The player from Germany requested a withdrawal made two weeks prior after successful trial withdrawals. Despite previous payouts being completed, his recent requests for €500 each remained unpaid, with repeated excuses from customer support. The issue was resolved after the player confirmed the successful completion of the KYC verification, and the casino processed the pending withdrawals. The complaint was marked as resolved in the system.
SupaBet Casino - Player's withdrawals are delayed.
Resolved
Our verdict
Case closed
Amount: €1,500
SupaBet Casino
Safety Index:HighCase summary
Discussion
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4 months ago
Translation
I had deposited money there and won something.
I then made a trial withdrawal of €100, which was completed after about four days.
I then paid out 3 x 500 euros.
Today, after 14 days, still no payout.
In chat and via email, always the same excuses: delay, high volume, etc.
Automatic translation:
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4 months 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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4 months ago
Dear Tobi_XXX,
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 fully understand the situation.
Could you please confirm that you have passed the KYC verification?
Have you accumulated your winnings with or without an active bonus?
What types of games did you play? Were they slots, live casino games, or did you place bets on sports?
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Veronika
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4 months ago
TranslationGood day,
Verification has not yet taken place, not even for the first payout. It states that verification is currently not necessary.
I placed sports bets without a bonus.
Best regards
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4 months ago
TranslationAfter countless emails and chats, the three withdrawals were finally processed simultaneously this morning. Thank goodness. Nevertheless, never again Supabet.
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4 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 Tobi_XXX,
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,
Veronika
