SuperBoss Casino - Player’s withdrawal has been delayed.

07.07 I wanted to make a withdrawal of 1000 euros. They told me they need verification. I sent all the documents. They told me it should take 24 hours. After 24 hours I was told it should be 5-7 days. In those days I asked them what was happening and they told me it could take up to 21 days. My first money(around 1500 euro) was won from sports betting. After that I started playing casino. I currently have 4710 euros in the account. I am worried and think I am being lied to. Do you need account photos or something else? Should I wait another 8 days for the 21 days to pass.

Dear marchelo8989,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly.

• Could you please list which documents you have already provided and when exactly did you send the last one?
• Have you achieved your winnings with the help of a bonus?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Tomas

I send you my communication and uploaded documents in Superboss casino to your e-mail. I don't use any bonus.

I got an email today that I'm verified. 21 days ago I released 2 withdrawals. One of which says today that it is successful. The other one was canceled due to a bug in their system and I have to rerun it. The problem is that the withdrawal that was successful is not in my wallet. I asked for a hash number and they gave me a number that is not valid. I am sending you all the screenshots on the email you gave me.

Turns out they didn't give me the whole hash number. They just emailed it to me. They sent to an address that I did not specify. First time I had to get funds from them because I wasn't verified. Funds were also received from them at this address 18 days ago.

Thanks for your emails and update.

To your question. We help with issues related to online casinos. If it turns out an issue is related to sports-betting rules, we'll refer you to another service. I will provide you with the resources via email. Since this issue appeared to be KYC related we proceeded with the complaint.

• Has the casino acknowledged an error while paying out your winnings?
• Has the casino offered any solution to the problem and paid out your winnings to the correct address?

Superboss is one of the worst casinos and sites in general I've ever played at. They lied to me several times about the time they would verify me. When withdrawing, they sent the money to another (probably their) address. From the address the funds have already been moved, you can track this yourself because I have given you a link. They send me emails that don't explicitly say they are from them. They want me to confirm my withdrawal address by sending me an email, but nowhere is there a link or anything to confirm. These are all cheap cheap tricks and I don't know why your rating is so high when things like this happen. And yes most of the money won is from a casino and I don't see why you can't contact them and ask them about it. I can think of 1 possible reason for their high rating with you, hope I'm wrong.

I will write a complaint about the case not only to you, but also to many other sites in the sports betting and casino sectors.

The casino has not admitted its mistake. 19 days ago funds were sent from the casino to this (wrong) address. How can they be sent when I am not verified and there is no withdrawal in my account?

As for verification. I am a professional bettor. I have played on numerous sites and have withdrawn much larger amounts. Verification is much faster. I won't name sites, but I've played at the best in the business. No verification anywhere for 21 days. This is a simple procedure for the documents that need to be reviewed. But here my question is mainly related to casino winnings.

The answer to what happened came from them. And again, it doesn't surprise me. They send me the same link that I posted here a while ago as a confirmation that they sent me the funds in question.

At which point have you specified the specific address that was supposed to be used for withdrawals?

Could you please also send me the communication between you and the casino where you discussed the issue with the payout being sent to a different address?

Share the information in the form of screenshots here or send it to my email at tomas@casino.guru

I have sent a reply to your email.

At the moment: Superboss admitted their mistake and returned 500 euros to my account. They sent me a requested payment of 500 euros. But until I withdraw all the funds for me the case is not resolved.

We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Which payment method will be used for withdrawals?

If the issue persists, please share the acknowledgment from the casino here or to my email. My email is tomas@casino.guru

Dear marchelo8989,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

The case is resolved. I was able to withdraw all my funds. But I still think that what is being done by Superboss is not right. If I hadn't filed the complaint here, I don't know if I would have been able to get the funds. Thank you.

Dear marchelo8989,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru