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Casino Complaints

My Entropay Deposit Wasn't Credited

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By henster3
11 years ago
Message on forum

There is a despute between Superlenny, myself and Entropay.

I recently made a deposit to Superlenny using my Entropay account. The money has clearly been credited from my Entropay account and Superlenny insists nothing came through. i have sent numerous screen shots Superlenny is not getting back to me. i will include all correspondence and screen shots...my screen shot as requested...

entropay

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Manage CardsPayment MethodsReceived PaymentsSettings

MANAGE CARDS

Statement of card: 'Hennie Groenewald'

Use the pull-down boxes to view the statement of a different month. New transactions may not appear here immediately and therefore the closing balance for the current month is not a guaranteed indication of funds available to spend.

All fees incurred are explained in the Schedule of Fees.

DateDe­scr­ipt­ion­Amo­unt­Fee­Balance

01 Mar 2015Opening Balance €39.98

01 Mar 2015Purchase of ZAR220.00 at [email protected]

Forex Rate ZAR12.6­43­7=E­UR1.00­€-17.40 €22.58

03 Mar 2015Top-up of ZAR142.31 from 'VISA Card-2710' Bank Card

Forex Rate ZAR13.5­53­3=E­UR1.00­€10.50­€-0.50­€32.58

03 Mar 2015Top-up of ZAR439.57 from 'VISA Card-2710' Bank Card

Forex Rate ZAR13.5­12­8=E­UR1.00­€32.53­€-1.53­€63.58

04 Mar 2015Purchase of ZAR280.00 at WWG Online

Forex Rate ZAR12.8­02­9=E­UR1.00­€-21.87 €41.71

06 Mar 2015Purchase at OddsMatrix Ltd€-30.49 €11.22

07 Mar 2015Purchase of ZAR130.00 at TEAM MARKETING

Forex Rate ZAR12.7­07­7=E­UR1.00­€-10.23 €0.99

07 Mar 2015Top-up of ZAR705.24 from 'VISA Card-2710' Bank Card

Forex Rate ZAR13.4­38­3=E­UR1.00­€52.48­€-2.48­€50.99

09 Mar 2015Purchase of GBP10.00 at BGO.COM

Forex Rate GBP0.7­052­=EU­R1.0­0€­-14.18 €36.81

11 Mar 2015Purchase of ZAR250.00 at TEAM MARKETING

Forex Rate ZAR12.7­48­6=E­UR1.00­€-19.61 €17.20

12 Mar 2015Purchase of ZAR200.00 at TEAM MARKETING

Forex Rate ZAR12.8­12­3=E­UR1.00­€-15.61 €1.59

12 Mar 2015Top-up of ZAR252.47 from 'VISA Card-2710' Bank Card

Forex Rate ZAR13.3­65­3=E­UR1.00­€18.89­€-0.89­€19.59

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Ixaris Systems Ltd is authorised and regulated by the Financial Conduct Authority under the Payment Service Regulations 2009 for the provision of payment services. Registration number 540990. Registered address Ixaris Systems Ltd, 52 Grosvenor Gardens, London, SW1W 0AU, United Kingdom.

Ixaris Visa cards are issued by Bank of Valletta, Transact Payments Limited and IDT financial services, pursuant to a licence From Visa Europe.

Ixaris MasterCard cards are issued by Bank of Valletta, Transact Payments Limited and IDT Financial Services Ltd., pursuant to licence by MasterCard International Incorporated. MasterCard is a registered trademark of MasterCard International Incorporated.

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Disputed Casino SuperLenny Casino
Reason Amount not credited
Amount €30.49

Discussion

User name
@henster3,
It's is not recommended to publicly displayed your personal details, we masked them.
User name
Hi Henster

As mentioned we have not tracked down any transaction from your end. Also it would be a good idea not to reval your credit card details on a public forum like this.

Regards

Bruno
User name loyalty-level-2
ps check for 2 or 3 deposits of more or less 10eu
User name loyalty-level-2
i understand that you dont use entropay as such, but i make use of a entropay 'visa' card

here is my creditcard details, please just check again

H****** G**************
4*****­***­***­***­***­******

SuperLenny Casino Complaint Stats

Resolved 8 / 12
Avg. Amount $1,635
Avg. Complaint Duration 9 days
Avg. Response Time 2 days

