Complaint #11 SupaCasi Casino

My account got locked over a physically nonexistent document that is not stated in their terms and conditions

By Mate G.

4 years ago

Dear All!

I would like to withdraw the 1397.45 euros that I have legitimately won on this site.

Previously, I had my withdrawals processed, and I have provided the following verification documents:

- Photo of ID (front & back)

- Bank Statement

- Photo of my Skrill account

- Selfie with my ID

After a couple of withdrawals, a document, which physically does not exist, was requested by me.

- Phone bill of my registered phone number, that clearly shows my name

This document can not be provided, as the number I am using is currently in my mother's name, and it is registered under our family business in a business package from the operator Yettel (Telenor).

Because I could not provide this document (as it is physically impossible), the withdrawal option got locked without an exact timeframe, because of the investigation of my account.

More than 30 days have passed since the lock happened.

Their KYC T&C does not state they require a phone number for verification.

The following text is literally quoted from their terms and conditions, as of the 25th of May, 2022.

Curacao license does not specify an exact process for account verification, leaving it up to the operators to create one to ensure that the customer’s player’s identities can be verified. The process we have in place to verify a player’s account involves three elements of verification; ID verification, proof of address & proof of payment. In case the player hasn’t sent the withdrawal request they have to provide documents in 48h after requesting the payout, and the merchant will review them in 3 business days. The current requirements are as following:

Copy of a valid photo ID such as a passport, driver’s license or government ID card. This must include scans of the front and back of the cards. In the absence of photo-ID, we can accept a copy of a birth certificate. The certificate must have all four corners visible. We will also need a photo of the player holding up their birth certificate, with their face and the front of the certificate clearly visible.

Proof of Address A utility bill or bank statement clearly displaying the player’s name and current residential address which has been issued within the last three months. The verification of a customer’s proof of payment will depend on the deposit method they choose to deposit with. The requirements will differ for each method and may need to be updated periodically due to changes the payment methods may make to their user interfaces and/or the Casinos accepted payment methods."

The terms and conditions can be viewed here:

https://supacasi.com/templates/kyc_policies

I also archived the t&c page so they can not go back and change it because of this complaint:

https://web.archive.org/web/20220525131225/https://supacasi.com/templates/kyc_policies

As you can read, they do not even state that they will require a phone bill that is in my name, so they unlawfully blocked the withdrawal from my account for this reason.

I would like my account to be unlocked as soon as possible, and all of my funds to be sent to my Skrill address.

Proofs attached!

Thank you.

Disputed Casino SupaCasi Casino

Reason Verification issues

Amount €1397.45

Discussion

AskGamblers

• Support Team

3 years ago

Dear all,

This complaint has been reopened as per the submitter's request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved in the dispute reach a satisfactory resolution.

AskGamblers

• Support Team

4 years ago

Dear all,

AskGamblers

• Support Team

4 years ago

Dear SupaCasi Casino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and evidence that could support your accusations towards the player. Please send required information to support@askgamblers.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be in aware that in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved.

Thanks in advance for your cooperation.

SupaCasi Casino

• Representative

4 years ago

Dear AG Team,

Please inform us if you require any further information.

Kinds regards,

SupaCasi Support Team

SupaCasi Casino Complaint Stats

Resolved 17 / 24

Avg. Amount $1,873

Avg. Complaint Duration 8 days

Avg. Response Time 2 days

SupaCasi Casino Complaints

See all complaints for this casino

881 EUR confiscated from account based on invalid reason

2.1. 2026, 2:24:24 PM I deposited 200 EUR after some time, adding that I deposited together with the "Weekend Sports Reload Bonus", which added an additional 100 EUR to me with the condition that this bonus 100 EUR must be wagered 15 times according to the bonus rules.

I used this bonus 100 EUR only for bets ID: 4440801814 (40 EUR) and ID 4440811201 (60 EUR). The first bet was a winner, the second a loser. From the first bet with odds of 2.00, 80 EUR was transferred to the bonus account. Subsequently, I decided to cancel the aforementioned Bonus at my own request through Support, and Support did so exactly on 2.1. 2026, 5:08:36 PM.

At that moment, I only had my own deposited funds, with which I started betting again on 4.1. 2026, 07:12 AM. Gradually, I managed to win a larger amount, which I decided to gradually withdraw from my account. The maximum amount for withdrawal is 500 EUR.

