Superb Casino - A retirada do jogador foi significativamente atrasada.

Joined the casino as it states quick withdrawals, 24-48 hrs. Make numerous deposits, make a withdrawal then chase it up after a few days, get told it's actually 7-21 days, still chasing everyday sending emails, no reply from emails for 2 weeks, get told on chat they can't do anything as it is with financial.

Hello pabooth69,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Superb Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi

yes account was verified before I made the withdrawal, end of August I think.

winnings was from a deposit never took any bonus, spoke to them again today on chat regarding the withdrawal, all I get told that it is still being processed, spoke on chat as they haven't answered any emails I have sent.

Thank you pabooth69 for the information provided. I will now forward your complaint to my colleague Natalia (natalia.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi pabooth69

I've reviewed your case and am sorry that you came across such a problem with the withdrawal of your funds. I'll try my best to help you with the issue by contacting the casino and we'll see what can be done when they reply.

Dear Superb Casino, I'd like to ask you to join this conversation and share more information regarding the case. Can you please specify the reason the player hasn't received the money yet though the withdrawal request was submitted a few weeks ago? What are the reasons the request hasn't been processed yet?

I hope that you can assist in this matter. If you have any supporting evidence, please send it to my email address natalia.b@casino.guru.

Looking forward to hearing from you!

Best regards,

Natalia

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear pabooth69, I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Natalia