The player from Germany sought assistance with a €4,500 withdrawal from a casino operated by NovaForge Limited after she had successfully completed wagering requirements. She had previously canceled other withdrawals due to delays and was concerned about the general ongoing issues many players faced. Despite confirming that no verification was required, she wanted to ensure her payout was processed. The complaint was handled through communication with the casino and the Complaints Team, with the player providing extensive documentation and repeatedly requesting clarification on delayed payments and verification issues. The casino eventually confirmed the account verification and scheduled withdrawals for processing, but the player reported further delays in receiving payments. The Complaints Team monitored the situation and kept the complaint open until confirmation of successful withdrawal. However, due to the player's lack of response in the final stage, the complaint was rejected with the option to reopen if needed.
SupaBet Casino - Player's withdrawal is delayed.
Player stopped responding
Amount: €4,500
SupaBet Casino
Safety Index 8.0 HighCase summary
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.
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.
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
TranslationDear Casino Guru Team,
I would like to inform you again about my case. In the last few days, I have contacted the casino several times, both by email and via live chat.
I received confirmation from several employees that my payout should have been processed either yesterday or today. I was explicitly told that I was a VIP and valued customer, and that I would receive my payout as soon as possible.
These promises were confirmed to me by several employees. Initially, I was promised a processing time of three working days, but after this period expired, the timeframe was suddenly increased to five working days.
I have documented all important live chat conversations, screenshots, my payout history, and all inquiries, and have already uploaded these documents to your portal.
I therefore urge you to invite Superbet Casino to a meeting and actively participate in clarifying the matter so that my withdrawal is completed as quickly as possible.
I don't want to wait any longer, as I see no reason to be strung along any longer. This isn't a small amount of money.
I would also like to mention that I have already invested a great deal of money in this company which holds this license, and therefore I do not see why I should be put off any longer.
Thank you for your support.
Best regards
Elena
TranslationI have not received a payout from this casino before.
I played German slots from providers Gamomat and Novoline.
and also tested many other games
I request that you invite me to the casino now so I can quickly receive my payout. I've seen that you've received several complaints about this casino, and I'm really worried.
Thank you for your responses and for keeping me updated about the developments in your case. 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.
TranslationDear Casino Guru Team
Dear Veronika
I would like to tell you about it in a friendly manner
I would like to point out that I have now been waiting for my payment for longer than the stated period of 14 days.
I would like to inform you again that perhaps you did not read my messages completely.
I requested the first payment on April 23, 2026. I have presented them with all conversations and evidence.
I would like to inform you again about my case. In the last few days, I have contacted the casino several times, both by email and via live chat.
I received confirmation from several employees that my payout should have been processed either yesterday or today. I was explicitly told that I was a VIP and valued customer, and that I would receive my payout as soon as possible.
These promises were confirmed to me by several employees. Initially, I was promised a processing time of three working days, but after this period expired, the timeframe was suddenly increased to five working days.
I have documented all important live chat conversations, screenshots, my payout history, and all inquiries, and have already uploaded these documents to your portal.
I therefore urge you to invite Superbet Casino to a meeting and actively participate in clarifying the matter so that my withdrawal is completed as quickly as possible.
I don't want to wait any longer, as I see no reason to be strung along any longer. This isn't a small amount of money.
I would also like to mention that I have already invested a great deal of money in this company which holds this license, and therefore I do not see why I should be put off any longer.
Thank you for your support.
TranslationI would like to mention something else.
As they themselves know, several complaints against SupabetCasino were filed on their platform Casino Guru.
A few days ago, they were still displaying the license of Supabet Casino on their website Casino Guru.
Currently, the Casino Guru platform indicates that this Supabet Casino no longer has a license.
I am really very worried.
Otherwise, I will have to take harsh measures against the casino.
I request a reasonable solution regarding my withdrawals.
TranslationSUPABET CASINO
I hereby request, for the last time, that you make the full payment immediately and confirm the payment transaction to me in writing.
Should the payment continue to be withheld, I will, without further notice:
file a formal complaint with the relevant gambling and financial supervisory authorities,
forward the case to the payment service providers involved,
Initiate legal action through a lawyer,
and have it examined whether the matter is relevant under criminal law.
Furthermore, all emails, chat histories, payment receipts and time information have already been fully secured and documented.
