Super Casino - Delayed withdrawals totaling over £5000

RESOLVED
ActionPat Puerto Rico
posted on February 13, 2015.

I have been waiting for several withdrawals from SuperCasino for over a month now. Originally they asked me for photo proof of my passport and address which I sent in promptly. I then heard nothing more of the withdrawals and thought they would be processed. When they were not processed and still showed as pending in may count I contacted them and was told they had sent a 'Deposit Authorisation Form' which I NEVER received. I don't believe they ever sent anything. I had to contact them several times to tell them I had not received it and they eventually sent another one. I completed this and returned it too them and now, over two weeks later they have still not processed my withdrawals. I have emailed them to ask why but I always just get told that my query has been sent to the management and then I don't hear anything for days. They never follow up these emails until I contact them again a week later and then they just stall again.

ActionPat Puerto Rico
posted on February 18, 2015.

Yesterday SuperCasino emailed me to ask for my documents again, and also to ask for a photo of me holding the days newspaper!?
I sent this all in and they replied with the following:

Thank you for your email.

We would like to confirm that we have received your documents. They have been sent to the relevant department and saved on your file. .

If you have any pending withdrawals, these will now be processed in the normal casino processing times. Thank you for your cooperation.



Best Regards,
The SuperCasino Team


I hope this is resolved and the payments will be processed tomorrow.

ActionPat Puerto Rico
posted on February 18, 2015.

Today I received this email from them confirming the withdrawals should be processed within 24 hours. This was 17 hours ago already. No confirmation from them to say they have been processed.


Thank you for your email.

Your withdrawals will be processed after 24 hours and you will receive an email as soon as this would be completed. From there please allow your bank 1 to 3 working days to credit your funds back to your nominated account.

We apologize for any inconvenience caused and appreciate your patience.



Best Regards,
The SuperCasino Team

posted on February 19, 2015.

We are checking over the player's account and will revert back shortly.

Kind Regards,
SuperCasino

ActionPat Puerto Rico
posted on February 20, 2015.

Still nothing. It's now four days since they told me my documents were accepted (again) and they would process my withdrawals. However since then I have heard nothing. I have sent them the following email today:

It has now been three days since this email, and 4 days since you accepted my documents and told me my withdrawal would be processed.Can I get an update please? Why has this still not been processed? Patrick

posted on February 23, 2015.

We can confirm that the documentation has been verified as per our earlier email to the player and as such his withdrawals have been processed. The player should receive them within 2-3 business days.

Kind Regards,

SuperCasino

ActionPat Puerto Rico
posted on February 23, 2015.

I can confirm I have received emails saying the withdrawals are being processed. I will update when they reach my bank account.

posted on February 27, 2015.

We would expect the withdrawals to have hit the player's account by now. Normally withdrawals take 1-3 business days to clear. Sometimes this can take up to 5 business days.

Kind Regards,

SuperCasino

ActionPat Puerto Rico
posted on March 2, 2015.

I received both the pending withdrawals as promised.
This complaint is now resolved, however I am now getting the run-around by another site they own called Jackpot247, who have sent identical emails to supercasino and are now not responding. I will open a seperate complaint for this if it is not resolved shortly.

posted on March 3, 2015.

We are glad to hear the player has received the payments. We will check on the player's Jackpot247 account and discuss directly with the player via email.

Kind Regards,

SuperCasino