Super Casino - Runaround For Just 125€

RESOLVED
posted on August 8, 2014.

Hello,
I´m a Player from Germany and this is to summarize my experience, issues and frustration with „Supercasino“ (which is „Super“-Fast when it comes to deposit), but a „Super“-Slow and painful when you want to withdraw winnings.

On Jul 23rd, I got an E Mail, offering 50 Freespins for a Deposit of 25€. I made the deposit on the 24th and Freespin Credit did not work. The friendly guy on the Live-Chat offered me a 100% bonus instead on my deposit, with 10x wagering only. I accepted and started playing.
After I met all wagering requirements, I still got 125€ left and applied for withdrawal via my registered Mastercard. SC immediately confirmed the receipt of the request. After that I received the standard request for documents, which I sent THREE times (I received 3 different E Mails on Jul 25 & 26), always asking for sth different vs what I had previously sent). I fully understand that age verification etc is necessary, but should be a bit more professional (the way you guys in SC are doing it, is just to win time and make the Player potentially rethink the withdrawal).
After I had send all docs my Account was frozen and I could not log in anymore. Live Chat and the guys on the phone could not help me since the “Finance-Dep” (haha) is not working over the weekend. On Monday 28th, I received an e mail that my account is unlocked again and and Tuesday 29th,my withdrawal finally was approved:
"Thank you for choosing SuperCasino.

We are glad to inform you that we have processed your withdrawal request, code 5414696, for the total amount of €125.00.

For your convenience, please note the withdrawal details:
Credit Card/s: XXXXXXXXX has been credited a total of €125.00 and will be shown on your credit card statement as NetPlayTV Grp 0207 819 9185."

So far so good, I thought, that was really fast in the end… BUT !!!

Aug 4th (message from Supercasino):
"You have some pending withdrawal requests but unfortunately we cannot make payment to the Mastercard you currently have registered to your account as we were notified of possible credit limitations. Please could you check with your bank if they can receive payments back to the relevant Mastercard"

After that I called my Credit Card company and they confirmed, that I can receive transfers on my mastercard. Informed SC about that by mail.

Aug 5th (message from Supercasino):
"Thank you very much for your email.

We really apologize for the inconvenience caused. We don't accept mastercard for withdrawal you will need to find an alternate payment method for example visa card. If you have any query please feel free to contact us "

Is that a joke ?? Why do they offer it then as “Recommended withdrawal option” ? Live Chat confirmed but could not explain why. So I cancelled the withdrawal by Mastercard and picked the 2nd Option on their Withdrawal methods “Bank Transfer”.

Confirmation from SC:
"Thank you for choosing SuperCasino.

We have received your withdrawal request for the total amount of €125.00, together with your preferred payment method of "Bank Transfer" (Envoy). Your transaction request code is: 5431624.

Please be advised that all withdrawal requests are normally processed three business days after the request date. Your withdrawal request will be displayed in the "Pending Withdrawals" section under the casino's Cashier section until the day it is processed. Once processed, withdrawals take 3-5 working days to clear into your account."

Went to Live Chat and told them that I changed the method of withdrawal to “Bank Transfer”. After checking with the “Finance Dep” (hahaha, again), the operator told me that they do not accept withdrawals by bank transfer either, because of the risk that the money can get lost (honestly, I think it IS already lost) and she asked my where I found that withdrawal method. . WTF !?!?!?, I thought. In the end she recommended withdrawal via PayPal.
Ok , I thought to give it a last try and requested withdrawal via PayPal.

SC Confirmation (Aug 5)
"Thank you for choosing SuperCasino.

We have received your withdrawal request for the total amount of €125.00, together with your preferred payment method of money PayPal. Your transaction request code is: 5434523NT.

Please be advised that all withdrawal requests are processed three business days after the request. Your withdrawal request will be displayed in the "Pending Withdrawals" section under the Cashier section of the website until the day it is processed. Once processed, withdrawals take 3-5 working days to clear into your account."

Today I received the following Mail (Aug 8):
"Further to your recent withdrawal request, please be advised that to be able to pay any amount we require you to make a deposit using the method you wish to be paid back to. This can be the minimum withdrawal amount"

Now, after more than 20 E-Mails, 1 direct Call and a couple of Live Chats, I still did not move forward.

These guys are scammers and I will not pay them even 1ct more. I just want my money and then they can close my Account for ALL times.This is not how gambling should be and they can be sure, that I will never play their games again.

posted on August 11, 2014.

We are sorry that Mr Litz has experienced a delay in receiving his withdrawal. We can confirm that Mr Litz had to provide some additional documentation in line with our normal procedures to verify his account. This was requested on the 26th July and received on the 28th July. After requesting his withdrawal on the 24th July, we sent an email to Mr Litz advising:

“You have some pending withdrawal requests but unfortunately we cannot make payment to the Mastercard you currently have registered to your account as we were notified of possible credit limitations. Please could you check with your bank if they can receive payments back to the relevant Mastercard.

