The player from Germany had a withdrawal issue, as he had a balance that had been stuck for months despite previous successful withdrawals. After a VIP manager removed a bonus he did not want, he faced a message requiring him to wager his deposit first, which was confirmed to be a bug. He sought assistance to receive his balance. The issue was resolved by the casino acknowledging a technical problem and processing a manual withdrawal after receiving the player's verified bank details. The withdrawal was completed, and the complaint was marked as resolved by the Complaints Team.
SupaBet Casino - Player's withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €7,416
SupaBet Casino
Safety Index:HighCase summary
Discussion
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1 month ago
Translation
I've had this balance on the site for months. Previously, withdrawals were processed without any problems. This money isn't from bonuses or anything like that; it's real money. A few months ago, a VIP manager gave me a €100 bonus, which I didn't want! I requested that this bonus be removed, and the employee did. But since then, I've been getting a message when I try to withdraw that I have to wager my deposit first! This is a bug on the site, which was confirmed to me by my previous VIP manager. The site then suggested a manual withdrawal, meaning they would process the withdrawal for me. But the site is taking a very long time to respond, and I simply want my balance on the site, nothing more. I'm afraid I'll never receive it. Please help.
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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.
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1 month ago
Dear Aslan1912,
Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?
- Could you please clarify when exactly you made the last successful withdrawal, and how many days it took to be processed?
- When did you make the last successful deposit? Do I understand correctly that the winnings you try to withdraw were accumulated from this deposit?
- Can you confirm that your KYC verification was completed?
We will do our best to resolve this issue promptly. Thank you in advance for your reply.
Best regards,
Kristina
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1 month ago
TranslationHello,
The last payout was on October 15, 2025, and it was sent out the same day. I've never had any problems so far.
Exactly, it's not a bonus that was simply deposited and not wagered. The last deposit was quite some time ago. I was even able to withdraw funds myself until the bonus was credited and then removed. Since then, it's been saying that I have to wager a certain amount first. The website has repeatedly confirmed to me that it's a website error.
You can see all of that on the website.
To date, no verification has been required and all payouts have gone smoothly within 1-3 days.
I sent my bank details to support via email and instructed them to make a manual payout.
I have no interest in playing on the site; I simply want to access my legitimate balance, which has been there for almost six months. Please help me.
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1 month ago
TranslationI received a response from Supabet this morning.
Supabet says I still have €100 bonus credit in my account, but that's incorrect! As mentioned, I received a €100 cash bonus from my VIP manager, which I immediately had removed! I didn't do anything with it; it was credited to my account and removed by an employee. I still see this error message indicating I haven't fulfilled a requirement. This is a scam to get me to use my credit.
This was my reply to Felicia's email from Supabet:
Hello Felicia,
That's incorrect. I received this bonus and had it removed immediately. I received it on November 12, 2025, and had it removed on the same day, as shown in the screenshot. (From a Supabet employee)
I never wanted this bonus and didn't do anything with it; it appeared in my account and was immediately removed again. It was simply given to me out of the blue without my consent. I didn't use it for anything, absolutely nothing.
Attached are all the relevant chat logs.
- Once the email where I received this bonus
- then the chat history with your service live chat employee and the account activity on my account.
- I don't want this bonus, I had it removed immediately and since then I've had this error.
I was also assured at the time that it was a mistake on your part. So please remove it so I can receive my payment.
Otherwise, remove that extra €0.50 from my account, wherever it came from. My account balance was €7,416.06 in REAL MONEY. I want that money that is rightfully mine, please.
Please clarify this as soon as possible, thank you.
These screenshots show everything!! I have all the proof! PLEASE CONTACT THE SITE AND THEY SHOULD DEBIT ME ANOTHER €0.50.
BUT THE FACT IS THAT IT'S MY REAL BALANCE. THERE'S ONLY €0.50 more on the balance, AND I DON'T KNOW WHERE THAT CAME FROM.
I need your help.
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1 month ago
TranslationHere are also screenshots showing that I haven't played since Supabet awarded me the bonus (100€ cash bonus), so the balance in my account doesn't result from the bonus (the bonus was removed immediately).
Here's a screenshot showing when my last sports bet went through, and another screenshot from my last casino game. You can see that the €0.50 came from a rollback, which I didn't even play myself; it was simply returned to my account. So, my real money balance is €7,416.06. This wasn't earned with bonus funds. It's all real money. As I mentioned, on November 12, 2025, I received a €100 bonus that I didn't want, and it was subsequently deducted (see screenshots in my previous message). The bonus was canceled. Since then, I haven't been able to withdraw any funds. Please help and contact the website.
