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Superior - Casino refuse to pay my winnings
Ruling
Resolved - An account verification issue appears to have been resolved with Superior casino as the player is unresponsive to our requests for an update.
Read our Superior Casino Review.
Player's Complaint
Hi! I feel cheated by this casino (www.Superiorcasino.com). If there’s anything you can do with this matter would be greatly appreciated.I can not believe a business can treat the players (customers) like this. I have all the proof and all the chat transcript or documents saved if needed. So i open an online account on July 2017, sending the documents to verify my identity in the same month. After all that done i get my very first deposit and very first win (withdrawn) all OK no problem. Until 22 of March 2018 i have a total of 3 withdrawn and 7 deposits ( same depositing and withdrawn method every time - [EDIT]). ON 22 OF MARCH 2018 i deposit 30£ and win 500£. Them says withdrawn request take 2-7 working days. I contact the Customer support on Monday 2 April ( after 7 working days but a total of 11 days). They says i have not being verified and i have to send the documents (i was going mental because 1-i was already verified and accepted before and 2- that means another weeks maybe to wait for my money). Here we ( me and the Customer Service) started because i do not want to wait any longer ( DO NOT SEE ANY LOGICAL REASON to ask me for verify again after waiting 7 days without any notice and after i was doing that verify already and proof with my withdrawn and the middle off 2017 verify accepted email i always use the same deposit and withdrawn method proof with bank statement). I keep getting different answers every time (that answers like i'm a priority or still waiting for management answer...etc) when i speak to someone ( I think i speak with all CS of the site and i print screen all chats, even the online chats when CS avoid me). I ask for phone number and they don't have. In the last email which i recieved today 4 April them says is take 2 to 7 days to get the money in my account but that was only a CS email which its actually means nothing if them keep blaming the Management ( I DO NOT WANT AFTER ANOTHER 7 DAYS them to come up with something NEW). I have copy and screenshots of everything. PLEASE WHAT IS YOURS ADVICE FOR THEM TO RELASE MY FUNDS? CAN I SUE THE CASINO? Thank you for helping in this mater.
3 Responses
Hi crakss,
Have you managed to complete the re-verification process and withdraw your funds?
Thanks,
ThePOGG
Hi crakss,
If we haven't heard from you by Friday the 4th of May I'll assume you've managed to complete the re-verification process and close this complaint.
Thanks,
ThePOGG
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Agreement
crakss consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:
April 6, 2018
Hi crakss - welcome to ThePOGG.com!
Firstly, as a UK citizen you should only be playing with casinos that hold a UKGC license. Superior casino do not have a UK license and as such are breaking UK law when they accept your play.
Honestly, my advice in this situation would be simply to provide the documents they are requesting. Re-verification does have to happen at semi-regular intervals, especially when you are withdrawing funds, the fastest way for you to get your money is going to be complying and the options for you to sue them are non-existent. Even if they were located in a jurisdiction where legal action was possible, you would spend far more pursing this issue than you'd ultimately get paid.
I would suggest you just provide the documents they're asking for.
Thanks,
ThePOGG