Screenshot

SuperLenny Casino Complaints

See all complaints for this casino
Refusing to payout €5700 and won't say nor justify why
Hi, I don't know where to turn... but after a few searches i found askgamblers and hope that you could help me with this problem. I joined Superlenny 3 weeks ago, because i thought they were a big reliable casino that don't hussle people, but how wrong was I... I made a deposit with the welcome offer they have and i won quite a lot of money. I wagered my bonus and followed all the terms and conditions they have for playing with a bonus, and i request a withdraw. They contacted me and said i must verify my account, of course , and i sent in all the documents that they requested. Then i waited for about 2 weeks when i got a new email from them saying my account is going to be shut down and my withdrawal will not be paid out. ?!? I didn't get an explanation or anything, i didn't know what to think...it's very much money for me, that I've counted with. I replied and asked them what's going on, what have I done wrong. They wrote back that my account had similarities with other accounts that they earlier had banned. What exactly have i done wrong I asked them, they aswered back: We wont tell you that, our decision is final. I just don't get it!? - Okey if I've done something wrong, broke any rules or so, but say what I've done wrong in that case? How is a big casino allowed to operate like this. I think they just don't want to payout big winnings to players... please help me!
Status unsolved Unresolved
€5,700
Delayed withdrawal due to ''incorrect bank details''
I have been trying to make a withdrawal since 25th November via bank transfer (it is the only method available to me from the website) Every time they say incorrect bank details. They have a screen shot of my bank details on file even. I have tried a multitude of ways of entering my bank details. The most recent attempt I entered them exactly as instructed by their payments analysts. I followed up a few days later and was told everything was fine. I followed up again another few days later only to be told that I had incorrect bank details. I just want my $480 withdrawal.
Status rejected Rejected
$480
Account blocked because of mysterious ''security reasons'' they refused to clarify
Good afternoon AskGamblers, For 2 weeks now my account at Superlenny is closed due security reasons. I have opened my account at SL almost 1 year ago without any problems. It is a nice online casino and fast payouts. My last win was totally EUR 3.500,- which I wanted to withdrawal but also this is without succes. Without any notification SL has made my account inactive without giving any reason except security reasons. If I have to make a guess why my account is closed as I really have no single clue. Maybe because I had some nice wins by collecting bonusses to earn bux but I not think this could be a reason as SL promote this. Maybe other SL players have similar problems like me I don't know .I have contacted SL many times by "live help" but up to now nobody told me the exact reason why my account is inactive. I do have communication reports between me and SL so if you need these I can send. I hope you can help me in this matter and solve this. Thank you, Peter de Koning
Status solved Resolved
€3,500
Won't refund my deposits after closing my account
I deposited 200£ less than 24 hours ago and I ended up withdrawing 200£ because I wasn't really winning much and was happy just to get my money back but now I have been self excluded from Super Lenny because I self excluded from Thrills - a sister site. I don't feel this is fair as it let me deposit so much money and let me have access to the account. When I self excluded from Thrills the email said I would be self excluded from sister sites as well - I didn't know super lenny was a sister site!! And i shouldnt of been able to have access to this account if this wad the case. Now I can't access my account and I have been told I will not get my deposits refunded!! Please help me.
Status solved Resolved
£200
Wrong amount deposited, account closed, refund refused
8 months ago I opened an account with superlenny. Tonight I deposited, selected the £20 quick deposit and for some reason it deposited £100. Opened live chat and asked of they could refund the deposit and cancel any associated bonuses. They closed my account, I asked why and they said because I had self excluded from kaboo which is a sister site. Asked why kaboo where still sending me emails and texts about bonuses and they wouldn't answer, asked why they had not closed my account in the last 8 months they wouldn't answer. Asked for a phone number they wouldn't give me one. Asked why they accepted my deposit they wouldn't answer. Asked for a copy of their disputes procedure they wouldn't share. Asked for a refund they wouldn't answer. Given that after I deposited I didn't play a single penny I'd quite like my deposit refunded thanks
Status unsolved Unresolved
£100
Unable to login, worried about my withdrawal and balance
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
Status unsolved Unresolved
£1,550
Account closed by casino and withdraw refused with absurd reasons
I set up an account with Super Lenny after finding that they host many of the games I enjoy to play. Over the course of 3 days I deposited £547 into the account and was playing the casino quite nicely. All my deposits were granted by the casino as I played over the 3 days. On the 3rd day I logged in and enjoyed a good return on my deposit winning £3587 in total. I withdrew the money to my card and it was shown as pending. When I went to log in that evening I was met with an error message that the account wasn't working. A couple of attempts later and I was in! My withdraws had been cancelled and the amount was shown on available funds. Thinking this was strange I contacted customer service. The response I got nearly made me fall off my chair. My account had been closed as I had previously closed an account I held with Thrills. Thrills is apparently a sister company to Super Lenny and due to me closing my account I could not have a super Lenny account. Despite the fact I closed the thrills account because I thought it was pretty rubbish. I was told my deposits were refunded but the difference some £3000 was being kept by Super Lenny. I raised the point that I had not closed the thrills account due to responsible gaming reasons and as such I should be entitled to an account with Suoer Lenny or at a bare minimum my winnings that were in good faith achieved after considerable deposits over a 3 day period. It strikes me that the casino look for reasons not to pay out and this is by far the worst experience I have ever had after 10 years of gaming online.
Status unsolved Unresolved
£3,587
Slow Verification
hello I need much help casino superlenny doing strange problems I fight with casino four days for verification of account still something they do not like the last message is posted that I have to sign a card and send pictures again I've already sent a lot of pictures birth certificate of housing agreement with pay slip pictures of card with two sides and many others it already is very annoying Please support and help in my name blocked on my casino account a withdrawal in the course of 75 pounds
Status solved Resolved
£75
Unfairly declined withdrawal and closure of account
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.
Status solved Resolved
£408
2 x deposits & no credit
I have made 2 x deposits to this casino using Poli. Each time I got a confirmation the payment was acknowledged but a week later I still have a zero balance. Spoke to live support who said they would follow up but still no balance and no welcome bonus.
Status solved Resolved
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