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.