Complaint #19
Super Casino
Runaround For Just 125€
11 years ago
Hello,
I´m a Player from Germany and this is to summarize my experience, issues and frustration with „Supercasino“ (which is „Super“-Fast when it comes to deposit), but a „Super“-Slow and painful when you want to withdraw winnings.
On Jul 23rd, I got an E Mail, offering 50 Freespins for a Deposit of 25€. I made the deposit on the 24th and Freespin Credit did not work. The friendly guy on the Live-Chat offered me a 100% bonus instead on my deposit, with 10x wagering only. I accepted and started playing.
After I met all wagering requirements, I still got 125€ left and applied for withdrawal via my registered Mastercard. SC immediately confirmed the receipt of the request. After that I received the standard request for documents, which I sent THREE times (I received 3 different E Mails on Jul 25 & 26), always asking for sth different vs what I had previously sent). I fully understand that age verification etc is necessary, but should be a bit more professional (the way you guys in SC are doing it, is just to win time and make the Player potentially rethink the withdrawal).
After I had send all docs my Account was frozen and I could not log in anymore. Live Chat and the guys on the phone could not help me since the “Finance-Dep” (haha) is not working over the weekend. On Monday 28th, I received an e mail that my account is unlocked again and and Tuesday 29th,my withdrawal finally was approved:
"Thank you for choosing SuperCasino.
We are glad to inform you that we have processed your withdrawal request, code 5414696, for the total amount of €125.00.
For your convenience, please note the withdrawal details:
Credit Card/s: XXXXXXXXX has been credited a total of €125.00 and will be shown on your credit card statement as NetPlayTV Grp 0207 819 9185."
So far so good, I thought, that was really fast in the end… BUT !!!
Aug 4th (message from Supercasino):
"You have some pending withdrawal requests but unfortunately we cannot make payment to the Mastercard you currently have registered to your account as we were notified of possible credit limitations. Please could you check with your bank if they can receive payments back to the relevant Mastercard"
After that I called my Credit Card company and they confirmed, that I can receive transfers on my mastercard. Informed SC about that by mail.
Aug 5th (message from Supercasino):
"Thank you very much for your email.
We really apologize for the inconvenience caused. We don't accept mastercard for withdrawal you will need to find an alternate payment method for example visa card. If you have any query please feel free to contact us "
Is that a joke ?? Why do they offer it then as “Recommended withdrawal option” ? Live Chat confirmed but could not explain why. So I cancelled the withdrawal by Mastercard and picked the 2nd Option on their Withdrawal methods “Bank Transfer”.
Confirmation from SC:
"Thank you for choosing SuperCasino.
We have received your withdrawal request for the total amount of €125.00, together with your preferred payment method of "Bank Transfer" (Envoy). Your transaction request code is: 5431624.
Please be advised that all withdrawal requests are normally processed three business days after the request date. Your withdrawal request will be displayed in the "Pending Withdrawals" section under the casino's Cashier section until the day it is processed. Once processed, withdrawals take 3-5 working days to clear into your account."
Went to Live Chat and told them that I changed the method of withdrawal to “Bank Transfer”. After checking with the “Finance Dep” (hahaha, again), the operator told me that they do not accept withdrawals by bank transfer either, because of the risk that the money can get lost (honestly, I think it IS already lost) and she asked my where I found that withdrawal method. . WTF !?!?!?, I thought. In the end she recommended withdrawal via PayPal.
Ok , I thought to give it a last try and requested withdrawal via PayPal.
SC Confirmation (Aug 5)
"Thank you for choosing SuperCasino.
We have received your withdrawal request for the total amount of €125.00, together with your preferred payment method of money PayPal. Your transaction request code is: 5434523NT.
Please be advised that all withdrawal requests are processed three business days after the request. Your withdrawal request will be displayed in the "Pending Withdrawals" section under the Cashier section of the website until the day it is processed. Once processed, withdrawals take 3-5 working days to clear into your account."
Today I received the following Mail (Aug 8):
"Further to your recent withdrawal request, please be advised that to be able to pay any amount we require you to make a deposit using the method you wish to be paid back to. This can be the minimum withdrawal amount"
Now, after more than 20 E-Mails, 1 direct Call and a couple of Live Chats, I still did not move forward.
These guys are scammers and I will not pay them even 1ct more. I just want my money and then they can close my Account for ALL times.This is not how gambling should be and they can be sure, that I will never play their games again.
