The player from Germany seeks assistance with a €4,500 withdrawal from a casino operated by NovaForge Limited after successfully completing wagering requirements. She has previously canceled other withdrawals due to delays and is concerned about the general ongoing issues many players face. Despite confirming that no verification is required, she wants to ensure her payout is processed.
SupaBet Casino - Player's withdrawal is delayed.
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SupaBet Casino
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3 days ago
Translation
Hello Casino Guru, I came across your website online and saw that you help many players get their payouts, assist with verification, or solve other problems. I would be grateful if you could also help me get my payout.
I deposited €165 and received a bonus of €495. I had to wager this total amount (€165 plus €495) 35 times, which corresponded to a turnover of approximately €23,000 to €24,000. I successfully completed this turnover requirement, so my balance has now been converted into real money.
Over the past few months, I've deposited several thousand euros into casinos belonging to NovaForge Limited. I placed these bets through various platforms of theirs. Unfortunately, I suffered significant losses. However, I only attempted one or two withdrawals from other casinos, which I then canceled myself because the payouts were delayed too long and I lost the money again.
I am submitting this complaint to secure my withdrawal. Verification has not been requested; I can see in my player account that no verification is required.
The live chat also confirmed that everything is currently fine and that I should simply be patient. I was told that I would be informed should verification be required. However, the numerous complaints from other players have alarmed me, and I want to share my experience to clarify the process and express my concerns.
I am urgently requesting assistance from Casino Guru, as this is a very large sum – a total of €4,500. I am extremely worried, as I have already lost this amount with this company in recent months. I therefore ask you to help me obtain my withdrawal as quickly as possible. Thank you very much for your support and your time.
Automatic translation:
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2 days ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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2 days ago
Hello,
Thank you very much for submitting your complaint. I'm sorry to hear about the issue you're experiencing. Please allow me to ask you a few questions to better understand your situation.
- Could you please send a screenshot of your transaction history showing the current pending withdrawal requests?
- When exactly did you request these withdrawals?
- What types of games did you play to accumulate your winnings?
- Have you made any successful withdrawals from this casino before?
We recommend avoiding cancelling your withdrawal requests, as playing with these funds could be risky and may result in losing the balance you are trying to withdraw. Please keep in mind that withdrawal requests—especially the first ones—can take up to 14 days to be reviewed, processed, and paid by the casino.
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
