Complaint #39 Supabet Casino

Delayed repayment of CAD 80704

By Luckylarry61

2 months ago

I am submitting this complaint regarding the delayed payment of CAD $80,704.83 relating to deposits accepted after I requested account closure due to gambling addiction.

Over an extended period, Supabet representatives have repeatedly advised me that the return of the CAD $80,704.83 had been prioritized, forwarded for processing, was with the relevant department, and, more recently, was being finalized.

Despite these repeated assurances, the payment has still not been made.

I have fully cooperated throughout this process and, to the best of my knowledge, no further information or documentation is required from me. I possess extensive documentation, including emails and numerous live chat transcripts, supporting the representations made by Supabet’s staff, and am happy to provide them.

I respectfully request AskGamblers’ assistance in obtaining payment of the outstanding CAD $80,704.83, which remains unpaid despite repeated assurances that the return was being processed and finalized.

Further documentation and correspondence can be provided upon request.

Disputed Casino Supabet Casino

Reason Delayed payment

Amount $3190

Discussion

AskGamblers

• Support Team

4 days ago

Dear all,

Following a careful review and consideration of all the information, details, and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team concluded that the correct disputed amount in this case is 3190 CAD, which is the player's net loss happened due to the postponed closure of the player's account.

As apparent from the submitter's latest post, the disputed amount has been received, and the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

We thank both parties for their assistance during the complaint process.

Luckylarry61

• 1 reviews

5 days ago

Dear Supabet Team,

Thank you for processing the CAD $3,190 payment. I confirm that I have now received the funds and appreciate Supabet following through on this payment.

I want to be clear that the remaining CAD $77,514.83 is not a request for goodwill.

In March 2025, I attempted to close my Supabet account. The account was not closed, and more than CAD $80,000 was subsequently deposited. I have been carrying substantial credit card debt stemming from that period ever since. The CAD $3,190 payment provides some relief, but it does not resolve the underlying amount in dispute.

This is why the 2025 live chat transcripts are so important. My position has consistently been that I communicated my struggles with gambling and attempted to stop. Supabet has now confirmed that its specialized department is retrieving those records, and I require the complete transcripts to be provided as previously promised.

Those transcripts will provide the contemporaneous record of what I communicated to Supabet and how my requests were handled. When a customer is attempting to stop gambling and asks for their account to be closed, continuing to accept substantial deposits is precisely the harm that responsible gambling safeguards are intended to prevent.

The CAD $3,190 has now been paid, leaving CAD $77,514.83 of the CAD $80,704.83 repayment I continue to seek. I require Supabet to pay that remaining balance.

I remain fully willing to work directly and amicably with Supabet to resolve this. I am not seeking to prolong the dispute. Upon payment of the remaining CAD $77,514.83, I will consider the CAD $80,704.83 repayment fully resolved and discontinue further escalation concerning this matter.

Please provide the outstanding 2025 live chat transcripts and arrange payment of the remaining CAD $77,514.83.

Kindly,

Luckylarry61

• 1 reviews

1 week ago

Dear Supabet Team and AskGamblers Complaint Team,

Thank you for confirming that the CAD $3,190 payment has been processed. I appreciate Supabet taking this initial step toward resolution. I will confirm with both Supabet and AskGamblers once the funds have reached my bank account.

I also appreciate confirmation that Supabet is retrieving my 2025 live chat transcripts. I look forward to receiving them, as I expect those records to substantiate my position regarding the gambling-related concerns communicated to Supabet.

For absolute clarity, my requested repayment remains CAD $80,704.83 in total. Once the initial CAD $3,190 payment is received, the remaining balance will be CAD $77,514.83.

Payment of that remaining CAD $77,514.83 will fully resolve my claim for the CAD $80,704.83 repayment.

I remain fully willing to work directly and amicably with Supabet to achieve that outcome. Upon payment of the remaining CAD $77,514.83, I will consider this matter fully resolved and discontinue further escalation concerning this dispute.

Thank you again for processing the initial payment. I trust we can now work constructively toward payment of the remaining balance and bring this matter to an amicable conclusion.

Supabet Casino

• Representative

1 week ago

Dear player,

Thank you for your patience.

We are happy to inform you that refund in the amount of 3190.00 CAD has been completed and sent from our side. It should take about 3 to 5 business days for the amount to show up on your payment method.

