Super Casino - Delayed Payment due to Prolonged Verification

I created my account in 2012. At the time, I went through a simple verification process of providing ID and evidence of the cards used to deposit. I verified and everything was fine.

In August/September I started using the account again and on 4th sept I was asked to provide evidence of my ID and a bank statement showing my address. I did this and was paid £900 that i withdrew.

I deposited £300 and withdrew £1200 last Saturday. I then withdrew £3119 on Sunday. On Monday I then withdrew £113. I waited and waited and nothing.

On Tuesday, I contacted the casino and was told that I was supposed to be contacted by “Jack” and I needed to provide more documents. I found this strange and frustrating because
1. I’ve only just verified my documents
2. I should have been contacted with this request

I was given a lame excuse that it is to ensure I have the funds to gamble with (please note, I question why they were quick to accept my deposits without question, but only now query whether or not I can afford to gamble when I try to withdraw money).

I provided the requested documentation on Wednesday at around 1.15pm.

I got a reply on Thursday saying that my payslip was not accepted. I need to provide more information. I have resent copies of my payslips (I work for an independent business where my pay is calculated on an A4 sheet of paper, no official SAGE slip, I am self employed so I do not have tax codes etc) with proof of the monies being paid into my bank account. I have phoned SuperCasino countless times and I am fobbed off saying they can’t give me any information or discuss the verification process. I am a VIP so I am currently being dealt with and verified, still no correspondence, still no money. I have requested their complaints details, nothing.

Still, this is the 5th working day and NOTHING!

I feel I am being sent on a wild goose chase so that I don’t receive the money and I want to complain, know my next steps with regards to finally getting my withdrawal or refund of all deposited monies, or seek compensation at this stage.

I have now been paid and the issue is resolved. Thank you.

I have now investigated your case and as promised would like to help clarify this.

Please do accept my most sincere apologies for the way you feel you have been treated, I can assure you that this is absolutely not what we want and aim to achieve.

I also would like to guarantee you that this is a standard procedure and although we do understand it is not pleasant and at times can also be perceived as invasive, we have an obligation to carry this process out in full, but please allow me to say that there was and never is any intention whatsoever to violate your personal information.

I can also confirm that this is a one time procedure and you will not need to go through this every time you withdraw, of course, should there be any updates or changes on the account and depositing methods, we might need to verify and update records.

Allow me to also confirm that all documentation is absolutely safe as we are PCI compliant and our email system fully encrypted to guarantee maximum security, and of course all our processes are fully compliant.

As much as I can understand that it might seems so, this being a standard procedure we are obliged to carry out, there is absolutely no attempt nor any remote intention to stall payouts, which seeing that you have now received your funds, is also confirmed. We in fact go to great lengths to make sure that on our site it is clear and visible that there is a verification process and it is in no way possible to bypass this, so I also believe this does imply that there is no intention of stalling payouts.

As far as I can see, there has been regular interaction and updates from our support and VIP team, however, as you do not feel that this is sufficient, I will of course bring this feedback to the stakeholders, and make sure we further improve on this, making sure we do deliver the service you wish for.

I am glad that as you have confirmed yourself, payments have been received, we can consider this matter closed and settled, and just allow me to once more forward you my sincere apologies for the poor experience you feel you have gone through, reassuring you that your feedback will be taken on board and acted upon.

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.