The player from Germany had requested a withdrawal less than two weeks before submitting this complaint. The payment had not been processed yet. The player was informed that withdrawal processing could take up to 14 days due to factors like KYC verification or high withdrawal volume. Since his account was fully verified, he was advised to wait the full 14 days before escalating the issue. The complaint was marked as resolved after the player confirmed he would wait the advised period.
SupaBet Casino - Player claims that payment has been delayed.
Resolved
Our verdict
Case closed
Amount: €1,600
SupaBet Casino
Safety Index:HighCase summary
Discussion
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3 weeks ago
Translation
There seem to be problems with my withdrawal from this casino!
The processing status hasn't changed for a week now, and I have a feeling it won't change anytime soon. I've contacted support several times and always get the same standard replies. Unfortunately, they can't tell me how much longer the payout might take!
Normally, for smaller amounts, the payout was always in my account after a few days, but now nothing is happening at all.
I am therefore asking the CasinoGuru team for help, as I have seen that they have had good results with this casino for other players in the past.
Automatic translation:
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3 weeks 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.
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3 weeks ago
Dear A961,
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
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3 weeks ago
TranslationThank you very much, then I will wait the 14 days first, the account is of course successful and fully KYC verified.
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2 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear A961,
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
