Ag Awards

Super Casino - Account frozen after winning

Complaint Info
Disputed casino Super Casino
Reason Account closure
turtle Netherlands Message
Posted on July 5, 2014

I am a player from the Netherlands.
I've played at Super Casino and won.
The day after I tried to log in again, but then I get the line:
'your account is frozen, please contact support'.
I have tried to contact them since last monday by e-mail.
But I did'nt get any reaction from them till now.
I do not know what's going on.
Can anyone help me please?

Posted on June 27, 2014

As with all our customers we perform automatic age verification to ensure they are over 18. Unfortunately, this player did not pass our automatic checks and so his account was frozen after the allocated period of time, hence the message that appeared and the request to contact customer services.

We have now since been in touch with this player and explained the situation, requesting ID documents to verify themselves before the withdrawal is processed. This procedure is now under way and once the ID documents have been received we will be able to happily unfreeze the account and process the withdrawal.

With best regards,


turtle Netherlands Message
Posted on June 27, 2014

I subscribed to your casino.
From that moment on there's never be any contact with me from you.
After my account was frozen, I have sent you three times an e-mail without any response from you.
I understand that you need certain documents from me for age verification.
So I will send an email again to your support department,
and then you can tell me what kind of documents you need.
Please look at my email address carefully, because I really don't received any e-mails from you.
I will update this post later on.

turtle Netherlands Message
Posted on June 30, 2014

Today an employee of SuperCasino contact me by phone.
She explained to me that they have send several e-mails with
the request for document verification. but I didn’t received them.
We still don’t know the reason why. It could be a technical problem.
Today I have send them my documents. The employee has
promised that, after verification, I can made a new withdrawal request.
I will keep you informed.

Posted on June 30, 2014

Great to hear that we've at last been able to contact you. We look forward to receiving your documents and to a continued relationship with you as a player.

Best regards,


turtle Netherlands
Posted on July 3, 2014


SuperCasino has confirmed that they received all the necessary documents.
They aim to check over all documents within 24 hours.
Hopefully there will be no problems to payout.
I’ll keep you informed.

turtle Netherlands
Posted on July 4, 2014

I’m very happy to tell you, that all the problems have been solved!
The fact I didn’t received any emails from SuperCasino,
was a problem in the spam filter at my provider and therefore was not due on SuperCasino.
A very friendly employee of Super Casino has called me every day and
they have transferred the money to my bank account today, according to the emails from them.
All credit for this casino, SuperCasino is what the name says; SUPER. Thank you! 
I would also like to thank AskGamblers that they gave me the opportunity to place my complain.
Up to the next winning in SuperCasino. 

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