Ag Awards

Super Casino - Delaying Withdrawal

Complaint Info
Disputed casino Super Casino
Reason Delayed payment
Amount £ 20
Posted on August 19, 2014

I set up a new account with supercasino on 27/7 as i had a new card and had forgot my old login details as i hadnt played for over a year. i deposited £10 and half way through playing when my balance was at £20 after winning a message popped up and said account locked. i rang them to query this and they said its because i had dupliacte accounts. i said ok well please give me my winnings and my login for my old account and i will use that. the girl said ok. after 5 days of waiting for my withdrawal i check my emails to see an email requesting copies of my bank card, driving licence and bank statement which i am unhappy about sending over email as it is. i reluctantly send these to get another email saying they are unclear and my bank statement has no date on it when it clearly did in 2 places! so i scan all the docs again in a lighter resolution and now now 2 days on still have no reply!...its been nearly 2 weeks and no sight of my winnings...its only £20 but this is not the point, from what i can see from other peoples complaints on here you do this very often....a way of keeping hold of peoples money as long as possible for extra interest springs to mind! please sort this asap!

Posted on August 14, 2014

We have checked the account of zoenjay and can see that we are in receipt of all documents with the exception of the photo identification. The copy received was not of sufficient quality or clarity for us to be able to accept. If zoenjay is able to take a clear photo of the identification document and send it via email this is the only outstanding piece of information we require before we can process their payment.

With kind regards,


Posted on August 15, 2014

this is actually annoying me even more that i have a better clearer response on here because it is public than what i am getting from the customer services on email. all i have had for the past 3 days is 3 generic emails saying we require ID as its too blurry. when i asked which of the 3 forms of ID i have sent this is referring to i just get the same email again!...only now i can see that you mean the photo ID...which is defo not blurry and clearly readable...however i will take ANOTHER scan of it...lets see how long this takes and what excuses you come up with next for a few more days delay.....

Posted on August 18, 2014

Dear all,
Is this issue resolved? Can we close this complaint? Thank you.

Posted on August 19, 2014

We are happy to confirm that zoenjay provided acceptable documentation on the 17th August. This completed the verification from our side and so their withdrawal was processed on the 18th. The player should expect the funds within the next 2-4 business days.

With kind regards,


Posted on August 19, 2014

yes this is resolved. thank god for this website or i would BET money on it this still wouldnt be resolved by now. thanks askgamblers

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