Super Casino - Verification issues taken 3 weeks!!!

RESOLVED
posted on July 10, 2015.

Has taken 3 weeks for them still to give me no time when its going to be sorted have £900 of money in my account that they still haven't paid out customer service won't give any information why its taking so long and can't speak to management to find out whats going on company a complete joke!!

posted on July 13, 2015.

Hi,

After reviewing the player's account, we can see that he has been asked to go through some additional security procedures. One of the reasons for this was that the player provided an invalid number upon registering with us. As per section 4.1 of our main terms and conditions:

4.8 Please be aware that a valid telephone contact number MUST be provided on registration as We may make a confirmation call to You as part of confirming Your identity or compliance with the Agreement. If you cannot be contacted on the number provided and we are not reasonably satisfied as to your identity or compliance with this Agreement then any winnings accrued, whether from the use of any promotional bonus offer or not may be forfeited and Your account terminated.

Furthermore, at the time of writing we have not been able to accept the copies of the player's proof of address previously provided. As a result of this we posted a form to the player's home address on the 10th July in an attempt to verify the player's place of residence. Once the player receives this form they should complete it and send it back via email.

We are sorry that this has delayed the player's withdrawal but hope that the player understands that we do have to ensure that all players provide valid information as we request upon registration and that we are able to verify that information through the use of verification calls and/or documentation requests.

Kind Regards,

SuperCasino

posted on July 13, 2015.

Don't know what there talking bout with the phone number first I've heard of it the fact they need more proof after I've sent 2 lots of my current address bank statement. The fact I've had to post something on this before I get a reply is how crap of a company they really are!

posted on July 15, 2015.

We have again attempted to reach the player by phone but the number is invalid. We can confirm that since the initial request on 21st June we have been in contact with the player many times to confirm the outstanding documents. Since the documents that have been sent thus far were not accepted we have had to post out the form to the player for them to sign and send back. We would expect it to arrive shortly. We would also appreciate if the player could provide us with a valid contact number that we would be able to reach them on in case of any further issues.

Kind Regards,

SuperCasino

posted on July 16, 2015.

Not once have they been in contact with me it's been me every time emailing them to get a response or on there chat online trying to get information several times I have emailed them with my number to ring and my home number yet they still don't seem to be able to get hold of me! I have received no letter yet still very unhappy that the most contact with them I've had is through this would much prefer to speak to them one to one but when I ask to speak to a manager there are never any available! Look through the emails I've sent you where you will find a home phone number registered to the address I told you I'm at give it a ring thankyou

posted on July 16, 2015.

Why wasn't my bank account document or passport picture accepted all very strange

posted on July 18, 2015.

Here's my letter

posted on July 21, 2015.

We can confirm that we have received the letter back from the player. Furthermore we have verified the phone number on the account. As such, the player's account is verified and we are happy to be able to confirm that the player's pending withdrawal has been processed.

Kind Regards,

SuperCasino

posted on July 21, 2015.

Yep happy with reply thank you

posted on July 24, 2015.

We are glad to have resolved the problem for the player.

Kind Regards,

SuperCasino