The player from Germany has experienced a withdrawal delay from a casino since July 25, 2023. The customer service mentions that the finance department is reviewing his transaction, but it's been over a month despite several previous successful withdrawals.
Superb Casino - Player experiences withdrawal delay.
Black points: 148
Amount: €600
Superb Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
7 months ago
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8 months ago
Translation
I made a withdrawal on 25.07.2023 and it is still pending. I contacted customer service and they told me the finance department is reviewing it. It's been over a month now. Usually, I've withdrawn money 3-4 times.
Automatic translation:
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8 months ago
Dear rohstein,
Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that the withdrawal is still pending inside your account without being processed? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?
It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but more than a month is an unusually long time.
Could you please advise if your previous problem was resolved?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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8 months ago
Translation
Always the same answers They told me: We have checked our system regarding your withdrawal request and your application is still being examined by our responsible departments.
You must be sure that everything with your game and transaction history is as it should be according to the rules for verification of the withdrawal request. In some parts there may be delays in verification.
Automatic translation:
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8 months ago
Thank you very much, rohstein, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of Superb Casino to ignore us in our attempts to mediate any kind of issue. Regardless of some unresolved complaints marked "No Reaction Policy" we keep on trying.
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8 months ago
Hello, rohstein!
Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.
I would like to invite the casino to give them a chance to explain their side of the situation.
Thank you!
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7 months ago
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.
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7 months ago
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. I will close the complaint as "unresolved" which will decrease the casino rating. I understand this isn't a satisfactory solution to your issue. However, the change in the rating caused by unresolved complaints might 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. Also, the casino is not licensed, so I cannot recommend you to contact any Gaming Authority. Please let me know if you need help with anything regarding the case or if casino will try to contact you (pavel.k@casino.guru). I am sorry I could not be of more help.
Best regards,
Pavel K
Casino Guru Team
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