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
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