Regarding the chat transcripts, we would like to inform you that your request has been forwarded to our specialized department, and they are currently working on it. Once the request is completed, it will be sent to you via email.

Kind regards,
Supabet Team

Supabet Casino Complaint Stats

Resolved 21 / 21

Avg. Amount $1,703

Avg. Complaint Duration 8 days

Avg. Response Time 2 days

Supabet Casino Complaints

See all complaints for this casino

Another Delayed Payment

My withdrawal has been pending since August 29th. I’ve chatted to inquire and receive the same standard canned notes that they’re backlogged and to be rest assured my cashout will be handled very soon.
I chose to complain at this point because when I chatted yesterday, the “agent” who helped me didn’t even have the decency to change the canned note to replace “customer” with my name. This is a full business week without any movement on my account.

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$500

Withdrawal not processed for several days

I am filing this complaint regarding delayed withdrawals from my Supabet account.

I currently have several withdrawal requests that have remained pending/in processing for an unreasonable amount of time. The total amount I am trying to withdraw is approximately €4,500.

Supabet’s support has repeatedly confirmed that my withdrawals are in the queue of their Finance Department and that they should normally be processed within approximately 3 business days. I was later told that my transactions had been prioritised and that withdrawals would take approximately 3–5 business days after payment initiation.

Despite these assurances, the withdrawals have still not been completed.

Supabet has also confirmed that my account is currently Level 1, with a withdrawal limit of €500 per 24 hours and a monthly withdrawal limit of €7,000. I am therefore not exceeding the stated monthly limit. I have also complied with the maximum number of active withdrawal requests.

What concerns me particularly is that I continue to receive different explanations for the delay, while the withdrawals remain pending.

I have contacted Supabet support several times and have given them sufficient time to resolve the matter. I have saved the correspondence and can provide screenshots and other evidence showing the withdrawal requests, their status and Supabet’s responses.

I am asking Supabet to process my pending withdrawals without any further unnecessary delay and to provide a clear explanation for the continued delay.

I am not requesting anything beyond the withdrawal of my legitimate available balance. I would appreciate AskGamblers’ assistance in resolving this matter with the operator.

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Subject: Request for Urgent Assistance Regarding Delayed Refund Payment

Dear Supabet Support Team,

I am writing to formally raise a complaint regarding my pending refund payment, which I have still not received despite already completing all the required steps from my side.

After receiving the refund confirmation email from your team, I immediately provided my correct bank account details as requested so the refund could be processed without delay. However, it has now been over a week, and the payment has still not been credited to my bank account. During this time, I have also sent multiple follow-up emails requesting an update about the status of the refund, but unfortunately I have not received any reply or explanation from your support team.

This situation has become very frustrating and disappointing because I have fully cooperated and submitted all the necessary information on time. As a customer, I expect clear communication and a proper response regarding my refund request. The lack of updates and delayed payment is causing unnecessary stress and inconvenience.

I kindly request that your team urgently investigate this matter and provide me with a clear update on when I can expect to receive my refund. If there are any issues with the payment process or if additional information is required from my side, please let me know as soon as possible so the matter can be resolved quickly.

I would also like to respectfully request AskGamblers to assist me in resolving this issue, as I have not been able to get a response directly from Supabet despite repeated attempts.

I sincerely hope this matter can be resolved promptly and professionally. I look forward to receiving a response and my pending refund as soon as possible.

Thank you for your attention and assistance.

Resolved

$3,500

Delayed EUR 1500 withdrawals out of total EUR 4500 withdrawable balance

Dear Ladies and Gentlemen,

Casino URL: https://supabet1.com/de/

I currently have three pending withdrawal requests of EUR 500 each, submitted on:

- 12 May 2026: EUR 500

- 13 May 2026: EUR 500

- 18 May 2026: EUR 500

This means that EUR 1,500 is currently pending as withdrawal requests. In addition to these pending withdrawals, I still have approximately EUR 3,000 remaining as withdrawable balance in my Supabet account. Therefore, the total amount I am trying to withdraw from Supabet is approximately EUR 4,500.

Supabet states on its website that withdrawals are processed within approximately 3 business days. However, my pending withdrawal requests have not been processed within this timeframe, and I have not received any concrete explanation for the delay.

A previous EUR 500 withdrawal was already processed by Supabet, but only after approximately 7 days. Since then, my further withdrawal requests have remained pending, although the stated processing time is approximately 3 business days.

