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 player had faced a nearly two-month delay in receiving multiple withdrawal payments from SupaBet Casino, with the account eventually being closed without explanation while a balance of €5,035 remained. Despite having submitted all verification documents and requested information promptly, the casino had provided only generic responses and delayed processing. After persistent communication and intervention by the Complaints Team, partial payments were made and the remaining balance was fully paid out, resolving the complaint.
SupaBet Casino - Withdrawal of player's winnings has been delayed.
Resolved
Our verdict
Case closed
Amount: €8,535
SupaBet Casino
Safety Index 7.4 Above averageCase summary
Discussion
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3 months ago
Translation
Dear Casino Guru Team,
I hereby file a complaint against Casino Supabet regarding outstanding payouts.
I have submitted a total of three payment requests:
- 11.04.: €500
- 12.04.: €500
- 15.04.: €500
All three payments have been marked as "open" ever since and have neither been processed nor paid out to this day.
My total balance is approximately €8,535.
I have contacted support multiple times. The responses consist solely of generic standard messages such as "the finance department is working on it" or "please be patient," without any concrete information regarding the processing status, the cause of the delay, or a firm payout date.
According to the information in my profile, verification is not necessary.
Despite this, there has been no progress or payment for over a week, only repeated standard replies without any concrete information.
I therefore request your assistance in clarifying this case and an official statement from the casino regarding:
- the current status of my payouts
- the cause of the delay
- and a binding payment schedule
- Ideally, immediate payout of the entire balance.
I already set a deadline of 72 hours for processing the payments. Without success.
I remain interested in a fair solution and am available for any questions.
Best regards
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3 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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3 months ago
Dear maxfresh,
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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3 months ago
Dear maxfresh,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
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3 months ago
TranslationDear Casino Guru Team,
Thank you for your feedback.
I hereby confirm that I have not received any payment to date.
My three withdrawal requests from April 11th, 12th and 15th are still in "open" status and have not been processed.
Furthermore, there is additional credit available which is to be paid out.
Furthermore, I haven't received any helpful feedback from the casino in the last few days. My inquiries are either answered with generic, standard replies or are currently not being answered at all.
I therefore request your support in further clarifying this case.
Thank you in advance.
Best regards
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3 months ago
TranslationDear Casino Guru Team,
Unfortunately, the payments have still not been made.
Payment requests dated 11.4.2026, 12.4.2026 and 15.4.2026 for 500 euros are still being processed.
Additional credit is available, as already mentioned, which cannot be paid out because the first payment requests are not being processed.
Were you able to achieve anything with the provider?
I only ever get the standard answers.
Thank you for your support
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3 months ago
Dear maxfresh, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you made any successful withdrawals before?
- Could you please confirm that you have passed the KYC verification?
- Did you accumulate your winnings with or without an active bonus?
- Did you play casino games or bet on sports?
- Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, 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.
Karla
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3 months ago
TranslationHello Karla,
Thank you for your message.
Here are the answers to your questions.
Have you ever successfully made a withdrawal?
-> Yes. A payout of 500 euros was successful.
Could you please confirm that you have passed the KYC verification?
-> Yes. I sent you the screenshot via email.
Did you achieve your winnings with or without an active bonus?
-> without bonus
Did you play casino games or bet on sports?
Both. Sports and casino
Could you please forward me your communication with the casino regarding the delayed payout? Please send emails or chat logs to my email address at karla.m@casino.guru Or post screenshots here.
I sent them the complete email history via email. I also documented all the chats.
Karla. What happens next?
18 days have already passed and no further payout has been made by Supabet.
Thank you so much for your support!
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3 months ago
Dear maxfresh,
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, (jakub.m@casino.guru). 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,
Karla Mayfly
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3 months ago
TranslationHello Kubo,
Has the casino responded yet?
The credit balance has still not been paid out.
Thank you for your feedback
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3 months ago
Dear maxfresh,
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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3 months ago
TranslationHello Kubo,
Today (May 4, 2026 - application for payment submitted on April 11, 2026) I received an email to verify my identity.
The email is attached as a screenshot.
Attached you'll also find a screenshot of the status from the last few days. I was never asked for verification.
Thank you so much for your support! 
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2 months ago
TranslationHello Kubo,
All verification documents have been submitted.
As of today, no payments have been made.
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2 months ago
TranslationHello Kubo,
Documents for verification were successfully uploaded 2 days ago.
No response to verification to date.
To date, the payment requests from April 11th/12th and April 15th, 2026 have still not been processed.
I am currently waiting almost a month for my balance to be paid out.
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2 months ago
Dear all,
thank you for contacting us.
We checked the case and wanted to let you know that the relevant department is informed and it will be checked as soon as possible. Once there is update you will be informed accordingly.
Thank you for the understanding!
Best Regards,
Team SupaBet
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2 months ago
TranslationLadies and Gentlemen
My payment requests from:
11.04.2026 (open for 28 days now)
12.04.2026 (open for 27 days now)
15.04.2026 (open for 24 days now)
As of today, May 9, 2026, these payments have still not been processed or paid out.
