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Super Casino - Delayed payment and long verification process

RESOLVED
Mitch886 United Kingdom
Posted on January 17, 2017.

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

Posted on January 17, 2017.

Hi,

We can see the player sent the documents on the evening of the 11th January. We are handling a large number of documents at the moment which has resulted in a longer wait than normal. We sent a response to the customer on the 16th asking for clearer copies of the passport (we need to see all of the document including the photo). Once sent again please let us know here and we'll ensure it is dealt with as a priority.

Kind Regards,

SuperCasino

Mitch886 United Kingdom
Posted on January 17, 2017.

I haven't received an email asking for clearer picture of passport, just a reply to this complaint, which u stated u have sent email, I have sent clearer picture of passport and a picture of driving licence (1400 Wednesday 18th) this with all the other documents should be sufficient to verify identification and release withdraws made 10days ago,

Posted on January 18, 2017.

Hi,

We are happy to confirm that the identification document has now been received and accepted. As such your payments have been processed. We would like to once again apologise for the delay in dealing with your documentation and wish you a good day. You withdrawals should clear into your nominated account within 2-4 business days.

Kind Regards,

SuperCasino

Mitch886 United Kingdom
Posted on January 19, 2017.

I have been informed that the withdraw I am owed has been processed and on its way, I will close complaint when and if I receive money owed

Mitch886 United Kingdom
Posted on January 20, 2017.

Funds revieved today thanku so much for ur help, complaint closed

AskGamblers
Posted on January 21, 2017.

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

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