Declined payment - even after meeting requirements

Dear Askgamblers. I hope you can help with my issue.

On 04/10/2018 I deposited to supercasino the sum of £200 and was offered £200. I was lucky enough to eventually win £12,095 after completing their wagering requirements, which I was obviously really happy about.

I sent all documents as requested and my account was verified on 22/10/2018; I received an email to this affect, saying that I would receive an automated email once the transaction had been processed.

The only correspondence from the casino since then is to say "The withdrawal is currently being looked into by our relevant team and unfortunately there has not been an update yet. As soon as we receive an update we will contact you via email."

I have no idea what is causing the delay as I stuck to the terms and conditions and won fair and square.

Thanks in advance
Sam

I created my account in 2012. At the time, I went through a simple verification process of providing ID and evidence of the cards used to deposit. I verified and everything was fine. In August/September I started using the account again and on 4th sept I was asked to provide evidence of my ID and a bank statement showing my address. I did this and was paid £900 that i withdrew. I deposited £300 and withdrew £1200 last Saturday. I then withdrew £3119 on Sunday. On Monday I then withdrew £113. I waited and waited and nothing. On Tuesday, I contacted the casino and was told that I was supposed to be contacted by “Jack” and I needed to provide more documents. I found this strange and frustrating because 1. I’ve only just verified my documents 2. I should have been contacted with this request I was given a lame excuse that it is to ensure I have the funds to gamble with (please note, I question why they were quick to accept my deposits without question, but only now query whether or not I can afford to gamble when I try to withdraw money). I provided the requested documentation on Wednesday at around 1.15pm. I got a reply on Thursday saying that my payslip was not accepted. I need to provide more information. I have resent copies of my payslips (I work for an independent business where my pay is calculated on an A4 sheet of paper, no official SAGE slip, I am self employed so I do not have tax codes etc) with proof of the monies being paid into my bank account. I have phoned SuperCasino countless times and I am fobbed off saying they can’t give me any information or discuss the verification process. I am a VIP so I am currently being dealt with and verified, still no correspondence, still no money. I have requested their complaints details, nothing. Still, this is the 5th working day and NOTHING! I feel I am being sent on a wild goose chase so that I don’t receive the money and I want to complain, know my next steps with regards to finally getting my withdrawal or refund of all deposited monies, or seek compensation at this stage.

Hi can u help please? I've had a account with super casino a number of years now, I deposited a few payments in the last week or so and when I went to withdraw winnings £1300, I was asked to send documents to verify my account, (ok that's fine many casinos do this I understand it's to Prevent fraud,) I sent all required documents to them and received email thanking me for documents, was told to wait up to 72 hrs to verify documents, it's now been over 6 days and I have contacted them by live chat and phone and the guy in the phone said lots of people are waiting to documents to be verified and I just have to be patient, but they stated 48 hrs not 6 days then 72 hours over the phone, they will let me deposit but won't process my withdraws is there anything u can do to speed up this

Hi can u help please? I recently opened an account with super casino , I deposited a few payments in this month and when I went to withdraw winnings £500.00 , I was asked to send documents to verify my account, (OK that's fine many casinos do this Understand it's to Provent fraud,) I sent all required documents on 17th June 1. driving licence 2. Barclays credit card bank statement which was sent me through post 3.my Barclays bank card ( front &back ) on the same day ( 17th June ) i got a reply stating " Unfortunately we are unable to accept online documents " which is not rite i didn't send any online statement document. today ( 19/06/2017 ) morning i went to Barclays bank and taken a statement certified from bank and sent it to them along with my driving licence and bank card ( front & back ). again i got a reply at 3.55 pm stating " Unfortunately we are unable to accept online documents" . how come they say bank certified statement as online document. i really don't understand the business they are doing when i deposit my money, there was no question asked simply they have taken my money.but when i want to withdrew money so much of frustration.... is there anything u can do , hope u can help thanx

I opened a super casino account on the 25th of February and after a few deposits I made a withdrawl of £85. I then sent my forms of ID to be vertified. how do i know if ive been vertified. how log does this process actually take and when will I receive my winnings . I have phoned and asked about this information but I have not been given a decent answer. every other gambling account has been verified and payed out much faster. it's fine for super casino because they get my money as soon as I click deposit but I have to wait days on end for my winnings.

