The player from Greece had requested a withdrawal less than two weeks before submitting this complaint. The payment had not been processed yet. The player experienced significant delays and a lack of clear communication from the casino regarding three pending withdrawals totaling €1,401. We advised the player to allow the standard processing time and to cooperate with the casino's verification procedures. The issue was then marked as resolved after the player confirmed that the situation had been addressed.
SupaBet Casino - Player claims that payment has been delayed.
Resolved
Our verdict
Case closed
Amount: €499
SupaBet Casino
Safety Index 7.4 Above averageCase summary
Discussion
Public
Public
1 month ago
Translation
I have two withdrawal requests, one from 17/06 and the second from 19/06..every day the same answers..you don't need to send documents, show a little patience, you are in priority for the withdrawal, your funds are secured. We know that we play in a casino with predatory terms, but it seems that they can't even keep them. Why should I show patience beyond the 3 working days they mention? Are they doing me a favor when I request a withdrawal? They are playing with our mental health.
Automatic translation:
Public
Public
1 month ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Public
Public
1 month ago
Dear kostisgov,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
Public
Public
1 month ago
TranslationThe casino has fed me up with vague and automated answers..I don't see - and I'm sure you don't either - why it takes 14 days for a withdrawal.
Automatic translation:
Public
Public
1 month ago
TranslationThey made the 1st payment today, after so many conversations and emails. Please, for my money, that is. Shame.
Automatic translation:
Public
Public
1 month ago
TranslationDeniz
User Deniz says:
Okay, I'll check everything (translated)
You say:
Tell me something new, thank you.
Deniz
User Deniz says:
okay (translated)
Deniz says:
You know the 3 business day waiting period rule. Right? (translated)
You say:
Don't tell me about rules..my first withdrawal took 7 days to complete.
You say:
Don't the rules apply to you?
Deniz
Deniz says:
The first withdrawal is delayed. And I'm very sorry about that (translated)
You say:
the second one has 10 days
You say:
which is in stage 2
Deniz
User Deniz says:
yes sorry
Both are late (translated)
User Deniz says:
Too late (translated)
User Deniz says:
And now I will contact the finance department (translated)
You say:
I'm done begging for my money.
Deniz
User Deniz says:
And I will ask them to speed up (translated)
Deniz says:
Please wait for me (translated)
You say:
If you scroll back to the conversation above, eirini, pearl, hra ktl also wrote to me the same thing. I haven't received a substantive response, but I'm waiting for you.
Deniz
User Deniz says:
okay (translated)
User Deniz says:
They also say they are very sorry for the delay (translated)
User Deniz says:
I insisted on paying for tonight, but I can't guarantee tonight (translated)
Deniz says:
They confirmed the payment very quickly. (translated)
User Deniz says:
I hope it's the next day (translated)
User Deniz says:
Is there anything else I can do for you? (translated)
You say:
What should I do? I want my money... let me get it by tomorrow.
Deniz
User Deniz says:
I will insist on them for tomorrow. Latest tomorrow (translated)
User Deniz says:
No worries (translated)
You say:
and tonight deniz ...and tonight
You say:
to relieve my stress
Deniz
User Deniz says:
I wish you a wonderful evening :) (translated)
Automatic translation:
Public
Public
1 month ago
Translationdozens of screenshots from live chat and emails...my patience has run out unfortunately
Automatic translation:
Public
Public
1 month ago
Dear kostisgov,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
Public
Public
1 month ago
TranslationIt's a tragic situation..I have 3 active withdrawals, the first one being from 06/19, with a total value of 1401 euros. I have honestly reached my limits. Every day I waste time from my day to talk either through live chat or through emails, where I receive unreliable answers. As you saw the day before yesterday, they told me that I would receive my money at the latest until yesterday, unbelievable things. I have also asked dozens of times for identification, they said they answered negatively. They have made a withdrawal as I mentioned before after 7 days from my request. I feel a terrible insecurity and a sense of disappointment from this behavior of theirs. To my knowledge, I played with these predatory terms and conditions, but as a result, they are not in a position to even comply with the basics. Any help is welcome.
Thank you
P.S. If you consider it necessary for me to upload any data, please let me know, as I have 100 screenshots.
Edited
Automatic translation:
Public
Public
1 month ago
TranslationAnother quick update. To date, three withdrawals totaling €1,401 remain pending, which are in "under review" with no change in status. I have only received general responses from the casino without a specific timeline, while I continue to wait for a resolution to the issue. At your disposal for any additional information or evidence.
Automatic translation:
Public
Public
1 month ago
TranslationFor the progress of the complaint:
Today - Saturday - I received one of my pending withdrawals, amounting to €499, which concerned the request of 26/06.
However, my case has not yet been resolved, as two withdrawals totaling €902 (€499 and €403) are still pending, the 1st from 19/06 and the 2nd from 24/06.
I will continue to update the complaint with any new developments until all outstanding payments are completed.
Thanks
Automatic translation:
Public
Public
1 month ago
Dear vkos, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you made any successful withdrawals before?
- Could you please confirm that you have passed the KYC verification?
- Did you accumulate your winnings with or without an active bonus?
- Did you play casino games or bet on sports?
- Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.
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.
Karla
Public
Public
1 month ago
TranslationDear Carla,
I present to you the basic elements of my case.
I have had two successful withdrawals in the past from the casino. My pending withdrawals amount to €902 and remain in "under review" status without a clear justification - the first since 19/06 and the 2nd since 24/06.
I have not completed KYC, as the casino has repeatedly informed me that identification is not required.
The profits from the withdrawal request on 17/06 only come from a completed bonus according to the terms and were paid on 24/06.
I have full proof (emails, live chat, screenshots), which includes assurances of payment that were not honored.
I call for an immediate and clear examination of the case, as the delay and lack of transparency are no longer acceptable.
Thank you!
Edited
Automatic translation:
Public
Public
1 month ago
TranslationToday, another one of my pending withdrawals was executed and the money was successfully credited.
There is now only one pending withdrawal remaining, amounting to €403, from 24/06, which is still in processing.
Thanks
Automatic translation:
Public
Public
1 month ago
TranslationFinal update on my case: all pending withdrawals have now been paid.
Although the money was eventually paid out, the delays were significant and in no way corresponded to the timeframe stated in the casino's terms. Furthermore, communication regarding the progress of the payments was not clear, as I received repeated general responses without specific timelines. The psychological pressure and uncertainty was enormous.
Automatic translation:
Public
Public
1 month ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear vkos,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Karla
