Superb Casino - Player's withdrawal has been delayed.

I made a withdrawal of 5000SEK on October 13, 2023, which superb.bet has still not processed. I also have 9000SEK remaining in the account, but you can only withdraw 5000SEK at a time.

I have contacted them many times but they are no longer responding.

I really need your help to get this money out!

Dear nolse86,

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 before? Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

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,

Kristina

Hello and thanks for the quick response!

Yes, my account is KYC verified, but have not made any withdrawal before. This was my first attempt. At first they said it would take 7-21 days but it didn't.

Haven't used any casino bonus either.

//nolse86

Thank you for your reply, nolse86. Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Hello again!

My withdrawal is in progress which you can see in the picture I have attached here:

Here is the history where you can see that the withdrawal is from October 13th and it has been saying that it has been ongoing since then:

Incidentally, I have redeemed the bonus so there is no problem.

They don't answer emails anymore, but at the beginning they said it would take between 7 and 21 days, but after that period has passed, you don't get any answers.

When I contact the live chat they just apologize and ask for my patience. Then they end the chat abruptly.

Please

nolse86

Thank you very much, nolse86, for your cooperation. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear nolse86,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Superb Casino representative to join this conversation.

Dear Superb Casino,

Could you please provide more information about this case?

Thank you in advance,

Mirka

Thanks Mirka!

Hope to hear back from Superb Casino!

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.

Dear nolse86,

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,

Mirka