Super Casino - How long does it take to verify and pay my winnings?

RESOLVED
posted on June 30, 2015.

So, late one night approx. two weeks ago I decided to make a Supercasino account and put a tenner in my account to play the roulette. I received bonuses and played through the wagering requirements until I had withdrawable funds of £170.

I used PayPal to deposit which wasn't a problem, and I chose to withdraw my winnings back to this PayPal account. However, I withdrew this money on the 18th June (12 days ago) and it is still marked in my Supercasino account as 'pending'. I understand that PayPal payments can take a few working days, and that as this is my first withdrawal it may be delayed due to verification issues. However, I have had no correspondence from Super Casino by phone or email, and I have spoken to their live chat team who can't give me a timescale. I have used other online casinos, and the delay is nowhere near as long as this. I understand that first withdrawals are often delayed, but twelve days to check this over is surely excessive? Other companies manage to do this in a more hasty manner, with rapid correspondence if ID is needed.

How long should I expect to wait? And can I please ask Super Casino to look over their payment processing times, as this doesn't leave a good first impression at all, especially having since found many similar complaints.

posted on July 2, 2015.

We have checked the player's account and can see the withdrawal requested on the 18th. Normally, as advised by our customer service team on the 20th when the player contacted us, withdrawals are processed within 48 hours. After looking into this case it appears the withdrawal has not been picked up by our finance team as it should be which meant the withdrawal has not been processed as the player noted.

We are extremely sorry for the delay involved in this and would like to reassure the player that this is an extremely unusual case. We can confirm that the withdrawal was processed this morning and should be cleared into the player's PayPal account.

We will contact the player separately to offer a gesture of goodwill due to the issue.

Kind Regards,

SuperCasino

posted on July 3, 2015.

The matter has been resolved. Thanks to SuperCasino for this, very pleased with the response. I appreciate mistakes can be made and I am grateful that they ensured the matter was sorted as quickly as possible!

Cheers
Kieran

AskGamblers
posted on July 4, 2015.

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