Superb Casino - Player's withdrawal is delayed.

Hi, I have submitted a withdrawal request for $3000 AUD via bank transfer on 10/11, and on Superb website, it’s claiming that the withdrawal will be processed 24-48 hours. When I have submitted the withdrawal request, they change the estimated waiting time is now 7-21 working days, and I have been waiting till now still no update about my withdrawal request. It’s a very unfair, dishonest and unacceptable behaviour. I would like to submit this complaint and try to get help on my withdrawal request. Thank you very much!

Dear Henryhe,

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?
• Have you accumulated your winnings with the help of bonuses?

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 Thomas,

Thank you very much for responding to my complaint and try to offer helps.

1. Unfortunately, I haven’t received any successful withdrawal from Superb Bet before.
2. I can confirm that I have successfully passed and finished the verification process. I have the confirmation Email from SuperB about passing my verification as evidence.
3. I have NOT accepted any offer of bonus, so all of my winnings were accumulated from my real money deposit.

Hope my answers can help. Again I do really appreciate your helps and hopefully all of the victims of such dishonest and unfair terms can take back what they were owed by this despicable Casino.

Kind regards,

Wei ***

Thank you very much, Henryhe, 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. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello Henryhe,

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

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 Henryhe,

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