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I've been waiting for my withdrawal since November 11th. I keep being told it's being processed and will be ready soon. Withdrawals are currently blocked. I have two pending withdrawal requests that I've been waiting for for two weeks now. I keep being told I don't need to verify my account and that my previous withdrawals went smoothly. I've repeatedly asked to verify my account, but the casino says it's not necessary. I've exchanged numerous emails with the casino, and each time I'm assured everything is fine. I've sent countless emails to customer support and the verification department, and I always get the same answer: everything is okay, it's just taking a little longer.

ich warte jetzt bereits seit dem 11. November auf meine Auszahlung. Ständig wird mir gesagt, sie ist in der Arbeit und wird bald bearbeitet. Abhebungen sind jetzt gesperrt. Ich habe derzeit zwei offene Auszahlung Anträge, auf die ich jetzt schon seit zwei Wochen warte es heißt immer wieder ich müsste mich nicht verifizieren und meine vorigen Auszahlungen haben reibungslos funktioniert. Ich habe jetzt mehrfach darum gebeten, mich zu verifizieren. Dies ist aber laut Casino nicht nötig. Ich habe etliche E-Mails mit dem Casino ausgetauscht und jedes Mal wird mir versichert es ist alles in Ordnung. ich habe etliche E-Mails an den Kunden Support und auch an die Verifizierung Abteilung geschickt und bekomme immer wieder die gleiche Antwort. Es ist alles in Ordnung es dauert einfach etwas länger.

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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?
• Have you accumulated your winnings with the help of a bonus?
• Which payment method have you opted for when making deposits?

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

I've deposited and withdrawn from the casino multiple times. I've used credit cards for both deposits and withdrawals. I've used a bonus, adhered to all wagering requirements, and currently have two pending withdrawals that have been under review for two weeks. Yesterday, they sent me an email requesting verification, even though I've already stated several times in the past that I'm willing to verify my account. Now, I'm repeatedly told there are technical issues causing such a significant delay in the withdrawal process. A verification request has been displayed on my casino profile since yesterday. I completed the verification process yesterday, but it hasn't been confirmed yet.

Ich habe bereits mehrfach im Casino ausgezahlt und eingezahlt. Dort hab ich mit Kreditkarte eingezahlt und auch ausgezahlt alles mit Kreditkarte. Ich habe einen Bonus genutzt, mich an jegliche Umsatzbedingungen gehalten und habe derzeit zwei offene Auszahlungen seit zwei Wochen in der Überprüfung. Gestern haben sie mir dann eine E-Mail geschickt. Ich möchte mich bitte verifizieren, obwohl ich in der Vergangenheit schon etliche Male geschrieben habe, dass ich mich freiwillig verifizieren möchte. Jetzt wird mir jedes Mal gesagt, dass technische Probleme gibt und deswegen sich die Auszahlung so massiv verlängert. Seit gestern ist in meinem Casino Profil eine Verifizierung angefordert worden. Diese Verifizierung habe ich gestern abgeschlossen sie wurde aber noch nicht bestätigt.

It's a so-called non-sticky bonus. I canceled it before I even started using the bonus and won with my real money. Previously, I always withdrew €500 from this casino without any problems. Now I have two pending withdrawal requests that have been going on for two weeks. Today I contacted the live chat to ask about the status of my verification, and they told me there are currently technical issues with the website and it will take a little longer.

Es handelt sich um einen so genannten non Sticky Bonus. Diesen habe ich, bevor ich in den Bonus gerutscht bin storniert und mit meinem EchtGeld gewonnen. Vorher habe ich in diesem Casino immer 500 € ausgezahlt. Ohne Probleme. Jetzt habe ich zwei offene Auszahlung Anträge seit zwei Wochen. Heute war ich im Live Chat und habe gefragt, wie weit es mit meiner Verifizierung ist und sie haben mir gesagt, dass derzeit technische Probleme auf der Webseite vorliegen und es noch etwas dauert.