What is particularly striking is that no verification of my account was required until May 4, 2026. Only on that day was I suddenly asked to submit documents – that is, 23 days after my first withdrawal request on April 11, 2026.
All documents were submitted immediately. To date, there has been no feedback as to whether the account has been successfully verified or whether further documents are required.
Attached is a screenshot of my account's verification page.
Furthermore, customer service only responds with generic, standard replies. I receive no concrete statements, binding information, or verifiable processing status from Supabet.
The answers are the same as the answer here in the chat.
This behavior is unacceptable and by no means complies with the provider's terms and conditions.
A processing time of 3 working days is stated.
The current processing time is 28 days!
All inquiries and responses are documented and can be made available.
Kubo, Casino Guru, I request further support so that the case can be finally resolved.
Thank you 
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2 months ago
TranslationUpdate 11.05.2026
To date, the above-mentioned payment requests have not been processed.
The processing time is now 1 month.
Casino Guru. I request assistance in this matter.
Absolutely nothing happens.
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2 months ago
TranslationFive days have passed since Supabet's response.
To date, no payments have been made.
To date, no reasons have been given as to why the payments are not being processed.
Thirty-two days have now passed without the casino being able to give any reasons for the delay.
Customer service only responded with standard answers and could not provide any specific information.
@casino Guru: What happens next? Is there anything else I can do to get the casino to respond or pay out the balance?
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2 months ago
TranslationUpdate 14.05.2026
Three payments of €500 each were made.
Remaining balance 7035 euros
Payment requests are being submitted.
Please, no more 33 days of processing time. Thank you.
I will keep the case updated in the hope that the payments will be processed quickly.
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2 months ago
TranslationPlease leave the case open until the entire balance has been paid out.
Thank you so much for your support
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2 months ago
Dear maxfresh,
Thank you for your updates. I am pleased to hear that your payouts are in the process of being handled. Please feel free to keep us informed of any further developments.
Dear SupaBet Casino,
Would you be so kind as to confirm that all necessary checks have been completed and that the player's payouts will continue to be processed within the standard limits?
Thank you for your assistance.
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2 months ago
Dear all,
apologies for the delayed answer.
We can now confirm that the account is verified and the customer is able to request withdrawals. As we can see there are currently 3 pending withdrawals and we have now forwarded them to our relevant department for speed up.
If you have any other questions please do not hesitate to contact us.
Best Regards,
Team SupaBet
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2 months ago
TranslationDear Casino Guru Team,
Dear Supabet Team,
There are currently three pending payment requests of 500 euros each.
14.5/15.5/18.5.2026
Additional remaining balance €5k
Payouts are still very slow.
@supabet: I would be happy if the payouts were processed faster, at least according to the terms and conditions.
It would be very helpful if you could please process the payouts with priority, or if we could find a way to process the balance in one payment.
Thank you very much for your cooperation
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2 months ago
TranslationHello Kubo,
Supabet closed my account without giving any reason.
My request to close the account was also submitted.
Active balance in the account: 5035 euros.
Could you please continue to help me with this matter? Thank you very much.
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2 months ago
TranslationHello Kubo,
Update on the situation.
Three payouts were made today.
After that, my account with an active balance of 5035 euros would be closed.
When asked why? No concrete answer.
The following is the text from the provider:
Thank you for contacting our support team.
We are very sorry about your situation and apologize for the inconvenience.
We would like to inform you that your account has been closed due to an administrative decision and will not be reopened.
If you have any further questions, please do not hesitate to let us know.
Best regards,
Your customer service team
Dear Kubo,
Could you please support me in this case as soon as possible?
I have never experienced such a procedure before.
I was always assured that my money was safe and belonged to me.
Now this procedure.
I would like to conclude this matter objectively and ask for your support in ensuring that the remaining balance of 5035 euros is paid out.
many thanks for your support
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2 months ago
Dear maxfresh,
Thank you for your updates!
Dear SupaBet Casino,
Could you please clarify why the player’s account was suddenly closed while there is still a remaining balance on it?
Six days ago, you stated that the account verification had been completed and that the withdrawals would be processed. Could you please explain what has changed since then?
Thank you.
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2 months ago
TranslationHello Kubo,
On May 22, 2026, I was contacted and asked to provide information so that the remaining balance could be paid out.
I transmitted the information immediately on May 22, 2026.
To this day, I have received no information whatsoever regarding the status of the payout, nor have I received a transfer of the remaining balance.
The process has now been underway for almost two months in total.
The casino blocked my account without giving any reasons, thus depriving me of any possibility of making withdrawals personally.
Now the process of paying out the remaining balance is taking over a week, without me receiving any feedback.
I would like to bring this matter to a definitive close.
Kubo, could you please support me in this process promptly so that I can finally receive the credit balance?
Thank you
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2 months ago
Dear all,
thank you for contacting us.
We just wanted to let you know that we are checking the case and the account with the relevant department.
Once there is update you will be informed immediately. Thank you in advance for the understanding!
