The player from Germany had been waiting for his withdrawal since April after winning a large amount on live sports bets. His payouts had been canceled without explanation, and he had been repeatedly misled by support staff. He requested assistance in addressing these issues. The issue was resolved when he received his first withdrawal, and the final amount was transferred successfully. The Complaints Team marked the complaint as resolved and offered further assistance if needed in the future.
SupaBet Casino - Player’s withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €1,000
SupaBet Casino
Safety Index:HighCase summary
Discussion
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11 months ago
Translation
Ladies and Gentlemen
In April of this year, I won a large amount on live sports bets. I've been waiting for the payout since April 19-21. When I make inquiries, I'm always put off, and once I was even lied to, saying that the payout had been approved at that exact moment. (I have a screenshot). Now, suddenly, my payouts were simply canceled by the operator. I had to request them again individually, and now I've been waiting for the transfers or payouts to be processed since May 2, 2025. They're just being kept waiting and giving me empty words from the support staff. I'm asking for your support, please.
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10 months ago
Dear BB1769,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with your withdrawal. To better understand your situation and assist you in resolving your issue, I would like to ask you a few questions:
- Have you received any official communication from the casino regarding the cancellation of your payouts?
- Could you please send me a screenshot of your transaction history showing the recent withdrawal requests you submitted?
- What is the current status of your withdrawal requests?
- Have you passed the full KYC verification?
- Have you made any successful withdrawals from this casino before?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Veronika
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10 months ago
TranslationYes, I was notified of the three cancellations via email, but without any detailed information. (See screenshot)
Current status: still in progress (see screenshot)
Payouts are made via the deposit method, no further verification required (see screenshot)
There have been no successful withdrawals via Supabet yet. (Just lies - see screenshot)
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10 months ago
TranslationThis morning, according to the operator, one withdrawal was reported as completed. The other, for €500, was canceled again.
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10 months ago
TranslationTransfer 1, as described above, has been received into the account. Perhaps the second one will work. Yes, next time.
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10 months ago
I’m glad to hear that you’ve received the first of your withdrawal requests. Occasionally, technical issues can lead to delays or even cancellations of withdrawals.
Have there been any updates regarding your second withdrawal request? Have you received those winnings yet?
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10 months ago
TranslationThe final amount has just been transferred.
It took forever, but maybe this platform here made it work
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10 months ago
Dear BB1769,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we 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 invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Veronika Fritz
Casino.Guru
