Superb Casino - 選手の撤退が大幅に遅れる。

I made a withdrawal request 30 days ago for £500 and it is still sitting as "awaiting". I spoke to Live Chat and they kept saying up to 21 working days but it’s now passed that and when I email to ask what’s happening they don’t reply.

Hello shope1,

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 my account is fully verified this was done within 24hrs of me opening the account at beginning of July. The amount was accumulated with a deposit of real money. I spoke with Live Chat today but all they say is that they apologise for the delay but they have no update as they are not that department. I then sent my 4th email to the Support Team S suggested by Live Chat, none of the emails have been answered.

Hello shope1 and thank you for all 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 shope1,

I've just reviewed your case and am sorry to hear your withdrawal request hasn't been processed yet. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Superb Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? What are the reasons the player's withdrawal request has been pending for a month?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

They won’t reply, they have ignored all my emails and it’s now 47 days since withdrawal request

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.

Now 55 days and still not been paid

Dear shope1,

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