Please consider this letter as your final out-of-court demand.
Best regards
Elena
TranslationDear Casino Guru Team
Since April 23, 2026, you have been withholding my payment without any comprehensible explanation. The originally stated processing time was exceeded several times and subsequently changed.
Your previous answers consisted solely of general statements without any concrete solution or binding commitments.
I hereby demand that you make the full payment immediately.
Should the payment continue to be delayed, I will immediately forward the matter to the relevant authorities, payment service providers and legal bodies and have all further measures reviewed.
Furthermore, the complete communication history, including all delays, is documented and secured.
This is my final request before further escalation.
Best regards
Elena
TranslationThe ongoing delay in my payout and the lack of transparency from your support are now unacceptable.
Despite multiple attempts to contact them, my payment has still not been processed. Instead of concrete information, I only receive standardized replies without any binding details.
I therefore feel compelled to officially escalate the matter.
Should the payment not be made immediately, I will:
- inform the relevant supervisory and control authorities,
- report the case to payment service providers and consumer protection agencies,
- have legal action reviewed,
- and officially document and forward the entire process.
Please note that I have already archived all communication records.
I am expecting a final, concrete response with a binding payment date.
Best regards
Elena
TranslationDear Casino Guru Team
I want this casino to be held accountable.
You can see for yourselves on their website how many customers are currently complaining about this casino on their website Casino Guru.
The casino cheats and lies to its customers.
I have shown more than enough patience and given you multiple opportunities to process my outstanding payment properly. Nevertheless, my payment continues to be withheld without any comprehensible explanation.
Since April 23, 2026, I have received only generic, standard replies, contradictory statements, and constant delays. To date, no binding statement or actual payment has been made.
I hereby request, for the last time, that you process my payment immediately and in full.
Should the payment continue to be withheld, I will, without further warning:
- officially report the process to the relevant gambling and financial supervisory authorities,
- forward the case to payment service providers and the relevant complaints bodies,
- initiate legal proceedings through legal representation,
- and have it examined whether the facts of the case involve the unlawful withholding of customer funds.
Please note that all communication, chat histories, proof of payment and time information have already been fully documented and secured.
Their approach so far leaves a highly questionable impression, and I now expect an immediate and binding solution instead of further delays.
Consider this message as your final out-of-court demand.
Best regards
Elena
TranslationDear Casino Guru Team,
My withdrawal was requested on April 23, 2026. Since then, I have been contacting support regularly via email and live chat.
However, for weeks now I have been receiving the same general answers:
"Please wait"
"Our finance team is handling the case."
"There is a backlog"
"The payment will be made soon."
Despite these constant promises, absolutely nothing happens.
No payment will be made, no binding information on the processing status will be provided, and no specific payment date will be given.
I now have the impression that I'm simply being strung along. The originally stated processing time has long since passed, and instead I'm only receiving empty promises and contradictory statements.
I find it particularly concerning that communication has now been partially or completely stopped, while my money continues to be withheld.
I have fully documented all the documents, including:
all emails,
Live chat histories,
Withdrawal requests,
Proof of payment,
as well as all delays and promises made by the casino.
I ask Casino Guru to publicly investigate this case and confront the operator about this matter.
I think it's important to warn other players about the repeated delays, lack of transparency, and customer service.
Thank you for your support.
Best regards
Elena
Dear elena1993
Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.
No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.
I wish you the best of luck and hope your case will be resolved to your satisfaction soon.
Kind regards,
Veronika
Dear elena1993,
My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite SupaBet Casino representative to join this conversation and participate in the resolution of this complaint.
Dear casino representative, could you please provide more information about this case and state the reason why the player´s withdrawals have not yet been processed?
Thank you in advance for providing the information.
TranslationDear Martina,
Thank you for your support.
Since my withdrawal request on April 23, 2026, I have received only the same generic answers from the casino.
And there are always new delays. I was repeatedly assured that the payment would be processed "shortly," but to this day no payment has been made.
What is particularly striking is that I am constantly told in the live chat that the finance department has been informed and is already taking care of my case.
However, as soon as I open a new conversation, I am told again that the finance department needs to be contacted again.
This increasingly gives me the impression that either nothing is being forwarded internally at all, or that this alleged finance department may not even exist in the form described.
