The player from Germany had been trying to withdraw a total of €1,400 since January 31, but her withdrawal requests were either canceled or remained unpaid. Despite consistent inquiries, she received only vague responses about a system update affecting payouts and demanded a clear explanation and a timeline for her payments. The issue was resolved after the player confirmed satisfaction with the outcome, leading the Complaints Team to mark the complaint as resolved. The resolution details were not specified, but the player confirmed the problem was settled.
SUPABETS Casino - Player's withdrawals are delayed and undelivered.
Resolved
Our verdict
Case closed
Amount: €1,400
SUPABETS Casino
Safety Index:Below averageCase summary
Discussion
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4 weeks ago
Translation
On January 17th, I requested a payment of €500.
On January 22nd, this payment was cancelled without my involvement. I only received an email about the cancellation, without any explanation or questions being asked.
On January 22nd, I requested another withdrawal. No money had arrived by January 31st.
On January 31st, I made another withdrawal and also won an additional €1,000.
In the following days, I requested daily withdrawals of €500 each (€400 on the last day), with the first withdrawal on January 31, 2026. None of these amounts have arrived to this day.
For days now, I've been getting the same answer in the live chat: that there's a system update and payouts can't be processed promptly at the moment. This explanation is no longer sufficient for me.
This involves a total of €1,400, not a negligible amount.
I therefore urgently request a concrete explanation, the current status of my payments, and a binding date when the money will be paid out to me.
Automatic translation:
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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
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?
- Could you please confirm that you have passed the KYC verification?
- Have you accumulated your winnings with the help of a bonus?
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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3 weeks ago
TranslationI've already withdrawn a few times, but smaller amounts. I'm also verified, and it wasn't a bonus.
Automatic translation:
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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 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,
Tomas
