Super Casino - Ridiculous verification requirements, delayed payment of £2795

posted on January 3, 2016.

Hi, I signed up to Supercasino on the 22nd august. my initial deposit was a £200 Ukash deposit which I bought with cash in a local shop. I used this method as I feel is safer than depositing with my card. anyway, I claimed a bonus and won, I wagered and withdrew £1,623. I withdrew via skrill, (I made a token deposit of £10 to register as a payment method, as advised by a representative on live chat.) all was fine, and I continued to deposit with initial winnings from skrill.
anyway, I got asked for documents such as me posing with newspaper, bank statement within 6 months and ID, I sent them in. All was fine, and accepted, then they asked for skrill screenshot showing money going in and out of my account. You can see I sent them a screenshot of my latest activity, depositing with card, depositing to william hill and also withdrawing by card.
they said that wasn't good enough and asked for a screenshot of the transaction summary page, which I did, as shown in the next screenshot.
They then said that wasn't good enough either because....'WE ARE UNABLE TO ACCEPT ONLINE DOCUMENTS'
so after asking me for ONLINE SKRILL SCREENSHOTS multiple times, they say none of them are good enough and they can't accept online screenshots. Bizarre? Messing me around? I think so.
their last email is strange, I quote 'Please send proper document your source of fund that was posted to your address within the last 6 months.' ....
I have clearly shown my skrill account money going in and out, source of funds, they have disregarded all of the skrill screenshots and now ask for a paper document.
I'm tired of Supercasino messing me around with this verification. We have been sending back and forth for some time now. I have sent them a bank statement before, the pictures of me holding ID, the numerous skrill screenshots and they refuse to accept anything. There's not much else I can do other than to post this complaint to see if anybody can help.
I have also tried to speak on live chat over the past month but I never get through to anybody, I tried for over an hour of multiple occasions, so it seems like they are ignoring me.

posted on January 11, 2016.

still waiting for a response. they asked specifically for the skrill screenshots, and then refuse to accept it when I sent them what they asked for (evidence in the uploaded pictures on this thread). and they already have my paper bank statement so what else is there? Any comment, Supercasino?

posted on January 20, 2016.

This case has been reopened upon player’s request and we would like to give it one more chance for a successful resolution.

posted on January 22, 2016.


We sent an email to the player earlier this morning. We are able to confirm that our management team have finished reviewing the account and as such the player's funds can be released. In the email we have asked the player to clarify the method to repay and we will be able to process the withdrawal. We appreciate the player's patience during this period.

Kind Regards,


posted on January 22, 2016.

Funds received into my skrill account. Thanks!

posted on January 23, 2016.

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