The casino had already canceled my first withdrawal before, on 3.1. 2026 03:10 PM, when I was asked to provide a screenshot of the payment card used for the deposit. I fully understood this and did so. This verification was accepted. I wanted to make another withdrawal attempt via BTC, which was also canceled for me, which I also fully understood after the casino explained that I should use Bank Transfer for withdrawal. So I made another withdrawal request via Bank Transfer.

The events disputed by me happened on 8.1. 2026 11:32 AM, when I received an email that the withdrawal was canceled and at the same time the casino removed funds in the amount of 881.56 EUR from my account because I violated the following conditions:

Weekend Sports Reload

"The maximum bet amount a player can place when having an Active Sports Bonus is equal to the deposit amount. Should a player deposit more than the required amount to trigger the maximum bonus, the maximum bet amount a player can place equals the amount that triggers the maximum bonus. For example, for a Sports Bonus of 100% up to €100, if the player: a) deposits €50, the maximum bet amount is also €50, and b) deposits €150, the maximum bet amount is €100."

At that moment, I had a total of €1081.56 in my account. In the previous email, the casino also mentioned that my original deposit of 200 EUR was left in the account. I subsequently lost these 200 EUR in another bet.

The fundamental problem is what is mentioned in the terms and conditions that the casino told me I had violated and for that reason 881.56 EUR was taken from me. I won this balance in a situation where the bonus was no longer active. I tried to ask the casino several times for a specific explanation, but I was always told that no further information would be given to me and that the decision was final.

In my opinion, confiscating this honestly won money is contrary to the rules that the casino itself argues with.

I have attached all the evidence to the complaint.

Thank you in advance, Askgamblers.

Unresolved

€882

Dragging out my 500 EUR withdrawal

The casino have tell me not to contact them more because it’s another department.

It’s 500 euro. Kyc Done and no bonus.

Whidrawal at 11-16-23, then nothing!

”As the review of your account by the relevant department is still in progress we do not have any further information to share at the moment. Kindly note that the reason behind the review is not disclosed to other departments before its completion.”

Resolved

€500

Casino is delaying payment of winning

A month ago I registered at this casino and placed bets on sports. After two weeks of playing, I received a bet limit of 1 euro! At the end of the game, I'm in the red!

Did not participate in bonus programs!

I went through the identity verification process and on 10/13/2023 I ordered all the money €214.87 to be paid out of my account.

According to casino rules, payments are made within 72 hours, I’ve already been waiting for 5 days! I contacted technical support - they wrote that they won’t bother when they can pay!

Obviously, the casino is deliberately delaying the payment of money!

I'm attaching screenshots!

Resolved

€215

KYC and withdrawal problems

Hello dear forum, i am new member here, but visiting askgamblers all the time to look out for new casinos, so long time lurker.

Now back to my problem with SupaCasi casino.

It all started late this wednesday (23rd august), when i got early from work and decided to have some fun.

I signed up there, put 80e in, lost it. Made another deposit of 80e and played gates of olympus with both deposits.

My bet was 0.2e with an extra feature bet was my total bet 0.25. I played total of 3 000 spins and after that my balance was somewhere like 110e.

At this point, i bought bonus with 1e bet, the cost of this bonus was 100e. To my surprise i finally got my 1st max win on pragmatic games and with that being said, my balance went up to hardly believe 5 000 euros.

As i play online poker, casino games and sports, i indeed know my account has to be fully verified before any withdrawals.

I went to "documents" section and uploaded all documents, which are: front and back ID, front and back my Visa card, bank statement as a proof of address and also a selfie with me holding and ID next to my face - that was in early hours of 24th aug.

Since this day i have contacted support at least 10 times. My account is still not verified and they keep saying department is busy and they have 3 days to verify and in some cases, like heavy workload, even more days.

In meanwhile i asked them to close my account as i dont want to play anymore. I have been told via live chat, this is no problem and all remaining communication will be done via emails...such as verification and withdrawals.

After 3 days i am still not verified and can not make withdrawals, because they are buse as they said.

Today (27th aug, evening time) i asked them to re-open my account, so i can gamble...guess what happened? Their response was withing an hour, if im really sure etc... So it seems like they are not that busy with re-opening an account to let me lose it all back...

And one more thing i need help with. There is only 500e per transaction. It takes up to 3 days to apporove that withdrawal and then up to another 3 days to hit my bank.

We live in 2023, transactions are made within minutes. And they will pay me 500e per week?

So, dear askgamblers, i would like to ask you politely to help me with this casino. I play for fun, i would like to enjoy my money and take my family on well deserved vacation.

