Superb Casino - Player's withdrawal and account access blocked by casino.

I won £127 with superb.bet. Contact support@superb.bet and initiated the withdrawal 29/09/23. The company have made excuse after excuse of staff shortage, Strict compliance with checking all winning bets etc and I find myself in a field of many; https://uk.trustpilot.com/review/superb.bet

Obviously on yours too.

Their own website is very well presented. But upon research they aren’t, as they claim to be, a member of curaçao’s gaming board and hold no masters licence. They are owned by WinBet NV and their website is. https://www.superb.bet/ . How do I tackle them from the U.K. with regard to actually getting this payment. They have now barred me from entering my account with no explanation too. I think I’ll just have to write it off, but who can I complain or you do it for me so the word is spread that this is an illegal betting site in the U.K.? 

Many Thanks 

David Locker

Dear davidlocker0,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Superb Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked?
• Do I understand correctly you have been waiting for your payout since before October 5th?
• Have you received any justification as to why your account was blocked and the payout delayed?

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,

Tomas

Dear davidlocker0,

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.

Dear davidlocker0,

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.

My withdrawal was initiated on 29/9/23. I had been a member 3 months but rarely used it. 2 deposits actually. I won the £127 on one of their 50 free spins promotions; of which I completed the play through. Excuses appeared via copy and paste 1) the payout team are extremely busy at the moment 2) They have to thoroughly check each bet 3) They will send an email to hurry them up x 7 4) told after 2 months to have patience 5) Subsequently they said they had an unusual amount of bets to check 6) staff shortage 7) staff on holiday.

I was then told that they had closed the account due to instructions from senior management, on which they would not elaborate. Now I get no response.

My Account was blocked on 21/11/23.

Thank you very much, davidlocker0, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. However, I would like to warn you that it seems to be a common practice of Superb Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

Hello, davidlocker0!

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!

Thanks. I don’t anticipate a response, bit I do hope your efforts bare some fruit

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.

If you look in trustpilot. You will see everybody has had the same experience as me. So I doubt you will hear anything at all

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