Problem with second 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.”

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!

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.

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

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.

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.