Ag Awards

Super Casino - Frozen My Account After Win

Complaint Info
Disputed casino Super Casino
Reason Verification issues
Amount £ 1240
Istanbul2005 United Kingdom Message
Posted on July 16, 2014

I opened a new SuperCasino account 2 weeks ago as it was an attractive deal and I was after a new casino home. Deposited 7 times and fulfilled all bonus requirements, and had a win of £1240, which I subsequently asked to Withdrawl on Saturday 28th June 2014. This is where the fun begins, the next day I was asked to sent a copy of passport/recent bill and a copy of the front and back of the payment cards used to deposit, which is pretty standard for most casinos these days. I did this and was told that it would be authorised in 3 days and then another 5 days to reach bank account. I went to log into my account on Friday 4th July and found it had been frozen out and to contact customer care. I did this on the Saturday via email. Despite emailing them daily since, I've had not one single acknowledgement of the Withdrawls bar one email asking when I sent the documents on Saturday. I've heard nothing since and the account remains frozen so I can't even play with them, not that I'm likely too in future after this sorry affair.
User: Bungle231705 for anyone who views this from SuperCasino.

Posted on July 11, 2014

We have looked into the complaint you have raised.

We are sorry that you are unhappy with the documentation that we have asked you to supply and the associated delay to your withdrawal.

With regards to the original request and the reasons behind it, the request for documentation is a standard request for all players to ensure we comply with eGambling and anti-money laundering procedures in the UK and Alderney. Depending on the account in question the request may be triggered by deposits, withdrawals or gameplay. I can absolutely assure you that the request is in no way designed to delay or disrupt the process of a withdrawal for our players.

Upon registering with the casino and making your first deposit we are required to carry out an age verification check using our age verification provider by using the details you have given, if the age verification check fails we would request documents from you in regards to this, however even when this initial identity verification check passes we would still require documents once you reach a certain threshold.

We do apologise if this has caused any inconvenience to you, we are happy to confirm that we are in receipt of the documents and the withdrawal was processed on the 10/07/2014. Please allow 3-5 working days for your bank to process this into your account.

In regards to your account being frozen, we received an email from yourself on the 29/06/2014 requesting to exclude as you were no longer in control of your gambling, here at SuperCasino we take responsible gambling extremely seriously and so an exclusion was placed on your account.

We hope this serves to answer your questions, if you do have any further queries please do not hesitate to contact our customer support team.

Best regards,


Posted on July 14, 2014

Dear @Istanbul2005,
Can you confirm that this complaint is resolved? Thank you in advance.

Sign up for +100 No Deposit Spins!

This offer is not applicable to residents of Great Britain.

By subscribing you are certifying that you have reviewed and accepted our updated Privacy and Cookie Policy