Otherwise, after so many weeks and contacts, my case would have been dealt with long ago or at least explained in a comprehensible way.
The originally stated processing time was exceeded several times and subsequently changed. To this day, I have not received a concrete payment date or a comprehensible explanation.
This situation has cost me a great deal of time and energy, and is now also taking a significant toll on my mental health. I find the way customers are communicated with and treated particularly disappointing.
Therefore, I hope that this case will be investigated transparently so that other players can see how customers are treated in such situations.
From my point of view, the casino currently does not give a fair and trustworthy impression.
Best regards
Elena
TranslationDear Martina,
The casino states in its terms and conditions that withdrawals will be processed within 3 working days – a maximum of 5 working days in case of delay.
I have now been waiting for almost 21 days. This delay goes far beyond the deadline they themselves stated.
In the chat, it is constantly stated that the finance department has been informed, but in the next conversation, the same thing is said again.
It seems nothing is being forwarded – or that department doesn't even exist. Clearly, the casino wants you to gamble away your money again during the long wait.
This practice is absolutely unfair to me.
Dear Supabet Casino
I want to emphasize that I accepted the unfair withdrawal conditions (max. €500 per withdrawal, max. 3 withdrawals) because I assumed their own rules would be followed. The terms and conditions clearly state that withdrawals are processed within 3, maximum 5 business days. However, I have now been waiting for almost 21 days – without a plausible explanation.
I'm not the only customer who's being strung along with empty promises.
On Casino Guru alone, 99% of the complaints are identical: payouts are delayed, apparently to entice customers to continue playing while waiting and lose their money.
It is obvious that the casino is counting on patience and lost profits.
Translation"Public warning:"
My experience with Supabet's payout practices
This is not an isolated incident: almost all complaints about this casino revolve around the same issue. It's obvious that they delay processing so customers continue playing and lose their money while they wait. This public summary is intended to show everyone how this casino operates. This isn't just about me; it's about a clear pattern affecting other customers as well.
Dear elena1993,
Thank you for contacting us.
Please be advised that the relevant department is currently reviewing your case.
Rest assured that we will notify you promptly once there is an update.
Kind regards,
Supabet Casino Team
TranslationDear Supabet Team,
I have been receiving the exact same answer for weeks now – without concrete information, without a comprehensible explanation, and without any processed payment.
I am repeatedly told that the responsible department is reviewing my case. At the same time, my payouts now exceed the processing times you yourself stated by a considerable margin.
Therefore, I request once again a concrete statement:
- Why have the payments not been processed to this day?
- Why are the stated processing times not being met?
- When will the full payment be made?
General standard answers without actually addressing my case are not helpful at this point.
Best regards
Elena
TranslationDear Martina,
Unfortunately, the casino's response confirms the exact problem I've been describing for weeks. I continue to receive only general statements like "the case is being reviewed" or "the relevant department is handling it," without any concrete information or actual processing of my withdrawals.
My withdrawals are now significantly exceeding the processing times stated by the casino itself. Despite this, I still haven't received a plausible explanation for the continued delays.
What I find particularly striking is that the same statements have been repeated for weeks, while absolutely nothing has changed in my case.
TranslationDear Martina,
I have now been waiting for over 21 days, or more than three weeks, for my payments and to this day have received neither my money nor a comprehensible explanation.
The casino is not adhering to its own processing times and has been repeating the same statements for weeks, claiming that the responsible department is reviewing my case. In reality, however, nothing is happening.
I have already accepted the casino's unfair withdrawal conditions, even though withdrawals are limited. Nevertheless, I expected that at least the deadlines specified by the casino itself would be met.
Instead, I've been strung along for weeks, while my money still hasn't been paid out. What's particularly striking is that many other players are publicly reporting exactly the same experiences.
After waiting for over three weeks, I would finally like to receive my full payments and not just continue to receive generic standard answers.
Best regards
Elena
TranslationDear Martina,
I have now been waiting for over 21 days, or more than three weeks, for my payments and to this day have received neither my money nor a comprehensible explanation.
The casino continues to fail to meet its own processing times and has been responding for weeks with only the same general statements, without actually processing anything.
Since this case has been dragging on for a very long time and the whole situation is causing me considerable stress, I would like to politely ask you to give my case a little more priority if possible.
