Supraplay Casino - Player’s winnings haven’t been received yet.

Hello.

Yesterday (then today) I managed to run up a balance £1300 playing Big Bass: Secrets of the Golden Lake.

i won this on my 2nd deposit using a bonus which was long since wagered. My balance was free and not locked by a bonus of any kind.

the issue I’m having is more of trying to even make a withdrawal.

i deposited using Apple Pay via my Mastercard, but the withdrawal options only show crypto methods.

I attempted to make a withdrawal using Bit Coin (having to go to the effort of creating a crypto wallet), to then be told as I didn’t deposit using crypto then I can’t withdraw via crypto.

the question is how do I get my winnings? I’ve raised it with their support who allocated me a case number and are looking into it as Bank Transfer and Card Payment should be available.

the other issue is getting verified, I verified my ID and proof of address just fine but they want a proof of deposit requiring the following:

Amount

Date

Time

Name

Account No:

Reference (?)

The evidence I provided demonstrated all of the above except a reference which isn’t showing, in fairness I think this is due to the deposit still ‘Pending’ in my account so a reference may show on my statement in the next day or so.

all in all, I’m just worried of some fuckery here that I won’t get my winnings, anybody had experience with the SupraPlay/Amonbet casinos?

thanks for any help.

Dear Helterskelter22,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Case is closed I received winnings

Dear Helterskelter22, 

I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you. 

As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues. 

Thank you so much for your time. 

Best regards, 

Casino.Guru