Best Regrads,
Team SupaBet
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2 months ago
Translation@supabet Team,
They assured me that the remaining balance would be paid out.
When will the payment be made?
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2 months ago
Translation@kubo
I thought the case would be resolved quickly, but Supabet is delaying and making false statements.
I would like to make this email available to you.
The email confirms the payout, but the money never arrived in my account.
To this day I have received no feedback as to why my account with a remaining balance of 5035 euros was blocked.
To this day, the remaining balance has not been paid out.
@supabet: I didn't want to make this email public, but due to your inaction, I'm doing it now so that the extent of the whole case becomes clear.
Payments delayed by over 1 month
Then the account was blocked without any explanation.
This was followed by false statements, refusal or further delay in the payment of the remaining balance of iHV 5035 euros.
I would like to bring this case to a close and hope for your cooperation and integrity.
Best regards 
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1 month ago
Hello maxfresh,
We would like to update you that due to Kubo, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kubo has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kubo will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
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1 month ago
TranslationUpdate 05.06.2026
Update on the current case:
My account was closed on May 20, 2026, without any prior warning. To this day, no specific reason for the closure has been given to me.
Due to the account being blocked, I was no longer able to submit any further withdrawal requests. At the time of closure, there was a remaining balance of €5,035 in the account.
To date, no further payment has been made.
The casino requested my bank details for a payout of my remaining balance. I submitted these details completely. Despite submitting them, I have received neither a response nor a payout.
The entire process has now been going on for almost two months without a satisfactory solution or transparent communication.
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1 month ago
TranslationUpdate 08.06.2026
No payout of the remaining balance
My account was blocked by Supabet two weeks ago without any explanation.
False statements by customer service and still no concrete statement on when the remaining balance will be paid out and why the account was blocked.
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1 month ago
TranslationUpdate 10.06.206
Still no payout and no concrete feedback from customer service.
Account remains blocked without explanation, therefore no possibility of independently requesting withdrawals or accessing the account.
Remaining balance 5035 Euros!!!
@kubo @casino Guru: Could you please help me with this case?
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1 month ago
Dear maxfresh,
I apologize for the delayed response on our side. Thank you for your continued updates.
Dear SupaBet Casino,
On May 19, you confirmed that the player’s account had been successfully verified and that withdrawals were possible. However, the following day, the player’s account was closed. Two days later, you contacted the player again requesting additional information.
Despite this, the payouts have still not been made. In the meantime, you informed us that the case was being checked again (May 28), and one day before this claim, you contacted the player stating that the payouts had been processed. However, this does not appear to be accurate.
Could you please review the player’s account thoroughly and resolve this situation without any further delays? We cannot continue going back and forth indefinitely, and if the matter is not handled promptly, we may have no choice but to close the complaint as unresolved.
Thank you in advance for your prompt attention to this issue.
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1 month ago
TranslationCurrent processing time for the payout of the remaining balance after account closure by the provider Supabet
21 days!!
I would like to keep the case as transparent as possible and maintain my credibility.
Initial contact for payment was made on May 22, 2026 (see attachment) 
All requested information was submitted on the same day.
As of June 11, 2026. The finance department is still processing the case (see attachment). 
I request final processing of my case and payment of the remaining balance of 5035 euros.
Thank you
Edited
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1 month ago
TranslationUpdate 15.06.2026
65 days!!! after my first withdrawal request (April 11, 2026), I am still waiting for my balance to be paid out. My account was closed on May 22, 2026, without any explanation .
I demand that you finally pay out the remaining balance!!
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1 month ago
TranslationI received confirmation of my payment requests via email today.
Thank you for that.
I request that the orders be processed immediately so that the case can be resolved positively.
Thank you very much for your cooperation.
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1 month ago
TranslationThe payment of €2535 has been processed and credited to my checking account. Thank you very much.
The second payment of €2500 is still pending. Thank you very much for the prompt crediting of the remaining amount.
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1 month ago
Dear all,
apologies for the delayed answer.
We can confirm that the balance of the customer is currently being withdrawn to his bank account.
Once everything is completed you will be informed accordingly.
Thank you for the understanding.
Best Regards,
Team SupaBet
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1 month ago
Translation@supabet: please make the final payment of 2500 euros.
then the case would finally be solved
Thank you
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1 month ago
TranslationJune 18, 2026
The last payment was made today.
Remaining balance: 0 euros
It's been very exciting what I've experienced in the last two months.
With patience and support, everything worked out.
@kubo thank you for your support
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1 month ago
Dear maxfresh,
I’m happy to hear that your issue has been resolved! I’ll mark your complaint as "resolved" in our system. Thank you for your cooperation. If you face any further challenges with this or any other casino, please feel free to contact our Complaint Resolution Center. We’re always here to help!
We hope you had a great experience with our services. Although we don’t charge fees or accept tips, your feedback is essential to us. If you could take a moment to share your experience on Trustpilot (link here), we would really appreciate it. Your honest review and any suggestions for improving our complaint resolution process would be invaluable, helping others who might need assistance.
Thank you for helping us improve!
Best regards,
Kubo
