Superior Casino - Player’s withdrawal is delayed.

I submitted all documents for a payout on december 8, 2022. I was told it would take 4 business days to process my documents. I'm unable to request the payout until they approve these documents. I have contacted them via email, chat, and telephone and keep getting the runaround. They don't answer in chat 90% of the time, same for the phone as well. And I have only received 1 email back from them on Dec 7th, stating that i needed to submit more documents, in which i did. I have followed up with this casino every couple of days, I have spoken with their rep, Dior, on numerous occasions, and still, nothing has been done.

Dear jaimev33,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions before we contact the casino. Have you made any successful withdrawals before? Have you received any confirmation your verification documents were approved or rejected?

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

Hi Tomas,

I have not made any successful withdrawals there. I submitted a couple of docs and they sent me an email on Dec 7, asking me to submit further documents in which I did on Dec 8th and they have not sent me an approval or a rejection and I have contacted them multiple times regarding this matter. They don’t respond via email and when I speak with someone via telephone (usually Dior) or in chat, I’m told that they will get back to me, in which they have not. They originally told me that it would take 4 biz days to approve my docs. This is now almost a month.

I understand it must be frustrating for you, jaimev33.

Could you please advise which document you already provided and which documents were additionally requested from you? Could you please tell us if your winnings were accumulated using bonuses or not?

If there is any communication between you and the casino, please send it to tomas@casino.guru

I'll look forward to your reply.

This is the only correspondence I received from the casino regarding my docs.

I submitted my photo id back and front, cc’s back and front, my electric bill with address, my withdrawal form, and my cc authorization forms. They received all of this by 12/8. I did use a bonus in which I was told there was no max Cashout by the chat rep. Here is the bonus I used.

Thank you very much, jaimev33, for providing the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@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.  

Thank you!

Hi jaimev33,

I've just reviewed your case and am very sorry that you came across such an issue. In order to help you resolve the problem, I will contact the casino.

I'd like to invite Superior Casino to join this conversation and participate in the investigation.

Can you please provide us with any reasons for the delay in the completion of the KYC procedure which causes the problem with the withdrawal request for the player?

Kind regards,

Tomas

Dear jaimev33,

As we have checked with the Finance department, your account has been approved and $500 sent to your BTC address. The delay was caused by the lack of documents needed for verification, but since this is a one-time procedure, it should not be a problem further on.

Please feel free to email the Finance department in case of any further questions.

Kind regards,

Superior Casino team

How was there lack of documents when I sent all that was required by December 8th and did numerous follow ups to find out what the issue is? Superior casino sent me a message a few hours ago stating that they sent $500 Bitcoin, and I still do not have any Bitcoin pending. I replied to their email letting them know this and they didn’t respond there. In addition, I also mentioned in the email that all the deposit and withdrawal methods have been removed from the banking pages. I also asked about the remaining $327 in which I still have not received a response on any of it.

They sent the bitcoin, thank you for your help on all

Hello,

As we have checked with the Casino, there were some software server problems which affected some functionality of the casino and other services.

We apologize for any inconveniences caused and we are happy that you finally received all the winnings!

Please feel free to contact the Casino Support 24/7 further on in case of any questions.

Kind regards,

Superior Casino team

Dear all, thank you for your cooperation.

jaimev33, could you please confirm that the matter is now resolved?

Kind regards,

Tomas

It’s resolved, thank you

Dear jaimev33,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas