Superkasino Casino - Player's account is blocked with delayed verification.

Hi. I made a deposit to Super Casino last Wednesday, it went well but immediately after that my account was blocked. I asked customer service and the accounts department wanted the documents, I sent them on Thursday morning right away. Now the thing is complete nonsense, I got an email when I sent the documents that sometimes it can take up to 48 hours to check. Now it's been a week tomorrow morning and they just keep saying yes they are busy, we will try to send a request to the relevant department to expedite. I asked customer service if these shouldn't be done within 48 hours as I received the email, they asked if you could post a picture where it says so, I did, and it was quiet after that. Can you help me, I feel like this place is a scam, could it be? Hello.

(player's full name deleted by Casino.Guru)

Dear Faxenjr,

Thank you very much for submitting your complaint. I’m sorry to hear about the problems you’ve encountered regarding your account with Superkasino.

In order to assist you better and clarify the situation, could you please provide us with more details by answering the following questions?

• What specific documents did you submit to the accounts department?
• Could you provide the date and time when you submitted your documents?
• What was the exact nature of the communication you received from customer service after you submitted your documents?
• Have you tried contacting customer service again for further updates since you last communicated with them?

Your cooperation in providing these details will help us investigate and work towards a resolution. It’s important for us to gather all necessary information to assist you properly.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Hi, Passport, insurance bill, and passport and face side by side. 22.5 around 10:00 am. I was in contact with customer service on Sat 24.5, Mon 26.5 and Tue 27.5. They said they had sent a rush message to the department in question and replied that they did not know how long it would take. I received confirmation on 22.5 that the documents had arrived and that sometimes it could take up to 48 hours to check, now tomorrow is the last week.

Here's this morning's response. So on May 29th, they responded like this. Documents sent May 22nd. I received a confirmation email saying that it might take up to 48 hours to review the documents, now it's been exactly a week.

Still nothing.

Here are some comments from the discussion on May 30th. It's starting to feel like a scam.

Hi,

Thank you very much for your reply and for providing further information and screenshots regarding your communication with Superkasino.

To help us better understand your case and proceed with the investigation, we would like to kindly ask a few additional questions:

• What is the total amount you deposited before the account was blocked?
• What is the disputed amount you are currently trying to recover from the casino?
• Were you able to play any games after making the deposit, or was your account blocked immediately afterward?
• If you did manage to play, could you please let us know which games you played and whether any winnings were involved?

This information will help us present a more complete overview of your case when we contact the casino.

Thank you.

Dear Faxenjr,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petronela
Casino.Guru