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SuperLenny Casino - Refusing to payout €5700 and won't say nor justify why

UNRESOLVED
mariellec Sweden
posted on September 10, 2018.

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!

posted on September 10, 2018.

Hi Mariellec,

We are sorry to hear you feel this way.

After contacting the responsible department, we hold evidence that the account is related to several accounts flagged and/or closed due to breaches of our Terms and Conditions.
This relation shows the account shares IP addresses and follows the exact same behavior as them. We will not provide any further information due to security reasons, as we will never tip off on how and why exactly we caught non permitted activity.

After a careful review of all factors, we have acted as per our T&C on regards of Multiple or Duplicate accounts and Bonus Abuse.

Superlenny Ask Gamblers Team

mariellec Sweden
posted on September 10, 2018.

I'm using a mobile wi-fi device, that gives out a random IP address everytime you go online. But many people have that kind of internet access, and yes, sometime you might get an IP address that someone else have used but I don't see the problem... when i created my account at Superlenny I had a IP address that no one else had created an account with otherwise i wouldnt be able to create an account with you I guess? And I don't understand what this "behavior" is that is so suspicious...I just know that I'm a ordinary player who won a lot of money and now can't get them from you, Superlenny. This is so frustrating :( .....

posted on September 11, 2018.

Hello, Mariellec,

Thank you for your message. Unfortunately, there is nothing we could do.

If you feel that you have been treated in an injustice, you can contact our licence provider, Malta Gaming Authority (MGA) here; https:­//w­ww.m­ga.or­g.mt/

Kind regards,

Superlenny Ask Gamblers Team

AskGamblers
posted on September 14, 2018.

Unfortunately, SuperLenny Casino didn't provide the necessary information to AskGamblers Complaints Team so that the complaint could be adequately reviewed and decided. Obviously, we have no other option but to close the complaint as Unresolved and recommend a player to forward their issue directly in front of the relevant regulatory body. As soon as AskGamblers Complaints Team is being notified about the regulator's final decision on the case, we will comply and mark this complaint accordingly.

SuperLenny Casino complaints

  • 8 of 12 resolved
  • 1 day avg response
  • 1 week avg complaint life
  • 1,635 USD avg amount

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