Casino SuperWins - Hráč se pokouší ověřit svůj účet.

ive sent required documents to the casino for verification- my withdrawal has still not been processed in line with expectations,

please could you help me get the money that rightly belongs to me?

thanks

matthew G.

Dear Matthew,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Please understand that the casino has to check your documents and your gaming activity. The KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner.

From your attachments it seems that the casino didn’t receive your documents and that you've provided them again yesterday. Because it may take longer to fully review all documents, we advise players to be patient and wait at least 14 days.

If your account isn’t successfully verified by this time period, we will intervene. Please keep me updated if the casino sends you any message, or if there is anything new regarding your problem.

Looking forward to hearing from you.

Best regards,

Kristina

Dear Matthew,

Is there anything new regarding this case? We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Still not received my funds from the casino - as of 5th sept 2020

Thank you very much Matthew for your reply. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Matthew,

I looked at your complaint and will do my best to help you. I would like to invite Casino Super Wins into this conversation. Can you specify where is the problem with player’s verification process, please?

I have been paid the money owed now - thank you so much