The player from Austria experienced a significant delay in processing his €1,500 withdrawal, which he had requested on July 26, 2025, with no updates after over a week. He expressed concerns about the casino's reliability and the adequacy of support responses, suggesting that the casino may have been pressuring players to forfeit their winnings. The Complaints Team intervened, and after continued communication, the player received a €500 payout while a €400 payout remained pending. Ultimately, the complaint was marked as resolved once the player confirmed the receipt of his winnings.
SupaBet Casino - Player's withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €1,500
SupaBet Casino
Safety Index:HighCase summary
Discussion
Public
Public
5 months ago
Translation
I've been waiting for my €1,500 withdrawal since July 26, 2025, divided into three €500 payments, as this is the maximum withdrawal per transaction according to your rules. Your website states that withdrawals are processed within three business days. Now, over a week has passed, and there's been no progress. This is unacceptable. From experience, I know that this casino often doesn't pay out even after two weeks, which is extremely dubious.
I chose your casino based on the positive reviews on your platform, but these reviews now seem completely incomprehensible to me. Support only responds to live chat inquiries with the excuse that the finance department is "very busy." This isn't a serious response; it suggests they're trying to pressure players into voiding their winnings and continuing to play. Such practices are unacceptable and damage the trust in your reviews, as many players rely on them, as I did.
I urge you to urgently review my case, contact the casino operator, and ensure that my withdrawal is processed promptly. I also ask you to critically examine the reviews of this casino, as they apparently do not reflect reality.
Automatic translation:
Public
Public
5 months ago
Hello,
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 the 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 within 14 days since requesting the withdrawal, please let us know, and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Veronika
Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.
All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.
If you notice anything suspicious, don’t hesitate to reach out to us directly.
Thank you for your patience, and stay safe.
Public
Public
5 months ago
Translation
Dear Veronika,
Thank you very much for your feedback and for addressing my request. I greatly appreciate your time and effort. However, I would like to point out that the website of the casino, which has a high security rating with you, states that withdrawals are processed within three days. Unfortunately, this does not correspond to my previous experience, which is disappointing for me as a player.
Furthermore, KYC verification appears to be another hurdle. Although the casino's website states that verification is not required, I fear that additional documentation could be requested later, which would further delay the withdrawal. This seems to me like a deliberate delaying tactic, as the required documents could have been requested long ago if necessary.
I will still follow your advice and wait the recommended 14 days. If the payment hasn't been received by then, I will contact you again. Thank you for your support and understanding.
Kind regards,🙌😊
Automatic translation:
Public
Public
5 months ago
Thank you for your response. Has there been any progress with your withdrawal requests in the meantime? Have you received any of your winnings yet? Have you been asked to submit any identity documents for verification?
Public
Public
5 months ago
Translation
Dear Veronika,
No, there hasn't been any progress so far. My payout is still being processed. I always get the same response in live chat: "We're sorry the payout was delayed, the finance department is overloaded."
Although I specifically requested to verify my account, no documents have been requested from me yet. The "Verify" menu item still says "Verification not required."
I find this very disappointing and therefore urgently request your support and to contact Supabet2 directly.
Thank you in advance for your help.
Edited
Automatic translation:
Public
Public
5 months ago
Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Mirka ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Public
Public
5 months ago
Dear player,
My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite SupaBet Casino representative to join this conversation.
Dear SupaBet Casino,
Could you please provide clarification regarding this case?
Thank you in advance.
Public
Public
5 months ago
Translation
Dear Mirka,
Thank you for helping me resolve this matter. I'm eagerly awaiting a response from SupaBet Casino. It's now been 22 days since I requested my withdrawal. I find it disappointing that it's taking so long and desperately hope for clarification so I can receive my money promptly.
Best regards,
Automatic translation:
Public
Public
5 months ago
Dear SupaBet Casino,
We will be waiting for your update.
Thank you for your cooperation.
Public
Public
5 months ago
Translation
Thank you for your response, dear Supabet team! I'm really looking forward to your update.
Automatic translation:
Public
Public
5 months ago
Dear SupaBet Casino,
Would you be able to suggest the player, how to initiate the verification process, if it is needed at the moment?
Public
Public
4 months ago
Dear all,
Thank you for your patience.
At the moment, your account does not require verification.
If verification is required in the future, you will be able to upload any requested documents from the Verification tab in your profile. This can be found under Settings > Verification in your account.
Additionally, your withdrawal request is being processed and will be completed as soon as possible. You will receive an email notification once it has been finalized.
If you have any further questions, feel free to reach out.
Kind Regards,
SupaBet Casino Team.
Public
Public
4 months ago
Dear player,
Please notify me, when you receive any update in your withdrawal process.
Thank you.
Public
Public
4 months ago
Translation
Dear Supabet Team,
Dear Casino Guru Team,
Thank you very much for your support! I received the €500 payout today, for which I am very grateful. Currently, a payout of €400 is still pending. As soon as this has been transferred, the process will be completely complete for me.
Thank you for your efforts and dedicated support in this matter.
Best regards🙌
Automatic translation:
Public
Public
4 months ago
Dear player,
I will be waiting for your confirmation.
Thank you for your cooperation.
Public
Public
4 months ago
Translation
Dear Mirka,
I'm still waiting for the €400 payment. Once this is processed, I'll consider the case closed and confirm this accordingly.
Automatic translation:
Public
Public
4 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear tuncaygonul,
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,
Mirka
