Superb Casino - La retirada del jugador se retrasó.

Hello, I made a first deposit of €40 and they gave me a %200 bonus. A total of €40+80=€120 with bonus money credited to my game account. I implemented the bonus and won €450 in real money 20€ paid in again %100 bonus got 20+20€=40€ credited to my game account I started to play straight away I won 1200€ I checked turnover that real money was shown+20€ bonus I asked where my turnover was they told me I have real money on it because the money I paid in won right away, but that happened here. I then wanted to cancel my first payout. All the total amount paid out together canceled €450 with the 3rd paid-in money won real money €1200 total amount together €1650 on it, had an account that played a little further €2100 made 2050€ paid out rest 50€ continued to play 30€ lost down to 20€ then I saw sales showed me 20€ bonus money on top of that also lost that's it

Guten Tag,ich habe erste Einzahlung 40€gemacht die haben mir %200 Bonus gegeben Gesamtbetrag 40€+80=120€mit bonusgeld gutgeschrieben auf mein Spielkonto ich habe das Bonus umgesetzt ende 450€ echtgeld gewonnen= habe ausgezahlt das wäre Stehende Auszahlung drauf danach nochmal20€eingezahlt %100 Bonus bekommen 20+20€=40€ gutgeschrieben auf mein spielkonto ich habe angefan zur spielen gleich 1200€gewonnen ich habe Umsatz kontrolliert dass ware echtgeld gezeigt+20€ Bonus ich habe gefragt wo ist mein Umsatz die haben mir gesagt ich habe echtgeld drauf weil eingezahlte Geld gleich gewonnen habe biss hier so passiert ich wollte dann meine erste Auszahlung stornieren lassen alle Gesamtbetrag zusammen auszahlen storniert 450€ mit 3.eingezahlten Geld gewonnene echtgeld 1200€ Gesamtbetrag zusammen 1650€ drauf gehabt Konto bisschen weiter gespielt 2100€ gemacht 2050€ ausgezahlt Rest 50€ weiter gespielt 30€verloren runter biss 20€ dann habe Umsatz gesehen gezeigt mir 20€ bonusgeld drauf das auch verloren das war’s

Dear rohstein,

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

Hello, I made a first deposit of €40 and they gave me a %200 bonus. A total of €40+80=€120 with bonus money credited to my game account. I implemented the bonus and won €450 in real money 20€ paid in again %100 bonus got 20+20€=40€ credited to my game account I started to play straight away I won 1200€ I checked turnover that real money was shown+20€ bonus I asked where my turnover was they told me I have real money on it because the money I paid in won right away, but that happened here. I then wanted to cancel my first payout. All the total amount paid out together canceled €450 with the 3rd paid-in money won real money €1200 total amount together €1650 on it, had an account that played a little further €2100 made 2050€ paid out rest 50€ continued to play 30€ lost down to 20€ then I saw sales showed me 20€ bonus money on top of that also lost that's it

That's not true what casinomager says 🤨 from Casino customer service: Senna

8.3.1 If a player's accumulated lifetime deposit is not greater than €200, the player may only withdraw up to 10 times their last deposit. (Any excess amounts will be forfeited) 8.3.2 If a player's single withdrawal or cumulative lifetime withdrawals is 5 times or more the value of their lifetime deposits, the withdrawal will be issued in increments of 5,000 credits per week. The remaining amount will be credited to the player's account until the player is eligible for another withdrawal. The lifetime deposits calculation excludes all deposits made after the withdrawal request. This clause will be applied at the discretion of the casino management. This clause does not apply to withdrawals of progressive winnings.

Das stimmt nicht was casinomager sagt 🤨von Casino Kundendienst:Senna

8.3.1 Wenn die angesammelte Einzahlung auf Lebenszeit eines Spielers nicht größer als 200 Euro ist, darf der Spieler nur bis zum 10-fachen seiner letzten Einzahlung abheben. (Alle überschüssigen Beträge verfallen) 8.3.2 Wenn die einzelne Auszahlung oder die kumulierten lebenslangen Auszahlungen eines Spielers das Fünffache oder mehr des Wertes seiner lebenslangen Einzahlungen betragen, wird die Auszahlung in Schritten von 5.000 Credits pro Woche ausgestellt. Der verbleibende Betrag wird dem Konto des Spielers gutgeschrieben, bis der Spieler Anspruch auf eine weitere Auszahlung hat. Die Berechnung der lebenslangen Einzahlungen schließt alle Einzahlungen aus, die nach der Auszahlungsanfrage getätigt wurden. Diese Klausel wird nach Ermessen des Casino-Managements angewendet. Diese Klausel gilt nicht für Abhebungen von progressiven Gewinnen.

