Superb Casino - Spelarens insättning återspeglas inte på deras konto.

Good Day,

I made a deposit of 200 Euro by credit card. My credit card and my bank account were fully charged. However, the funds were never credited to my user account.

Every attempt to contact the casino has been unsuccessful. The conversation in the live chat always ends before the situation is clarified.

Emails are not answered by customer service.

It strongly appears that this casino wants to unlawfully retain the 200 Euro.

I have already blocked my account and now I simply want the 200 Euro refunded. I have all the proof and have already provided it to the casino.

But as the casino is not being cooperative and shows no intention of reimbursing the money, I urgently need your help.

Please assist me in recovering the 200 Euro.

Transaction number for the payment: 34926465

Many thanks.

Guten Tag,

ich habe eine Einzahlung in Höhe von 200 Euro per Kreditkarte vorgenommen. Meine Kreditkarte und mein Bankkonto wurden vollständig belastet. Das Geld wurde aber nie auf meinem Benutzerkonto gutgeschrieben.

Alle Kontaktversuche mit dem Casino scheitern. Im Live-Chat wird die Unterhaltung immer beendet, obwohl der Fall nicht aufgeklärt wurde.

E-Mails werden vom Kundenservice nicht beantwortet.

Es sieht sehr danach aus, dass dieses Casino die 200 Euro unrechtmäßig einbehalten will.

Ich habe mein Konto bereits sperren lassen und möchte nun einfach die 200 Euro zurückerstattet bekommen. Ich habe alle Nachweise und diese auch bereits dem Casino zur Verfügung gestellt.

Da sich das Casino aber nicht kooperativ zeigt und keine Anstalten macht, das Geld zurückzuzahlen, benötige ich dringend Ihre Unterstützung.

Bitte helfen Sie mir die 200 Euro zurückzubekommen.

Transaktionsnummer der Zahlung: 34926465

Vielen Dank.

Dear KKK2023,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process that takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted. 

If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.

• Could you please advise if it was your first deposit in this casino?
• Have you contacted your bank already? Ideally, they should be part of the investigation.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

Good evening,

No, it was not the first deposit with this provider. The credit card payment method had already been used before and everything worked smoothly. On my side everything was normal in the payment process. Unfortunately, I don't understand why the provider didn't credit the money even though he received the money.

I also contacted my bank. They can't do anything because the payment was authorized by me. The bank asked me to clarify the matter with the dealer.

The dealer stalls me and doesn't do anything.

Please put pressure on the provider. For my part, I did everything. I want my money back because it's mine.

Guten Abend,

nein, es war nicht die erste Einzahlung bei diesem Anbieter. Die Zahlungsmethode Kreditkarte wurde zuvor auch schon benutzt und es hatte alles reibungslos funktioniert. Auf meiner Seite war alles normal im Zahlungsprozess. Leider verstehe ich nicht, warum der Anbieter das Geld nicht gutgeschrieben hat, obwohl er das Geld erhalten hat.

Zu meiner Bank habe ich ebenfalls Kontakt aufgenommen. Die können nichts machen, da die Zahlung von mir autorisiert wurde. Die Bank hat mich gebeten, die Sache mit dem Händler zu klären.

Der Händler hält mich hin und macht gar nichts.

Bitte machen Sie Druck auf den Anbieter. Ich habe für meinen Teil alles getan. Ich möchte mein Geld zurück, da es mir gehört.

I completely empathize with your frustration, KKK2023. As I mentioned previously, the process of locating and refunding your funds to your bank account or crediting them to your casino account may take some time. In order to give the casino sufficient opportunity to investigate and resolve the issue, I will extend the timeline for an additional 16 days, making it a full month. If no progress is made by then, we will step in and intervene. Let's remain optimistic and anticipate positive news regarding your deposited funds. Thank you for your patience and understanding in advance.

Good morning,

Unfortunately I still haven't received a refund of the 200 euros.

Please help me so that I can finally get the 200 euros back.

Thank you.

Guten Morgen,

leider habe ich noch immer keine Rückzahlung der 200 Euro erhalten.

Bitte helfen Sie mir, damit ich endlich die 200 Euro zurückerhalte.

Vielen Dank.

Thank you very much, KKK2023, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of Superb Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy" we keep on trying.

Hello KKK2023,

I'm Michal and I have taken over your complaint. I have reviewed your case and just so you know Superb Casino was not very cooperative in solving player complaints with us in the past, but I will still contact the casino to see if we can help.

We would like to invite Superb Casino to join the conversation.

Dear Superb Casino,

Can you please provide more information on why the player's refund has not been processed yet?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear KKK2023,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only strongly recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal

Casino Guru