SupaBet Casino - O pagamento do jogador foi atrasado.

Hello. I won €3300 at Supa Bet and have now been waiting for 13 days for the first €1500. After multiple emails, I keep getting the same answer: I should be patient, but almost two weeks? With many other providers, I wait a maximum of two days. I would appreciate clarification. Regards

Hallo. Habe bei supa bet 3300 Euro gewonnen und warte nun seit 13 Tagen auf die ersten 1500 Euro. Nach mehrfachen Mails immer wieder die gleiche Info, ich soll mich gedulden, aber fast zwei Wochen? Bei vielen Anbieter warte ich höchsten zwei Tage. Ich bitte um Klärung. Mfg

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.

Dear Schkarrozz0407,

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

Dear Schkarrozz0407,

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 Karla. Thank you for the quick and friendly reply. Unfortunately, I still haven't received a payment or an email confirming it's being processed. And for over two weeks now, the response has been the same: I should be patient. Regards

Hallo Karla. Vielen Dank für die schnelle und freundliche Antwort. Nein leider immer noch keine Auszahlung bzw Mail das diese durchgeführt wird. Und als antwort seit über zwei Wochen nun immer die gleiche ich soll mich gedulden. Grüße

Hello. Did you receive my reply, or why am I no longer receiving an update from you?

Regards

Hallo. Haben Sie meine Antwort erhalten bzw warum bekomm ich auch von Ihnen keine Antwort mehr zum aktuellen Stand?

Mfg

Dear Schkarrozz0407, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@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 reply.

Karla

Hi Karla. No, this is the first withdrawal. Yes, the KYC is fine. The winnings were from sports betting, without any bonus. Communication was always friendly, but the answer was always the same. However, there don't seem to be any problems with the withdrawal itself. It's just that it's been almost three weeks. I would appreciate a quick resolution, Karla. Regards

Hallo Karla. Nein das ist die erste Auszahlung. Ja die KYC ist in Ordnung. Der Gewinn war ohne jeglichen Bonus und war mit sport wetten. Die kommunikation war zwar immer freundlich aber immer die gleiche Antwort. Aber mit der Auszahlung gibt es anscheinend keine Probleme. Nur dauert es schon fast drei Wochen. Ich bitte um schnelle Klärung Karla. Grüße

Dear Schkarrozz0407,

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, Igor, (igor.p@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,

Karla Mayfly

Hi Karla. Thank you so much for your help and answers so far. Okay, then I'll wait for a message from my colleague and hope something finally happens. It's been three weeks now since I've been waiting for the payment. So frustrating and disappointing. Regards

Hallo Karla. Vielen lieben Dank für die bisherige Hilfe und Antwort. Ok dann warte ich auf die nachricht des Kollegen und hoffe das sich endlich was tut. Ist nun drei Wochen her das ich auf die Auszahlung warte. So ärgerlich und schade. Mfg

Dear Schkarrozz0407,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the SupaBet Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a SupaBet Casino representative to join this conversation and participate in resolving this complaint.

Dear SupaBet Casino,

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

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

Dear Igor, thank you so much for your help. Supa bet actually transferred the money an hour after your email!

I hope the next payout won't take so long again. Regards

Sehr geehrter Igor. Vielen lieben Dank für Ihre Hilfe. Supa bet hat tatsächlich eine Stunde später nach ihrer Mail das Geld endlich überwiesen!

Ich hoffe das es bei der nächsten Auszahlung nicht wieder so lange dauert. Mfg

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

Dear Schkarrozz0407,

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,

Igor