Superb Casino - La retirada del jugador se ha retrasado.

Played and verified account 10-11-2023. Won 180. Keep being told conflicting information on chat. They dont answer my emails

Dear miltonjane09,

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 the 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, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Petronela

Hi thanks for your help. I will do as you advise and wait. Here is a screen shot of my pending withdrawal.

Hello i did not use any bonus or free spins. I deposited 20 pounds which is the lowest you can deposit and played won.

I fully understand your frustration, miltonjane09. However, I will set the timer for additional 6 days allowing to casino two full weeks to process the payment and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

Thanks again for your help i will wait as you advise.

Hello no correspondence from casino regarding withdrawal. Nothing sent to my account.

Thank you very much, miltonjane09, for providing all the necessary information. I will now transfer your complaint to my colleague Lilo (lenka.s@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of Superb Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy" we keep on trying.

Hello miltonjane09,

My name is Lilo and I will be handling this case. I would like to request the presence of a representative from the casino in this conversation as well.

Dear Superb Casino,

Can you kindly provide additional information regarding the withdrawal and clarify the situation?

Thank you in advance.

Sincerely,

Lilo

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.

Dear miltonjane09,

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. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

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,

Lilo