SupaBet Casino - El retiro del jugador se retrasa.

They haven't paid me for 18 days and just apologize for the delay. They don't do anything else

Sie haben mich seit 18 Tagen nicht bezahlt und entschuldigen sich einfach für die Verzögerung.Sie machen nichts anderes

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We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can better understand the situation.

• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with the help of a bonus?
• Could you please list when your previous payouts from the casino were processed, so we can better understand how frequently the casino pays you?

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

Best regards,

Tomas

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Hewoliy,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from SupaBet Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear SupaBet Casino,

Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the reasons behind the delay in processing the player's withdrawal.

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

Dear all,

We kindly inform you that we are currently reviewing your request and the appropriate department has been notified and is actively addressing the matter regarding the pending withdrawals.

Moreover, we would like to assure you that we will notify you promptly once there is an update.

Thank you for your patience and understanding.

Kind Regards,

Supabet Casino Team

Dear SupaBet Casino,

I’m reaching out after a week to inquire whether there have been any updates on your review. Could you please share any information regarding the delay in the player’s withdrawal?

Thank you for your time and assistance.

Dear all,

We would like to inform you that the player needs to provide documents for verification.

Dear Hewoliy, You can find the requested docs needed by logging in your account and go to DVS tab.

Kind regards,

Supabet Casino Team

Dear SupaBet Casino,

Thank you for providing necessary information regarding the case.

Dear Hewoliy,

Please follow the casino’s instructions, submit the required verification documents, and let us know once this has been completed.

Thank you.

Dear Hewoliy,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Kubo
Casino.Guru