Superb Casino - Hráč se domnívá, že jeho výběr je opožděn.

I have same problem of withdrawl (£3084.15) which i made on the 6th november 2023. Their website clearly says withdrawl in 24H-48H. After chatting with their online agents they are saying withdrawl takes 7-21 working days but they are same line winner casino and my withdrawl with winner casiono took more than 25 business days and no signs of processing which i already complained here .. Kindly help me out to sort this with superb as well. Thanks

Dear Rehan1979,

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

Dear Rehan1979,

Have you received your withdrawal from the casino yet?

Dear Kristina,

Sorry for the late reply as i was out of country .. Still waiting on the withdrawal and it status shows pending .. Nearly 3 weeks gone.

Thank you for your reply, Rehan1979. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

Dear Kristina;

I made one withdrawal before which i cancelled after few days on request as i have to make one and last withdrawal to save my time .(As their policy is if you have one withdrawal pending you cant make another withdrawal so i have to cancel the first withdrawal and make one big withdrawal). I do make deposit and play after my account is fully verified . As sometimes verification is complicated , so for my own satisfaction i do verification first before making any deposit.

I am not fan of Bonus. I played with my own money without any bonus.

Have you tried contacting the casino regarding this issue? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear Kristina..

Thanks for your effort. I have forwarded all the chats and email communication to your email. Thanks

Thank you very much, Rehan1979, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@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.  

Hello, Rehan1979!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Hello Pavel ;

Thanks for your message . I already have forwarded my communication with superb to Kristina a few days before , and it is nearly 2 months now since i made the withdrawal, I chat with superb today and they still saying the same thing.. I have emailed the chat to myself, if you want i can share with you .

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.

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. I will close the complaint as "unresolved" which will decrease the casino rating. I understand this isn't a satisfactory solution to your issue. However, the change in the rating caused by unresolved complaints might 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. Also, the casino is not licensed, so I cannot recommend you to contact any Gaming Authority. Please let me know if you need help with anything regarding the case or if casino will try to contact you (pavel.k@casino.guru). I am sorry I could not be of more help.

Best regards,

Pavel K

Casino Guru Team