I would also be very grateful if you could reply as soon as possible, as after this long wait I simply want clarity and to finally receive my payments.
Thank you again for your support.
Best regards
Elena
TranslationDear Supabet Team,
After more than 21 days, or more than three weeks of waiting, I hereby request for the last time that you process my complete payments immediately.
They are massively exceeding their own stated processing times and have been responding for weeks only with the same general statements, without any concrete information or actual processing of my case.
What is particularly concerning is that:
It is still claimed that the finance department is reviewing my case.
However, despite numerous attempts to contact them, nothing has changed.
and many other players publicly describe exactly the same problems with delayed payouts.
I accepted your payout terms, even though they are already extremely customer-unfriendly. Nevertheless, I expected that at least the deadlines you yourself specified would be met.
Instead, there is a growing impression that payouts are being deliberately delayed, while customers are kept waiting for weeks.
Should my payment still not be received, I will exhaust all further legal options. These include, but are not limited to:
further public documentation of the entire process,
additional complaints on complaint and rating platforms,
Contacting payment service providers,
as well as forwarding the case to the relevant authorities and legal contacts.
After this long time, I finally expect my case to be properly addressed and not just more standard replies.
Kind regards, Elena
Dear SupaBet Casino Team,
Thank you very much for the update!
We would appreciate, if you could kindly prioritize this case and inform us as soon as possible once there is any progress. Thank you in advance for your time and assistance.
TranslationDear Martina,
I would like to document my case in detail again using the attached screenshots and the previous communication.
I have now been waiting for my withdrawals for over 21 days, or more than three weeks. According to the casino's terms and conditions, withdrawals should be processed within 3 business days. In case of delays, they state a maximum of 3-5 business days. These deadlines have long since been significantly exceeded in my case.
My account is fully verified. My account explicitly states that no further verification is required. Despite this, my withdrawals have not been processed to this day.
What's particularly striking is that I received the same standard answers from support over several weeks. Different live chat agents repeatedly told me:
The finance department has been informed.
My case will be prioritized.
The payment is in the "final processing phase" or "final phase",
The money will appear in my account "shortly".
I just need to be a little more patient.
Despite these statements, no payment has been made to date.
The screenshots also show that even the support staff confirm that I am not the only one affected, but other players are also waiting for their payouts.
Nevertheless, it is still claimed that everything is being handled properly.
This gives me the impression that customers are simply reassured with standard answers for a long time, without any concrete processing steps actually taking place.
Furthermore, the casino already has very strict and, in my view, unfair payout conditions:
maximum €500 per payout,
maximum three active withdrawals at the same time,
Only once one payment has been processed can the next one be requested.
As a customer, I accepted these terms and conditions. However, I naturally expected the processing times stated by the casino itself to be adhered to.
Instead, I have now been waiting for my money for over three weeks, even though I have been explicitly assured several times that the payout is already in its final stages.
What I also find particularly problematic is that numerous public complaints from other players describe exactly the same experiences: long waiting times, identical statements from support, and the same repeated excuses.
In my view, this case should therefore remain publicly documented so that other players can understand how payouts and customer inquiries are handled.
I continue to hope for a fair solution and to finally receive my full payouts.
TranslationDear Supabet Team,
I am contacting you again regarding my outstanding payments, the processing time for which is now significantly longer than the deadlines you yourself specified.
According to your terms and conditions, withdrawals should be processed within 3 business days. Even taking potential delays into account, you state a maximum of 3-5 business days. In my case, however, I have now been waiting for over 21 days, or more than three weeks, for my withdrawals to be processed.
What's particularly problematic is that I received the same generic answers repeatedly throughout the entire period. I was repeatedly told:
- the finance department has been informed,
My case will be prioritized.
- the payment is in the final processing phase,
- the money will appear in my account shortly.
Despite these repeated assurances, no payment has been made to date.
My account is fully verified and there is no open verification process that would plausibly explain such a long delay.
Furthermore, it is publicly apparent that numerous other players are reporting similar problems and are also waiting extended periods for their payouts. This reinforces the impression that this is not an isolated incident.
I accepted your casino's withdrawal conditions, even though they are already very restrictive. At the same time, however, I was entitled to expect that the processing times you yourself set would be adhered to.
After more than three weeks of waiting, I no longer expect any more standard answers, but rather a concrete and actual processing of my payouts.
