The player from Germany had submitted a withdrawal request more than 14 days prior to posting his complaint. Unfortunately, he had not received his winnings yet. The issue was marked as resolved after the player confirmed his satisfaction with the outcome. The Complaints Team facilitated communication between the player and the casino, leading to a resolution. The complaint was then marked as 'Resolved' in the system.
SupaBet Casino - Player's withdrawal is delayed.
Resolved
Our verdict
Case closed
Amount: €800
SupaBet Casino
Safety Index:HighCase summary
Discussion
Sensitive attachment
Sensitive attachment
3 months ago
Translation
They haven't paid me for 14 days and just apologize for the delay. They don't do anything else
Automatic translation:
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3 months ago
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.
Dear Hewoliy,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so that I can fully understand your situation.
- Have you made any successful withdrawals before?
- Could you please confirm that you have passed the KYC verification?
- Have you accumulated your winnings with or without an active bonus?
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Veronika
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3 months ago
Dear Hewoliy,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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3 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 Hewoliy,
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
