SupaBet Casino - Die Gewinne des Spielers wurden eingezogen.

I am making a complaint about a situation that occurred after wagering a bonus at the casino.

I completed the bonus wagering requirements and had around €1500 in my account. However, once the wagering was complete, the winnings were removed from my account. My balance was only around €400. This means that around €1100 was deducted from my account.

When I contacted the casino's customer service, I was told that there is a maximum withdrawal limit on winnings from the bonus. It is 10 times the bonus amount. However, this condition was not visible in the bonus terms and conditions when I accepted the bonus and started wagering.

Since no maximum withdrawal condition was stated, I find it unfair to withdraw €1100. I fulfilled the wagering requirements according to the rules, and the winnings were withdrawn immediately after wagering.

I will ask Casino Guru to check the situation and help with the casino. I also hope that the casino will refund the €1100 that was removed from my account.

Attached is a message from customer service where I was directed to the casino's terms and conditions and it doesn't say anything about the maximum bonus withdrawal.

Thank you for your time and help.

Teen valituksen tilanteesta, joka tapahtui bonuksen kierrätyksen jälkeen kasinolla.

Suoritin bonuksen kierrätysvaatimukset loppuun, ja tililläni oli noin 1500 €. Kun kierrätys oli valmis, voitot kuitenkin poistettiin tililtäni. Saldooni jäi vain noin 400 €. Tämä tarkoittaa, että noin 1100 € vähennettiin tililtäni.

Kun otin yhteyttä kasinon asiakaspalveluun, kerrottiin, että bonuksesta saaduilla voitoilla on maksimikotiutus. Se on 10 kertaa bonuksen määrä. Tätä ehtoa ei kuitenkaan ollut näkyvissä bonusehdoissa, kun hyväksyin bonuksen ja aloin kierrättää.

Koska maksimikotiutusehtoa ei ollut esitetty, pidän 1100 € poistamista epäreiluna. Suoritin kierrätysvaatimukset sääntöjen mukaan, ja voitot poistettiin heti kierrätyksen jälkeen.

Pyydän Casino Gurua tarkistamaan tilanteen ja auttamaan asiassa kasinon kanssa. Toivon myös, että kasino palauttaa tililtäni poistetut 1100 €.

Liitteenä on viesti asiakaspalvelusta missä minut ohjattiin kasinon ehtoihin ja siellä ei sanota bonuksen maksiminostosta mitään.

Kiitos ajastanne ja avustanne.

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Dear Nebron,

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.

Could you please send me a link or a screenshot of the bonus you activated and played with?

Did the balance you continued playing with appear as "withdrawable"/"real money", or were your winnings still displayed in the bonus balance?

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,

Attila