The player from Germany had been unable to withdraw his winnings of 323 euros for over a year, with a previous payout canceled by the admin after a long wait. His new payout request had also been pending for months, and he faced unhelpful support. The Complaints Team had closed the complaint as "unresolved" due to the casino's No Reaction Policy, which had resulted in multiple similar complaints being ignored. As a result, the overall rating of the casino was affected, and players were advised to avoid this gambling establishment.
Superb Casino - Player’s winnings have not been paid out.
Black points: 98
Amount: €323
Superb Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
1.8
Superb Casino has a Safety Index of 1.8, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction policy
UNRESOLVED
Case summary
1 month ago
Public
Public
1 month ago
Translation
Unfortunately, I've been waiting for a year or two on this website without a chance to withdraw my winnings. It's a shame that I only realized later that this casino isn't transparent and seems to be a scam.
323 euros that have been pending for a long time were canceled by the admin after 1 year. I then requested a new payout which has been pending again for months. The support also closes chats immediately if something is not right for them.
This casino should be closed immediately and something should be done as soon as possible.
Automatic translation:
Public
Complaint Resolution Center Team Lead
Public
1 month ago
Dear Mad_Ness,
Thank you very much for submitting your complaint. I’m sorry to hear about the issue with your withdrawal and understand your concern. However, I’d like to emphasize that we received many complaints about delayed withdrawals from this specific gambling establishment. Regardless of many submitted cases, the casino decided to have a No Reaction Policy approach to all our attempts to negotiate any kind of issues.
I can only imagine how frustrating it must be waiting for your money and not having any feedback about when you’ll receive it and I also genuinely hope that your winnings will be sent to you eventually.
- Could you please advise if you've ever received any winnings from this gambling establishment?
Thank you in advance for your cooperation and reply.
Best regards,
Kristina
Public
Public
1 month ago
Translation
Yes, 323 euros, but unfortunately they are still being processed and it doesn't seem like the two renewed payments will ever be processed.
Hope I can at least warn others
Best regards
Automatic translation:
Public
Complaint Resolution Center Team Lead
Public
1 month ago
Dear Mad_Ness,
Unfortunately, we have come to a point where we are not able to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation, however, this one has 20+ cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us.
Sadly, we are forced to close your complaint as "unresolved." This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue, however, the decrease in rating caused by unresolved complaints could change the casino's approach.
Regrettably, we have no other choice since it seems to be a common practice for Superb Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our failed attempts to negotiate.
We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts resolving any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from Superb Casino. I wish I could be of more help.
The casino can reopen this complaint anytime.
