Super Casino - Will not pay, but giving me the runaround for months!

RESOLVED
jackmac33 United Kingdom
posted on February 19, 2015.

On the 6th september 2014 I deposited £200 into supercasino for the welcome bonus, which if I remember correctly at the time was a 300% bonus to £600. I luckily managed to get this balance up to £3458, and requested a withdrawal on the 11th september.

This is where the problems started. On the 17th september at their request I sent the following:

A copy of your photo ID (passport or driver's licence)

A clear picture of you holding your photo ID

And

A copy of a utility bill or bank statement issued within the last three months showing the address registered in your account.

I was told the document was too blurry despite it being accepted at every other casino I had played at, So I sent another copy.

After this they requested some more up to date proof of address, because I was at university at the time I requested that my address be changed to my university address, after many emails back and forth over the next 2 months this was eventually done and I provided proof for this new address plus proof of my home address. Often my emails were ignored during this time or I got responses completely unrelated to my question. An example of the incompetency was when I received the following in an email:

In this case, we require you to provide documentary confirmation of your Neteller account - how it was funded, and confirmation of the deposit to NetPlayTV. You can find this in your transaction history available online with Neteller.

I have never used neteller to fund that account, nor even have a neteller account.

My case was escalated to Tess from VIP, who requested yet another utility bill.

After another 2 weeks of being ignored, I was then told that I had been posted a deposit confirmation form which I had to sign and post back. This was posted for next day delivery, yet again it was over 2 weeks before receipt of the document was acknowledged.

Eventually I got an email back saying that they were not satisfied with my signature on the document?! And a copy of my passport was requested, which I promptly sent.

That last email from Tess was on the 19th January, after which I was again ignored for a further 2 weeks by both support and Tess, despite several emails and several live chat conversations.

Finally on the 2nd february, I received an email, to my dismay it contained yet more strange requests: http:/­/gy­azo.co­m/6­cc5­4c8­0b9­09c­c9a­ea8­177­b33­8646172

A picture of me holding a copy of today's newspaper? Is this a joke? Why in the world would the casino need this? And request 7, I would like to know where it says in the terms and conditions that the casino are allowed to request my personal financial information. I don't even know what they are asking, my skrill account has been funded for a number of years with various payment methods, are you asking for the last payment received to the account before depositing? The first ever payment?

I have sent 33 emails and been on live chat at least 20 times and still I seem no further to getting my funds.

Jack

jackmac33 United Kingdom
posted on February 23, 2015.

Any update for me on this, supercasino?

jackmac33 United Kingdom
posted on February 26, 2015.

I would love to say I am surprised by Supercasino's lack of response, but it only serves to further reinforce my initial comments.

posted on February 27, 2015.

We have reviewed the player's account and can see that he has gone through an enhanced verification process meaning we have had to request some additional documents to verify his account to our satisfaction. As we operate with a license granted by the UK Gambling Commission we are obliged to obtain confirmation of the player's source of funds (as dictated by the 3rd Anti-money laundering directive). In the player's case this has resulted in the requests outlined by the player, specifically the request for him to provide confirmation of how his Skrill account was funded.

While we appreciate this is sensitive information for the player we are required to obtain this under the regulations mentioned above. Once the player has sent this to us we can continue with the verification of his account.

Kind Regards,

SuperCasino

jackmac33 United Kingdom
posted on March 1, 2015.

I have sent proof of funding to [email protected] and await their response.

posted on March 4, 2015.

We can confirm that we received the player's email. Unfortunately the document did not show any transactions other than the transaction to our company. We do need to see how the account was funded, therefore we need to see any other transactions (particularly inward transactions) on the player's account.

Kind Regards,

SuperCasino

jackmac33 United Kingdom
posted on March 5, 2015.

I sent you the first withdrawal ever that funded my my skrill account. I did not just show deposits to you, I think you have got mixed up on this. If you are not accepting what I sent then please can you further clarify exactly what you mean? I feel I already fulfilled the request of showing how it was funded.

posted on March 6, 2015.

We are checking this with our finance team and will revert back to you as soon as possible.

Kind Regards,

SuperCasino

jackmac33 United Kingdom
posted on March 9, 2015.

I have still not heard back, what is the latest?

posted on March 12, 2015.

We can confirm that the account is being reviewed by our compliance team and we will be able to provide a final answer tomorrow. We do appreciate your patience.

Kind Regards,

SuperCasino

posted on March 13, 2015.

We are happy to confirm that the account has been verified and as such the player's withdrawal will be processed.

Kind Regards,

SuperCasino

jackmac33 United Kingdom
posted on March 16, 2015.

I am glad to report I received the money, it seems Supercasino saw sense and realised that their proof of funding request was too ambiguous and impossible to fulfill, and have paid me out based on the information I could provide.