Super Casino - Locked Account / Not Paying Out

RESOLVED
Scott1 United Kingdom
posted on July 31, 2016.

I had a decent win at Supercasino.com and now my account has been lock for 'auditing'. I was not too concerned until I started reading some the the complaints online. I managed to process my first withdrawal of £5K and was told the rest could be withdrawn in £5K amounts every 72 hours. My second withdrawal should have been approved yesterday and I should of been able to make my next withdrawal yesterday, I have this in an email from VIP help. I have no notification of my withdrawal being approved and I have not been able to make the next withdrawal as my account has been locked for 'auditing'. I have phoned to get my account unlocked but I have been told it is not possible. I am very concerned about my money.

Pending Withdrawal: £5000
Account Balance: £13400 (give or take a couple of pounds)

So I am currently owed around £18400 and I have no idea what is happening. When I phoned the VIP team on Thursday night I was told by the operator that my current withdrawals and winnings would not be affected by the outcome of any auditing. Also that my pending withdrawal would still be approved yesterday but it was not. Before I ended the phone call I asked the operator to send me an email to confirm what she had told me. I waited all night and received no email.

This is a very worrying situation. I went out and purchased a car so I am relying on this money coming through.

I really hope that I am just worrying for no reason.

Scott1 United Kingdom
posted on July 31, 2016.

Just a quick update on the figures I am waiting on. The current main balance that I waiting to withdraw once account is unlocked £13,770.00. My current pending withdrawal which should of been approved on 30/07/2016 and sent tomorrow £5,000.00. Total money I am waiting on is £18770.

Fingers crossed I receive my £5000 tomorrow and my account is unlocked.

Scott1 United Kingdom
posted on August 1, 2016.

Just a quick update - I did not receive the next £5K today. I spoke to the VIP manager today and she could not give me a timescale for how long my account would be locked. Very disappointing.

posted on August 5, 2016.

Hi,

We are sorry that we have had to temporarily revoke access to the customer's account. The customer's account is, as they have mentioned, under review. We are waiting for our software provider to send us the information we have requested. We hope that this will arrive today and we can complete the review and reactivate the customer's account.

Kind Regards,

SuperCasino

Scott1 United Kingdom
posted on August 5, 2016.

All good. Complaint can now be closed.

Thanks!!

AskGamblers
posted on August 5, 2016.

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.