SupaBet Casino - プレイヤーが賞金を受け取れずにいます。

I made withdrawals on March 3rd and March 6th, but the money still hasn't been paid out.

Am 3.3 und am 6.3 habe ich Auszahlungrn gemacht, das Geld ist immer noch nicht ausgezahlt

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Dear Rr98,

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

More than two weeks have passed.

Es ist mehr als 2 Wochen vergangen

Dear Rr98,

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.

I still haven't received any money.

This is from today

Ich habe immer noch kein Geld erhalten.

das ist von heute

Can you help me or not?

Könnt ihr mir helfen oder nicht?

Dear Rr98, 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

Yes, so far I've withdrawn over €5000. There have been delays, but never like this. They asked me for verification on Friday, March 20th, which I did. The website says verification takes 24 hours, but 48 hours have already passed. These were casino games without a bonus. Yes, I'll send that to you.

Ja bis jetzt habe ich über 5000€ ausgezahlt es gab’s auch Verzögerungen aber nie wie jetzt, die haben am Freitag 20.3 mich nach Verifizierung gefragt das habe ich auch gemacht auf die Seite steht 24 Stunden dauert Verifizierung es ist schon 48 Stunden vergangen, das waren casinospiele ohne Bonus, ja das schicke ich Ihnen

The last 3 probes I have several of, but always the same answer.

das Sonde letzte 3 ich habe mehrere von aber immer die gleiche Antwort

Can you please help me?! I still haven't received my money.

Können Sie mir bitte helfen?! Ich habe immer noch nicht mein Geld erhalten

Dear Rr98, thank you very much for your response. To better understand your current situation, could you please confirm the following details?

· Could you let us know how long did your last successful withdrawal took to be processed?

· Which payment method did you choose to withdraw your winnings? Was it the same one you used previously?

· Could you please update us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please upload a screenshot of your withdrawal history directly to this thread.

Thank you once again for your patience and cooperation.

Karla

Last time I waited about 2 weeks.

Revolut

I can't find the payout history, but this is the latest information I received from Supabet.

Letztes Mal habe ich cca 2 Wochen gewartet

Revolut

auszahlungshistory finde ich nicht, aber das ist aktuelles was ich von Supabet bekommen habe

Dear Rr98,

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

Dear Rr98,

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 Player,

Thank you for getting in touch with us. We have reviewed your account and would like to provide an update regarding your withdrawal history and current status.

We noticed that while some of your payouts were processed successfully within a few days, the majority were cancelled by you almost instantly.

Here is your current account status:

Pending Withdrawals: None

Current Balance: 0.00 EUR

The withdrawal submission from 3rd to 6th March was also cancelled by you.

Processing typically takes up to 3 - 5 business days (excluding weekends and holidays).

The timeframe starts the day after the request is made or the day after your last processed withdrawal. Extra security checks may occasionally extend this timeframe.

We highly recommend leaving withdrawal requests active once submitted. Cancelling a request and submitting a new one will cause the processing timeframe to start over from the beginning.

However, please note that your gaming account was closed on 30 March at your request.

We hope this clears things up for you!

Kind regards,

Supabet Casino Team

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

Dear Rr98,

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