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Good afternoon!

I've been trying to withdraw what I have in my account since August 28th, but to no avail! I'd like to see what I'm entitled to, because I really need this money! Then in the chat they always say that there are delays but soon they will solve it and nothing so far !!! I have a total of 8281 to receive

Boa tarde!

Estou tentando sacar o que tenho na conta desde o dia 28 de agosto só que sem sucesso! Queria ver pra receber o que tenho de direito, até porque preciso muito desse dinheiro! Então no chat é sempre falam que tá em atrasos mas logo resolverão e nada até agora!! Tenho um total de 8281 para receber

Dear player, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with SupaBet Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Could you please share a screenshot of your withdrawal request?
• Have you made any successful withdrawals before using the same payment method?  
• Could you please confirm that you have passed the KYC verification? 
• Have you accumulated your winnings with or without an active bonus? 

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply. 

Best regards, 

Natalia

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Good morning! I can't attach the photo! It keeps loading and I can't send the print...I only managed to make two withdrawals and nothing else fell out!

they didn't ask for verification and I used the money in the account, and no bonus!

Bom dia! Não estou conseguindo anexar a foto!! Fica carregando e não consigo enviar o print..consegui fazer apenas dois saques e não caiu mais nada!

nao pediram verificação e usei o dinheiro da conta, e nada de bônus!

Thank you very much for your reply! If you are unable to attach screenshots here, please feel free to send them to my email. Additionally, could you please forward all the relevant communication between you and the casino? My email is natalia.b@casino.guru.

Ok! I'll send it by e-mail then!

Ok!! Irei enviar por e-mail então!

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite SupaBet Casino representative to join this conversation.

Dear SupaBet Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear All,

We are currently investigating the case and will inform you accordingly once we have an update.

Your patience and understanding is highly appreciated.

Best regards,

Supabet.com

Dear SupaBet Casino,

We will be waiting for your update.

Thank you for your cooperation.

Dear RafaZermiani,

In order to proceed with paying out your withdrawals we need to verify your account.

The following documents are needed`:

• ID + Selfie (Onfido)
• Bank statement for the period 23.07-23.08 and Selfie with ID against our casino background

Kindly note that the requested documents for verification need to be uploaded via the website only, using the Document Verification Service. This can be found under "Settings => Verification", in your account. 

Once you enter the verification tab you should be able to see the status "Verification Required" as well as the documents that are needed and proceed with uploading them from there.

Once provided we will proceed further with your request.

Best regards,

Supabet.com

Dear player,

Could you please confirm, if you have been able to submit the requested documents?

Thank you.

Supabet won't let me access the account because it says the account is under review! I can't get into it and they haven't sent me anything to check the account either!

A Supabet não está deixando acessar a conta porque fala em conta em revisão!! Não consigo entrar nela e também não mandaram nada pra verificar a conta!

Dear SupaBet Casino,

Could you please advise the player on how to submit the verification documents, since his verification page is not accessible?

Thank you.

Dear RafaZermiani,

Please kindly be advised to provide the requested documents via email at support@supabet.com and we will be able to check them accordingly and get back to you with an update.

Best regards,

Supabet.com

Dear player,

Please notify me, when you will be able to send the requested documents to the mentioned email address.

Good evening! I sent photos of my driver's license and a selfie of me holding the document too!

Boa noite! Enviei fotos da carteira de motorista e uma selfie segurando o documento também!

Dear player,

Have you received any update in your verification or withdrawal process?

Not yet! I've sent in my documents but I still haven't received what's in my account! I would like you to speed things up as soon as possible! Thank you!

Ainda não!! Já enviei meus documentos mas ainda não recebi o que tenho na conta! Gostaria que agilizassem o quanto antes! Obrigado!

Dear SupaBet Casino,

Could you please clarify, if the documents provided by the player are sufficient for verification purposes?

Thank you.

Dear RafaZermiani,

Thank you for the provided ID and Selfie (Onfido)!

We are still waiting from you to send us Bank statement for the period 23.07-23.08 and Selfie with ID against our casino background in order to proceed with your verification and withdrawal requests.

Once provided, we will check them accordingly and contact you.

Best regards,

Supabet.com

I'll send you the statement now as requested and then I'll take a selfie as soon as I get it!

Irei enviar agora o extrato conforme solicitado e em seguida assim que conseguir já faço a selfie tbm!

Dear player,

Have you been able to provide the casino with the requested documents, and have you received any feedback?

I did everything they asked! I'm finding it too time-consuming for them to make the payment when I've provided everything they've asked for!

Fiz tudo o que pediram! Estou achando demorado demais para efetuarem o pagamento sendo que forneci tudo que foi solicitado!

Dear Supabet Casino,

Could you please provide us with an update on player's verification and withdrawal process?

Thank you.

Dear RafaZermiani,

We have received the documents for verification and they were checked.

We would like to inform you that your pending withdrawals will be processed in a few days and in order to pay out your active balance manually, we will need you to provide us with crypto wallet details via email at support@supabet.com. Please let us know once sent, in order to check accordingly and proceed with your request.

Your account will remain closed as per management decision based on our Terms and Conditions:

3.9: - We reserve the right to deny opening of an account or close an existing account without prior notice or justification.

We hope this clarify the matter for you!

Best regards,

Supabet.com

Dear player,

Have you been able to provide the casino with the requested details?

I'll send you the balance! I'll let you know when I receive it! Thank you

Irei enviar sim para receber o saldo! Aí recebendo aviso vocês aqui! Obrigado

I've received two emails saying that they're trying to resolve the demand for payments and that they'll speed up my process so that they can make my payment! But I've been

months to receive my balance! It's really complicated! I've sent all the documentation, selfies, bank statements and even cryptocurrency to make the payment and so far nothing! I would like them to resolve this urgently!

Recebi dois e-mails, dizendo que estão vendo pra resolver que estão com demanda de pagamentos e que irão agilizar meu processo para fazerem meu pagamento! Porém estou a meses com

essa enrolação para receber meu saldo! Está bem complicado mesmo! Mandei toda documentação, selfie, extrato bancário e até banco com cripto moedas para fazerem o pagamento e até agora nada! Gostaria que resolvessem isso urgente!

Dear Supabet Casino,

Could you please specify, when the player can expect to receive withdrawals?

Thank you.

Dear All,

We would like to assure you that we are actively working on the customer's request, so he can receive his funds in the nearest time possible.

We will notify you once there is an update.

Thank you for your patience and understanding!

Best regards,

Supabet.com

Received! Thank you

Recebido! Obrigado

Dear All,

We would like to confirm that the active balance on the account was returned to the customer.

Best regards,

Supabet.com

Dear RafaZermiani,

We're glad to hear that your issue has been resolved. 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, please 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/casino.guru. 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,

Mirka Dubasova

Casino.Guru