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SupaCasi Casino - Gives wrong wagering info for their offers, refusing to fix it

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jaani.savolainen フィンランド
投稿日 2022年6月13日

Supacasino offers you a weekly reload bonus - https:­//s­upa­cas­i.c­om/­pro­mot­ion­s#6.WE­EKEND

From that link:

"WEEKEND CASINO RELOAD BONUS

Terms & Conditions

From Friday 00.01AM CEST to Sunday 23.59PM CEST select your $/€500 Weekend Casino Reload Bonus.

Players must select their preferred payment method, make their deposit and choose the:"50% WEEKEND CASINO RELOAD BONUS" bonus from the drop down list, each time they want to activate the bonus.

The minimum deposit required to claim the Bonus is $/€30.

The maximum Bonus that can be claim with this Bonus is $/€500.

This offer is available only for existing players.

This Bonus can be wagered on slots.

This Bonus is subject to wagering requirement of thirty-five (35x) times before cashout."


Their offer clearly states that bonus is subject to 35x times wagering. I deposited 1000e to receiver 500e bonus, yet my wagering was 52 500e instead of 17 500 that it was supposed to be.


Their other bonus is here - https:­//s­upa­cas­i.c­om/­pro­mot­ion­s#1.WE­LCOME

From that offers

"WELCOME SUPACASI BONUS

Terms & Conditions

Only new players are eligible for the bonus. Each player is eligible for this promotion only once and only on the first deposit.

While making your first deposit, select your "100% WELCOME SUPACASI BONUS" from the drop-down list! After claiming the bonus, and making the deposit, the bonus will be awarded automatically to your account.

The minimum deposit required to claim the Bonus is $/€25. The maximum amount that can be given from the Bonus is $/€500.

This Bonus can only be wagered on Slots.

This offer is only available for new players and only once per person, account, household, payment method, IP address or residential address.

This Bonus cannot be used in conjunction with any other bonuses or promotions.

This Bonus and the Deposit amount are subject to a wagering requirement of fifty times (50x) before cashout."


As you can see, they clearly differentiate bonus and deposit amounts.

After contacting their casino they refused to fix the situation through chat.

jaani.savolainen フィンランド
投稿日 2022年6月13日

https:­//w­ww.a­sk­gam­ble­rs.c­om­/ca­sin­o-b­onu­ses­/la­tes­t/s­upa­cas­i-c­asi­no-­50p­erc­ent­-up­-to-500

Even their own posted bonus here says its just a bonus.

https:­//w­ww.a­sk­gam­ble­rs.c­om­/ca­sin­o-b­onu­ses­/la­tes­t/s­upa­cas­i-c­asi­no-­100­per­cen­t-u­p-t­o-500
See the difference, it says d+b here. So they do know the difference between those, yet they are wilfully scamming customers.

投稿日 2022年6月14日

Dear All,

As stated, the wager requirement is thirty-five (35x) times. The complainant deposited 1000€, received 500€ and thus the wager required is 1500x35=52500.

As the player stated, the wager amount required is clearly stated, he contacted Customer Support and was informed that this was not an error, and thus was informed.

We kindly request this complaint be rejected as it is invalid, the complainant can post a review regarding his opinion however there is no basis for a complaint.

Kind regards,

SupaCasi Support Team

jaani.savolainen フィンランド
投稿日 2022年6月14日

I'd like to point out that Supacasino went and changed their offer promotion to match whatever it was. You can see original in my post. However they still dont address my initial complaint, which was that their original offer was 35x bonus only.

Supacasino is trying to gaslight us and refuses to address the situation. I was entitled to 35x bonus wager per my deposit, yet it was refused. This is clearly a scam and fraud on their part.

Supacasino does not follow its own rules and keeps changing values from initial offer that was accepted and depoed.
I do not consider this case being solved as im not getting what was promised to me, so I will be escalating this to EU Consumer rights and complaints comission for fraudulent marketing and scams.

AskGamblers
投稿日 2022年6月18日

Dear SupaCasi Casino,

Please let us know if there are any updates regarding this ongoing complaint. Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly.

Thanks in advance for your cooperation.

AskGamblers
投稿日 2022年6月28日

Dear all,

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

投稿日 2022年6月29日

Dear all,

We have reviewed the difference between the bonus terms on the Ask Gamblers platform and our own, since the complainant views it as misleading we shall change the wording to better suit our players.

