Superb Casino - Player accuses casino of fraudulent activities.

Superb.bet are operating without a licence and are breaking numerous laws. Their support is a joke and are demonstrably a pure scam. They don't display their RTP, their licence badge and the one claimed is fake. I suspect they're cloned games too.

When withdrawing, there was no email confirmation despite it being claimed it was sent. Further, the additional terms they claim are on the email that are clearly designed to create more obstacles are not contained in the standard terms and conditions.

The Ecuraçao license is a sham and whilst I have accepted my loss to these criminals, I would really like to know how we can help others avoid the same situation in funding these repugnant and egregious methods of crime.

Dear jimjamjim,

Thank you very much for submitting your complaint. I want to inform you that we cannot make a case solely based on what you are describing. Sometimes you might get lucky and sometimes not; that's how casinos and casino games work. I would recommend reading our article about Payout ratio (RTP): https://casino.guru/learn-about-games-of-chance-rtp-variance.

Furthermore, within our review, we caution players regarding any potential obstacles and challenges they might encounter should they opt for this particular casino.

If you have more information that would help our case, please forward it to me. Unfortunately, at this time, if we don’t have any evidence proving that something unfair is going on, there is nothing we can do. Please do not hesitate to contact me if there is anything else, I could do for you regarding your complaint.

Best regards,

Petronela

Hello. I thought that by law, the games must display their RTP on the games. The issue is that these cloned games don't. Is the fact that this isn't displayed in the information pages enough proof that something is unfair or indeed, illegal?

I understand how the mathematics work, I'm not new to gambling. I mentioned the RTP solely because they have games that don't even display it and when playing, it's clear they don't behave as they do on other licenced sites.

To be honest, I fully understand your review highlights the issues I had, I just wanted to punctuate it to maybe help others avoid it in the future.

I have a withdrawal that has been pending for a long, long time and known they'll never pay me based upon how they have communicated and how they operate.

I have a £900 pending withdrawal, much like the similar complaint raised on the same day as my own. To merely point out that sometimes you win and sometimes you lose at a casino is a bit insulting.

Could you please clarify since when is your withdrawal pending? Was your account successfully verified already?

It is successfully verified, yes and we are now on day 19 pending.

Day 21 now

22

Thank you very much, jimjamjim, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear jimjamjim,

I've just reviewed your case and am sorry to hear about your delayed withdrawal. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Superb Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Could you specify if the withdrawal request was already processed from your side?

I'm looking forward to hearing from you. If you have any supporting evidence, please feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

As with the other pending 'investigation' here, they won't reply. It's literally a criminal enterprise. You'll say there's nothing you can do and they'll get away with it. Can you please just post my review, at least that might save one person from funding these insidious crooks. I'll continue to go through the financial institutions and godaddy, who host their sites.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Who is surprised they're absent?

Dear jimjamjim,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,