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.
Super Casino Customer Service Manager