If no solution is found, I will continue to publicly document the entire process and consider additional steps.
I therefore request one last time that you process my payments immediately and in full, and give me a binding confirmation of the specific payment date.
Best regards
Elena
TranslationDear Supabet Team,
I have given you several opportunities to resolve my case internally. However, instead of a real solution, I have been receiving nothing but repeated statements for weeks, such as "the finance department has been informed," "the payment is being processed," or "please be patient."
In fact, despite numerous discussions, emails, and public complaints, nothing has changed to this day.
What's particularly contradictory is that I was repeatedly and explicitly informed that my payment was already in the "final phase" or "final processing phase." If this were actually the case, the payment would have been made long ago after more than three weeks.
Nevertheless, my money continues to be withheld without any comprehensible explanation and without a concrete payment date.
I'm now getting the impression that customers are systematically fobbed off with standard replies, while payouts are delayed for weeks. This impression is further reinforced by the fact that numerous other players are publicly reporting the same experiences with your casino.
I would like to make it clear once again:
This is not just about a delayed payment, but about weeks of uncertainty, constant postponements, and a way of treating customers that completely destroys trust.
After more than 21 days, I finally expect an actual solution instead of further repetitions of the same statements.
Best regards
Elena
TranslationDear Martina,
I would like to add another important point to my case.
After my ID and selfie with the website in the background have already been successfully approved, I am still being shown that verification is necessary.
However, it does not show which specific documents are still missing or need to be uploaded again.
When I ask the live chat why I can't see exactly what still needs to be verified, I'm told every time that I should upload my ID and selfie.
I then even sent screenshots to support that clearly show that both my ID and my selfie have already been approved.
Nevertheless, I continue to receive the same answers, without any specific explanation as to which document is supposedly still missing.
In addition, several bank statements I submitted from online banking were rejected, even though all relevant ones were present.
The information was clearly visible.
As a result, the entire verification process now appears extremely contradictory, opaque, and unnecessarily complicated.
Best regards
Elena
TranslationDear Martina,
After almost four weeks of waiting for my payout, I was suddenly asked to verify my account. I started immediately: My ID, a selfie, and a selfie with the website in the background have already been approved.
I was then asked to submit proof of my bank account. I did this both as a PDF and as screenshots. Both formats are permitted according to the guidelines. Nevertheless, my bank statements were repeatedly rejected. I was repeatedly asked to upload them again. The live chat informed me that this was being reviewed, but the rejections continued.
Now it says I need to verify my account again, but it no longer specifies which documents are required. In the live chat, I was told again to upload my ID and a selfie, even though I've already proven they've been approved. I even showed support a screenshot proving these verification steps are complete. I was then told they would contact me by email, but now I'm back to another verification process where no documents are mentioned.
I would like to add that with this letter, I have now uploaded all the necessary evidence to my complaint: proof of deposit for the casino transaction, a bank statement to confirm my address (where my address is clearly visible), and a screenshot of my online banking showing my IBAN, name, and bank. Everything is now clearly included in the complaint.
I ask for your support so that the casino finally acts transparently and completes the verification process.
Best regards,
Elena
TranslationDear Martina,
Meanwhile, I increasingly get the impression that my case is being delayed further and further.
Although I have already submitted numerous documents and my ID and selfie have been approved, it still shows that verification is required. At the same time, I no longer have the option to upload additional documents to the website.
I find it extremely problematic that after almost four weeks of waiting, yet another obstacle has arisen, even though I fully supported the entire verification process.
Therefore, I request that the casino finally clearly explain:
- whether it is a technical error,
- or why my verification process is still not completed.
Best regards
Elena
Translation❗️❗️❗️❗️❗️❗️❗️❗️❗️⚠️⚠️⚠️⚠️⚠️⚠️⚠️⚠️⚠️
I would now like a clear answer.
Have you received an explanation as to why my account still shows as "verification required," even though I no longer see the option to upload further documents? ❓️
Your website also states that documents are processed within 24 hours. Despite this statement, I am still waiting for my verification process to be completed. ❓️
I have submitted all requested documents multiple times and have fully cooperated. Nevertheless, my verification process is still not complete. ❓️
Please tell me specifically:
which documents are allegedly still missing,
why the upload function is no longer available,
And why my account is still not fully verified despite all the submitted documentation. ❓️
After almost four weeks of waiting, I finally expect a clear, comprehensible and concrete answer to these questions.
