The player from Lower Saxony submitted a withdrawal request less than two weeks prior to contacting us. Winnings haven’t been obtained up to this day. The complaint was closed because the player submitted 2 complaints about the same issue.
Withdrawal of player's winnings has been delayed.
Amount: €2,050
superb.bet/de/
Submitted: 27 Apr 2023 | Case closed : 27 Apr 2023
Case closed
Our verdict
Other
REJECTED
Case summary
1 year ago
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Public
1 year ago
Translation
I paid out 2050€ Casino Manager deleted my won profit 1850€ 200€ credited to my game account Reason is bonus conditions last deposit x10 can pay said but problem is I made first deposit 40€ played with bonus money and bonus fully implemented at the end 450€ won paid out the amount would be outstanding then deposited again €20 played with bonus money game at the beginning €1200 won I wanted to see the history and bonus turnover would not have been shown because customer service told me I won real money I can withdraw, I have a standing payment canceled €1650 continued playing €2100 made €2050 paid out €50 lost game account zero€ pending payment €2050 next days checked accepted shown next day manager canceled deleted win back €200 credited to game account
Automatic translation:
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1 year ago
Dear rohstein,
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
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1 year ago
We have noticed that you have submitted two complaints about the same issue, therefore, I am forced to reject this one. Your other complaint will remain open, so from now on, please reply only to that thread. I would like to kindly ask you to always submit only one complaint about each issue. Thank you very much for your understanding.
