The player from Portugal had submitted a withdrawal request two weeks prior and had been waiting since June 26 without any updates. She faced repeated assurances from support about delays, expressing frustration over the lack of professionalism regarding withdrawals. The issue was resolved after the player marked the complaint as resolved, indicating successful communication with the casino. The Complaints Team had facilitated the resolution process and confirmed the player's cooperation.
SupaBet Casino - Player's withdrawal is delayed.
Resolved
Our verdict
Case closed
Amount: €80
SupaBet Casino
Safety Index:HighCase summary
Discussion
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9 months ago
Translation
I've had a withdrawal request since June 26 and to date I haven't had any kind of update. The support always says the same thing, the withdrawals are late and they don't solve anything.
It's not the first time it's happened, I've deposited several times at this casino and I'm getting tired of this lack of professionalism when it comes to withdrawals.
Automatic translation:
Public
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9 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with SupaBet Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you made any successful withdrawals before?
- Could you please confirm that you have passed the KYC verification?
- Which payment method to withdraw your winnings have you opted for? Was it the same one you used to deposit?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Katarina
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
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9 months ago
TranslationHi, yes, I've done a survey before, but it didn't take that long.
I don't have KYC done because it's only when they ask that you can do it, I believe it's necessary after a certain amount.
The method I chose was the same as the one I've used before, Litecoin.
Automatic translation:
Public
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9 months ago
Hello,
thank you for your reply.
Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.
Kindly notify me here in the thread once the email has been sent.
Looking forward to your reply.
Katarina
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9 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 jsoeiro9273,
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,
Katarina
