levantamento de €500 novamente e para minha surpresa no dia 30/05/2022 às 9:13 o dinheiro foi colocado na conta do casino novamente e o levantamento foi rejeitado, eu falei novamente com o suporte ao qual recebo a resposta que o levantamento não pode ter caracteres especiais no nome, fiz novamente o levantamento sem os caracteres especiais no nome no dia 31/05/2022 às 9:42, hoje dia 31/05/2022 às 10:31 vejo o valor creditado na minha conta do casino novamente e tenho um email a dizer que o levantamento foi rejeitado mas desta vez porque tinha de enviar uma foto do meu documento de identificação ao lado da minha cara para validarem que sou eu, quando eu já tinha submetido todos os documentos, foram validados e só depois disso me liberaram a opção de levantamento.

Enviei o email com a foto ao lado do meu rosto, bem como a foto do documento de identificação. E fiz novamente o levantamento, mas amanhã vai ser rejeitado por outra coisa qualquer, já vi que não me querem dar o meu dinheiro.

Dear Marcelo,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you made any successful withdrawals before? Have you received any confirmation regarding successful verification?

Have you accumulated your winnings with or without an active 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,

Kristina

Good Morning.

I have never had a successful withdrawal.

The confirmation I had was that before the documents were validated, the survey option was disabled, after submitting the documents and waiting a few days, the survey was available. I was asked yesterday to send the photo of the identification document next to my face, I received a confirmation of receipt of the photo at night, however I had made the withdrawal again, and today the amount returned to the casino account again .

I never used any bonuses.

Thanks

Bom dia.

Nunca fiz um levantamento bem sucedido.

A confirmação que tive foi que antes de serem validados os documentos, a opção de levantamento estava desabilitada, depois de submeter os documentos e esperar uns dias, ficou disponível o levantamento. Pediram-me no dia de ontem para enviar a foto do documento de identificação ao lado da minha cara, recebi à noite uma confirmação de recebimento da foto, no entanto tinha feito novamente o levantamento, e hoje o valor retornou para a conta do casino novamente.

Nunca usei bónus nenhum.

Obrigado

Thank you for your reply, Marcelo. Have you tried using a different withdrawal method?

Additionally, if there is any communication other than the one in the attachments, send it to my e-mail address (kristina.s@casino.guru). Thank you in advance.

Good morning, now they asked for an official proof from the communications operator, they said that if they had a prepaid tariff, all that was needed was a screenshot of the operator's application where it showed the name and number, I sent this, plus a document issued by the operator on the online page and they said after it was not valid, it had to be an official document issued by the operator.

I went to my operator's desk yesterday to ask for a statement and I've already sent it to them, I'm waiting for their response to see what's missing now.

But they clearly don't want to pay, they've already taken everything, now they're going to invent something else. However, I will send the exchange of emails by email.

Thanks

Bom dia, agora pediram um comprovativo oficial da operadora de comunicações, diziam que se tivesse um tarifário pre-pago bastava um screenshot da aplicação do operador onde mostrava o nome e número, enviei isso, mais um documento emitido pela operadora na página online e disseram depois que não era válido, tinha de ser um documento oficial emitido pela operadora.

Fui ontem ao balcão da minha operadora pedir uma declaração e já lhes enviei, estou à espera da resposta deles para ver o que falta agora.

Mas claramente não querem pagar, já pegaram em tudo, agora vão inventar mais alguma coisa. No entanto vou enviar a troca de emails por e-mail.

Obrigado

Sorry, I didn't answer the question, I don't have an alternative method to withdraw, because to withdraw with another method I have to deposit first with that method and I won't.

Peço desculpa, não respondi à pergunta, não Tenho método alternativo para levantar, porque para levantar com outro método tenho que depositar primeiro com esse método e não o vou fazer.

Good morning again,

I received an email saying that the documents had all been received in compliance, I asked if I could then make my withdrawals.

I already had a withdrawal pending since yesterday in the hope that after delivering all the documents they asked for it would be accepted.

But no, now I got an email saying that the withdrawal was rejected and that the withdrawal functionality was going to be blocked for security reasons and that they would look into the issue.

Bom dia novamente,

recebi email a dizer que os documentos tinham sido todos recebidos em conformidade, perguntei se podia então fazer os meus levantamentos.

Já tinha um levantamento pendente desde ontem na esperança que depois de entregar todos os documentos que pediram fosse aceite.

Mas não, agora recebi um email a dizer que o levantamento foi rejeitado e que a funcionalidade de levantamento iria ser bloqueada por motivos de segurança e que iriam analisar o problema.

Thank you very much Marcelo for your cooperation. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Marcelo,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Supacasi Casino to join the conversation and participate in the resolution of this complaint.

Dear Supacasi Casino,

Can you please provide an update on the status of the player's verification/withdrawal?

Kind regards,

Adam

Hello Marcelo,

We have so far received no response from the casino, I will attempt to contact them once more. In the meantime, please let me know if there are any developments.

We would like to ask SuperCasi 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Dear Marcelo,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be done without cooperation from its side.

I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in 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.

In the meantime, I recommend you to contact the Curacao Antillephone Gaming Authority (certria@gaminglicences.com) and submit a complaint to them. It's not the best licensing authority but it has more options and tools to help players. Let me know how they replied (adam.m@casino.guru).

I wish I could have been of more help.

Best regards

Adam

This complaint has been reopened at the request of the casino.

Dear Marcelo,

The casino has contacted us and provided evidence that your winnings were forfeited and your deposits returned due to the use of a VPN.

Could I ask you to comment on this, and confirm if your deposits have been refunded to you?

Kind regards,

Adam

Dear Marcelo,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

Good afternoon. The casino returned all my money. But I don't know why. The truth is that I managed to withdraw all my money to my account.

But I do not advise anyone to play in this casino, this is very bad.

Boa tarde. O casino devolveu todo o meu dinheiro. Mas nao sei porque. Verdade é que já consegui retirar todo o meu dinheiro para a minha conta.

Mas nao aconselho ninguém a jogar neste casino, isto é muito mau.

Hello Marcelo,

Thanks for the update. As you have received your payments, can I please ask you to clarify if you now consider the matter resolved?

Kind regards,

Adam

Good Morning. Yes I do. Thank you

Bom dia. Sim considero. Obriagda

Thank you Marcelo.

I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Kind regards

Adam