Please note that the sentence reads "This Bonus is subject to wagering requirement of thirty-five (35x) times before cashout." the key phrasing being "This Bonus".

With the above sentence one can clearly determine that the wager requirements regard the Bonus itself and not the bonus amount you may claim.

Lastly, the change in between the phrases "Bonus" and "Both Bonus and Deposit amounts" occured on the 9th of June, while the complainant claimed the bonus on the 12th.


Kind regards,

SupaCasi Support Team

jaani.savolainen フィンランド
投稿日 2022年6月29日

Please read my original complain before trying to gaslight with your reply. You had different terms in different promos IN YOUR SITE, clearly different from each others. Evern your offers heree in askgamblers had different terms so it could not have been mistake.

As for date change its bullshit, i stored your site to https:­//w­eb.a­rc­hiv­e.o­rg/­sav­e/h­ttp­s:/­/su­pac­asi.co­m/p­rom­oti­ons­#1.W­ELCOME earlier while it showed what i claim it was showing.

You claim change occurred on 9th of july yet i have screenshots, original text in my claim verified by askgamblers, support chats and documents that show it was indeed active after my initial post.

As for now, Supacasino has done nothing to compensate their mistakes and case remains unresolved.


In fact heres a chat log with u support, look at the date, does it seems that it was changed on 9th lol.

