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Hello,

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

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

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

Best regards,

Kristina

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.

I have already made successful withdrawals, with many delays, the only thing I did was when I opened the account put the data that was asked for name and iban of the bank account,, my earnings were with my money, not with bonuses

Ja fiz retiradas bem sucedidas,com muitos atrasos, a unica coisa que fiz foi quando abri a conta colocar os dados que me pediram nome e o iban da conta bancaria,,meus ganhos foi com o meu dinheiro ,nao com bonus

I've sent an e-mail to supabet, which I send every day, and I'm attaching what they replied to me.

Enviei um e-mail para a supabet,em que mando todos os dias,vou mandar em anexo o que eles me responderam

Good afternoon, once again I've spoken on the chat and sent an e-mail to supabet, and I'm attaching the chat conversation, it's always the same answer they give me

Boa tarde, mais uma vez falei no chat e mandei e-mail para a supabet,e vou mandar em anexo a conversa do chat,é sempre a mesma resposta que me dão

Good afternoon, I emailed supabet again today and they didn't reply, I'll send you the email attachment, thanks

Boa tarde ,hoje tornei a mandar email para a supabet e não me responderam ,vou mandar o anexo do e-mail, obrigado

Thank you for your reply, Sergio.melo1974. Could you please clarify when exactly you made the last successful withdrawal, and how many days it took to be processed? Which payment method to withdraw your winnings have you opted for? Was it the same one you used in the past?

Good afternoon, my last withdrawal was on August 1, 2 and 3, 2025, in the amount of 1500 euros, which was paid on August 12, 2025, the payment method was always the same by bank transfer.

Boa tarde,o meu ultimo saque foi dia 1 dia 2 e dia 3 de agosto 2025,no valor de 1500 euros que foi pago dia 12 de agosto 2025,metodo de pagamento foi sempre o mesmo por transferencia bancaria

Another email from supabet, it's like this every day, how is it possible for this platform to be open online, and for there to be no one, for the competent authorities to do nothing, and let them continue with this lie, I'm attaching their reply again.

Mais um e-mail por parte da supabet,é todos os dias isto,como é possivel esta plataforma estar aberta online, e não haver ninguem ,isto as identidades competentes nao fazerem nada,e deixar que eles continuem nesta mentira,vai em anexo novamente a resposta deles

I'd like to know if there's been any news about the payments, because the same problem with the payments continues.

Gostaria de saber em relação aos pagamentos,se ja houve novidades, porque continua o mesmo problema dos pagamentos

Hello Sergio.melo1974,

We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kristina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you very much

Agradecido,muito obrigado

I apologize for the late reply. 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.

But that's not really what happened, because I took the prize in July and it was only in September that they paid the first withdrawal, and with a lot of insistence from me they made the first payment, regardless of whether I'm vip or not it's a prize that should be paid within your rules, in this case 3 working days

Mas realmente nao foi o que se passou,porque tirei o premio em julho so em setembro é que pagaram o primeiro levantamento ,e com muita insistência minha é que fizeram o primeiro pagamento, independentemente se sou vip ou não é um prémio que deveria ser pago dentro das vossas regras,neste caso 3 dias úteis

Dear player,

Could you please specify, how much you received by now?

Good morning, at the moment I have received 3000 euros since July, there are still 5500 to go, I spoke to them today on chat to ask about the situation as I have already made withdrawals on Monday, Tuesday and Wednesday, for 1500 euros, so far they say it is being processed, since July this situation has been going on.

Bom dia ,neste momento recebi 3000 euros desde julho,ainda faltam 5500,ainda hoje falei com eles no chat a perguntar a situação uma vez que ja fiz os levantamentos na segunda, terça e quarta feira,no valor 1500 euros,ate agora dizem que está em processamento, desde julho esta situação

Regarding the 5500 debit, I forgot to put screenshots of this amount, which is attached, thank you.

Em relação ao debito no valor de 5500,esqueci me de por screenshots desse valor,que vai em anexo,obrigado

Good morning I sent an e-mail to supabet yesterday and I still haven't received a reply from them, I have 1500 euros pending since 15-09-2025, in the chat they tell me once again that it is being processed until today no money has been paid into my bank account, I'm attaching the e-mail, thank you

Bom dia mandei um e-mail para a supabet ontem e ainda nao obtive qualquer resposta da parte deles ,tenho o valor de 1500 euros pendentes desde o dia 15-09-2025,em que no chat me dizem mais uma vez que está a ser processado até hoje nao me caiu qualquer verba na conta bancária, vai em anexo o e-mail, obrigado

Dear player,

Have you received any update from the casino since your last message?