What is the purpose of playing casino games, if casino then refuse to pay it all in once or two, maximum three payments. I obviously get it, in case of big wins, they need to protect the bussiness and if everybody wins big at the same time, they would bankrupt, but come on, this is just 5k. I am not high roller as all the streamers.

Thank you in advance,

Daniel

Unresolved

€500

My withdrawal request is delayed since August 1st

While I have enjoyed playing on SupaCasino for some time now it looks like something strange is happening as they have delayed my withdrawal request of 500€ since 1st August 2023. They have paid me once that same 500€ before which is their max. amount at once and that worked out normally during that time I completed the required verification.

Now this time it seems they are just for some reason not willing to pay and also don't respond to my email nothing else than 'automatic' responses like "As the process is being handled by another department, we regret that we are unable to provide you with a specific timeframe for its completion."

First and foremost I don't understand what is this "process" takes time as my account was just verified about a month ago and one payment has been already made. Also now they reduced my betting limits so low that I can only play casino games.

I would totally understand if they for example would respond that it takes like two weeks and payment will be made but this is just frustrating. I have almost 11k on my account which I really could use for something else too.

Unresolved

€500

Review of account has lasted now 5 weeks

Played quite a lot and won nicely at Supacasi. At some point my account was verified and was able to make several withdrawals, last of which I received on 17.4. After that my next request was cancelled, my phone number needed to be verified. When that was done, an additional ID was requested, even though they had already accepted my passport. Fine, drivers license was accepted on 22.4. and I tried to make a new withdrawal. That was cancelled, but this time no documents required and no explanation. Finally on 25.4. got an answer for the cancellation of withdrawal, that a temporary restriction was because the relevant department had to review my account.
After that only ansers I have received have been when I have asked about the process, how long it takes etc. both on chat and by email.
As it is another department conducting the review, customer service is not able to give any time frame for how long it takes, and they have no knowledge of the reasons for the review for safety and security reasons.
So now it has been nearly a month after the last document required was accepted, and still I am not able to withdraw money from my account,
nor have any more info about how long it still will take.
I have played only with my own money, no bonuses, have not used VPN or otherwise breached terms and conditions.
At the moment I have 7400€ on my account, and would like to make withdrawals for the money I have won. As said, I have played a lot, countles and countles of hours, both winning and losing. But the result at the moment on my account should be mine to use, which ever way I please.

Unresolved

€7,400

Scam deducted winnings

I played here a long time and all was fine without the fact that everytime you do an withdrawal, Supacasi rejected it first and want a new document. Last week I deposit and get a sport bonus, than I see that I was limited wihout warning, so I canceled the bonus before i play and played with my real money up to 157 Euro with 1 Euro bets, because thats the maximum I could bet. I do an withdrawal and first rejected because a new document is needed and the other witdrawal than deducted to unfair playing :-) I think how unfair could it be to play with 1 Euro bets :-) They deducted the winnings and then no answer at all. I think its a Scam and do inform my bank to chargeback the money up to 157 Euro. I have found many people Supacasi do it the same way, so I contacted these people and they tell me the same story. We all wanna go to the police and chargeback the money to credit card! Stay away from this, they have a very bad reputation

Resolved

€157

Never ending flow of documents

Hello.

My problems started about 3 weeks ago, when I was trying to make my first withdraw.
It was declined, of course, because of I haven't uploaded the necessary documents.

First, I uploaded copies of my ID, utility bill and pictures of my debit/credit-card. It bounced back because
my utility bill was a screenshot, not a picture. So, few days later, I uploaded it again.
It was time to make another request for a withdraw.
For now, this has been the only time it has been successful. I thought that maybe now I can keep on withdrawing, but I was very wrong.

As soon as the request for a withdraw was no longer pending, I created another request for a withdraw.
It got declined, and I was given the reason that "You can only have 1 pending withdraw request at a time."
I didn't have another pending request, that was something that they made up.

Well, I waited a day or two that I received the money, and I created a withdraw request - again.
Again, declined! I contacted them and asking what is it.
I was told that I needed to upload a selfie holding my ID that I've used before in my hand.
So that is exactly what I did. And again, I waited. I really felt that this whole process was starting to get on my nerves.

After a couple of days the document was accepted. I knew it was accepted 'cos I asked about it on the chat @ supacasi.com.
So it was time to make yet another withdraw request. And guess what? It was declined, again.
This time they asked me to send them a copy of my phone bill to prove my phone number.
I contacted my service provider, they sent me a copy of my phone bill and I uploaded it in PDF as requested.

