SupaBet Casino - O jogador acredita que o seu pagamento foi atrasado.

Dear Drgaga,

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

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

My problem is not solved!!

The bank is asking for the appropriate document in order to pay me the money. Supabet is giving me vague answers, in the sense that they understand the problem, but they are not sending me the requested documentation, i.e. who, when and how much money was sent to me for payment!!!

Moj problem nije rešen!!

Banka traži odgovarajući dokument, da bi mi isplatila novac. Supabet mi daje neodređene odgovore, u smislu da razumeju problem , ali mi ne šalju traženu dokumentaciju tj ko, kada i koliko novca je poslato meni za isplatu!!!

Dear Drgaga,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Sir,

thanks for your interest. The money was transferred to my bank, however, the bank is asking for an official document with information about which bank, address, IBAN, paid the money, because without it they will not release the money to my account.

I have contacted Supabet several times, but until today I have not received the requested document! I get vague answers, in the sense that they understand my problem and thank you for your patience, but nothing specific!!

Is it possible that I can't get that document, about the origin of the money?

There, I am addressing you, and I will do the same to the regulatory body!

Thanks in advance for your engagement regarding my problem!

D****** M********

Dear Drgaga, thank you for the information. In order for us to better understand this issue, could you please send us a document or screenshot confirming your banks request?

You can reach me email at attila.g@casino.guru, or post screenshots here. I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your cooperation.

Dear Drgaga,

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.

I sent it to them right away, but I still haven't received any response, and no money!

Ja sam im dostavila odmah, ali još uvek nemam nikakav odgovor, a ni novac!

Dear Sir/Madam, my bank could not pay the money, because in Serbia they prohibit games of chance from abroad.

Therefore, the bank returned the money to Supabet, i.e. their bank, and I sent it all to customer support with a corresponding letter.

A week has passed since then and I have no answer!

Poštovani, moja banka nije mogla da isplati novac, jer u Srbiji zabranjuju igre na sreću iz inostranstva.

Stoga je banka vratila novac Supabetu tj njihovoj banci i uz odgovarajući dopis ja sam to sve poslala korisničkoj podršci.

Od tada je prošlo nedelju dana i nikakav odgovor nemam!

Dear Drgaga, thank you very much for your response. Could you please confirm whether you have contacted the casino in regards to this issue? If so, have they responded to your inquiry?

Please attach your conversation here, alternatively you can reach me via email at attila.g@casino.guru.

Thank you in advance for your reply.

Dear Sir/Madam,

Of course, I contacted the casino immediately. When the money was refunded, they placed it in my account as a deposit, not as a withdrawal!

After that, they closed my account and now I can't log in because the account is under review!!!

Poštovani,

Naravno, odmah sam kontaktirala kazino. Kada je novac vraćen, oni su ga postavili na moj nalog kao depozit, a ne kao novac za isplatu!

Nakon toga su mi zatvorili account i sada ne mogu da se ulogujem, jer je account under rewiev!!!

Dear Drgaga,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej (matej.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila G.

Hello Drgaga, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the requested pay out. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of SupaBet Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s withdrawal request is being processed longer than usual? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Dear Sir/Madam,

Thanks for contacting us.

When I sent the money for payment, I waited ten days for it to be transferred to my bank. The bank refuses the payment, because it is forbidden to play in foreign countries in Serbia. They return the money to Supabet.

Then, Supabet presents that amount as a new deposit and asks me to twist that BiH demanded the payment.

I explain that it is my winning money, not a new deposit!

Then they block my account and it's been going on for more than 10 days now!

They don't answer my emails.

By the way, this whole situation dates back to October 13!!!! Which is outrageous!

Thanks in advance for your help!

I will send the documentation to your email.

Kind regards,

Dragana Milosevic

Poštovani,

Hvala na javljanju.

Kada sam poslala novac na isplatu, čekala sam desetak dana da prebace u moju banku . Banka odbija isplatu, jer je u Srbiji zabranjeno igrati u stranim zemljama. Oni vraćaju novac Supabetu.

Zatim, Supabet taj iznos predstavlja kao novi depozit i traži da izvrtim, da BiH zahtevala isplatu.

Objasnim da je to moj dobijeni novac, a ne Novi depozit!

Zatim mi blokiraju nalog i to traje već više od 10 dana!

Na mejlove mi ne odgovaraju.

Inače cela ova situacija datira od 13.10.!!!! Što je nečuveno!

Hvala unapred na pomoći!

Dokumentaciju ću Vam poslati na mejl.

Srdačno,

Dragana Milošević

Hello all,

Dear Drgaga,

We kindly inform you that we have forwarded the issue to our payments team and we will have updates for you as possible regarding the matter.

Thank you for your patience and understanding.

Best regards,

Supabet casino team

Dear Drgaga, do you have an account with a different payment provider other than your bank? If you have a crypto wallet, they could transfer your winnigs there, and that would make everything much easier and faster. Neteller, Skrill, Revolut and MiFinity are also an option, alongside others. Please let us know if you can receive money in a different way than your bank account. Thank you.

Dear Sir/Madam,

I have Skrill.

If necessary, I'll do whatever you think will go fastest.

Thanks for the quick response!

Poštovani,

Imam Skrill.

Ako treba, napraviću šta god mislite da će najbrže ići.

Hvala na brzom odgovoru!

Dear SupaBet Casino, would it be possible to send the money to the player via Skrill? Is there anything that needs to be done to initiate the withdrawal that way? Thank you.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Drgaga,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Matej