The player from Austria's verified account had not received a payout of 750 euros for over 7 weeks despite having met all requirements. He experienced unresponsive support and felt misled by the casino's communication. The Complaints Team noted that the casino had a history of ignoring complaints and had a "No Reaction Policy," which prevented further mediation. Consequently, the issue was closed as unresolved, and it was recommended to avoid the casino due to its lack of cooperation.
Superb Casino - Player's withdrawal has been delayed.
Black points: 178
Amount: €750
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.
1.7
Superb Casino has a Safety Index of 1.7, 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
Account verified, then winnings of 750 euros were paid out! I've been waiting for my money for 7 weeks! No help from the chat! Chat ends without help or response! Support doesn't respond! I've met all the requirements! They don't pay out and don't give a reason! They just lie and that's all!
You're mocked with false answers, and there are no answers as to what's going on! Pure fraud!!
Automatic translation:
Public
Complaint Resolution Center Team Lead
Public
1 month ago
Dear Klaus777777,
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? If possible, please post a screenshot of your withdrawal history here in this thread.
Thank you in advance for your cooperation and reply.
Best regards,
Kristina
Public
Public
1 month ago
Translation
I never received any winnings because I won more than €900 with my first deposit with the bonus! I used €750 to withdraw my winnings! I've completed all verification and fulfilled the bonus terms! Chat conversations are cut off, and emails aren't answered! Regards, Klaus T***
Edited by a Casino Guru admin
Automatic translation:
Public
Complaint Resolution Center Team Lead
Public
1 month ago
Dear Klaus777777,
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.