I´m a Player from Germany and this is to summarize my experience, issues and frustration with „Supercasino“ (which is „Super“-Fast when it comes to deposit), but a „Super“-Slow and painful when you want to withdraw winnings.
On Jul 23rd, I got an E Mail, offering 50 Freespins for a Deposit of 25€. I made the deposit on the 24th and Freespin Credit did not work. The friendly guy on the Live-Chat offered me a 100% bonus instead on my deposit, with 10x wagering only. I accepted and started playing.
After I met all wagering requirements, I still got 125€ left and applied for withdrawal via my registered Mastercard. SC immediately confirmed the receipt of the request. After that I received the standard request for documents, which I sent THREE times (I received 3 different E Mails on Jul 25 & 26), always asking for sth different vs what I had previously sent). I fully understand that age verification etc is necessary, but should be a bit more professional (the way you guys in SC are doing it, is just to win time and make the Player potentially rethink the withdrawal).
After I had send all docs my Account was frozen and I could not log in anymore. Live Chat and the guys on the phone could not help me since the “Finance-Dep” (haha) is not working over the weekend. On Monday 28th, I received an e mail that my account is unlocked again and and Tuesday 29th,my withdrawal finally was approved:
"Thank you for choosing SuperCasino.
We are glad to inform you that we have processed your withdrawal request, code 5414696, for the total amount of €125.00.
For your convenience, please note the withdrawal details:
Credit Card/s: XXXXXXXXX has been credited a total of €125.00 and will be shown on your credit card statement as NetPlayTV Grp 0207 819 9185."
So far so good, I thought, that was really fast in the end… BUT !!!
Aug 4th (message from Supercasino):
"You have some pending withdrawal requests but unfortunately we cannot make payment to the Mastercard you currently have registered to your account as we were notified of possible credit limitations. Please could you check with your bank if they can receive payments back to the relevant Mastercard"
After that I called my Credit Card company and they confirmed, that I can receive transfers on my mastercard. Informed SC about that by mail.
Aug 5th (message from Supercasino):
"Thank you very much for your email.
We really apologize for the inconvenience caused. We don't accept mastercard for withdrawal you will need to find an alternate payment method for example visa card. If you have any query please feel free to contact us "
Is that a joke ?? Why do they offer it then as “Recommended withdrawal option” ? Live Chat confirmed but could not explain why. So I cancelled the withdrawal by Mastercard and picked the 2nd Option on their Withdrawal methods “Bank Transfer”.
Confirmation from SC:
"Thank you for choosing SuperCasino.
We have received your withdrawal request for the total amount of €125.00, together with your preferred payment method of "Bank Transfer" (Envoy). Your transaction request code is: 5431624.
Please be advised that all withdrawal requests are normally processed three business days after the request date. Your withdrawal request will be displayed in the "Pending Withdrawals" section under the casino's Cashier section until the day it is processed. Once processed, withdrawals take 3-5 working days to clear into your account."
Went to Live Chat and told them that I changed the method of withdrawal to “Bank Transfer”. After checking with the “Finance Dep” (hahaha, again), the operator told me that they do not accept withdrawals by bank transfer either, because of the risk that the money can get lost (honestly, I think it IS already lost) and she asked my where I found that withdrawal method. . WTF !?!?!?, I thought. In the end she recommended withdrawal via PayPal.
Ok , I thought to give it a last try and requested withdrawal via PayPal.
SC Confirmation (Aug 5)
"Thank you for choosing SuperCasino.
We have received your withdrawal request for the total amount of €125.00, together with your preferred payment method of money PayPal. Your transaction request code is: 5434523NT.
Please be advised that all withdrawal requests are processed three business days after the request. Your withdrawal request will be displayed in the "Pending Withdrawals" section under the Cashier section of the website until the day it is processed. Once processed, withdrawals take 3-5 working days to clear into your account."
Today I received the following Mail (Aug 8):
"Further to your recent withdrawal request, please be advised that to be able to pay any amount we require you to make a deposit using the method you wish to be paid back to. This can be the minimum withdrawal amount"
Now, after more than 20 E-Mails, 1 direct Call and a couple of Live Chats, I still did not move forward.
These guys are scammers and I will not pay them even 1ct more. I just want my money and then they can close my Account for ALL times.This is not how gambling should be and they can be sure, that I will never play their games again.
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