I received it, but the waiting time is 3 working days, the problem is that they always take a week, they have paid but I have played a lot, where I could be vip and I am not, and I have played a lot and at the moment I have 3000 euros there, because I have played a lot and I have put a lot there, and it does not give a prize, and to pay they take forever

Recebi,mas o tempo de espera falam em 3 dias úteis, o problema é que demoram sempre uma semana,têm pago mas tenho jogado muito ,em que poderia ser vip e nao sou,e ja joguei muito mesmo e neste momento tenho la 3000 euros,porque ja joguei muito e ja la meti muito,e nao dá um prémio ,e para pagar demoram um eternidade

Dear player,

Could you please specify, how much you received by now, and how much is still left to withdraw?

Besides, I don't know what they've done, but it's only by spending a lot that we'll be able to make ends meet.

Para além disso ,nao sei o que fizeram mas so gastando muito e que vai dando ,mas nao para os gastos

Dear player,

Could you please specify, how much you are receiving weekly?

I'm receiving 1500 now at the end, because otherwise I'd never pay less than 10 to 12 days, they only have to pay 1000 because I played, this is unacceptable for a July prize, they pay as they wish, they limit the player, they almost say if you don't play we won't pay you, because if they had paid within the rules I'd still have the money today, and I'd never play here again, they limit themselves to making payments as they wish

Estou a receber 1500 agora no fim ,porque senao nunca menos de 10 a 12 dias,so faltam pagar 1000 porque joguei,isto é inadmissível um prémio de julho ,pagam como querem,limitam o jogador,quase que dizem se nao jogares nao te pagamos,porque se têm pago dentro das regras ainda hoje tinha o dinheiro,e nunca mais aqui jogava,limitam se fazer os pagamentos como querem

Dear player,

Could you please specify, how much is still left to withdraw?

I've already been paid, but at great expense, I've been playing, I've been spending my winnings because I thought that maybe they wouldn't pay me anymore, in addition to spending my winnings, I've still been putting money in, what's certain is that since July until today I've never had a penny, I don't know what happened, I've never given anything back, so I've asked for the account to be deleted, I've already sent an email, I hope that they will definitely cancel the account, because I won't play on this platform anymore

Ja me pagaram,mas com muito custo,fui jogando fui gastando do prémio porque pensei que talvez ja nao me pagassem,alem de gastar desse premio ainda fui metendo,o que é certo desde julho ate a data de hoje nunca mais trei um centimo,nao sei o que se passou,nunca mais deu nada,sendo assim pedi a auto exclusão da conta,ja mandei email,espero que facam definitivamente o cancelamento da conta,porque nao irei jogar mais nesta plataforma

Dear Sergio.melo1974,

Thank you for sharing your thoughts with us.

We would just like to clarify that following your win in July, all your withdrawal requests were processed almost immediately — on the same day or the next — without any delay or issue.

From August onwards, some changes were applied to your VIP level, which slightly adjusted the withdrawal limits and timing, as outlined in our terms.We understand your frustration, but please rest assured that your payouts were always handled correctly. As requested, your account has already been closed.

We appreciate your time with us and wish you all the best.

Supabet Casino Team

I'm sorry, but you're lying, I withdrew the money in July and with a lot of insistence on my part and they paid me from September onwards, don't say it was right away because that's a lie, if it was like you're saying I wouldn't come here to complain, in fact I have proof of photos I took, so don't come with this conversation because you're bad payers, and there would be more questions but I'm not going to talk because I've had enough with you.

Peço desculpa,mas esta a mentir,saquei o dinheiro em julho e com muita insistência minha e que me foram pagando a.partir de setembro,nao venha dizer que foi no imidiato porque isso e mentira,se fosse como está dizer nao vinha para aqui concerteza reclamar,aliás tenho provas de fotos que tirei,portanto nao venha com essa conversa porque vocês são maus pagadores,e haveria mais questões mas nao vou falar porque com vocês ja chega

Thank you, for your reply.

Since part of the disputed amount has been paid out, and the rest has been used up for gameplay, I’m afraid there’s nothing we can do and I’m forced to reject your complaint.

I hope you won't come across a problem like this again, but please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Kind regards,

Mirka

Casino.Guru