Thanks
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1 month ago
TranslationHere's another screenshot from today, where an employee confirms that my balance does not include a bonus; this bonus was removed, as I explained.
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1 month ago
Dear Aslan1912,
Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Stefan (stefan.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.
No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.
I wish you the best of luck and hope your case will be resolved to your satisfaction soon.
Kind regards,
Kristina
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1 month ago
Dear Aslan1912,
I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.
At this point, I would like to invite a representative from SupaBet Casino to join this conversation and assist in addressing the complaint.
Dear SupaBet Casino,
Could you please provide your comments regarding the situation?
Thank you in advance for your cooperation and for sharing any relevant information.
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1 month ago
Dear All,
Thank you for bringing matter to our attention.
We would like to formally acknowledge that our team is currently investigating the matter. We understand the importance of this issue and are working to gather all necessary details to provide a comprehensive response or resolution.
We appreciate your patience while we conduct this review. We will provide a further update as soon as more information becomes available.
Best regards,
SupaBet Casino Team
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1 month ago
Dear SupaBet Casino Team,
Thank you for acknowledging the matter and confirming that it is currently under investigation. We appreciate your prompt response and your efforts to gather all the necessary details.
Please keep us informed about the outcome of your review and provide us with a clear explanation of your findings once the investigation is completed.
We look forward to your response.
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3 weeks ago
Dear Aslan1912,
Following up on your recent inquiry, the relevant department has confirmed that the delay you are experiencing is due to a specific technical issue. To resolve this for you as quickly as possible, we have decided to bypass the automated system and facilitate a manual withdrawal of your active balance.
In order to proceed with this manual payment, we require your verified bank details.
We have sent a separate, secure email to your registered inbox specifically requesting this information. Please check your inbox for that message and reply directly with the requested details to ensure we have everything necessary to move forward.
As soon as we receive your reply, the finance team will prioritize the manual transfer of your funds.
Thank you for your continued patience while we work to get this sorted for you.
Best regards,
SupaBet Casino Team
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3 weeks ago
TranslationHello Supabet Team,
I have just replied to the email and provided my details. Please let me know as soon as the payment has been made and I also request prompt processing.
Thanks in advance
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3 weeks ago
Dear SupaBet Casino,
Thank you for your response and continued cooperation.
Please inform us as soon as the withdrawal has been processed.
We look forward to your reply.
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3 weeks ago
TranslationHello Supabet Team & Stefan from Casinoguru,
It has now been over 48 hours since I replied to the casino's email. I have not yet received a transfer and have not been able to report any payment.
I request that my transfer be given priority, as described in the message from the casino two days ago.
Thank you for your understanding.
Best regards
Aslan1912
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3 weeks ago
Dear Aslan1912,
We hope you are well.
We would like to confirm that we have received your bank details. Our team is now reviewing and preparing the manual withdrawal.
Once the withdrawal has been successfully processed, we will notify you immediately.
Kind regards,
Supabet Casino Team
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2 weeks ago
TranslationDear Supabet Casino Team,
I see that the payment is being processed and the application has been submitted.
Since I have been waiting for almost 6 months, I request prioritized processing and payment so that it does not take several days.
Best regards
Aslan1912
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2 weeks ago
TranslationI received the credit, but I would also like it checked whether I am eligible for damage compensation, as I waited six months and had to contact you here for this to even happen…
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2 weeks ago
Hello Aslan1912,
We would like to update you that due to Stefan, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Stefan has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Stefan will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
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5 days ago
Dear Aslan1912,
We’re glad to hear that your issue has been resolved. We will now mark the complaint as "resolved" in our system. Thank you for your cooperation and for confirming the outcome.
Please note that you are not eligible for any additional compensation, as the casino is not a financial institution and does not provide interest on held funds.
If you encounter any issues with this or any other casino in the future, feel free to contact our Complaint Resolution Center—we’re always here to help.
As you may know, our services are completely 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://www.trustpilot.com/evaluate/casino.guru
An honest review, along with any suggestions for improvement, would be highly valuable. Your feedback can also help others who may be considering reaching out to us for assistance.
Thank you in advance for your time.
Best regards,
Stefan
Casino.Guru
