Superb Casino - Player's withdrawal is delayed.

I have played at this casino for a long while and even had a withdrawal from them actioned within hours. But since I have tried to withdraw again, their true colours have emerged. They have not replied to ANY emails sent - ever - should have been a red flag. The chat service just fob you off with the same form replies and cut you off if you ‘hassle’ them. I have tried to appeal to their compassion but they don’t appear to have any so I must assume that they are well aware of the fact that they are working for a bunch of crooks. My withdrawal has been ‘awaiting’ since December 22nd!

Dear Stupido,

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. When did you make the last successful withdrawal and how many days did it take to be processed? Could you please confirm that you have passed the KYC verification?

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

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

Thank you very much in advance for your reply.

Best regards,

Kristina

The last successful withdrawal was the beginning of December and took a matter of hours. It was such a surprise that I continued to deposit and play believing this was the norm. I deposited real money and received a deposit bonus that I played through as per the rules. I was advised that even though I had a balance of 569 I could only withdraw 500 so I did expecting this to be done in the same timeframe.

I was sent a confirmation of the withdrawal request and it went from pending to awaiting in 2 days. There it has remained ever since. I have sent countless emails including to the ‘vip’ department but received NO reply to any of them. On the chat service they send me the same form response of 7-21 working days - weekends not included.

I read the terms and conditions and found no reference to this timeframe and asked them to show me where this is referenced- they fobbed me off with ‘ this is the standard timeframe’. I have asked other casinos about their withdrawal policy ( lucky charms was one) and got them to admit that they do the same thing but don’t tell you until you try to withdraw. On both sites the ‘processing time’ is 24-48 hrs.

I did indeed get my account verified immediately using ID

Same old same old

I have replied

Dear Stupido,

Unfortunately, I would like to inform you that since this casino has 15+ cases closed as "No Reaction Policy" we are forced to close your complaint as "unresolved". This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue however, the decrease in rating caused by unresolved complaints could change the casino's approach.

Regrettably, it seems to be a common practice of Superb Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our previous failed attempts to negotiate.

We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from this casino. I wish I could be of more help.

The casino can reopen this complaint anytime.