Hello, I won 3160€ on Super Boss Casino on 15 April 2025, I have uploaded my KYC documents and card proof and chat says that during verification my withdrawals have been suspended. I have asked what more they require from me , but have not gotten a reply. Please can you assist with getting my winnings.

Dear thommythegun,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear thommythegun,

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.

Hello Nick,

I still have not received any payment or communication from the casino.

Thank you for all the information provided so far. I will now forward your complaint to my colleague Romi ([email protected]) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello thommythegun,

My name is Romi, and I will be assisting you with your case. I would like to request the presence of a representative from the casino in this conversation.

Dear SuperBoss Casino,

Could you possibly provide additional information regarding the withdrawal and clarify the situation?

Thank you in advance.

Respectfully,

Romi

Hi Romi.

We are checking situation and will write reply soon.

We've been running a player activity check. This check was made within the timeframe specified in rule 7.17. The check has been completed. One of the payments has already been processed.

Hi, yes I have just recently received the first withdrawal of 500€ today and I have made the next withdrawal request.

Hello, all.

Thank you for your cooperation.

Hello thommythegun,

Could you advise what the total amount you need to withdraw is, please, so I can change it here as well?

Thank you in advance.

Respectfully,

Romi

Hi Romi, the total winnings are 3160€. I have received 500€ so far.

Thank you, thommythegun, for the information.

Please let us know whenever you receive the next payment.

Thank you in advance.

Romi

OK sure will do. Thank you.

Hi again Romi, I have just received the second 500€ and made a withdrawal for the next.

Hi Romi, I have received the next 500€ today and made a withdrawal for the next.

Dear thommythegun,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Romi
www.kpvfaw.com