SuperLenny Casino will not refund my deposits

RESOLVED
angie90 United Kingdom
posted on September 7, 2014.

Superlenny allowed me to open an account when I am self excluded from a number of EveryMatrix brands on their platform. I am also self excluded from Thrills casino (that they also manage), they state as I did not say I was a gambling addict to Thrills I cannot be refunded on my Superlenny deposits. Surely if I am self excluded on Thrills I shouldn't be allowed to open an account managed by the same people?! I don't know any other reason people would self exclude, as self excluding means they do not want to play any longer! Also I have been informed if you close one account under EveryMatrix you cannot open another, however, I have managed to do this plenty of times which is shocking.

posted on September 9, 2014.

Hi Angie!

My name is Bruno and I am the casinorep for Superlenny and Thrills here on AskGamblers. At the moment I am on a holiday (back 15th of September) so can not look into all the details now. What I can tell you straight away is that you can not close all your accounts just by exclusing your self from one Everymatrix casino. Regarding your Superlenny account. Did you tell our customer service your prior history on Thrills before doing a deposit on Superlenny?

angie90 United Kingdom
posted on September 9, 2014.

Hi. Thanks for the response. Some websites tell me you can exclude from all EveryMatrix casinos, others say you can't. I self excluded with Thrills, I don't have copies of emails as it was done on an old email address. The fact that I was able to open an account with you when I am self excluded at Thrills is worrying, I'm sure this isn't allowed. Most casinos will close an account as soon as they detect a sister site.

Thanks

posted on September 9, 2014.

Hi Angie!

Could you please write me a private PM with your username/e-mail on both Lenny and Thrills. I will, once I am back from my holiday have a closer look.

Regards

Bruno

angie90 United Kingdom
posted on September 9, 2014.

Thanks, I will email you now.

posted on September 16, 2014.

Hi Angie!

I am back from my vacation. Thanks for your patience! I had the possibility to look up your activity on both our brands, You signed up at Thrills approx 1 month before Superlenny was even launched. Once you told our customer service to close your Thrills account we did that immediately. Around 5 months later you opened up an account on Superlenny. Superlenny is a part of the same group, but an other casino so we could not possibly from our side have blocked you from making an account. I hope you will get an better understanding with this answer. Otherwise I am here for you.

Regards

Bruno

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