The player from Germany had submitted a withdrawal request less than two weeks before contacting us. Winnings had not been obtained up to that day. The delay in withdrawal processing was acknowledged as common, often due to pending KYC verification or high withdrawal volumes. The player was advised to wait at least 14 days before escalating the issue. The complaint was marked as resolved after the player confirmed the issue had been settled.
SupaBet Casino - Withdrawal of player's winnings has been delayed.
Resolved
Our verdict
Case closed
Amount: €4,500
SupaBet Casino
Safety Index:HighCase summary
Discussion
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2 months ago
Translation
Good day, I am asking for your help. Last time the same thing happened and I contacted you. After one day I received my money, but this time I don't want to wait another two weeks.
The issue is that I have a total of €4500 in my account. Currently, I can only withdraw €500 per day and a maximum of three withdrawals simultaneously. On February 28th, March 1st, and March 2nd, I withdrew the first €1500 and still haven't received it. There are another €3000 I need to withdraw. I'm verified, and the first two or three times I received the money within two days, but since then, there's been a delay every time.
Please help! Thank you in advance.
Automatic translation:
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2 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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2 months ago
Dear Rr98,
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 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 by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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2 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 Rr98,
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,
Karla
