The player from Lower Saxony requested a withdrawal prior to submitting this complaint. Unfortunately, the payment of their winnings was delayed. We ended up closing the complaint as ‘unresolved’ because the casino failed to reply.
Superb Casino - Player’s withdrawal was delayed.
Black points: 352
Amount: €2,050
Superb Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
1.8
Superb Casino has a Safety Index of 1.8, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
1 year ago
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1 year ago
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Hello, I made a first deposit of €40 and they gave me a %200 bonus. A total of €40+80=€120 with bonus money credited to my game account. I implemented the bonus and won €450 in real money 20€ paid in again %100 bonus got 20+20€=40€ credited to my game account I started to play straight away I won 1200€ I checked turnover that real money was shown+20€ bonus I asked where my turnover was they told me I have real money on it because the money I paid in won right away, but that happened here. I then wanted to cancel my first payout. All the total amount paid out together canceled €450 with the 3rd paid-in money won real money €1200 total amount together €1650 on it, had an account that played a little further €2100 made 2050€ paid out rest 50€ continued to play 30€ lost down to 20€ then I saw sales showed me 20€ bonus money on top of that also lost that's it
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1 year ago
Dear rohstein,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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1 year ago
Hello, I made a first deposit of €40 and they gave me a %200 bonus. A total of €40+80=€120 with bonus money credited to my game account. I implemented the bonus and won €450 in real money 20€ paid in again %100 bonus got 20+20€=40€ credited to my game account I started to play straight away I won 1200€ I checked turnover that real money was shown+20€ bonus I asked where my turnover was they told me I have real money on it because the money I paid in won right away, but that happened here. I then wanted to cancel my first payout. All the total amount paid out together canceled €450 with the 3rd paid-in money won real money €1200 total amount together €1650 on it, had an account that played a little further €2100 made 2050€ paid out rest 50€ continued to play 30€ lost down to 20€ then I saw sales showed me 20€ bonus money on top of that also lost that's it
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1 year ago
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That's not true what casinomager says 🤨 from Casino customer service: Senna
8.3.1 If a player's accumulated lifetime deposit is not greater than €200, the player may only withdraw up to 10 times their last deposit. (Any excess amounts will be forfeited) 8.3.2 If a player's single withdrawal or cumulative lifetime withdrawals is 5 times or more the value of their lifetime deposits, the withdrawal will be issued in increments of 5,000 credits per week. The remaining amount will be credited to the player's account until the player is eligible for another withdrawal. The lifetime deposits calculation excludes all deposits made after the withdrawal request. This clause will be applied at the discretion of the casino management. This clause does not apply to withdrawals of progressive winnings.
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1 year ago
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Casino manager deleted my account all winnings only 200€ credited to my game account I can withdraw 200€??🙋
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1 year ago
Thank you for your reply, rohstein. Do I understand correctly that the casino reduced winnings accumulated with a real money deposit (without any active bonuses)?
Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.
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1 year ago
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First deposit 40€ with bonus money I turned over at the end 450€ that was the 3rd deposit also with a bonus 20€ deposited 40€ credit for the game started immediately 1200€ won But casino customer service told me I can pay out 1180€ 20€ minus I'll do it because it's a bonus
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1 year ago
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That was first deposit with active bonus converted €450 won the sum paid out standing payout then 3rd deposit also played deposit with active bonus but game won €1200 at the beginning I asked live chat where is the 3rd deposit active bonus history because I wanted to see turnover much is still they told me that there is still real money I made profits for it I canceled standing payment from 3 deposit with active bonus together 450 € 1st deposit 40 € with active bonus converted + 3 deposit 1200 € = 1650 € played 2100€ made 2050€ paid out Casino Manager only accepted withdrawal history saw 1850€ reduced deleted 200€ game account credited back I am allowed to withdraw 200€ Max. Told me
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1 year ago
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3rd deposit €20 bonus €20 total €40 with active bonus I wanted to say
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1 year ago
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From: Superb
Sent: Saturday, April 22, 2023 6:22:37 PM
To: murat t***
Subject: Re: User's feedback.
Hi
Hello,
You started winning before you even spent your real money and kept winning, so the bonus money is intact. This means you have spent the bet but you have not played with the bonus money and you need to convert it.
Sincerely, Katie
Customer Support Team. That writes from Casino superb.bet.de
Edited by a Casino Guru admin
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1 year ago
Thank you very much, rohstein, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@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.
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1 year ago
Hi rohstein,
I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Superb Casino to the conversation to participate in the resolution of this complaint.
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1 year ago
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.
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1 year ago
Hi rohstein,
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,
Peter
