The player from Germany had requested a withdrawal of €500 two weeks ago but had not received a response from the casino despite multiple chats, only getting generic replies. He mentioned that this issue was similar to a previous complaint against another casino owned by the same company, and that no verification was required for this payout. The issue was resolved, and the player marked the complaint as resolved after receiving the necessary assistance.
SupaBet Casino - Player’s withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €1,000
SupaBet Casino
Safety Index 7.4 Above averageCase summary
Discussion
Public
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10 months ago
Translation
I requested a payout of €500 on August 19th and 20th.
Since then, there has been no response from the casino.
Of course, I've been in the chat a few times, but I always get the same copy-paste answers.
It's the same problem as my last complaint against a casino owned by the same company.
They just don't want to pay out.
To anticipate the questions for Guru:
I played without a bonus.
This is not my first payout.
According to the profile and the support statement, no verification is necessary.
Automatic translation:
Public
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10 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem regarding the withdrawal of your winnings. To better understand your situation and investigate the matter further, could you please provide us with the following details?
- What method did you use to request the payout (e.g., bank transfer, e-wallet)?
- What types of games did you play? Were they slots, live casino games, or did you place bets on sports?
- Have you received any communication from the casino about the status of your withdrawal?
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
Important Notice:
Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.
If anything seems suspicious, please contact us directly. Stay safe.
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10 months ago
Hello Wonka,
We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika 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 Veronika will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
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10 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 Wonka,
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,
Veronika
