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

Hi there,

I have about €25,000 in my account, which I want to withdraw little by little.

I have three pending unverified withdrawals of 800 each. From October 1, 3, and 7. They're supposed to accept withdrawals within three days...

In my case, I have not been asked for identity verification.

I talk to them every day and they tell me they have a lot of withdrawal requests and they're working on it... Anyway.

Hola buenas,

Tengo unos 25.000€ en mi cuenta, los cuales quiero ir retirando poco a poco.

Tengo tres retiros pendientes sin verificar de 800 cada uno. De los días 1, 3 y 7 de octubre. Se supone que aceptan las retiradas en 3 días…

En mi caso no me han pedido verificación de identidad.

Les hablo todos los días y me dicen que tienen muchas solicitudes de retiradas y que están en ello… En fin.

Dear Michael125,

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.

Still unresolved

Sigue sin resolverse

They haven't asked me for any verification. They say they're working on the withdrawal request process. It's been more than 14 days now.

I played roulette and this is the first time I've requested a withdrawal.

Could you please mention or add the Supabet agent to the thread…?

Thank you very much for your help!

No me han pedido verificación ninguna. Dicen que están trabajando en el proceso de solicitud del retiro. Más de 14 días ya.

He jugado a la ruleta y es la primera vez que solicito una retirada.

Podríais mencionar o meter en el hilo al agente de Supabet por favor…?

Muchas gracias por vuestra ayuda!

15 days already... could you please bring the Supabet manager into the conversation...?

thank you☹️

15 días ya… podríais meter en la conversación al encargado de Supabet por favor…?

gracias☹️

Dear Michael125,

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.

Hello Attila,

Nothing at all. Everything's the same. I haven't received my money, nor have they accepted my withdrawal requests yet.

Thank you

Hola Attila,

Nada de nada. Sigue todo igual. No he recibido mi dinero ni han aceptado todavía mis solicitudes de retirada.

Gracias

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Romi (romana.r@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello,

My name is Romi, and I will be assisting you with your case. I would like to request the presence of a representative from the casino in this conversation.

Dear SupaBet Casino,

Could you possibly provide additional information regarding the withdrawal and clarify the situation?

Thank you in advance.

Respectfully,

Romi

Dear Michael125,

Thank you very much for your message and for your patience.

We would like to kindly inform you that all your previously pending withdrawal requests were successfully processed on the 16th October, and we can confirm that there are currently no outstanding requests in our system.

Please allow a short time for the funds to appear in your account, depending on your payment provider’s processing time.

We truly appreciate your understanding and cooperation.

Kind regards,

Supabet Casino Team

Thank you, SupaBet Casino, for the update.

Dear user,

Please let us know whenever you receive the withdrawal.

Best regards,

Romi

Dear Michael125,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Romi
Casino.Guru