Ag Awards

Super Casino - Delayed account verification process

Complaint Info
Disputed casino Super Casino
Reason Verification issues
Amount £ 1300
Bubz United Kingdom Message
Posted on September 3, 2018

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

Posted on September 4, 2018


My name is Roger and I am a a Super Casino Customer Service Manager.

I have thoroughly investigated your case and would like to clarify some points, as I am afraid that there might have arisen some confusion on time frames and standard procedures.

I am sorry to hear of the inconvenience caused by our security verification procedure, however, once such a request is triggered, we are not able to process any withdrawals before all requested documentation has been approved and verified. We had initially requested the documents on the 27/08/2018 and due to not receiving any documentation your withdrawal requests were automatically returned to your balance after 7 days of being in a pending status due to the security verification procedure not being completed.
We received the requested documentation from yourself on the 02/09/2018 and the proof of address and copies of your bank card were approved, however, we received a cropped copy of your ID which was also in black and white and could not be approved unfortunately and this was re-requested.
In view of this, I am afraid that I have to say that the delay on the whole process can't really be attributed to any shortcoming from our side.
I would also wish to take the opportunity that should any customer have doubts or questions regarding the KYC (verification process) all information is available at the below link.
I hope to have helped clarify and shed some light on this case and the procedure involved.
Should there be any further questions, I will be happy to explain further.

Best Regards


Super Casino Customer Service Manager

Posted on September 7, 2018

Dear @Bubz,

Please let us know if there's an update regarding your ongoing complaint. Please keep in mind that you are supposed to reply within the given 96-hours time frame, otherwise AskGamblers Complaints Team will consider the case as Resolved and it will be closed accordingly.

Thank you for your cooperation.

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