The player from Germany had pending withdrawal requests waiting since November 11th and faced ongoing delays, with the casino stating that the requests were being processed. Despite no verification being required for her account, she had been assured multiple times that everything was fine while her withdrawals remained blocked. After escalating the issue through the Complaints Team, the casino was prompted to expedite the verification process, leading to the eventual resolution of her complaint. The player confirmed that her issue had been resolved, and the case was marked as 'Resolved' in the system.
SupaBet Casino - Player's withdrawals are delayed and blocked.
Resolved
Our verdict
Case closed
Amount: €1,000
SupaBet Casino
Safety Index:HighCase summary
Discussion
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1 month ago
Translation
I've been waiting for my withdrawal since November 11th. I keep being told it's being processed and will be ready soon. Withdrawals are currently blocked. I have two pending withdrawal requests that I've been waiting for for two weeks now. I keep being told I don't need to verify my account and that my previous withdrawals went smoothly. I've repeatedly asked to verify my account, but the casino says it's not necessary. I've exchanged numerous emails with the casino, and each time I'm assured everything is fine. I've sent countless emails to customer support and the verification department, and I always get the same answer: everything is okay, it's just taking a little longer.
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1 month 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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1 month ago
Hello,
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 better understand the situation.
- Have you made any successful withdrawals from the casino in the past?
- Have you accumulated your winnings with the help of a bonus?
- Which payment method have you opted for when making deposits?
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,
Tomas
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1 month ago
Translation
I've deposited and withdrawn from the casino multiple times. I've used credit cards for both deposits and withdrawals. I've used a bonus, adhered to all wagering requirements, and currently have two pending withdrawals that have been under review for two weeks. Yesterday, they sent me an email requesting verification, even though I've already stated several times in the past that I'm willing to verify my account. Now, I'm repeatedly told there are technical issues causing such a significant delay in the withdrawal process. A verification request has been displayed on my casino profile since yesterday. I completed the verification process yesterday, but it hasn't been confirmed yet.
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1 month ago
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It's a so-called non-sticky bonus. I canceled it before I even started using the bonus and won with my real money. Previously, I always withdrew €500 from this casino without any problems. Now I have two pending withdrawal requests that have been going on for two weeks. Today I contacted the live chat to ask about the status of my verification, and they told me there are currently technical issues with the website and it will take a little longer.
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1 month ago
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Today I was in the live chat again. They told me the verification was almost complete. Then, a moment later, they asked for another photo of me holding my ID, even though I'd already taken a photo of myself with the casino website in the background. They also told me I could complain, which they understood, but wouldn't change the situation. I still can't upload my profile because the documents I previously uploaded haven't been verified. They told me to send them by email, which I did. Then I went back to the live chat, and they told me it could take up to five days for the documents to be reviewed. They tell me a different story every day.
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1 month ago
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Unfortunately, nothing has happened for me yet; I've been waiting for 22 days for my payout and 8 days for my verification.
I've sent at least 10 emails but never get a proper answer; it always says it needs to be checked.
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1 month ago
Dear Socke2708
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, Kubo ([email protected]). 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,
Tomas
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1 month ago
Translation
Unfortunately, despite repeated attempts, I still haven't received a satisfactory response via chat or email. I keep being told my documents are being reviewed. Sadly, no payments have been received yet. I've been waiting for almost a month now.
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4 weeks ago
Dear Socke2708,
It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.
If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.
In accordance with our standard procedure, I’d like to invite a representative from SupaBet Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.
Dear SupaBet Casino,
Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the reasons behind the delay in processing the player's withdrawal.
Thank you in advance for your cooperation and prompt response.
Best regards,
Kubo
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4 weeks ago
Dear All,
Thank you for your patience.
We have forwarded the details to the relevant department, so that they look into this further. As soon as there is an update, you will be notified immediately.
We sincerely apologize for the inconvenience caused. Rest assured, we are doing our absolute best to resolve the matter as soon as possible.
Best Regards,
Supabet Casino team
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4 weeks ago
Dear Socke2708,
Thank you for your patience.
As per the information provided by relevant department, the verification of your account is currently required to proceed with your request.
To complete this process, we kindly ask you to upload the necessary documents via our website. You can find the specific required documentation and access the upload page through your Account Profile section.
Specifically, we require the transaction history for the period October 11th to November 11th for the account number 539572**3671. This is needed to clearly view the deposit transaction made to us.
If you encounter any technical issues while trying to upload the files through the website, you may send the requested documents via email to our support.
If you have any additional questions, please do not hesitate to contact us.
Kind regards,
Supabet Casino Team
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4 weeks ago
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I have already sent this information several times via email.
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4 weeks ago
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So they can see how often I sent documents and received no response.
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4 weeks ago
Dear SupaBet Casino,
Could you please confirm whether you have received the requested documents and also provide an estimated timeframe for their review?
Thank you.
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3 weeks ago
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Today I received my first payment after a month. One payment is still pending. I would appreciate it being processed promptly, as I have been waiting for so long.
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3 weeks ago
Dear Socke2708,
We are pleased to inform you that all the pending withdrawal requests has been successfully completed and there are currently no outstanding requests.
Kind regards,
Supabet Casino Team
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3 weeks ago
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The money has been received, everything has been done, thank you very much.
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3 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Socke2708,
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,
Kubo
