Supraplay Casino - Player’s withdrawal has been delayed.

So I did get a max win on a 4 euro bet in gates of Olympus.

problem is the casino is from Costa Rica and I do life in the Netherlands.

can you plz advice me what to do next? Since the chance exists that I won’t get payed offcourse?

supraplay is the casino owned by forta prima srl

Dear Amnesys,

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.

Oke Nick thanks for the quick reply.

i needed to upload some more documents

i was verified already.

but now they needed more.

even a selfie with a id in hand.

i needed to make that picture 10 time again and again.

i had witrawn 8000 euro before without any effort.

but 20000 euro is a bigger amount offcourse.

i just want to know do are there any cases for Supraplay not paying a big win?

since i did read bad reviews on Trustpilot

So I did receive 8000 today.

now I was told to wait until 5 November to make the next witrawal.

12000 left to witrawn

now suddenly all pragmatic play slot are not working anymore saying my country had been restricted which is not.

even in my country legit casino use pragmatic play slots.

so I hope they won’t don’t something like avoid my winning based on this fact.

solved

Dear Amnesys, 

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