SupaBet Casino - Los retiros de los jugadores se están retrasando y cancelando.

I won at supabet, on 10/3 I made a withdrawal of €500 as it is the daily maximum, the maximum pending withdrawals are 3 withdrawals, so on the 4th and 5th I also made a withdrawal of €500 each day. The time for payment was 3 days, when I saw that they were not making the payments, I claimed and claimed, after 13 days, on the 16th, they made a withdrawal of €500, and the other two were cancelled without reason, I attached a photo of the email saying that there is a technical problem when the withdrawal was by the same method (mastercard) and the money I have won has not been in bonuses. I think they want to either not pay me or drag it out so much that I end up spending it. I don't know if now that I have a €400 withdrawal and another €480 pending, they'll make me wait 15 more days to cancel it for no reason. That's why I'm a little confused and would like some advice or to be able to file a complaint so they can process the withdrawals. I've contacted them via live chat and email, and they always give me the same kind answers. It's true that a €500 withdrawal from October 2 was deposited on October 5. Anyway, I'm attaching screenshots of everything in case I explained myself poorly or got something mixed up. Thanks team! I don't understand why they're rejecting it; how frustrating. It won't let me attach any more screenshots.

Gané en supabet, el dia 3/10 realicé un retiro de 500€ ya que es el máximo diario, el máximo de retiros pendientes son 3 retiros, por lo que el dia 4 y dia 5 también realicé cada dia un retiro de 500€. El tiempo para el pago eran 3 días, al ver que no me hacian los pagos, reclamé y reclamé, después de 13 dias, el dia 16, me hacen un retiro de 500€, y los otros dos me los cancelan sin motivo, adjunto la foto del correo diciendo que hay un problema técnico cuando el retiro era por el mismo metodo (mastercard) y el dinero que he ganado no ha sido en bonos. Creo que lo que quieren es o no pagarme o alargarlo muchísimo para que acabe gastandolo, no sé si ahora que tengo un retiro de 400€ y otro de 480€ pendientes me van a hacer esperar 15 días más para cancelarmelo sin ningún motivo, por eso estoy un poco confundido y me gustaría que me aconsejaran o poder presentar alguna reclamación para que me hagan los retiros. He contactado con en el chat en vivo y en los correos y me contestan respuestas amables siempre las mismas. Si que es verdad que un retiro de 500€ del dia 2/10 me lo ingresaron el 5/10. De todos modos adjunto capturas de todo por si me he explicado mal o me he liado con algo. Gracias equipo! No entiendo porque me lo rechazan, que frustración. No me deja adjuntar más capturas.

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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.

• Have you made any successful withdrawals from the casino in the past, apart from the successful payout on October 5th?
• Could you please confirm that you have passed the KYC verification?
• When was the last time you were in contact with casino support regarding the issue?

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

Hello again, thanks for your reply.

1. Yes, if I'm not mistaken, I've made two successful withdrawals, one on October 2 and another on October 3. The problem seems to have arisen since then. I've attached a screenshot. It seems I received one withdrawal on October 5 and another on October 16.

2 I also attach a screenshot of the verification section in my SupaBet account.

3. I can't see them through live chat, but I've contacted them many times. However, I've contacted them several times via email: 10/11, 10/12, 10/13, 10/14, and 10/15. I also have some screenshots, for example, on 10/11, I was talking on live chat, saying I'd already called them before because they wouldn't make the withdrawal, etc. I think they're trying to get me to cancel the withdrawal and waste it, giving me excruciating wait times and canceling the withdrawals after almost two weeks of waiting.

Hola de nuevo, gracias por su respuesta.

1. Si, si no me equivoco, he realizado dos retiros exitosos, uno el dia 02/10 y otro el dia 03/10 desde ese momento parece que haya venido el problema, adjunto captura de pantalla. Parece que recibí un retiro el dia 05/10 y otro el 16/10. 

2 Adjunto también una captura de pantalla del apartado de verificación en mi cuenta SupaBet.

3.Mediante el chat en vivo no puedo verlo pero he contactado muchísimas veces, pero mediante el correo electronico he contactado en diferentes ocasiones, dias 11/10, 12/10, 13/10, 14/10, 15/10. Además tengo algunas captura por ejemplo dia 11/10 hablando en el chat en vivo diciendo que ya habia hablado anteriormente porque no me hacian el retiro y tal. Creo que intentan que cancele el retiro y me lo gaste teniendome tiempos de espera desesperantes y cancelandome los retiros después de casi 2 semanas de espera. 

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Martin, 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.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

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.

Stay safe.

Hello jose123445566,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. First of all, I would like to encourage you not to play your balance any further. I would also like to invite the SupaBet Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain to us what happened? I understand that there is a possibility of the casino being overwhelmed by a large number of withdrawals, but is there a particular timeframe, in which jose123445566 can expect his withdrawal to be processed?

Dear all,

Thank you for bringing this to our attention and allowing us to participate.

We would like to reassure the complainant that there are no restrictions imposed on his account, and extend our apologies for any inconvenience caused by the recent delays.

We fully understand the importance of swift withdrawals and will take action to expedite the payments. Please bear with us just a bit longer, we will post a confirmation once the transactions are complete.

Thank you for your patience and understanding.

Kind regards,

SupaBet Team

Dear casino representative,

thank you for your response, we will be awaiting your confirmation.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear jose123445566,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Martin