Today I was in the live chat again. They told me the verification was almost complete. Then, a moment later, they asked for another photo of me holding my ID, even though I'd already taken a photo of myself with the casino website in the background. They also told me I could complain, which they understood, but wouldn't change the situation. I still can't upload my profile because the documents I previously uploaded haven't been verified. They told me to send them by email, which I did. Then I went back to the live chat, and they told me it could take up to five days for the documents to be reviewed. They tell me a different story every day.

heute war ich wieder im Live Chat. Dort hat man mir gesagt dass die Verifizierung fast fertig ist. Und im nächsten Moment hat man mir dann gesagt bitte noch ein Foto von mir und meinem Ausweis neben mir in der Hand benötigt wird, obwohl ich schon ein Foto gemacht habe von mir und der Casino Webseite im Hintergrund. Noch dazu hat man mir gesagt ich könne mich gerne beschweren das würde man verstehen würde aber nicht an der Situation ändern.in Mein Profil kann ich allerdings nicht hochladen, weil die Dokumente noch nicht bestätigt worden, die ich davor hochgeladen habe. Ich soll es also per E-Mail schicken das habe ich getan. Bin dann wieder in den Live Chat gegangen und Mann hat mir gesagt dass es bis fünf Tage dauern, bis die Dokumente geprüft werden. Sie erzähl mir jeden Tag eine andere Geschichte.

Unfortunately, nothing has happened for me yet; I've been waiting for 22 days for my payout and 8 days for my verification.

I've sent at least 10 emails but never get a proper answer; it always says it needs to be checked.

Leider hat sich immer noch Nix bei mir getan ich warte jetzt seit 22 Tagen auf meine Auszahlung und seit 8 tagen auf meine Verifizierung.

ich habe bestimmt 10 email gesendet aber nie bekomme eine richtige Antwort es heißt immer es muss geprüft werden

Dear Socke2708

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, Kubo (jakub.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,

Tomas

Unfortunately, despite repeated attempts, I still haven't received a satisfactory response via chat or email. I keep being told my documents are being reviewed. Sadly, no payments have been received yet. I've been waiting for almost a month now.

Leider nach wiederholten Male immer noch keine vernünftige Antwort aus dem Chat oder per E-Mail erhalten. Es heißt immer wieder meine Dokumente werden geprüft. Leider sind bis jetzt noch keine Auszahlungen in Sicht. Ich warte derzeit seit fast einem Monat

Dear Socke2708,

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,

Thank you for your patience.

We have forwarded the details to the relevant department, so that they look into this further. As soon as there is an update, you will be notified immediately.

We sincerely apologize for the inconvenience caused. Rest assured, we are doing our absolute best to resolve the matter as soon as possible.

Best Regards,

Supabet Casino team

Dear Socke2708,

Thank you for your patience.

As per the information provided by relevant department, the verification of your account is currently required to proceed with your request.

To complete this process, we kindly ask you to upload the necessary documents via our website. You can find the specific required documentation and access the upload page through your Account Profile section.

Specifically, we require the transaction history for the period October 11th to November 11th for the account number 539572**3671. This is needed to clearly view the deposit transaction made to us.

If you encounter any technical issues while trying to upload the files through the website, you may send the requested documents via email to our support.

If you have any additional questions, please do not hesitate to contact us.

Kind regards,

Supabet Casino Team

I have already sent this information several times via email.

Ich habe die besagten Information bereits mehrfach per email geschickt

I've sent it again now.

Jetzt habe ich es nochmal geschickt

So they can see how often I sent documents and received no response.

Damit sie sehen wie oft ich Unterlagen geschickt habe und nie reagiert wurde

Dear SupaBet Casino,

Could you please confirm whether you have received the requested documents and also provide an estimated timeframe for their review?

Thank you.

Today I received my first payment after a month. One payment is still pending. I would appreciate it being processed promptly, as I have been waiting for so long.

Heute habe ich die erste Auszahlung nach einem Monat erhalten. Eine Auszahlung steht noch aus. Ich bitte diese auch zeitnah auszuführen, da ich schon so lange warte.

Dear  Socke2708,

We are pleased to inform you that all the pending withdrawal requests has been successfully completed and there are currently no outstanding requests.

Kind regards,

Supabet Casino Team

The money has been received, everything has been done, thank you very much.

Geld ist eingegangen alles wurde gemacht vielen Dank

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

Dear Socke2708,

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,

Kubo