Superbit Casino - プレイヤーの撤退は遅れています。

A few weeks ago, I registered at Superbit Casino and started playing for real money. I took advantage of the bonus offer on my first deposit. I won a total of 447.2 Euros, and the bonus conditions were met (I checked the "wagering requirements" and the money was transferred from "locked by bonus" to "withdrawable"). On December 16, I selected my winnings. When the win did not arrive within 2 weeks, I tried to contact the casino. I didn't find the Live Chat, but I sent a total of 2 messages via the casino page and 1 email. I received no reply. About a week ago, following the instructions on the Casino Guru website, I uploaded my profile ID, residence confirmation and payment confirmation to my profile. However, the casino still does not respond and my selection is still in the "Pending" state. I also checked the spam and I didn't get any response from the casino.

Před několika týdny jsem se registroval v kasínu Superbit a začal jsem hrát za skutečné peníze. Při prvním vkladu jsem využil bonusové nabídky. Vyhrál jsem celkem 447.2 Euro, přičemž bonusové podmínky byly splněny (kontroloval jsem "wagering requirements" a peníze byly převedy z "locked by bonus" na "withdrawable"). 16. prosince jsem provedl výběr své výhry. Když výhra do 2 týdnů stále nepříšla, zkoušel jsem kontaktovat kasíno. Live Chat jsem nenašel, ale poslal jsem celkem 2 zprávy přes stránku kasína a 1 email. Neobdržel jsem žádnou odpověď. Přibližně před týdnem jsem dle instrukcí na internetové stránce Casino Guru nahrál do mého profilu ID, potvrzení bydliště a potvrzení platby. Kasíno však stále nereaguje a můj výběr je stále ve stavu "Pending". Kontroloval jsem i spamovou poštu a žádná odpověď od kasína mi nepřišla.

Dear mprovod,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that your payment is still pending inside the account without being processed? 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. This means that it may take some time before your money appears in your account. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Thank you very much, mprovod, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello mprovod.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Hello,

I see the Superbit Casino still doesn't respond. Is there any further action if the casino does not respond within the given deadline?

Thank you and kind regards,

Miroslav

Ahoj,

vidím, že kasino Superbit stále neodpovědělo. Je nějaký další postup, když kasino v dané lhůtě neodpoví?

Děkuji a s pozdravem,

Miroslav

Dear mprovod.

I am now going to extend the timer one more time, if the casino fails to respond I will inform you about the further steps available. 

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’.

Good day,

the casino still didn't respond to my email or in this conversation. Are there any other options available to win from the casino?

Thank you and kind regards,

Miroslav

Dobrý den,

kasíno stále neodpovědělo ani na můj email ani v této konverzaci. Jsou nějaké jiné dostupné možnosti, jak z kasína výhru získat?

Děkuji a s pozdravem,

Miroslav

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’. The casino can reopen this complaint anytime.

Dear mprovod.

I am very sorry, but since the casino team is unresponsive, we’re not able to proceed with further investigation. Please, be aware that this complaint will affect their reputation on our website. 

Yes, there is another option, filing an official complaint at licensing authority of the casino. I will gladly help you with it, just reach me out at my email address mentioned below. Let me know if you have any questions.

Best regards, Jozef

jozef.k@casino.guru

The player has just informed us that he received the disputed amount. Therefore, we consider this case as resolved.