I have contacted Supabet support several times. Unfortunately, I have only received general template replies stating that the Financial Department is aware of the delay and that the matter is being reviewed. I have not received any specific information about the reason for the delay or a clear payout schedule. So far, Supabet has not requested any verification from me. In my account, the verification section currently also shows that no verification is required.

In addition, I sent Supabet a formal request and gave them 48 hours to provide a concrete update regarding the status of my withdrawals, the reason for the delay, and a clear payout schedule. However, I again only received a general template response without any specific explanation or payment confirmation.

I would also like to clarify that there is currently no active bonus connected to my pending withdrawals or remaining withdrawable balance. I have not cancelled my pending withdrawal requests, and I do not intend to continue playing with the remaining balance. My only request is the proper payout of my existing withdrawable balance.

I have attached screenshots of my pending withdrawal requests, examples of the general template replies I received from Supabet support, and my formal 48-hour request to Supabet.

I kindly ask AskGamblers to help me resolve this issue and ask Supabet to process my pending EUR 1,500 withdrawals and provide a clear payout schedule for the additional remaining approximately EUR 3,000 balance in my account.

Disputed total amount: EUR 4,500

Currently pending withdrawal requests: EUR 1,500

Additional remaining withdrawable balance in the account: approximately EUR 3,000

Kind regards

Resolved

€4,500

Withdrawals delayed for months

HI,

I am a long-term customer and won a very big amount in sports. At this time, I was VIP Level 5, and I was able to withdraw 1500 euros per day. Withdrawals always arrived between 24 and 48 hours after requesting them.

After a while, they downgraded me to Level 1(from 5 to 1), and then the issues started. VIP 1 means - I was only able to withdraw 500 per day and a total amount of 7000 euros per month, but they have been delaying my withdrawals for months. I was even playing more in the hope of getting a higher vip level, but then they restricted my account at betting, and i was only able to place small amounts, so I stopped completely. I mean, I would not complain with level 1 if I were able to get 7000 Euro per month, but they are sending me only 1500 every 3-4 weeks. Livechat is no help, always the same standard answers.

I still have 34129 Euro and 3 open withdrawals of 500 Euro. So the total is 35629 Euro. Requested on the 1st,2nd, and 3rd of April.

If it goes on at that speed, it will take me 2-3 years to get it all back. As I said, I am restricted, no chance of a higher vip level, and delaying withdrawals.

I want them to stop delaying the withdrawals, and in the best case, they increase my VIP Level

55h left

€35,629

All standard replies and bots

I have deposited many times and finally won!

I was very excited.

Submitted my withdrawal request on February 21st and have chatted now 4x to ask the status, and each time they say the same thing, despite what I say in the initial chat message.

I understand bots to help with general information, but not situations such as this. Not to mention no specifics about when I can expect my payment to be sent to me.

I just want my withdrawal so I can continue to play.

I cannot deposit when I’m not confident that there will be a reasonable cash-out time frame.

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Am I cooked

I've been waiting almost 3 weeks for payment after winning 8000. with a 750 a day withdrawal limit, and a 4 max withdrawals at a time. Customer support has not been helpful through email or live chat, telling me everything is good, they're finalizing it, youll be paid soon.

I used crypto to avoid payment providers.

I'm verified im not in an excluded country. I did not use a bonus.

They are just not paying

Please help, but I think I'm cooked.

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$8,000

Withdrawal delayed since January 29th

I have a withdrall since January 29th and still have not been approved.

Customer service always says that there are technical problems, and still hasn't approved.

Today is February 6th, and nothing.

I sent an email, and they didn't answer.

Can you help me? I dont know if they will pay me or not because customer service seems like automatic responses.

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Casino closed my account and I have no access to my registration email so change new email

I am submitting this complaint against Supabet because my account was blocked, and I completely lost access, leaving 18,586 USDT trapped on the platform.

Since then, I have contacted support multiple times. The only answer I receive is that I "must wait for an email," but I have already sent several emails and received only one reply, with no progress or timeline.

My intention is simple and clear: I want to withdraw my funds, which remain blocked without explanation and without any concrete solution from Supabet.

1. I want to change my new email address,

2. Immediately unblocks my account OR

3.Processes the full withdrawal of the 18,586 USDT that are being withheld.

The lack of support and transparency is severely affecting me.

Thank you.

Rejected

$18,586