I withdrew £300.00 from Super Casino last week and it had not been put into my bank It's been over 2 to 5 working days the allowance stipulated in the terms and conditions I checked my account under transactions and there is no sign of any transactions been made. I have written to then 3 times, they wrote back after my first email but since have heard nothing which i find very poor customer services. I've been with them for over 3 years and have been a good customer during this time so I'm very disappointed with this lack of communication

Hi can u help please? I've had a account with super casino a number of years now, I deposited a few payments in the last month and when I went to withdraw winnings £336.64, I was asked to send documents to verify my account, (ok that's fine many casinos do this I understand it's to Provent fraud,) I sent all required documents to them and received email thanking me for documents, was told to wait up to 72 hrs to verify documents, it's now been 6 days and I have contacted them by live chat and phone and the lady in the phone said lots of people are waiting to documents tonne verified and I just have to be patient, but they stated 72 hrs not 6 days, they will let me deposit but won't process my withdraws is there anything u can do to speed up this process, £336.64 is a lot of money to me, hope u can help thanx tom Mitchell

I have deposited on Super Casino with no bonuses and have wagered through £900.00 using PayPal and card. I didn't manage to win more than I deposited and decided to withdraw £321.00. The withdrawal took place over 10 days ago. I phoned super casino 4 days ago to find out why it was still pending and why I have received no correspondence reference this. I was informed that they had sent an email to an incorrect email address and would send a new one asking for me to verify my account by sending in various forms of ID. I did this 4 days ago and yet it is still showing as pending! I called again yesterday to ask why and I was told it would be looked at and verified that afternoon and I would receive an email stating this. No email was received and my withdrawal is still pending even after sending a further email to them. This lack of service is extremely appalling and I want this issue to be resolved as soon as possible, it is disgusting how customers can be treated like this!

I had a decent win at Supercasino.com and now my account has been lock for 'auditing'. I was not too concerned until I started reading some the the complaints online. I managed to process my first withdrawal of £5K and was told the rest could be withdrawn in £5K amounts every 72 hours. My second withdrawal should have been approved yesterday and I should of been able to make my next withdrawal yesterday, I have this in an email from VIP help. I have no notification of my withdrawal being approved and I have not been able to make the next withdrawal as my account has been locked for 'auditing'. I have phoned to get my account unlocked but I have been told it is not possible. I am very concerned about my money. Pending Withdrawal: £5000 Account Balance: £13400 (give or take a couple of pounds) So I am currently owed around £18400 and I have no idea what is happening. When I phoned the VIP team on Thursday night I was told by the operator that my current withdrawals and winnings would not be affected by the outcome of any auditing. Also that my pending withdrawal would still be approved yesterday but it was not. Before I ended the phone call I asked the operator to send me an email to confirm what she had told me. I waited all night and received no email. This is a very worrying situation. I went out and purchased a car so I am relying on this money coming through. I really hope that I am just worrying for no reason.

I played at Super Casino and upon withdrawal was asked for documentation. Slightly more than I usually have to at online casinos, this consisted of ID, POA, front and back of cards used to deposit, and also a picture of me holding my ID next to my face. I sent this all of this off after a slight delay as the document request had gone to my spam folder, and have heard nothing other than a confirmation that they received the documents 9 days ago. Live chat is unresponsive often timing out, or simply saying unavailable. My original request for £857.50 on 6th July, and £2,297 from 10th July are both still outstanding. This sort of delay is unacceptable and I will not be depositing further until the withdrawals are processed properly.