Payment delay at superstackpoker.com

JazzBerlin

Dormant account
Joined
Aug 8, 2012
Location
Alpha Centauri
It's nine days ago now, that I registered an account at a small site called superstackpoker.com. They have a pokerroom from Everleaf and a casino from NETENT. I didn't found any negativ comments about this site as I searched via google and I never had problems with NETENT casinos before. So I cashed in and played for some hours. What should I say: I lost some money and in the end, I decided to cash out the rest of it (more than 500 Euro). I send some documents (identity card, telephone bill) via mail to the support and I uploaded the documents directly in my account, too. I got fast an answer that my documents were verified. Everything seems to be ok. Fast support and you allways get someone in the chat (waiting time less than 1 minute).

It's normal that you have to wait sometimes a little bit more at a small casino, but my money didn't arrived in my moneybookers account since yet. I contacted the support several times, but I only got the answer:

"We apologise for the delays to your cashout; unfortunately all cashouts are having a delay due to volume of cashouts being processed and the Cashiers systems performing slower than usual."

I contacted also the chat support and got allways the same answer AND they can't say when the payment will realised. The last chat support said: "Just wait a few days more." - I think, this isn't the way a casino should work. I tried also contact NETENT too. Unfortunately I didn't get an answer yet. So this is a small warning to cash in money at superstackpoker.com -

PS: If anyone has experience with this site, I would be happy if you post it. Of course I will write it, when the money arrives at moneybookers. If someone has a contact person, who can help, please write it too.
 

rainmaker

I'm not a penguin
webmeister
CAG
Joined
Dec 28, 2010
Location
-
.

Hi!

You may want to consider doing a PAB: http://www.casinomeister.com/forums/faq.php?faq=cmfaq_pab

Net Entertainment (like other suppliers) does not deal with players directly, so you will not get any reply from them. My advice is so stick with some of the larger NetEnt casinos, like those listed in the accredited section. You will probably be treated better there :)
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
It's nine days ago now, that I registered an account at a small site called superstackpoker.com. They have a pokerroom from Everleaf and a casino from NETENT. I didn't found any negativ comments about this site as I searched via google and I never had problems with NETENT casinos before. So I cashed in and played for some hours. What should I say: I lost some money and in the end, I decided to cash out the rest of it (more than 500 Euro). I send some documents (identity card, telephone bill) via mail to the support and I uploaded the documents directly in my account, too. I got fast an answer that my documents were verified. Everything seems to be ok. Fast support and you allways get someone in the chat (waiting time less than 1 minute).

It's normal that you have to wait sometimes a little bit more at a small casino, but my money didn't arrived in my moneybookers account since yet. I contacted the support several times, but I only got the answer:

"We apologise for the delays to your cashout; unfortunately all cashouts are having a delay due to volume of cashouts being processed and the Cashiers systems performing slower than usual."

I contacted also the chat support and got allways the same answer AND they can't say when the payment will realised. The last chat support said: "Just wait a few days more." - I think, this isn't the way a casino should work. I tried also contact NETENT too. Unfortunately I didn't get an answer yet. So this is a small warning to cash in money at superstackpoker.com -

PS: If anyone has experience with this site, I would be happy if you post it. Of course I will write it, when the money arrives at moneybookers. If someone has a contact person, who can help, please write it too.

The clues are there.

Looks like a cashflow problem. Cashier systems WILL perform more slowly when they are having to juggle with limited funds in order to pay players. It could also be meaningless bullshit, coming from a CS agent told to "just make up a plausible excuse" when a player complains about slow payment, an exercise designed to buy more time before the player loses patience and takes the complaint external, such as a forum or dispute service.

The best bullshit test would be to ask a different CS agent for the reason for the delay, and see whether it bears any resemblance to the excuse just received.

Payment to an eWallet should be almost instant once documents have been verified.
 

JazzBerlin

Dormant account
Joined
Aug 8, 2012
Location
Alpha Centauri
Hi rainmaker, vinylweatherman,

first of all: Thank you for your answers. I read now the informations about the PAB service and it's realy a good thing. I will wait a few days more and if they don't pay, I will try the PAB service. Next time I will pay more attention, when I use a new casino, but I thought: "Ok - superstackpoker.com is unknown, but it's Everleaf and NETENT - what should happen if a site is a member of these networks?"

Vinylweatherman - the support answers allways the same - in the chat and via mail. I am sure that these are not technical problems and I suppose too that they have "cash flow" problems. On the other hand - the support is so fast and they allways affirm that every player will be paid, so that I have the feeling, that they will pay sometimes. Why should a casino have a fast support if they don't want to pay? I had much more harder fights with RTG casinos - and got allways my money. :)

So thank you again for your answers: I will write in the next days what happened.
 

JazzBerlin

Dormant account
Joined
Aug 8, 2012
Location
Alpha Centauri
Today I talked again with the chat support of superstack poker. Here are two statements of "Irina":

Irina: unfortunately we are having delays due to the high volume of cashout requests, I have to inform you of this, because this is the situation that we have at the moment. Payouts take in average several weeks to be processed, we are sorry for the inconvenience and ask you to please allow some more time

Irina: I can not say for exactly how long you will need to wait unfortunately, but the cashouts do take a few weeks to be processed at the moment; the situation might change in the near future, as we hope to have this problem solved as soon as possible

It seems that they have really cash flow problems at superstackpoker.
 
