The player from Brazil was frustrated with the casino's handling of her withdrawal request made on August 18, which had not been processed within the promised three working days. Despite multiple attempts to contact customer service, she received only generic responses that did not address her concerns. The Complaints Team noted the lack of response from her and closed the complaint, but she retained the option to reopen it in the future if she chose to resume communication.
SupaBet Casino - Player's withdrawal request is delayed.
Closed
Our verdict
Player stopped responding
Amount: 1,850 R$
SupaBet Casino
Safety Index:HighCase summary
Discussion
Public
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8 months ago
Translation
I am completely outraged by the platform's attitude towards my withdrawal request made on August 18, 2025, in the morning. According to the company's own terms, the maximum processing time is 3 working days. This deadline has already passed and so far the amount has not been credited.
Since then, I've contacted them repeatedly through their customer service channels (chat, email, support), but the answers are always generic, repetitive and solve absolutely nothing. This lack of transparency and commitment is unacceptable.
Automatic translation:
Public
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8 months ago
Hello,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. 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.
Best regards,
Tomas
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 makes such a request, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
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8 months ago
Dear Jeehcarla1,
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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7 months ago
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,
Tomas
Casino.Guru
