Complaint #11
SuperLenny Casino
Unfairly declined withdrawal and closure of account
10 years ago
I opened an account with superlenny today and desposited £90, all went well and I withdrew £500.36. Later that evening I tried to access my account only to find I couldn't.
I contacted live help who said that my account had being closed because I'd closed my Kaboo account (this was because I'd gone travelling and felt that the payouts on this site weren't what I was after) and that my deposits had being returned and my winnings confiscated. There was no explanation via email about this and I only found out because I'd tried to access my account. The representative on hand said this was final and that was that.
On studying the TandCs the following terms stick out for me...
4.1.6 - The Operators reserve the right to refuse or close Your member account. However all money in your account will be returned and all contractual obligations already made will be honoured.
As my account had being accepted, my deposits accepted and my withdrawal accepted,surely this means we had entreated into contract and the money in the account, £500.36 needed to be returned.
4.5.3 - The Operator reserves the right to close Your member account and to refund to you the account balance subject to applicable deductions...
As with term 4.1.6, this once again suggest that all monies should be returned from the account balance which in this case is £500.36.
6.1.8 states that once you have self excluded yourself from a brand, your accounts on the other brands owned by us will be closed for the self excluded period.
Whilst this suggests that had I have had a Kaboo account and a Superlenny account, closing one would have led to the closure of other, this does not stipulate that I would be unable to open another account if a previous one has been closed.
Furthermore, it does not mention that any winnings will be confiscated if an attempt was to be made to open an account with a sister casino and one account was already closed.
13.1 - if you breach any of these terms and conditions... The operators have the right to... Close your member account... Withhold payment of winnings...
The suggestion may be that I contravened term 6.1,8, however, I do not feel that this term was broken because if does not stipulate that I will be unable to open another account if one in a sister casino was closed.
I had also asked live help to clarify their position which I was simply told their decision was final. I asked for their Alternatie Dispute Resolution entity was but this was not communicated with me.
Finally, the above therefore leads me to suggest that I am still owed £408 once the deposits have successfully been returned and look forward to hearing your response.
I contacted live help who said that my account had being closed because I'd closed my Kaboo account (this was because I'd gone travelling and felt that the payouts on this site weren't what I was after) and that my deposits had being returned and my winnings confiscated. There was no explanation via email about this and I only found out because I'd tried to access my account. The representative on hand said this was final and that was that.
On studying the TandCs the following terms stick out for me...
4.1.6 - The Operators reserve the right to refuse or close Your member account. However all money in your account will be returned and all contractual obligations already made will be honoured.
As my account had being accepted, my deposits accepted and my withdrawal accepted,surely this means we had entreated into contract and the money in the account, £500.36 needed to be returned.
4.5.3 - The Operator reserves the right to close Your member account and to refund to you the account balance subject to applicable deductions...
As with term 4.1.6, this once again suggest that all monies should be returned from the account balance which in this case is £500.36.
6.1.8 states that once you have self excluded yourself from a brand, your accounts on the other brands owned by us will be closed for the self excluded period.
Whilst this suggests that had I have had a Kaboo account and a Superlenny account, closing one would have led to the closure of other, this does not stipulate that I would be unable to open another account if a previous one has been closed.
Furthermore, it does not mention that any winnings will be confiscated if an attempt was to be made to open an account with a sister casino and one account was already closed.
13.1 - if you breach any of these terms and conditions... The operators have the right to... Close your member account... Withhold payment of winnings...
The suggestion may be that I contravened term 6.1,8, however, I do not feel that this term was broken because if does not stipulate that I will be unable to open another account if one in a sister casino was closed.
I had also asked live help to clarify their position which I was simply told their decision was final. I asked for their Alternatie Dispute Resolution entity was but this was not communicated with me.
Finally, the above therefore leads me to suggest that I am still owed £408 once the deposits have successfully been returned and look forward to hearing your response.
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