The player from Germany faced delays in his withdrawal request made two weeks prior. Instead of processing his payout, the casino offered him a wagering opportunity with the potential for a payout, raising concerns about receiving his requested winnings of €1,500. The issue was resolved when the player confirmed receipt of three payments totaling €1,500, and he expressed satisfaction with the situation despite the delays. The complaint was marked as 'resolved' in the system, and the player was encouraged to reach out if further issues arose.
SupaBet Casino - Player's withdrawal is delayed and payout offers vary.
Resolved
Our verdict
Case closed
Amount: €11,000
SupaBet Casino
Safety Index:HighCase summary
Discussion
Public
Public
5 months ago
Translation
Always long payout times. This time I received the following email:
Niklas (Supabet)
July 10, 2025, 16:53 EEST
Hello Gregor,
I hope you are well!
Congratulations on your impressive win!
This is truly a great achievement, and I am very happy for you.
If you wager €20,000 by Monday (14.07.25) and incur losses, we can offer you a payout of up to €5,000.
This is a great opportunity to secure your previous winnings while getting the most out of your gaming experience.
If you have any questions or need support, I am of course always there for you.
Let's work together to ensure you get the most out of your game!
Best regards,
Nicholas
VIP team
Supabet
This time they don't even seem to pay out the requested 3 times 500,-
Automatic translation:
Public
Public
5 months ago
Dear player,
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 I can understand the whole situation completely.
Could you please provide a screenshot of the withdrawal requests?
Could you please confirm that you have passed the KYC verification?
Did you accumulate your winnings with or without an active bonus?
Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at [email protected], or post screenshots here.
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,
Dominika
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
Public
5 months ago
Translation
Hello, I would like to withdraw my complaint for now. I just received three more five hundred euro payments. Apart from the 17-day period, the terms and conditions were adhered to.
As long as the money comes in these small installments, even if it takes until Christmas, I'm fine with it.
Automatic translation:
Public
Public
4 months ago
Dear player,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If the casino stops processing your withdrawals again, please do not hesitate to contact us and request to reopen your complaint. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Dominika
Casino.Guru
