SupaBet Casino - El jugador aún no ha recibido las ganancias.

I found out about the Supabet casino through an advertisement. As players from Portugal are accepted, I registered and started playing with the welcome bonus.

My first deposit was unsuccessful and I didn't win anything. However, a few days later I received a call from a lady called Vanusa who said she was my account manager and that I could talk to her about anything.

This time I was lucky and after meeting the bonus rules I managed to make a profit and requested a withdrawal of €400. I received an email informing me that the funds would be transferred within 3 working days.

The truth is that to this day I haven't received anything, it's still pending and the information is always that they have a computer delay.

Unfortunately I saw on the net that there are complaints

of the same situation about this casino.

I tried to talk to the supposed manager but she didn't answer me on Telegram.

I wonder if you can help me, I don't think it's fair that they don't pay out a person's winnings.

Conheci o casino Supabet através de publicidade, como jogadores de Portugal são aceites fiz meu registo e comecei a jogar com o bónus boas vindas.

Neste primeiro depósito não tive sucesso e não ganhei nada, entretanto passado alguns dias ligou-me uma senhora chamada Vanusa que disse ser minha gestora de conta e que qualquer situação eu poderia falar com ela, acreditei que o casino assim fosse mais fiável ainda e fiz um outro depósito para usufruir de um bónus de 300%.

Desta vez tive sorte e após atingir as regras do bónus consegui ter um lucro e pedi o levantamento de 400€, recebi um e-mail a informar que dentro de 3 dias úteis os fundos seriam transferidos.

verdade é que até hoje não recebi nada, continua pendente e a informação é sempre que estão com um atraso informático.

Infelizmente vi na net que há reclamações

da mesma situação sobre este casino.

Tentei falar com a suposta gestora mas já não me respondeu pelo Telegram.

Gostaria de saber se podem me ajudar, não acho justo não pagarem os ganhos a uma pessoa.

Dear Pmoraes,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

I'll update you after another 7 days. Thank you for your reply.

Vou atualizando então ao fim de mais 7 dias. Obrigada pela resposta.

The casino keeps giving the same answers, copy and paste, they don't resolve my situation. More than 12 days have passed and they haven't updated the status of the withdrawal, which is still pending.

O casino continua a dar as mesmas respostas, copiar e colar, não resolvem minha situação . Já passaram mais de 12 dias e não atualizam o status do levantamento que continua pendente.

It's still the same, and the excuses are still the same, they won't pay my withdrawal, they say everything is fine with my account but that they're in arrears. The message is always the same.

We're sorry but we're working to pay, we're sending a message to the finance department and no one is doing anything.

I don't know if anyone has ever managed to withdraw from this casino.

Continua igual, e as desculpas continuam igual, não pagam meu levantamento , dizem que está tudo bem com minha conta mas que estão com atraso . A mensagem é sempre igual.

lamentamos mas estamos a trabalhar para pagar , vamos enviar mensagem ao departamento financeiro e ninguém faz nada.

não sei se um dia alguém conseguiu levantar neste casino.

Dear Pmoraes,

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.

Good morning, it's still pending on the casino website.

The excuses are the same every day, they say they're having delays and nothing is moving forward, I send emails every day and the replies are automatic with the same text.

I'll attach the screenshots here.

they say that the account is all validated and that it's ok, one of the last attendants even said that they were about to pay me and that I would receive it in another 1-2 days, the truth is that 15 days have passed and nothing.

i deposited, i played, i met the requirements and i managed to win, it's not fair what they're doing.

Bom dia, ainda continua pendente no site do casino.

As desculpas são todos os dias às mesmas, inventam que estao com atrasos e nada avança, envio e-mails todos os dias e as respostas são automáticas com o mesmo texto.

vou anexar aqui os prints.

eles dizem que a conta está toda validada e que está ok , uma última atendente disse até que já estava quase para me pagarem e que dentro de mais 1-2 dias eu iria receber, verdade é que já passaram 15 dias e nada .

eu depositei, joguei, cumpri os requisitos e conseguir ganhar, não é justo o que estão a fazer.

Thank you Pmoraes for all the information provided. I will now forward your complaint to my colleague Jana (jana.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear Pmoraes,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite SupaBet Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Dear Pmoraes,

We are happy to confirm that your withdrawal has been processed, and the money has been sent from our side.

The funds can take 3 - 5 working days to appear in your account, however, this is subject to the payment method used and your bank standards.

Our team wishes you all the best for your future activities!

Best regards,

QuickWin team.

Dear Pmoraes,

please keep us updated when you receive your funds.

The funds have been paid.

thank you.

you can close the complaint as resolved.

Pagaram os fundos.

obrigada.

pode fechar a reclamação como resolvida.

Dear Pmoraes,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Jana

Casino.Guru