Superb Casino - Player's withdrawal of £1,700 is delayed.

Requested a withdrawal of £1,700 on 18/11/23, played with no bonuses or free gifts - now exceeded the 21 working days which they state it takes to check all withdrawals. Every time I open up a live chat, it's the same response, they're clearly just bots

Thank you for bringing this delay to our attention. I understand this may not have been easy to do and I am so sorry we frustrated you. I will email our finance team asking for updated information on your case. We will let you know as soon as we get the feedback. I am very sorry for the inconvenience.

I hear nothing back via email.

Dear ben263,

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?

Thank you very much in advance for your reply.

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 800 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

No successful withdrawals in the past, and yes I'm verified KYC

Thank you very much, ben263, for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@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.

Dear ben263,

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

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 ben263,

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