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Dear Domsch92,

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

Unfortunately, nothing is happening; I keep getting the same standard replies. Both via email and live chat.

14 days have now passed.

Leider tut sich nichts, ich werde immer wieder mit Standartantworten hingehalten. Per Mail oder Live Chat.

14 Tage sind nun um.

Dear Domsch92,

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.

Unfortunately, there was no payment and no response or anything similar.

leider keine Auszahlung und keinerlei Reaktion oder Ähnliches.

Dear Domsch92, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

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

Karla

Hello,

Yes, I have received payments several times already. Most of the time, however, they arrived after the stated 3 days. Now I've been waiting for about 18 days.

Yes, KYC has been successfully completed.

No bonus, just a normal deposit.

It's always sports betting.

The communication is always the same; I write emails to support daily and receive standard replies.

Here are some insights.

Hallo,

ja ich habe bereits mehrfach Geld ausgezahlt bekommen. Meistens kam es aber nach den angegeben 3 Tagen. Jetzt Warte ich seit circa 18 Tagen.

ja KYC ist erfolgreich erledigt.

ohne Bonus, alles normale Einzahlung.

Es sind immer Sportwetten.

die Kommunikation ist immer die gleiche, ich schreibe täglich Mails an den Support und erhalte standartantworten.

anbei einige Einblicke.

Since yesterday, I have received no further responses to my complaints regarding the payouts. Emails are being ignored.

Seit gestern erhalte ich nun auch keine Antworten mehr auf meine Beschwerden bezüglich der Auszahlungen. E-Mails werden ignoriert.

Dear Domsch92, thank you very much for your response. To better understand your current situation, could you please confirm the following details?

· Could you please clarify the exact date when you requested the withdrawal?

· Could you let us know how long did your last successful withdrawal took to be processed?

· Which payment method did you choose to withdraw your winnings? Was it the same one you used previously?

· Could you please update us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please upload a screenshot of your withdrawal history directly to this thread.

Thank you once again for your patience and cooperation.

Karla

Good day,

Attached you will find the unchanged and pending payment orders again. The status remains the same and I still have not received any feedback regarding a payment date.

31.01.2026

February 1, 2025

February 2, 2026

In the past, payouts usually took 4-5 days, rarely a little longer. This time it's taken over 23 days…

I've always had the money paid out to the same account via bank transfer. It's always worked so far.

Attached is a history of successful payouts. Unfortunately, rabbits do not select further.

Please help me.

Guten Tag,

Anbei erhalten sie nochmals die unveränderten und offenen Auszahlungsaufträge. Der Status ist unverändert und ich erhalte nach wie vor keinerlei Rückmeldung bzgl eines Datums der Auszahlung.

31.01.2026

01.02.2025

02.02.2026

in der Vergangenheit haben Auszahlung meistens 4-5 Tage gedauert, selten etwas länger. Diesmal sind wir bei über 23 Tagen…

ich habe immer auf das gleiche Konto per Überweisung auszahlen lassen. Bisher hat es immer geklappt.

anbei eine Historie von erfolgreichen Auszahlungen. Weiter selektieren Kaninchen leider nicht.

Bitte helfen sie mir.

Dear Domsch92,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Štefan, stefan.m@casino.guru . This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Dear Domsch92,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from SupaBet Casino to join this conversation and assist in addressing the complaint.

Dear SupaBet Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

I received the money yesterday. However, I also contacted the gambling licensing authority at the same time.

An explanation as to why there has been such a delay would be really appropriate.

Ich habe das Geld gestern erhalten. Habe allerdings zeitgleich auch den Glücksspiellizenzgeber kontaktiert.

Eine Stellungnahme warum es zu so einer Verzögerung gekommen ist wäre wirklich angebracht.

Dear Domsch92,

Thank you for reaching out to us.

We are sorry to hear about the delay and your frustration.

We can see that there are no more pending withdrawal requests on your account.

Please be informed that we do our best to proceed every request as soon as possible.

In case of a delay we would kindly like to ask you to contact us via the support or email in order to mark your request as priority.

We thank you for your understanding.

Kind regards,

SupabetCasino Team

Dear Domsch92,

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,

Stefan

Casino.Guru