Casino manager deleted my account all winnings only 200€ credited to my game account I can withdraw 200€??🙋

Casino Manager hat meine Konto alle gewinne gelöscht nur 200€ auf mein Spielkonto gutgeschrieben ich kann 200€auszahlen lassen??🙋

Thank you for your reply, rohstein. Do I understand correctly that the casino reduced winnings accumulated with a real money deposit (without any active bonuses)?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.

First deposit 40€ with bonus money I turned over at the end 450€ that was the 3rd deposit also with a bonus 20€ deposited 40€ credit for the game started immediately 1200€ won But casino customer service told me I can pay out 1180€ 20€ minus I'll do it because it's a bonus

Ersteeinzahlung40€ mitbonusgeld umgesetzt habe Ende 450€ das war3.Einzahlung auch mit Bonus 20€eingezahlt 40€Guthaben zum Spiel angefangen gleich 1200€gewonnen Aber Casino Kundendienst hat mir gesagt ich kann auszahlen 1180€ 20€ minus mache ich weil das Bonus ist

That was first deposit with active bonus converted €450 won the sum paid out standing payout then 3rd deposit also played deposit with active bonus but game won €1200 at the beginning I asked live chat where is the 3rd deposit active bonus history because I wanted to see turnover much is still they told me that there is still real money I made profits for it I canceled standing payment from 3 deposit with active bonus together 450 € 1st deposit 40 € with active bonus converted + 3 deposit 1200 € = 1650 € played 2100€ made 2050€ paid out Casino Manager only accepted withdrawal history saw 1850€ reduced deleted 200€ game account credited back I am allowed to withdraw 200€ Max. Told me

Das war erste Einzahlung mit Aktive Bonus umgesetzt 450€ gewonnen das Summe ausgezahlt stehende Auszahlung gehabt dann 3.Einzahlung auch Einzahlung mit Aktive Bonus gespielt aber spiel zum Anfang gewonnen 1200€ ich habe livechat gefragt wo ist die 3.Einzahlung Aktive Bonus Verlauf weil ich wollte sehen Umsatz vie viel noch ist die haben mir gesagt das noch Echtgeld ist ich habe gewinne gemacht dafür ich stehende Auszahlung storniert von 3einzahlung mit Aktive Bonus zusammen 450€ 1.Einzahlung 40€ mit Aktive Bonus umgesetzt gewonnen habe +3einzahlung 1200€ =1650€ gespielt 2100€ gemacht 2050€ ausgezahlt Casino Manager hat erst akzeptiert Auszahlung Verlauf gesehen habe 1850€reduziert gelöscht 200€spielkonto zurück gutgeschrieben ich darf 200€ Max. Auszahlen gesagt mir

3rd deposit €20 bonus €20 total €40 with active bonus I wanted to say

3.Einzahlung 20€ Bonus 20€ gesamt 40€ mit aktiven Bonus wollte ich sagen

From: Superb

Sent: Saturday, April 22, 2023 6:22:37 PM

To: murat t***

Subject: Re: User's feedback.

Hi

Hello,

You started winning before you even spent your real money and kept winning, so the bonus money is intact. This means you have spent the bet but you have not played with the bonus money and you need to convert it.

Sincerely, Katie

Customer Support Team. That writes from Casino superb.bet.de

From: Superb <support@superb.bet>

Sent: Saturday, April 22, 2023 6:22:37 PM

To: murat t*** <s***o@hotmail.com»

Subject: Re: User's feedback.

hi

Hallo,

Sie haben mit dem Gewinnen begonnen, bevor Sie Ihr echtes Geld ausgegeben haben, und haben weiter gewonnen, sodass das Bonusgeld intakt ist. Das heißt, Sie haben den Einsatz ausgegeben, aber Sie haben nicht mit dem Bonusgeld gespielt und müssen es umwandeln.

Mit freundlichen Grüßen, Katie

Kundensupport-Team. Das schreibt von Casino superb.bet.de

Thank you very much, rohstein, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.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.  

Hi rohstein,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Superb Casino to the conversation to participate in the resolution of this complaint.

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.

Hi rohstein,

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,

Peter