Superb Casino - A retirada do jogador foi significativamente atrasada.

After 3 months waiting for my withdrawal and hundreds email I got sent an email that just stated we inform you that the money is in your account.

I withdrew again the money £1800 and asked why after this long it was again on superb casino.

I guess this thieves just want to steal more money as possible before to be shut down

Hello flaviaba,

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

Dear flaviaba,

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.

Hi Nick,

yes I did pass the verification with KYC I guess about 4/5 months ago in fact as I already mentioned I received a payment from them once.

i did start playing with a bonus but I definitely overcame the wager and in fact I was able to request the withdrawal of £5000.

if this helps here is the transaction I’d for my withdrawal request 25573179.

please let me know if there is anything else I can provide you with.

thanks

Thank you flaviaba for all the information provided. I will now forward your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear flaviaba,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Superb Casino representative to join this conversation.

Dear Superb Casino,

Could you please provide more information about this case?

Thank you in advance,

Mirka

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 flaviaba,

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,

Mirka

We’ve reopened this complaint at the player's request, since he informed us, that he had received his withdrawal.

Dear flaviaba,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Mirka

Casino.Guru