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JazzBerlin

Dormant account
Joined
Aug 8, 2012
Location
Alpha Centauri
And I am waiting now 13 days for my cashout. The chat partners are trying some variations:

"Lily: I understand your concern about the delay on your cashout,but I'm afraid the cashouts need to be processed in chronological order and there are players waiting for longer.The cashout enters into an automatic payment processor with which we work and when it is finished processing the funds are then sent to the players"

The marked phrases sound a bit funny, because sometimes I have the feeling, that I was the one and only player on superstackpoker.com, because if I try to search via google you find rarely comments from other players about superstackpoker.

However - I tried also to contact a responsible person of NETENT, which I found in the casinomeister list a few days ago, but I didn't get an answer. It seems that the person isn't very active at the forum. So I only have to wait and hope that they will pay.
:mad:
 

rainmaker

I'm not a penguin
webmeister
CAG
Joined
Dec 28, 2010
Location
-
However - I tried also to contact a responsible person of NETENT, which I found in the casinomeister list a few days ago, but I didn't get an answer. It seems that the person isn't very active at the forum. So I only have to wait and hope that they will pay.
:mad:

Hi again!

As I said earlier, NetEnt (like many other game suppliers) does of course not deal with players directly. You need to contact your casino where you are a customer.

I think it is a good thing that game suppliers are interested in joining this forum with a rep. I am really hoping that players do not bother them with player issues as this probably will scare them away.

I have already given you a link to Casinomeister's PAB service, which may be a good alternative for you if they do not pay you.
 

JazzBerlin

Dormant account
Joined
Aug 8, 2012
Location
Alpha Centauri
Hi again!

I am really hoping that players do not bother them with player issues as this probably will scare them away.

Ok - was an missunderstanding. I read in the FAQ of the PAB that a player should first of all, search in the casinomeister contact list, if he can find a person who can help. The person didn t read the message yet - so I deleted the message.
 

JazzBerlin

Dormant account
Joined
Aug 8, 2012
Location
Alpha Centauri
I waited now over 4 weeks for the payout and today I had an interesting statement from the chat support of superstackpoker. He said, that this problem exists at all of their cardrooms and that they have over 200 cardrooms. It seems to be that this problem isn't only a problem of superstackpoker.com, but rather a problem of Everleaf. Is there anyone who has similar problems at other cardrooms of Everleaf? Is this a realistic statement?

Here the phrase of the chat:

Aaron: yes a high volume we are a large network with over 200 cardrooms with more then 300 players on each site
...
Me: should i realy believe that you don t payout 200x300 players or more since weeks
Aaron: this is the situation right now
...
Me: so explain a bit more, which 200 cardrooms are involved in this hard delay
Aaron: i cannot say but we have over 200 under the Everleaf Gaming company
 

spoton

Senior Member
webmeister
Joined
Dec 28, 2011
Location
Right behind you
As you can readhere i had some troubles getting a relative small cashouts from them some time ago. That was another everleafskin though. I did however make sure to contact my affiliate and them each day. If you read
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at twoplustwo its seems that things havent gone any better, and that you might have too wait 1-3 months at your money if you ever recive them.

Anyways i suggest you file a PAB so Max can take a look at it for you, and atleast get an warning out about this network.

Good luck.

Edit: Browsing the thread i linked too it also seems that
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protect players much either.
 

StefW

Dormant account
Joined
Nov 15, 2012
Location
Europe
Like many others i also like to play on an Everleaf skin ( partner ) called 360PKR.

I realy love to play the Gtd tournaments as the oposition is SUPER WEAK and on average i make 75% in the pay outs.

I have been playing at 360pkr for just under 2 years now and at the start when i managed a withdrawal it would never take any longer then 5 days to get paid, but last year the network had a dip and it took longer to get your money, 1 withdrawal took 3 weeks. But then from April upto August the cash was is my account faster again.

Lately the payment processing has been realy slow, i was told by my contact that it could be a few weeks, they depend 100% on the network to handle their payments.

This would be where the story ends with most rooms, but thanks to Alexej one of the 360pkr managers the wait has been okay as i was given 2x a free cash bonus of 10 Euro plus voucher for a big tourney! Their way of saying sorry is one i have never seen in many years on online gaming! If we bitch about the bad we also must admit when good service is given!

I think if you want te get paid quick only PokerStars can do the job, but eversinds they started with the late reg sheit the tournaments have gone from average crapshoot to Bingo so i havent played there for a few years now.

Once you get used to the delays its not too bad at Everleaf as they always pay in the end!

Maybe when payment is slow contact the skin manager and get a small free bonus or voucher for the wait :)

Kind regards
StefW
 

JazzBerlin

Dormant account
Joined
Aug 8, 2012
Location
Alpha Centauri
First of all: Thank you spoton an StefW for your answers and your experience.

I want to be fair, so I write again:

1. I get my money from superstackpoker or Everleaf. They paid the money in 4 steps and I got the last money after 115 days. So I am happy to get it, but I have to say - I was not amused.

2. The support of superstackpoker was ok. They answered fast, but they answered only: "wait". Dear superstack: It was no problem to cash in fast, but you never said a single word that a cashout will need months. You know the problems of everleaf since february, so there was enough time, to install new and fast withdraw methods.

3. And Dear Everleaf: I liked your software, but how you now handle the situation, is not serious.

4. To all players, who are waiting: They will cash out! But they need for the european players 3 month and more.

5. Sorry for my english. :)

6. Of course, I closed down my superstack account and will close every Everleaf Account. That's hard - one of my oldest accounts was poker4ever.
 
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