Super Spin Casino - Player claims that payment has been delayed.

I recieved a promotional email so I deposited with the site, recieved my bonus, had a wager requirement to fulfil which I surpassed. I then was satisfied with the amount I had won, this came after losing just under £500 back but it was from winnings after all. So went to withdraw, all went smoothly, or that's what I thought. Now the nightmare started so 24 hours later and my withdrawal still says pending at the first stage so on to support and they notify me that I need to send in my ID, picture of the debit card I had used to deposit & proof of address which is pretty standard these days then came the ridiculous requests of:

Picture of myself holding my ID and a piece of paper with GRID LINES on it with my arm showing me actually holding my ID and piece of paper with "hello super spin casino" and the current date, that's not all, they wanted to see 3 months back statements showing the proof of the transaction which came up as GOLD something ltd but they over charged me as I requested £30 but £31.54 was charged but I let that slide. How can a casino ask for such things on the first withdrawal? I work in a management team of a large UK land based casino and I've never heard of such nonsense. Anyway everything provided and I'm still pending at the first stage of the withdrawal and they just keep stalling with the same responses from support. Question is will I ever get my money??? As it stands DO NOT PLAY AT THIS CASINO! even if they do pay me I still would advise against it.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear AyyCee26,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear AyyCee26,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear AyyCee26,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Karla