Supernova Casino - The player's withdrawal is delayed.

I have been trying to collect my winnings since 4/27/22 and it is now 5/24/22. I have submitted everything they have requested multiple times. I have provided my Bitcoin address several times. I keep getting the "We have a 7 day time period in which to check into it".

I knew better than to play there again, so I am upset with my own judgment, as well.

They say that I just requested my payout on 5/20/22. Again, not true. I have requested it multiple times. It's not my nature to wait almost a month before requesting my winnings.

Any help you can provide would be gratefully appreciated!

Hello Jaxson59,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Supernova Casino. Please allow me to ask you a few more question before we would move forward.

Is this your first withdrawal request in the casino? Is your account already verified and if yes, since when? Did you use any bonus to accumulate your current winnings?

Please note that it might take up to 14 days after finishing the verification to receive your first withdrawal.

Looking forward to your answer.

Regards,

Nick

Hello Nick,

Thank you for your assistance! This is my first withdrawal and my account has been verified. I don't remember what day it was verified but I received withdrawal information from them on 4/27/22. It didn't mention anything about verifying my account, so maybe I did it before that. I have the email if you need to see it. I did use a bonus, it was a free chip and I did complete my wagering.

Again, thank you!

Hello Jaxson59,

Thank you for the additional information. I will now forward your complaint to my colleague Adam who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Jaxson59,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Supernova Casino to join the conversation and participate in the resolution of this complaint.

Dear Supernova Casino,

Can you please provide an update on the status of the player's withdrawal?

Kind regards,

Adam

Thank you for your help!

Well, it's funny they didn't send you screen prints of the many other email conversations and live chats that we had. I will be happy to send you all of the emails going back to 4/27/22, on which date I sent in my documents. If you would like to see them, please let me know how to get them to you privately (I don't want my email address, etc., viewable to others).

Thank you!

Thank you for your response, Supernova Casino.

Dear Jaxson59,

Please feel free to forward anything you feel may be relevant to my e-mail address, adam.m@casino.guru.

Is your withdrawal now being processed?

Hello Adam,

I just got paid today. I thank you for your assistance. Without you, I highly doubt this would have happened. Again, you and Casino Guru rock!

Dear Jaxson59,

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

Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Kind regards,

Adam