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My name is S. S. M., born on [hidden by Casino Guru], and I am submitting this formal complaint regarding the betting company Supabet due to an unjustified delay in payment.

Specifically, since last week, I have been waiting for the payment of an amount of €7,925.22, which I lawfully won through their platform. Despite multiple contacts with the company, they assured me that the payment would be processed no later than Monday, July 14, 2025, which has not happened.

I kindly request your immediate intervention to safeguard my legal rights as a player and consumer.

Sincerely,

S. S. M.

Hello,

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 the 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 within 14 days since requesting the withdrawal, please let us know, and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Veronika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

I didn't have time to do any verification within 6 days as I was a new player on the platform and when I asked to do verification they told me that I didn't need to do it, that it was fine with the email the card I had made a deposit with, nothing was needed. I have the patience to wait until the end of the month as long as they clarify this when they say until Monday it is until Monday no later, I have also been blocked from the platform and I have no direct access except for the assurance that the money will be paid as soon as possible, which is a mockery of my person.

The first €1000 came in, today they owe me the remaining €6925

Μπήκαν τα πρώτα 1000€ σήμερα μου χρωστάνε υπόλοιπο 6925€

I'm glad to hear that you received the first part of your winnings. Have you submitted a new withdrawal request yet?

No, as my account is blocked, they asked me via email to verify my identity, I have done so and I have been waiting since yesterday 17/05/2025 for an update and finally the clearing of my balances. Thank you very much for your support.

Όχι καθώς ο λογαριασμός μου είναι μπλοκαρισμένος μου ζήτησαν μέσω email να κάνω ταυτοποίηση την έχω κάνει και περιμένω από εχθές 17/05/2025 ενημέρωση και εν τέλει την εκκαθάριση των υπολοίπων μου. Ευχαριστώ πολύ για την υποστήριξη σάς

I am still waiting for processing, they assure me every 5 days that I will get my money as soon as possible, still nothing.

Είμαι ακόμη σε αναμονή επεξεργασίας με διαβεβαιώνουν κάθε 5 μέρες ότι θα πάρω τα χρήματα μου το συντομότερο δυνατόν ακόμα τίποτα.

Thank you for the update. Which documents have you provided to the casino for verification? Have any of your documents been approved and verified yet?

What types of games did you play? Were they slots, live casino games, or did you place bets on sports?

I have provided documents such as bank name, registered office details, full name, email, passport for identification purposes. Today I submitted these as requested and I am still waiting.

Έχω προσκομίσει έγγραφα όπως τράπεζα ονομασία έδρα στοιχεία ονοματεπώνυμο email διαβατήριο για την ταυτοποίηση σήμερα τα υπέβαλα αυτά καθώς μου ζητήθηκε και ακόμη περιμένω.

It was just sports betting.

Αθλητικό στοίχημα μόνο ήταν

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Please note that if the matter becomes solely related to sports betting, we regret to inform you that we won't be able to assist you, as we do not have a department handling such issues.

Dear spetosspoutis97,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a SupaBet Casino representative to join this conversation and participate in resolving this complaint.

Dear SupaBet Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

Dear spetosspoutis97 ,

We kindly inform you that we are currently reviewing your request and the appropriate department has been notified and is actively addressing the matter.

Moreover, we would like to assure you that we will notify you promptly once there is an update.

Thank you for your patience and understanding.

Kind Regards,

SupaBet Casino Team

Dear SupaBet Casino,

Thank you for your response. Please keep us updated regarding the player's withdrawal.

I'll be awaiting your reply.

Dear SupaBet Casino,

Thank you for your response. Please keep us updated regarding the matter.

I'll be awaiting your reply.

Dear all,

We would like to update you regarding the matter.

Only 500 EUR remained to complete and it is currently processing.

Best regards,

Supabet Casino Team

Dear SupaBet Casino,

Thank you for your response and cooperation.

Dear spetosspoutis97,

Could you please confirm receipt of the funds and that there is only one payment of 500€ being processed?

I'll be awaiting your reply.

Absolutely right only 500€ is now

Dear spetosspoutis97,

Thank you for your response.

Could you please let us know once the payment is processed and it arrives in your casino account?

I'll be awaiting your reply.

Dear spetosspoutis97,

We are pleased to inform you that all your pending withdrawal requests have been successfully completed.

Thank you for your patience and cooperation.

Kind Regards,

Supabet Casino Team

Dear spetosspoutis97,

Could you please confirm the receipt of the withdrawals?

I'll be awaiting your reply.

Dear spetosspoutis97,

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,
Stefan
Casino.Guru