Best regards
Elena
TranslationDear Martina, ‼️‼️‼️
I need your support
I fully cooperated throughout the entire process, submitted all requested documents multiple times, and immediately complied with every new requirement.
Despite this, new problems, contradictory statements, and further delays from the casino have been arising for weeks. Now I can't even upload documents anymore, even though verification is still required.
From my point of view, I have done everything to complete the process correctly, while the casino continues to unnecessarily complicate and prolong my case.
Best regards
Elena
Dear Player,
To complete the ongoing review of your account, our Verification Department has opened the Document Verification System (DVS) on your profile.
Please log in to your account and upload the following required documents directly through the portal to finalize your verification process:
Identity Document (ID): A clear, high-quality photo of your valid government-issued ID (Passport, National ID Card, or Driver's License). Please ensure all four corners of the document are visible.
Standard Selfie: A clear, close-up photo of your face looking directly at the camera.
Proof of Account Ownership (IBAN ending in DE3021****6437): A bank statement or official document from your bank account showing your full name as the account holder and the full IBAN/account details.
Selfie ID with Account Screen (AOS): A photo of yourself holding your physical ID document close to your face. In the background of this photo, your open casino account profile page must be clearly visible on your computer or mobile screen.
How to upload: Simply navigate to your Profile and visit the Verification tab to upload your files securely. If you experience any technical difficulties using the DVS portal.
Thank you for your cooperation in helping us secure your account.
Kind regards,
Supabet Casino Team
TranslationMy account still doesn't show any option to upload the documents in question. Neither specific upload fields nor the described verification options are visible.
Therefore, I request a direct and clear explanation:
Why am I being asked to upload documents via the portal when this function is currently unavailable in my account?
Please check this specifically and tell me how I should actually complete the verification.
Dear Martina
Some of the documents have already been confirmed by me, so how can you demand them again? I have presented and proven the documents that you have already confirmed.
I want clear information now.
What exactly is needed to complete the verification?
And why isn't the error regarding the verification request being fixed on their website?
I clearly showed them that documents are required but cannot be uploaded, and that I cannot see which documents are still missing. Anyone can clearly see this in the screenshot.
This has to end soon.
This is really not normal anymore, what's going on here.
INCREDIBLE
TranslationDear Martina
I would like to request your email address so that I can send you direct evidence and documents in PDF format via email.
Perhaps this will give them a better and clearer overview in order to solve this case.
As mentioned previously, my account does not display any information about which documents need to be uploaded, and there is no Uploaded option to upload documents in this regard.
The ID document and selfie with background on the website have already been approved; I have also provided proof that these documents have already been approved.
It is clear that this casino is not dealing with my case or doesn't care about it.
If they had done it, they wouldn't write such a message; it's truly unbelievable.
TranslationDear Casino Guru,
I have demonstrably already successfully verified my identity documents, including a selfie with the website in the background.
I now have proof, with date and time, that no more documents can be uploaded to my player account and that no further requirements are displayed to me.
Nevertheless, I keep receiving answers from the casino that don't reflect reality.
I am being asked to re-upload documents that have already been approved, or it is claimed that I can still upload documents – even though I have no options to do so.
It is obvious that the casino is creating unnecessary obstacles here.
I urge you to treat this case with the highest priority, as it is beginning to appear that there is a deliberate delay.
Thank you for your support.
Best regards
EU
TranslationI expressly ask you to pay attention to the date and time in the screenshots.
This makes it clearly verifiable that the recordings are up-to-date and that the status of my account remains unchanged.
Despite this, I continue to receive replies from the casino claiming that I can upload documents or that I must resubmit already approved documents.
The statements do not reflect the actual status of my account.
From my point of view, the casino's answers now seem contradictory and incomprehensible, as the described functions are actually not available in my account.
Best regards
Elena
Dear elena1993,
I understand that you are upset about the situation. However, please understand that sending multiple lengthy emails with very similar content will not make the case more urgent — unfortunately, it often has the opposite effect.
Both we and the casino representative need to go through all of the messages, which takes a significant amount of time and can make the communication less effective overall. In some cases, important points may get overlooked simply because there is too much repeated information to review.
