The player from Portugal had three pending withdrawals totaling 1,200€, but was unable to access the casino website, despite having tried on multiple devices. Additionally, he had not received any replies to his email inquiries. The Complaints Team had attempted to gather more information by reaching out for clarification, but the player did not respond to the inquiries. As a result, the complaint was rejected due to lack of communication. However, the complaint was later reopened at the player's request, and it was confirmed that all winnings had been paid out, leading to the issue being marked as resolved.
SupaBet Casino - Player's withdrawal is delayed due to website issues.
Resolved
Our verdict
Case closed
Amount: €1,200
SupaBet Casino
Safety Index:HighCase summary
Discussion
Public
Public
11 months ago
Translation
Good afternoon
I have 2 withdrawals of 500eur and a withdrawal of 200eur pending.
The website doesn't work, it just won't open. I've tried on 3 different computers and 2 cell phones but the site just won't open.
I've already sent an email but nobody replies either.
I don't know what else to do...
In the past I've successfully requested two withdrawals but now the website won't even open.
Automatic translation:
Public
Public
11 months ago
Dear gomalopes,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're facing. Please allow me to ask you a few questions to clarify your situation.
When was the last time you were able to access the casino website and tried contacting customer support?
Could you kindly send me a screenshot of the error you see when you try accessing the casino?
Could you please confirm if you passed the full KYC verification?
When exactly have you requested the withdrawal of your winnings?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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Public
11 months ago
Dear gomalopes,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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11 months ago
Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.
The player can reopen this complaint at any time.
Public
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9 months ago
We’ve reopened this complaint at the request of gomalopes. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
The player informed us that all the winnings were paid out.
Dear gomalopes,
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,
Veronika Fritz
Casino.Guru
