Complaint #37
Super Casino
Will not pay, but giving me the runaround for months!
11 years ago
On the 6th september 2014 I deposited £200 into supercasino for the welcome bonus, which if I remember correctly at the time was a 300% bonus to £600. I luckily managed to get this balance up to £3458, and requested a withdrawal on the 11th september.
This is where the problems started. On the 17th september at their request I sent the following:
A copy of your photo ID (passport or driver's licence)
A clear picture of you holding your photo ID
And
A copy of a utility bill or bank statement issued within the last three months showing the address registered in your account.
I was told the document was too blurry despite it being accepted at every other casino I had played at, So I sent another copy.
After this they requested some more up to date proof of address, because I was at university at the time I requested that my address be changed to my university address, after many emails back and forth over the next 2 months this was eventually done and I provided proof for this new address plus proof of my home address. Often my emails were ignored during this time or I got responses completely unrelated to my question. An example of the incompetency was when I received the following in an email:
In this case, we require you to provide documentary confirmation of your Neteller account - how it was funded, and confirmation of the deposit to NetPlayTV. You can find this in your transaction history available online with Neteller.
I have never used neteller to fund that account, nor even have a neteller account.
My case was escalated to Tess from VIP, who requested yet another utility bill.
After another 2 weeks of being ignored, I was then told that I had been posted a deposit confirmation form which I had to sign and post back. This was posted for next day delivery, yet again it was over 2 weeks before receipt of the document was acknowledged.
Eventually I got an email back saying that they were not satisfied with my signature on the document?! And a copy of my passport was requested, which I promptly sent.
That last email from Tess was on the 19th January, after which I was again ignored for a further 2 weeks by both support and Tess, despite several emails and several live chat conversations.
Finally on the 2nd february, I received an email, to my dismay it contained yet more strange requests: http://gyazo.com/6cc54c80b909cc9aea8177b338646172
A picture of me holding a copy of today's newspaper? Is this a joke? Why in the world would the casino need this? And request 7, I would like to know where it says in the terms and conditions that the casino are allowed to request my personal financial information. I don't even know what they are asking, my skrill account has been funded for a number of years with various payment methods, are you asking for the last payment received to the account before depositing? The first ever payment?
I have sent 33 emails and been on live chat at least 20 times and still I seem no further to getting my funds.
Jack
This is where the problems started. On the 17th september at their request I sent the following:
A copy of your photo ID (passport or driver's licence)
A clear picture of you holding your photo ID
And
A copy of a utility bill or bank statement issued within the last three months showing the address registered in your account.
I was told the document was too blurry despite it being accepted at every other casino I had played at, So I sent another copy.
After this they requested some more up to date proof of address, because I was at university at the time I requested that my address be changed to my university address, after many emails back and forth over the next 2 months this was eventually done and I provided proof for this new address plus proof of my home address. Often my emails were ignored during this time or I got responses completely unrelated to my question. An example of the incompetency was when I received the following in an email:
In this case, we require you to provide documentary confirmation of your Neteller account - how it was funded, and confirmation of the deposit to NetPlayTV. You can find this in your transaction history available online with Neteller.
I have never used neteller to fund that account, nor even have a neteller account.
My case was escalated to Tess from VIP, who requested yet another utility bill.
After another 2 weeks of being ignored, I was then told that I had been posted a deposit confirmation form which I had to sign and post back. This was posted for next day delivery, yet again it was over 2 weeks before receipt of the document was acknowledged.
Eventually I got an email back saying that they were not satisfied with my signature on the document?! And a copy of my passport was requested, which I promptly sent.
That last email from Tess was on the 19th January, after which I was again ignored for a further 2 weeks by both support and Tess, despite several emails and several live chat conversations.
Finally on the 2nd february, I received an email, to my dismay it contained yet more strange requests: http://gyazo.com/6cc54c80b909cc9aea8177b338646172
A picture of me holding a copy of today's newspaper? Is this a joke? Why in the world would the casino need this? And request 7, I would like to know where it says in the terms and conditions that the casino are allowed to request my personal financial information. I don't even know what they are asking, my skrill account has been funded for a number of years with various payment methods, are you asking for the last payment received to the account before depositing? The first ever payment?
I have sent 33 emails and been on live chat at least 20 times and still I seem no further to getting my funds.
Jack
Super Casino Complaint Stats
Resolved
55 / 62
Avg. Amount
$3,288
Avg. Complaint Duration
11 days
Avg. Response Time
3 days
Super Casino Complaint Summary
Most user complaints about this operator fall under the Payment category.
So far, 46 out of 50 complaints in this category have been resolved.
This operator's average complaint duration is 11 days, while the average duration across all operators is 8 days.
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