Ag Awards

Super Casino - Delayed Withdrawal Due to Verification Issue

Complaint Info
Disputed casino Super Casino
Reason Verification issues
Posted on July 26, 2014

I wonder if you can help me. Over the last week I've had nothing but problems trying to withdraw my winnings from Super Casino. I originally went to withdraw my winnings on the 17th July 2014.
2 days passed and I still hadn't received a confirmation email about the withdrawal, so I went on the livechat and was told I had to send documents proving that I was who I said I was. (why you need this for a verified paypal account I'll never know but I agreed and sent the documents right away) that was on the 19th July.

I was told in the chat that this would take between 24-48 hours after this time passed I contacted super casino again, this time by phone and was assured that it had been escalated and that the lady herself would make sure it was done that day. I've continued to phone every 24 hours and the response is always the same. Wait another 24 hours.

This is not a good way to treat customers, I am not a high roller by any means, but I use a substantial amount of gambling sites and I really liked the layout of yours, enough where I would consider using it as my main site.

All I want is confirmation of my documents and for my money to be withdrawn. I feel that 8 days after making the original withdrawal request I should have had my money now, and that if you were to inconvenience customers by making them send in ID then it should be done prompt and with the customer knowing exaclty whats happening at all times. I feel i've been passed from pillar to post.

Best Regards.

Posted on July 25, 2014

Thank you for your comments above.

We are sorry that you are unhappy with the documentation that we have asked you to supply and the associated delay to your withdrawal.
With regards to the original request and the reasons behind it, the request for documentation is a standard request for all players to ensure we comply with eGambling and anti-money laundering procedures in the UK and Alderney. Depending on the account in question the request may be triggered by deposits, withdrawals or gameplay. We can absolutely assure you that the request is in no way designed to delay or disrupt the process of a withdrawal for our players.

Upon registering with the casino and making your first deposit we are required to carry out an age verification check using our age verification provider by using the details you have given, if the age verification check fails we would request documents from you in regards to this, however even when this initial identity verification check passes we would still require documents once you reach a certain threshold.

We do apologise if this has caused any inconvenience to you, we are happy to confirm that we are in receipt of the documents and the withdrawal was processed on the 23/07/2014. Please allow 3-5 working days for your bank to process this into your account.

With kind regards,


Posted on July 25, 2014

Thanks, thats It sorted and I received my funds...

The issue wasnt with the fact that I had to send in verification documents, It was to do with the manner in which it's carried out.

Thanks anyway, I'll be using you in the future.

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