It was declined for being in black and white. Pretty much the logo of my service provider is normally in color, everything else is in
black and white. My phone number, my address, even the bar code of my bill is showing and they're still not accepting it.

I need to contact my service provider again asking to send me a copy in color and upload it, again. And it's gonna take few days, again.

I am afraid that supacasi.com is doing this on purpose, to keep people from earning their winnings.
I have 3000€ on my supacasi account, and it seems that they're doing everything in their power to keep me from getting my money.

It seems that they are going to ask again and again and again for another documents that possibly don't have anything to do with my account.
So it is a never-ending loop.

It has been over 3 weeks since this whole process started, and it just is taking too much effort doing all of this, knowing that you might never see your money. You just keep on uploading documents until forever end.

They say that they've sent me instructions on email, but I haven't received a single email in all these 3 weeks. So I don't believe they're actually sending me anything. It is just another way of keeping me in the dark.

Dear AskGamblers, I need your help with this.

Resolved

€3,000

SupaCasi delaying payment for 4 Months and 1835 Euro balance

Hello.

I made an account on SupaCasi, I deposited numerous times and my account is even on minus for the whole time. my balance is now 1835,75 Euro. On 16.3.2022 our conversation via mail started about my verification documents. Then finally after sending lots of documents on 19.5.2022 I got this mail:

"We would like to inform you that we have received the copies of your documents that you have uploaded and the verification process of your account has been successfully completed."

Then after this, my withdrawal request been rejected again. They wanted a selfie, I've sent it. On 24.5. the confirmation, that they got it. New withdrawal request, new cancellation. Now they wanted a mobile provider bill and screenshots from my Skrill, stating how the e-wallet been funded. Sent this too of course. After this a lot of mails, and I've sent again around 10 new Selfies. on 18.7. another confirmation:

"Your documents have successfully been checked. Please note that we hold the right to ask for further documentation in order to comply with our T&Cs."

And the next day, cancelled my withdrawal again and asking for same mobile provider bill again. Then they asked for another ID document, I've send them this too of course, as well as other documents again.

Then on 22.7.2022 finally the message:

"We are happy to inform you that the verification process has been successfully completed. Your account is now verified."

I made a withdrawal request. Then on 25.7.2022:

"We would like to inform you that your withdrawal has been cancelled due to technical reasons and the amount has been returned to your account. You are kindly requested to make a new withdrawal request."

I made a new one. Then finally, after around 20 Selfies and 20 other Screens/Photos of documents, it seemed to me that SupaCasi has no ideas anymore what to ask for to delay payment. So they send me this:

"Your frustration is understandable, however due to security measures and protocol the relevant department must conduct a thorough review of your account for security reasons."

And since this message I always write mails after 5-10 days and getting same ****** responses:

"Kindly note that complying with AML and KYC (Know Your Customer) laws, we needed to proceed with further investigation. This applies to all of our customers and also it is indicated in our Terms and Conditions which you accepted upon your registration. Since the review is being conducted by another department we cannot provide you with an exact time frame on its conclusion. Of course, your comments have been forwarded to the relevant team. Your frustration is understandable, however due to security measures and protocol the relevant department must conduct a thorough review of your account for security reasons. "

Conclusion: They are now delaying my payment for around 4-5 months and I don't know what to do anymore

Please help me AskGamblers and please solve this SupaCasi. I did NOTHING wrong, and sent every possible document you wanted from me.

Resolved

€1,835

Constantly refuse to pay my withdrawal of 4315 NOK

After sending many documents to fulfill KYC procedures my withdrawal of 4315 NOK got rejected many times time and I received an email 16.05:

We would like to inform you that your withdrawal has been cancelled by the payments department and the amount is available in your account.

Furthermore, the withdrawal option on your account has been temporarily suspended and your account shall be reviewed by the relevant department for security reasons.

We kindly request your patience as we are not able to provide you with an exact time-frame.

I sent a new mail on July 5th as there was still no progress on my case. I asked for a time frame but they refused to provide one. They simply answered:

"We would like to inform you that since the examination is conducted by another department, we cannot provide you with an exact time frame. We kindly request your patience until this matter is resolved. Of course, you will receive a fully detailed update via email as soon as the review has been completed."

Now, on Aug 14th, I have still not received any updates nor have I the possibility to withdraw my funds.

Please, Askgambles, help me retrieve my funds.

Resolved