Ag Awards

Super Casino - Really?

Complaint Info
Disputed casino Super Casino
Reason Declined payment
jackflush United Kingdom Message
Posted on May 16, 2014

I joined the casino and then had to contact them and ask if they would kindly add the promotional bonus, and yes I did click the box.

I mainly play the live casino option, I like to see the dealer deal my blackjack or spin the roulette wheel, not paranoid, just paranoid.

Anyway, first few day's went ok, I played through the wagering requirement and then decided I would cash out, I was about £1000 up and wanted to cash out £500.

That's where the fun started, they wanted proof of everything, to which I gave, they sent me emails to which i responded with scanned documents of what they asked, then 2 day's later i'd get a text saying please respond to the email, so i'd phone and tell them I had responded to which they'd agree.

In the end I wrote to their customer service and said " I have played at many online casinos, and when I cash out I usually have the funds in my bank account in about 5 days, why does it take 2 weeks with you and does it always take 2 weeks?".

They responded by saying that i could set a limit as to how much i could deposit to stop myself gambling beyond my means.

So, did they just not read my question, or did they just try and belittle me and make out I had gambled so much I was desperate for some funds?

Could someone remind this casino that Betfair and William hill are big business, they understand that a punter does like a seamless withdrawal.

And when I have contacted said casinos, they have responded like a friend not a school teacher.

Customer liaison is the most important factor in the realms of gambling.

Punters, do not accept bad service!Cash out and move on!

My advise would be to not join this casino, if you like playtec games then use a reputable site, don't worry about the bonus, the service is invaluable.

Don't say you weren't warned

Posted on September 11, 2012

As with all eGambling operators, we at SuperCasino have to maintain certain security procedures in relation to all of our players as a license requirement. This may include, particularly for new players, a request for additional verification documentation (such as proof of identification, proof of address, etc as part of the regulations we must follow – a process called customer due diligence. Based upon the comments in your post you have sent these documents across to our support team - provided this is everything we have asked for this will allow us to process your withdrawal in line with eGambling regulations.

As published online within our main terms and conditions our withdrawal processing times include an initial period of three working days, after which we will process your funds to your requested withdrawal method. This period of three working days allow us to perform the checks necessary as part of our license requirements in relation, most importantly, to new players but also for players where we may need to update any identification documents (a process called ongoing customer due diligence). Once past this period, provided all is in order, your withdrawal is processed and will usually take approximately 1-5 working days to clear into your nominated account, depending on your chosen withdrawal method. We understand that if you have had to send in some additional documents, this may have delayed your withdrawal slightly – but provided all is in order the above withdrawal schedule would be correct. Overall it normally equates to around 4-8 working days. For existing players this initial period of checking documents may not be necessary and so the withdrawal would be processed more quickly.

Finally, without accessing your account we are not able to provide a more specific answer in regards to your contact with our support team and their comments in relation to deposit limits. However, we take responsible gambling extremely seriously at SuperCasino and adopt a proactive attitude wherever possible with our players. Therefore, the response you received regarding limits may have been triggered by something in your initial email to us, so if you can provide your username we will be glad to look into the issues you’ve raised and offer further comment.

Posted on September 15, 2012

 Some updates here?

Posted on September 19, 2012

 Dear @jackflush,

Please confirm if the issue has been resolved. Please be in aware that in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

Thank you for your cooperation.

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