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: Supabet not paying €1500 in withdrawals — No concrete answer from support

Body:

I requested three withdrawals via MB Way from Supabet:

– €500 on June 27, 2025

– €500 on June 28, 2025

– €500 on June 29, 2025

All of them are still listed as "Under Review", and there has been no progress, no approval, and no actual timeline.

I have contacted support several times. They just keep replying with the same generic message, claiming they "have no access to the finance team".

I consider this unacceptable, as it has been over a week. I am now escalating the issue here with Casino Guru in the hopes that Supabet will act seriously and release the money I am owed.

I am providing screenshots of all pending withdrawals. I am willing to cooperate but expect a real response and immediate payment.

Dear player,

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 the 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

PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

My situation hasn't been resolved

I am making a complaint since what is written in the casino rules is that it takes up to 3 days to process the amounts.

I would also like to inform you that, to date, they have not solved my problem or provided me with a solution, they just send me pre-made answers, all of which look like copy pastes.

I have never been given a credible justification.

A minha situação não foi resolvida

estou a fazer uma reclamação visto que o que está escrito nas regras do casino é que demoram até 3 dias para processarem os valores .

informo ainda , que até à data não me foi resolvido o problema nem apresentado uma solução , apenas enviam respostas pre feitas , todas iguais parece um copy past .

nunca me foi apressntado uma justificação credível

Good morning .

the situation has still not been resolved . Always the same answers from the chat and emails without any concrete information.

I have 3 withdrawals pending, totaling 1500 euros, and to date no one has processed the amounts. Please help me as the lack of information from Supabet is really worrying and I no longer know what to do to get my money.

Bom dia .

a situação ainda não foi resolvida . Respostas sempre iguais por parte do chat e emails sem qualquer informação em concreto .

tenho 3 levantamentos pendentes , fazendo um total de 1500 euros, e até a data ninguém me processou os valores . Peço gentilmente que me ajudem pois a falta de informação por parte da Supabet é realmente preocupante e já não sei mais o que fazer para ter o meu dinheiro

Good afternoon . I'm less than a day away and no money has been processed yet. They haven't given me any specific information yet

I no longer know what to do

Boa tarde . Falta menos de 1 dia e ainda não foi processado qualquer valor . Não me deram ainda nenhuma informação em concreto

ja não sei mais o que fazer

The complaint deadline has passed and there's still no response from Supabet. They don't process the amounts ...

Já passaram o prazo da reclamação e continuo sem qualquer resposta da Supabet . Não processam os valores …

Dear player,

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.

None of the three surveys have been received. I still don't have concrete information about my situation.

they are saying that there has been a delay since June 29th and the amounts were processed on the 27th and 28th.

thank you for responding and for your help

Não foi recebido nenhum dos 3 levantamentos . Continuo a ter informações não concretas sobre a minha situação ..

estao a dizer que há atraso desde o dia 29 de junho sendo que os valores foram processados dia 27 e 28.

obrigado por ter respondido e pela sua ajuda

Good afternoon.

I don't understand what I have to do now.

basically 6 days have been added to my complaint and I don't understand what will be done now .

best regards

Boa tarde .

fiquei sem perceber o que tenho que fazer agora ..

basicamente foi acrescentado 6 dias a minha reclamação e fiquei sem perceber o que vai ser feito agora .

com os melhores cumprimentos

Dear player, 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?

Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at dominika.l@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.

Good afternoon

I have already sent you an email with all the information you requested

I look forward to hearing from you

regards

Boa tarde

já lhe enviei um email com todas as informações quem solicitou

aguardo uma resposta sua

cumprimentos

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear player,

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,

Dominika