Once checked could you please call our customer support team to confirm. Another option would be to register a new card or to provide us with valid PayPal details.Please be advised that to be able to pay any winnings, we require you to make a deposit using the method you wish to be paid back to. This can be the minimum withdrawal amount. In case you choose to register a new card please note that we will require front and back copies of it in order to have your withdrawal processed. You can cover the middle 8 digits of the Card number, as well as the CVV code on the back side (the 3-digit code).

You can do that either by sending an e-mail to our support team or call them directly on 0800 0147 523.”

Mr Litz confirmed that the payment method would accept the payment and we processed the withdrawal on the 29th July. The payment was rejected by the card issuer and added back to the player’s balance on the 4th August. At this point Mr Litz requested a bank transfer via Envoy. He was advised that we could not process via this method for which we apologise; the withdrawal method should be removed from the cashier to prevent any further confusion in this regard. We are happy to see that Mr Litz has now registered his PayPal account to which we are ready to transfer funds. We note Mr Litz has attempted to make a deposit via PayPal however this was declined. We do require an approved deposit from any payment method prior to processing a withdrawal in line with our anti-money laundering procedures. If Mr Litz can make a deposit of the minimum amount via PayPal we will process the payment as a priority to resolve the issue. Once the deposit has been made and withdrawal processed we can ensure Mr Litz’ account is closed as per his request.

With kind regards,

SuperCasino

posted on August 11, 2014.

Dear Supercasino,

first of all, thanks for a personal, not automated response.

As said, my MC company confirmed that they can receive payments. If this is not working, they told me that you can still "Wire Transfer" the money to them and they will credit it to my Mastercard. If this is ok, pls let me know and I will send you the details.

Although I did not want to make any further deposit, I decided to give it a try via PayPal in order to enable you paying me out on my PayPal Account. This has been rejected by you since "The country your PayPal Account is registered does not allow any Deposits" (!?!?!) I live in Germany, not Cuba or North Korea !!! I called PayPal 10min ago and asked them if there is sth wrong with my Account and if payments to the UK are autorized. And guess what ? THEY ARE !! The PayPal representative told me, that the issue is on your end !!

So , what do we do now ??

posted on August 13, 2014.

Thank you for the response to our comments.

We have checked our records and we can see that Mr Litz did make another attempt to make a deposit via PayPal, just two hours prior to our last response. We posted our last response just after we had confirmed with our finance team that the issue surrounding PayPal deposits for Germany had been resolved.

We can assure Mr Litz that when he makes his next deposit via PayPal he will not encounter any issues. We look forward to confirmation that the deposit has been successful; once this is done we will ensure his payment is swiftly processed to resolve the issue.

With kind regards,

SuperCasino

posted on August 13, 2014.

Guy,

seriously....tried it again a minute ago:

Message:
Netplay TV Group Ltd
Payments to this merchant are not available from the country where your account is registered.

Are you kidding me ??? Just send me a check or do a wire transfer. It is enough now !!!

posted on August 14, 2014.

Again, we are sorry for the problems Mr Litz is having.

We have contacted PayPal directly to see exactly what the problem is because we can see no issues from our side. PayPal have confirmed that Mr Litz’ PayPal account is not set-up for gambling transactions which is why they have declined the transactions.

PayPal advised for Mr Litz to contact their customer services team to rectify this issue with his account. Once done, Mr Litz should make another attempt at depositing with us which will, providing the account has cleared funds, go through without issue.

With best regards,

SuperCasino

posted on August 14, 2014.

Thanks for your response. Just talked to PayPal and they told me now, that gambling sites are blocked from Germany for any deposits and they can't unblock this. I suggest

a) wire transfer to my Mastercard
b) wire transfer to my Bank Account
c) check

if you choose a or b, I will let you know the Details by separate Mail.

posted on August 14, 2014.

Thank you for coming back to us. As we now need to sort out a separate payment arrangement it will involve sensitive information. As such we will have the customer service department contact you to arrange this directly so as not to compromise our processes, and your privacy, in a public forum.

Thank you again for your patience on this matter, it is frustrating for us sometimes as an eGambling operator that restrictions are put upon us by payment providers, but we will endeavour to expedite the withdrawal process for you as soon as we can.

Best regards,

SuperCasino

posted on August 14, 2014.

Thanks a lot for the fast response to sort this out. Waiting for your email for further instructions.

posted on August 18, 2014.

Just to confirm, the withdrawal was processed using Envoy on Friday 15th August.

Best regards,

SuperCasino

posted on August 18, 2014.

I received the credit on my Bank Account today. Thanks Supercasino for finally finding a solution. Good Support in the end. The issue is resolved and can be closed.