The player from Germany had requested a withdrawal less than two weeks prior to submitting their complaint. Their money had not been received yet. After the player reported ongoing delays and a lack of communication from the casino, the Complaints Team intervened. The casino later confirmed that the player's withdrawal of over €6,000 had been paid out. The issue was then marked as resolved by the Complaints Team.
SupaBet Casino - Player believes that their withdrawal has been delayed.
Amount: €500
SupaBet Casino
Safety Index:HighSafety Index
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8.6
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
Public
Public
3 months ago
Translation
I've won a total of over €6,000 at Supabet Sports Betting. However, I'm a VIP Level 1 and can only withdraw €500 at a time. My first withdrawal request was a week ago. The terms and conditions state that it actually takes a maximum of 72 hours. I'm also being ignored by email, and customer support keeps putting me off. I haven't had any further verifications pending. The withdrawal status hasn't changed at all. This is so much money for me, and I'm just frustrated. I hope for your help in getting my money. Best regards, Lenny Weber
Automatic translation:
Public
PR Assistant
Public
3 months ago
Dear lennywbr73,
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.
Public
PR Assistant
Public
2 months ago
Dear lennywbr73,
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.
Public
Public
2 months ago
Translation
Hello, I hope you can help me. According to support, everything has been verified, but I still haven't received my payout. I'm put off every day and kept getting delayed. I try again the next day; it's always the same. My emails are also ignored, and as I said, support keeps repeating the same phrases and fobs me off. I have over €6,000 in my account and now I finally want my payout. I've been waiting so long for the money. The payout status hasn't even changed.
Best regards,
Lenny
Automatic translation:
Public
Casino representative
Public
2 months ago
Dear all,
Thank you for reaching out to us.
Please be informed that we are presently in communication with the relevant department regarding your withdrawals.
We will ensure to update you promptly as soon as we obtain any information from them.
We would appreciate your understanding regarding any inconvenience this situation may have caused.
Best Regards
Supabet Casino Team
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Public
2 months ago
Translation
Please help me. Nothing has changed. They're treating me like a clown and keep giving the same answers. I won about €6,000 there, and now I want my money.
Automatic translation:
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PR Assistant
Public
2 months ago
Thank you lennywbr73 for all the information provided so far. I will now forward your complaint to my colleague Martin ([email protected]) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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Casino Analyst & Complaint Specialist
Public
2 months ago
Hello lennywbr73,
I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on.
Dear casino representative,
please keep us updated on the information you receive from mentioned department.
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Casino representative
Public
2 months ago
Dear all,
Thank you for reaching out!
Please be informed that the customer's withdrawal has been paid out.
We hope this helps us reach the resolution of the case.
Best regards,
Supabet team
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Casino Analyst & Complaint Specialist
Public
2 months ago
Dear lennywbr73,
We're glad to hear that your issue has been dealt with. 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, 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/www.kpvfaw.com. 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,
Martin
www.kpvfaw.com
