SuperNopea Casino - Pelaajan hyvityspyyntö on viivästynyt.

30.5.2025 - I requested a refund from SuperNopea Casino on responsible gambling grounds, since I had self-excluded due to a gambling addiction.

Their support team acknowledged the refund, and I provided my IBAN on June 11, 2025.

Since then, I’ve received only vague replies like "we will contact you when we have more info." As of June 16, I have:

- No confirmed refund amount

- No payment processing date

- No proper updates

I’m deeply disappointed by the lack of communication and responsibility from the casino, especially in a case involving self-exclusion and gambling addiction.

I request Casino Guru to help me get my refund processed. I’m ready to provide chat logs and email screenshots if needed.

Dear Hatjen,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with SuperNopea Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• Could you please forward your initial self exclusion email to katarina.d@caisno.guru?
• Could you also include all communications you have had with this casino regarding this matter? This includes emails, live chat transcripts, and any accompanying screenshots.

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.

Best regards,

Katarina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

I have sent the requested screenshots and communication history via email as instructed. Please let me know if anything else is needed.

Dear Hatjen,

thank you for your emails.

I have read through your emails. It seems the casino is working on the refund. Is there any update regarding this, please? Do you have a full access to your account, please?

Looking forward to your reply,

Katarina

Hi Katarina

The refund is currently waiting for one final internal approval before it can be processed. I’m not sure from which exact date this approval process started, but it has been pending for some time now without further updates or payment.

As for the account, I no longer have access, my self-exclusion request has been confirmed and applied by the casino, so the account is currently blocked.

Today I contacted their support again and  I received the exact same response as before – that they are still waiting for an update from the relevant department

It has now been over three weeks with no final resolution. I would really appreciate it if you could apply more pressure, as this situation is becoming unreasonably delayed and mentally exhausting

Hello,

Today marks two full weeks since my bank details were confirmed, and later this week it will be one full month since I submitted my refund request. Despite multiple follow-ups, I have still not received any concrete update from the casino regarding the payout.

I find it very difficult to understand why this process is still dragging on. I kindly ask you to follow up with the casino and check the status of the payment.

Thank you in advance for your help!

Hi,

I wanted to give you an update regarding my complaint. I received confirmation from the casino that the refund was approved and my bank details were reconfirmed again on 25 June. However, the payment has still not been processed, and I’m concerned about further delays. 

I’ll inform you as soon as the payment is made.

Dear Casino Guru,

I would like to inform you that I have received the agreed refund from the casino. The issue has now been resolved, and you may close the complaint.

Dear Hatjen,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Katarina

Casino.Guru