06/12/2022 12:18:08PM System: "Hello user, welcome to SupaCasi live chat. If your queries are account specific,please have your email address and Date of Birth ready."
06/12/2022 12:18:36PM System: "Kindly note that our lines are busy at the moment. One of our agents will be shortly connected with you."
06/12/2022 12:18:56PM System: "Thank you for your patience, it seems that lines are busier than usual. If you have an urgent matter to be solved Please contact us"
06/12/2022 12:18:59PM System: "via email to suppor­t@s­upa­cas­i.com, in order to assist you further."
06/12/2022 12:23:05PM Session Started with Agent (Erick)
06/12/2022 12:23:51PM Agent (Erick): "Hi How can i help you?"
06/12/2022 12:25:23PM Agent (Erick): "We haven't heard from you for a while, would you like to continue this chat?"
06/12/2022 12:26:16PM user: "yo"
06/12/2022 12:26:22PM user: "u still there?"
06/12/2022 12:31:11PM Agent (Erick): "Soryy i was facing a kind of a technical bug"
06/12/2022 12:31:16PM Agent (Erick): "How can i help you?"
06/12/2022 12:31:16PM user: "there is wrong wager in my bonus."
06/12/2022 12:31:24PM user: "weekend reload says its 35x bonus"
06/12/2022 12:31:30PM user: "yet now its 105x"
06/12/2022 12:33:59PM Agent (Erick): "In order to review your account please confirm the below: - Your full name - Your date of birth - Your registered email address"
06/12/2022 12:34:18PM user: "user , #Verification#
06/12/2022 12:39:17PM Agent (Erick): "Please wait one moment to check your account."
06/12/2022 12:40:52PM Agent (Erick): "what slot providers did you try to play?"
06/12/2022 12:40:58PM user: "?"
06/12/2022 12:41:04PM user: "i havent played anything."
06/12/2022 12:41:13PM user: "wager amount is incorrect for my bonus."
06/12/2022 12:41:22PM user: "it should be 30x 500e, but its 105x 500e"
06/12/2022 12:41:32PM user: "Casino Reload Weekend Bonus 50% up to 500€"
06/12/2022 12:43:48PM Agent (Erick): "Please give me a few more minutes while I am trying to assist you."
06/12/2022 12:47:45PM Agent (Erick): "you have to wager in total the amount of €52,500.00 that makes the deposites amount of 1000x500( bonus)x 35 times"
06/12/2022 12:48:05PM user: "your bonus offer says otherwise."
06/12/2022 12:48:13PM user: "https­://­sup­aca­si.c­om­/pr­omo­tio­ns#­6.W­EEKEND"
06/12/2022 12:48:22PM user: "This Bonus is subject to wagering requirement of thirty-five (35x) times before cashout."
06/12/2022 12:48:52PM user: "Bonus was 500e. 500e x35 is 17500e."
06/12/2022 12:48:56PM Agent (Erick): "Please hold for a couple of minutes while I am contacting the relevant department."
06/12/2022 12:49:25PM user: "Then you have this bonus https:­//s­upa­cas­i.c­om/­pro­mot­ion­s#1.WE­LCOME It says this: This Bonus and the Deposit amount are subject to a wagering requirement of fifty times (50x) before cashout."
06/12/2022 12:49:50PM user: "Terms clearly differentiate between bonus and deposit and just bonus, therefore your weekend reload wager is incorrect in my bonus profile."
06/12/2022 12:52:53PM Agent (Erick): "According to the company's policy the bonus is always connected to the deposited amount and the wagering is applied to both however i ve forwarded a request to the marketing department to review it. As soon as its reviewed we get back to you by mail"
06/12/2022 12:53:36PM user: "You are marketing that bonus as 35x bonus only. You are marketing that to EU citizens."
06/12/2022 12:54:36PM Agent (Erick): "Its another department in charge. Please be patient and we will get back to you by mail ther soonest."
06/12/2022 12:56:30PM user: "I want that resolved asap"
06/12/2022 12:56:53PM Agent (Erick): "As soon as we have the feeback we get back to you by mail"
06/12/2022 12:57:06PM Agent (Erick): "I have already mentioned all information known to me and have taken all further steps to handle your request. You will be informed by email about the further course. From my part, everything has been forwarded so I have to end this conversation now. I wis"
  h you a nice day.
06/12/2022 12:57:18PM user: "wait a moment."
06/12/2022 12:57:30PM user: "i'll give you askgamblers complaint form meanwhile"
06/12/2022 12:58:21PM Agent (Erick): "as i have informed you above i am not in charge for marketing promotions and you need please to be patient until the marketing department reviews it. it doesnt take much time"
06/12/2022 12:58:37PM user: "i know but attach that to the query"
06/12/2022 12:58:57PM Agent (Erick): "yes sure i will inform the relative department about it as well"
06/12/2022 12:58:59PM user: "nvm, takes some days"
06/12/2022 12:59:11PM user: "now explain me my options"
06/12/2022 12:59:25PM user: "if i cancel my bonus, what happens to my money. Do i keep original amount?"
06/12/2022 12:59:53PM Agent (Erick): "if you have not started playing yet the amount of bonus gets back on your balance"
06/12/2022 01:00:04PM user: "bonus?"
06/12/2022 01:00:10PM user: "my bonus was 500 and my deposit was 1000e"
06/12/2022 01:00:45PM user: "Do i receive my 1000e ?"
06/12/2022 01:01:33PM Agent (Erick): "yes will remian only only the amount of your deposit but why you do not wnat to wait a bit, we will get back to you in the nearest hours regarding the wagering just as soon as they reply"
06/12/2022 01:02:02PM user: "I've seen these scams before."
06/12/2022 01:02:29PM user: "Do i have to wager my canceled bonus and fill kyc documents?"
06/12/2022 01:04:33PM Agent (Erick): "canceled bonus is not supposed to be wagered"
06/12/2022 01:04:42PM user: "i know that"
06/12/2022 01:04:48PM Agent (Erick): "the account must be verified in order to be able to withdraw"
06/12/2022 01:04:56PM user: "but every bullshit moneylaundering thingy wants u to wager ur deposit some times"
06/12/2022 01:06:06PM Agent (Erick): "Before you withdraw, you need to bet the whole amount of your deposit 1 for sport bets and 3 times in casino according to our T&C's and due to the money laundering policy."
06/12/2022 01:06:17PM Agent (Erick): "Is there anything else I can assist you with today?"
06/12/2022 01:06:34PM user: "seems that there isnt."
06/12/2022 01:07:16PM user: "resolve this issue asap."
06/12/2022 01:07:26PM Session Ended

AskGamblers
投稿日 2022年6月29日

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 claims that the term of the Weekend Casino Reload Bonus "Both Bonus and Deposit amounts are subject to a wagering requirement of 35 times (35x) before cashout" actually existed and was clearly visible on your website in the moment when the player claimed aforementioned bonus (June 12th).

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.

投稿日 2022年6月29日

Dear Ask Gamblers,

The player has no reason to complain, is not disputing an amount, has deposited 1000€ and withdrawn 1000€ thus is not losing on SupaCasi.

As stated, one sentence clarifies bonus amount and deposit amount, while the other states Bonus, meaning the entire entity.

We kindly request this complaint be rejected, the player is free to post a review regarding the bonus.


Kind regards,

SupaCasi Support Team

jaani.savolainen フィンランド
投稿日 2022年6月29日

Please, be professional and do not leak my private information regarding my withdrawal amounts ☺😚

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