I would kindly ask you to keep your responses concise and focused on the most important details. This will make it much easier for the casino to properly determine the issue and respond more efficiently.
Dear SupaBet Casino Team,
Could you please clarify exactly which documents the player still needs to submit and where they should be submitted?
Additionally, please take into consideration that the player no longer appears to have access to certain account functions, which may prevent her from uploading the requested documents through the standard process.
Thank you very much in advance for your cooperation.
TranslationDear Martina,
Thank you for your feedback. I understand, of course, that too many long messages can make communication difficult.
However, the situation has become very important to me, as my case has been dragging on for almost four weeks and new problems keep arising. Therefore, I wanted to ensure that all relevant information and evidence are fully documented.
In summary, the current problem is that I am still being shown a verification request, even though:
- my ID and my selfie have already been approved,
- I have submitted all further evidence,
- and I currently have no way to upload additional documents to the account.
Additionally, I have uploaded current screenshots with date and time that prove exactly this status.
Best regards
Elena
Dear elena1993,
I appreciate you summarize it.
Now it´s casino´s turn to react. As our standard complaint handling procedure is granting any party a certain time frame for a response, we need to allow this time to the casino. In a lot of cases an immediate response is not possible due to gathering the required information; that's why we have implemented the timeframes for a response. I have my fingers crossed the casino team will soon respond..
TranslationDear Casino Guru staff,
I would like to reiterate that I have now fully complied with all verification requests.
I have submitted the following documents:
my ID card from the front and back,
a selfie with my ID in my hand,
a selfie with the casino website open in the background,
a bank statement as proof of address, on which my address is visible,
proof of my bank account with my full name and my full IBAN,
as well as proof of the payment I made to the casino.
I have thus provided all the requested evidence in full.
I would therefore kindly ask you to review the submitted documents and confirm that they are correct and meet the verification requirements.
Best regards
Elena
TranslationDear Martina,
Please expressly confirm that the documents I submitted have been received in full by you or the casino.
These are:
- ID card front and back,
- Selfie with ID in hand,
- Selfie with the casino website open in the background,
- Bank statement with full name and full IBAN,
- Bank statement as proof of address,
- as well as proof of payment of my deposit into the casino.
Since I have already submitted all the requested documents, I now expect clear confirmation of receipt of these documents.
Best regards
Elena
TranslationDear Supabet Team,⚠️⚠️⚠️❓️❓️❓️
Almost a month has passed and I am still waiting for my verification to be completed and for a concrete answer from you.
I submitted all requested documents in full and thus met all verification requirements. Nevertheless, my verification process has not yet been finalized.
We are now waiting for a clear response and confirmation that:
- all submitted documents have been received in full,
- no further documents are required,
- and my verification is finally complete. ,❓️❓️❓️
After almost a month of waiting, I now expect a final resolution to my case without further delays.
Best regards
Elena
TranslationDear Martina,
Please expressly confirm that the documents I submitted have been received in full by you or the casino.
These are:
- ID card front and back,
- Selfie with ID in hand,
- Selfie with the casino website open in the background,
- Bank statement with full name and full IBAN,
- Bank statement as proof of address,
- as well as proof of payment of my deposit into the casino.
Since I have already submitted all the requested documents, I now expect clear confirmation of receipt of these documents.
That would greatly support this verification process and me in this endeavor.
I thank them for their help and support.
With kind regards, Elena
TranslationDear Supabet Team,
According to my current verification status, it now shows that my account no longer needs to be verified.
Additionally, I received confirmation via live chat that my account has already been successfully verified and my payout is being processed.
This confirms once again that I have fully complied with all verification requirements and that all requested documents have been properly submitted.
I therefore request that you now definitively take the already confirmed verification status into account and complete my outstanding payment without further delay.
After almost a month of waiting, I now expect my balance to be processed and paid out promptly.
Best regards
Elena
TranslationDear Martina, ❤️
I would like to inform you that my account has now been successfully verified and this has also been confirmed to me by live support.
Once I have received my payment, I will of course close this complaint positively and also mention positively that the payment was ultimately processed successfully.
I would also like to sincerely thank you for your support, patience, and help throughout this case. The latest news finally gives me hope that the process will now be successfully concluded.
