Superwin Casino - プレイヤーが賞金を受け取れずにいます。

I made 4 deposits and when I withdrew 160 reais, the amount didn't reflect in my account, although it's listed as withdrawn on the website. They're not responding to my messages in the chat.

Eu fiz 4 depósitos e quando fiz a retirada de 160 reais, o valor não caiu na minha conta, consta como retirada no site. Eles não respondem pelo chat.

Dear michelealmeida9,

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

Dear michelealmeida9,

Have you received your withdrawal from the casino yet?

It hasn't been resolved yet, they sent me a WhatsApp message via Telegram but no one responded.

Não foi resolvido ainda, pelo telegram me passaram um contato por whatsapp mas ninguém responde.

Thank you for the update. Please allow me to ask you a few additional 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? Have you accumulated your winnings with or without an active bonus? 

It was the first withdrawal I made on the platform, they didn't ask for any type of verification, just the pix key like on other platforms I play on. I received a bonus but I could only withdraw it after I passed the audit.

Foi o primeiro saque que eu fiz na plataforma, eles não pediram nenhum tipo de verificação, só a chave pix como nas outras plataformas que eu jogo. Eu recebi bônus mas só pude sacar depois que passei na auditoria.

Thank you very much, michelealmeida9, 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. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you michelealmeida9 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Casino SuperWins for their help in resolving this complaint. We would like to know what happened to the withdrawal and if we can do anything to help resolve this issue.

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.

Thank you for reaching out to us.

We had a chance to review your concerns and we would like to share with you the following:

We couldn't find any player with these details in our records, there is not the player with Player ID: Chelda32 and e-mail: michelealmeida9@hotmail.com

Having said that, we are confused about this complaint, as the mentioned information eliminates the chance that the player ever had any withdrawal request at our casino.

Also, we can declare with full responsibility that we have never used Telegram to communicate with our players. 

Thank you for the clarification Casino SuperWins Team.

Dear michelealmeida9, could you please verify what casino have you played at, please send us the link you used to access the casino here.

Thank you in advance!

Good morning, follow the link

https://www.superwin06.com

Bom dia, segue o link

https://www.superwin06.com

I have changed the complaint to the specified casino, I apologize for the confusion.

I would now like to ask Superwin Casino for their help in resolving this complaint. We would like to know what happened to the withdrawal and if we can do anything to help resolve this issue.

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. The casino supposedly operates under a Curacao license but we were not able to verify under which. If you want me to send you a contact for all of them, let me know.

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