Superb Casino - Player’s withdrawal has been delayed.

Have been waiting over three weeks for a withdrawal. Keep getting fobbed off with excuses presented as reasons why it’s taking so long.

Dear h6qyhcj96w,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals from the casino in the past?
• Could you please confirm that you have passed the KYC verification?

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

Hi Tomas

Thanks for getting back to me. This is my first experience with the casino so the first time I’ve sought a withdrawal.

My account has been successfully verified, I received an email to that effect the day after I requested my withdrawal.

Thanks

Murray

Thank you very much, h6qyhcj96w, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@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 h6qyhcj96w,

My name is Michal and I will be assisting you with your case. I would like to request the presence of a representative from the casino in this conversation.

Dear Superb Casino,

Could you possibly provide additional information regarding the withdrawal and clarify the situation?

Thank you in advance.

Respectfully,

Michal

Hi

What additional info do you require? The withdrawal was requested on 18 November and my account was verified the following day. And since then nothing has appeared in my bank account. It was for £318. What further clarification is required?

Murray

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.

Thanks. They are basically thieves and I’m inclined to report them to the police.

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,

Michal