Superb Casino - 選手の退場が遅れています。

Hello. I played in this casino on 31/07 and after using my second deposit bonus, i manage to complete the wager and i made a withdraw request on 01/08 for 417 euro. The account verification completed after 1 day and they informed me from the chat that it will take 7-21 business days for the withdrawal to complete. 21 business had passed and nothing has happened. This is the first time i am trying to withdraw from this casino.

Dear Mardock,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that the withdrawal is still pending inside your account without being processed? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but almost one month is an unusually long time.

However, I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

The withdraw request is on awaiting state. it is processed but the awaiting state is the first step. They don't say anything specific. They only thing that they are telling me in the chat is that they don't have news from the account department and they will inform me when they have news..

I'm sorry for my delayed response. Thank you very much, Mardock, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of Superb Casino to ignore us in our attempts to mediate any kind of issue. Regardless of some unresolved complaints marked "No Reaction Policy" we keep on trying.

Hello there,

Thank you Mardock for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Superb Casino for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

Thank you!

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.

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,

Peter