HomeComplaintsSuprabets Casino - Player’s withdrawal has been delayed.

Suprabets Casino - Player’s withdrawal has been delayed.

Amount: $165

Suprabets Casino
Submitted: 20 Oct 2023 | Case closed : 16 Nov 2023
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

The player from Ecuador had requested a withdrawal prior to submitting this complaint. Unfortunately, his winnings hadn't been received yet. The player reported that his account had yet to be verified despite having submitted all necessary documents. The Complaints Team had extended the response time for the player by 7 days, however, due to the player's failure to respond, we were unable to investigate further and had to reject the complaint.

Public
Public
Translation

I created an account with Suprabets, won a bet, and want to withdraw. However, they told me I have to verify myself and despite sending all of the information, I'm still waiting for a response. They only provide an email for support but don't even bother replying. Additionally, why do they ask for verification when withdrawing but didn't require any when I deposited? I now feel swindled because they aren't giving me any guidance and I don't know how to proceed or who to reach out to.

Automatic translation:
Public
Public

Dear Vega,

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

Public
Public
Translation

They haven't verified my account yet and I've already sent all the documents and they don't tell me anything

Automatic translation:
Public
Public

Dear Vega,

Have you received your withdrawal from the casino yet?

Public
Public

Dear Vega,

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.

Public
Public

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

flash-message-reviews
User reviews – Write own casino reviews and share your experience
scamalert_1_alt
Casino Guru employees will never ask for your password or seek access to your casino or bank account.
Follow us on social media – Daily posts, no deposit bonuses, new slots, and more
Subscribe to our newsletter for newest no deposit bonuses, new slots, and other news