The player from Germany had submitted a withdrawal request less than two weeks prior to contacting us. Winnings had not been obtained up to that day. The complaint was marked as resolved after the player confirmed the issue had been addressed. We closed the case based on the player's confirmation of resolution. The player was encouraged to reach out again if future issues arose.
SupaBet Casino - Withdrawal of player's winnings has been delayed.
Resolved
Our verdict
Case closed
Amount: €1,661
SupaBet Casino
Safety Index 7.9 Above averageCase summary
Discussion
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3 weeks ago
Translation
Good day, dear Casino Guru,
I spent a total of €1661 at
won SUPABET.
It has now been 14 days.
I have been waiting since June 3, 2026 for my payout of €1,500, divided into three amounts of €500 each, as this is the maximum payout per transaction according to your rules.
Furthermore, KYC verification seems to present another hurdle. Although the casino website states that verification is not required, I fear that documents could be requested subsequently, which would further delay the payout.
This seems to me like a deliberate delaying tactic, since the necessary documents could have been requested long ago if needed.
I have attached images/screenshots; could you please set them to private so that not everyone has access to them?
This shows that I had won a total of €1661.
Then I made 3 withdrawals, so I still had €161 remaining balance.
I discovered today that the €161 in my betting account has disappeared.
And the payouts still haven't been processed; according to the live chat, the response is that the finance department has been informed of the delay – the usual answers.
I hope you can help me and ask SUPABET casino for a statement.
Thank you in advance.
Automatic translation:
Public
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3 weeks 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 weeks ago
Dear Sanni267643,
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 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 Sanni267643,
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
