SuperLenny Casino - Unable to login, worried about my withdrawal and balance

UNRESOLVED
Pandrop22 United Kingdom
posted on July 31, 2016.

I opened an account with Super Lenny yesterday. I wagered £400 and submitted a withdrawal for £1400. I continued playing with a remaining balance of £70 and when it reached £150 I was kicked out of the site. When I tried to log back in a message to the effect that my login failed and I should check my username & password. I am in no doubt that they are correct however when I used the reset password option it did not work. I have tried to use the online chat facility but having waited for 30 minutes no one contacted me. I used the telephone number supplied and got an answer phone where I left my telephone number. No one has called me back. I have sent 2 emails to the support address and again have received no response. I am becoming increasing concerned that there is an issue. Can you assist please?
Thank you

Pandrop22 United Kingdom
posted on August 2, 2016.

£400 refunded to my Bank Account. No idea what the issue is as still no response to the 4 emails I have sent asking for clarification/ assistance. Not good!!

posted on August 2, 2016.

Hi Pandrop

Could you please send me your username.

Regards

Bruno
Affiliate Manager

Pandrop22 United Kingdom
posted on August 2, 2016.

My username is pandrop22

posted on August 2, 2016.

Hi

This has been sent to your mail - https:­//w­ww.d­ro­pbo­x.c­om/­s/4­uwk­r58­n23­hef­x3/­Scr­een­sho­t%2­020­16-­08-­02%­201­0.0­6.0­1.p­ng?dl=0

We already mailed several times in order to give you an update about this case. Perhaps it did not end up in your inbox, but was considered as spam.

To conclude I am afraid that your self exclusion from Kaboo means in reality that you are not able to open up an account with our other brands. We have however made sure to refund your deposits and acted as we must.

Regards

Bruno

posted on August 2, 2016.

Sorry, here is the correct dropbox link - https:­//w­ww.d­ro­pbo­x.c­om/­s/n­fig­j24­qsj­8he­mc/­Scr­een­sho­t%2­020­16-­08-­02%­201­2.4­4.4­0.p­ng?dl=0

Pandrop22 United Kingdom
posted on August 4, 2016.

Dear Bruno

I have double checked my emails both in my In Box and Spam folders and unfortunately I have not received any communication from yourselves excepting that on the Ask Gamblers website. I was extremely diligent in checking my emails as I was anxious to receive a response to the 4 emails I sent to Super Lenny.

In any event you are perfectly correct I did hold an account with Kaboo. In fact I incurred losses amounting to £1077.78 when playing on this site on 31 March 2016. As a result I decided to close my account as is my normal practice when incurring what I consider to be unacceptably high losses on a specific site.

I emailed the Kaboo support team on 1 April as follows:-

' I would be obliged if you might arrange that my account with you be closed on a permanent basis with immediate effect.
For the sake of clarity the reason I am perusing this action is because I cannot afford to incur the level of loss I have sustained when using your site'

At no time did I suggest that my reason for closing this particular account was due to a gambling problem or that I wished to avail myself of the self exclude option nor did Kaboo seek any clarification from me in that regard. I would submit that all I did was close the account and advise that I did not want to use Kaboo in the future. I would reiterate that I did not use the Self Exclude option which I understand has additional ramifications such as not being able to use the other brands owned by the operator.

I would therefore respectively request that you pay the winnings of £1150 which I earned when playing on the Super Lenny site.

Regards

Pandrop22

posted on August 4, 2016.

Hi

We are following the guidelines according to UKGC. Your mail to us reflects an issue since it effects your private finances.
This case will not be resolved from our end on Askgamblers. If you feel a further need to complain I suggest that you file an complainment to http:/­/ww­w.g­amb­lin­gco­mmi­ssi­on.g­ov.uk­/Ho­me.a­spx. Askgamblers can´t do much from their end...
Regards

Bruno

AskGamblers
posted on August 8, 2016.

Unfortunately, both sides involved in this dispute did not manage to reach a satisfactory resolution. We recommend a player to forward this issue in front of the licence authority directly. AskGamblers Complaints Team will comply with the decision taken from licence authority. Until then this complaint is closed and considered as Unresolved.