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Super Casino - Stalling payout of £12,095

RESOLVED
samjoshmitch United Kingdom
Posted on November 21, 2018

Dear Askgamblers. I hope you can help with my issue.

On 04/10/2018 I deposited to supercasino the sum of £200 and was offered £200. I was lucky enough to eventually win £12,095 after completing their wagering requirements, which I was obviously really happy about.

I sent all documents as requested and my account was verified on 22/10/2018; I received an email to this affect, saying that I would receive an automated email once the transaction had been processed.

The only correspondence from the casino since then is to say "The withdrawal is currently being looked into by our relevant team and unfortunately there has not been an update yet. As soon as we receive an update we will contact you via email."

I have no idea what is causing the delay as I stuck to the terms and conditions and won fair and square.

Thanks in advance
Sam

Posted on November 21, 2018

Hi Sam,

My name is Roger and I am a SuperCasino Customer Service Manager in charge of this complaint.

I have immediately investigated this case and am glad to be able to reply and reassure you that everything is fine.
Please do allow me to apologize if you've felt excessively delayed, but as you can understand there was a number of factors, including the amount, which required further checks, but let me also clarify that at no point did we ever hint or suggest that your gameplay had not been regular or that anything was wrong, and if that might have been how you perceived it, I once more sincerely apologize for that, believe me, that is far from anything we'd want to say.
With reference to your email from us, I can say that that was sent on the 1st November, and after that I can see you were keeping in touch with us to get some updates. However I am afraid that for some reason you might have missed our reply dated 11th November 2018 sent at 3:32 PM which I will copy here to help you find it in your personal email inbox:

Hi Sam,
We hope this e-mail finds you well.
We would like to inform you that you can now request your withdrawal again.
Should there be anything else we may assist you with, do return to us by Email, Live Chat or phone and we are happy to assist. We are available to you 24/7.
May I wish you a pleasant day further.
Best regards,
Chris
SuperCasino Customer Service.

So as per the above email dated 11th November, I can re confirm to you that you are welcome to login, request a Withdrawal and we will make sure that it is processed as per standard time frame with no further delays.

I hope this is the good news you were waiting for and hope that this resolves the complaint. Of course, should you need any further info or assistance, please do not hesitate to contact our support and we'll be happy to guide you.

Wishing you a pleasant day.

Best Regards

Roger

AskGamblers
Posted on November 21, 2018

Dear @samjoshmitch,

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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