Super Slots Casino - Player's withdrawal request has been delayed.

YesThe was allowing me to deposit all the money I wanted and to play with and just kept taking my money and then the moment I win they deny my withdrawal but I still have access to my account at this time so I still continue to play and stuff cuz I originally won $15,000 and I just continued to play and play it down to like 10,000 and then decided to withdraw well upon withdrawal they denied my withdrawal cuz they said they needed to speak to me to confirm withdrawal so I spoke to them well upon speaking to them they locked my account and request a documents for me and my boyfriend because my boyfriend has an account we have the same phone number but we live it two different addresses he didn't have a phone he just got out of prison so he didn't have a phone to access so I'll let him use mine and I had to verify relation to them to him well he submitted all his documents I submitted on mine just like they requested and upon that they have tried to tell me on numerous occasions that they didn't get documents that they got all of not including one message will say that I need to submit another one of my selfie another one will say I need to spend another one of my ID but they'll confirm all the documents in the previous emails and none of them add up on the timeline and they won't let me speak to the correct department anymore they only let me talk to the first customer service and then tell me I can't speak to them because of the review I'm unable to speak to that department even though I have the extension and everything and I have every email for the past 2 weeks confirming that

Dear alyssabruce90,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Super Slots Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long have you been a player of the casino and when exactly your account was blocked? 
• Have you received any justification as to why your account was blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Did you achieve your current balance with the help of a bonus? 
• Do I understand correctly the casino support requested a selfie with your ID as a last requirement for completing the verification of your account on July 11th? Have you provided a new photo to the casino?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Yes I've provided the other copies I've got provided them numerous times and I get confirmed one time one message saying that they got the selfie and then the next message saying they got my ID but never the never confirming that they got both of them on each email it confirms each of them and then I uploaded them through the chat portal to make sure that they couldn't say that they didn't get them so I did it through their customer service on the chat and they verified that they got them and I won the money through playing one of the games on there I think it was the ra coins Is the name of it it's like a newer game and no no bonuses was used at all I used my money to play and I've been a member on the website for probably six seven months and no bonuses was claimed for that and their excuse for locking my account was because my boyfriend and I had used the same phone number on our account but upon them asking me what our relationship was they request a documents from both of us which neither of us live in the same place we both have separate addresses and he even submitted all his documents as well proving that we live it separate addresses he just hey got released from prison and didn't have a phone so I let him use my phone number to sign up cuz he wanted to play and you have to have a phone number to sign up well they've talked to him they got all his documents with that he they requested which was his ID a bank statement showing his address a selfie of him holding his ID and he submitted all of them to them like they requested and I submitted all mine proving all our documents and they didn't lock my account until after I contacted them about my withdrawal

Thank you very much, alyssabruce90, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru)  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, alyssabruce90,

I am sorry to hear about your trouble and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Super Slots Casino team,

Could you please explain the player's situation in more detail? What should she do to complete the KYC/verification and withdraw her winnings? Can you provide her with instructions on how to proceed with the KYC?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Greetings,

Extending the timer for the casino once again because some time ago, I was informed outside the thread that the casino representative should get back to me but they have not yet.

Let's wait for their response and clarification.

However, please note that we are talking about an extra timer over our standard processing times for complaints, so, if no one from the casino comments on the complaint or we are not provided with relevant information/details until the current timer expires, the complaint will be closed in accordance with my previous post. The casino representative will be informed about the same.

Thank you for your patience and understanding.

Dear alyssabruce90,

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.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

Thanks to the Super Slots Casino Team for providing information and cooperation.

Best regards,

Branislav, Casino.Guru