HomeComplaintsSuperb Casino - Player’s withdrawal is delayed.

Superb Casino - Player’s withdrawal is delayed.

Black points: 384

Amount: £2,000

Superb Casino
Safety Index:Very low
Submitted: 24 Jun 2024 | Unresolved : 25 Jun 2024
Unresolved Our verdict

No reaction policy, passive regulator

UNRESOLVED

Case summary

4 months ago

The player from the United Kingdom requested a withdrawal on May 11th and had not received the payment after 6 weeks. Daily live chat contact was unhelpful, with the financial department cited as responsible for the delay. The complaint was closed as unresolved because the casino had a history of non-cooperation, evidenced by over 10 similar cases with no response. We recommended staying away from this casino due to their lack of communication and resolution efforts.

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4 months ago

I made a withdrawal on 11th May and have still not received any payment. I have contacted live chat every day for the last 2 weeks and they keep stating it is up to the financial department to process the withdrawal and being very unhelpful. Please try to sort this out for me

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4 months ago

Dear Ogggggggg, 

Thank you very much for submitting your complaint. I’m sorry to hear about the issue with your withdrawal and understand your concern. However, I’d like to emphasize that we received many complaints about delayed withdrawals from this specific gambling establishment. Regardless of many submitted cases, the casino decided to have a No Reaction Policy approach to all our attempts to negotiate any kind of issues.  

I can only imagine how frustrating it must be waiting for your money and not having any feedback about when you’ll receive it and I also genuinely hope that your winnings will be sent to you eventually. 

Could you please forward a screenshot of your withdrawal request to veronika.l@casino.guru?  

Thank you in advance for your cooperation and reply. 

Best regards, 

Veronika

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4 months ago

I have forwarded my withdrawal request to the above email

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4 months ago

Dear Ogggggggg,

Unfortunately, we have come to a point where we are not able to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation, however, this one has 10+ cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us. 

Sadly, 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, we have no other choice since it seems to be a common practice for Superb Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our 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 resolving any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from Superb Casino. I wish I could be of more help. 

The casino can reopen this complaint anytime. 

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