Super Casino - Delayed payment due to no response in verification process

RESOLVED
Christopher Gallagher United Kingdom
posted on October 14, 2015.

I only recently started playing with this casino but was lucky enough to have a win of £1,100. I selected to withdraw my winnings which then triggered an email to confirm my identify. As a regular online player I am used to this process. All other casinos I have used (10+) are very fast at processing the documents. I submitted mine the same day I received the email requesting them. From this all you receive is a automated email saying they have been received and a email will be sent once processed. After three days I contacted the company using their online chat system. This was because in the past I usually hear back from the casino the very same day. Therefore, I wanted to check if they had received the documents.The online chat representative confirmed the documents had been received by the correct department however, 'no time frame can be given' for how long they will take to process. After another 24 hours I decided to email the address the documents need to be sent to, explaining I would like to access my winnings (my account has also been blocked while this process continues so I have no access to this money at all) and if I could be given an update on the process. As of yet I have had no response. I am only writing this complaint here in the hope I will have some useful information back from the casino.

Christopher Gallagher United Kingdom
posted on October 16, 2015.

Developments on my issue: Again I contacted their 'customer service' via the online chat option. Again I was told the documents were received and in processing. However, no time frame could be given. Then I sent a complaint to their complaints email address stating my problem again. I have not hear anything from the casino in response. Today I received an automated email (attached) stating my documents have not been received and that my request for withdrawal has been reversed due to not supplying the documents in time. This email is totally wrong and extremely infuriating. I have never experienced such poor customer service. This casino is clearly delaying access to my funds.

Christopher Gallagher United Kingdom
posted on October 16, 2015.

Finally received a reply. I was asked to provide a photo holding my ID. A very strange request as I have never had this asked before. The photo has been submitted and passed on to the correct department. I was told to expect an update on Monday.

posted on October 17, 2015.

Hi,

We can see that the final document was submitted. Our documents team will review this on Monday and provided it is approved, we will be able to process the withdrawal.

Kind Regards,

SuperCasino

posted on October 19, 2015.

Hi,

Our team have tried to reach the player by phone this morning and have left a voicemail. We will try again later on today; in the mean time please call the number provided on the voicemail and we will be able to get the situation resolved.

Kind Regards,

SuperCasino

Christopher Gallagher United Kingdom
posted on October 19, 2015.

I have now been in contact with the casino over the phone. They were actually quite helpful and efficient. With some further questions they have confirmed the verification of my account. I am now just waiting for both of my withdrawals to be processed. Once I have received the funds I will update this complaint and file it as closed.

AskGamblers
posted on October 22, 2015.

Based on player's last comment, we consider this case as resolved and it is now officially closed.