Best regards
Elena❤️
Dear Player,
We are pleased to inform you that your account has been successfully verified.
We have also submitted your withdrawal requests for 23, 24 and 25 April to be processed.
Thank you for your patience while we dealt with these requests.
Kind regards,
Supabet Casino Team
Dear elena1993
I will keep this complaint opened until your confirmation regarding successful withdrawal.
Please let me know as soon as you receive the payment. You can also use the Resolve button to automatically mark this complaint as resolved. Thank you.
TranslationDear Martina
We have to wait for the casino's response.
The casino should please state when the other payouts are scheduled.
Please invite the casino so we can get a response.
Dear Player,
We are writing to provide an update on the status of your recent withdrawal requests.
Those submitted in April were successfully processed on 24 May.
Please note that depending on your bank's processing times, it may take between three and five business days from the processing date for the funds to appear in your account.
Requests made on 24 May have been scheduled for processing on 1 June. Requests submitted on 25 and 26 May have also been forwarded for processing.
Thank you very much for your patience and cooperation throughout this process.
Kind regards,
Supabet Casino Team
TranslationI still haven't received the applications from May 24th, 25th and 26th.
I was supposed to receive it today, May 1st, according to Supabet Casino.
????
TranslationDear Martina, could you please invite the casino? The processing of the payouts has not been adhered to again.
TranslationDear Martina
I would like to remind you of Supabet's writing.
Applications submitted on May 24th were scheduled for processing on June 1st. Applications submitted on May 25th and 26th were also forwarded for processing.
Today is June 1st. Payment deadlines have again not been met.
TranslationIt is deliberately drawn out.
Hoping that customers will lose their winnings again
TranslationMy payouts were processed on Sunday, May 24th.
First I was told that they wouldn't work on weekends.
I requested further payouts starting on May 24th. The maximum payout time would be Friday, May 29th, which is when I should have received my payments. How did they arrive at June 1st?
So that they can gain time for themselves on the weekend, because they supposedly don't process any payments on weekends, even though they themselves confirmed the payment from May 24th to me.
Anyone can see on the calendar that May 24th was a Sunday. I'm not sure what universe you live in, what day and time you're talking about, but I can't listen to your lies anymore.
Dear SupaBet Casino Team,
Could you please provide us with an update regarding the current status of the withdrawal requests?
Also, could you please clarify how long it usually takes for the funds to arrive in the player’s account once a withdrawal has been processed?
Thank you very much in advance.
Dear Player,
We are writing to provide an update on the status of your recent withdrawal requests.
The request submitted on 24 and 26 May has been successfully scheduled for processing on 6 June.
The submission from 2 June has also been scheduled for processing on 3 June.
Please note that depending on your bank's processing times, it may take between three and five business days from the processing date for the funds to appear in your account. This timeframe is counted from the processing date.
Thank you very much for your patience and cooperation throughout this process.
Kind regards,
Supabet Casino Team
TranslationI'm just waiting for the last three payouts of €500 each, totaling €1500.
I hope that this will be adhered to until June 6th, with all three payouts being made.
500 EUR
500 EUR
500 EUR
In order for us to finally close this complaint, please pay the last three installments of €500 each, totaling €1500, by the specified date, i.e., by June 6th.
I expect the processing to be completed as you mentioned on June 6th.
TranslationCasino guru, I would like to ask you to request a response from the casino so we don't have to wait any longer; that would be very helpful.
I hope we can close the complaint with a positive experience by June 6th.
Thank you for your cooperation.
Best regards, Elena
Dear Plaer,
As of the last update, all pending withdrawals have been scheduled for processing on specific dates.
Please note that, depending on your bank's processing times, it may take between three and five business days from the processing date for the funds to appear in your account. This timeframe is counted from the processing date.
We have forwarded your recent submission of 3 June to the relevant team for processing as well.
Thank you very much for your patience and cooperation throughout this process.
Kind regards,
Supabet Casino Team
Thank you SupaBet Casino for the update of the specific dates! I truly appreciate!
Dear elena1993
At this point it should only be a matter of time before the payment reaches you.
I will keep this complaint opened until your confirmation regarding successful withdrawal.
Please let me know as soon as you receive the payment. You can also use the Resolve button to automatically mark this complaint as resolved. Thank you.
Dear elena1993,
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.
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Martina
Casino.Guru
