Super Lenny - let me play while self excluded
Resolved - This was a complicated issue, but the bottom line here is that due to a combination of technical and human error a player that should have been able to engage with Super Lenny's problem gambling protection protocol slipped through the net and was allowed to gamble more than they should have been.
Having discussed this issue at length with Super Lenny they are currently in the process of upgrading their technical systems to ensure this issue does not arise again and have undertook retraining of the staff members involved. They have also refunded all deposits that were either a) over the amount that the player try to restrict to or b) made after the point where the player informed them they had a gambling problem.
While it's never a good thing to have these problems arise in the first place, Super Lenny were willing to take on board feedback and have responded to this issue in a professional manner that's to be applauded.
I want file a complaint against the unfair Super Lenny casino and I really need your help.
The problem started when I have contacted them via email to set an 80£ deposit limit but it did not work. So I contacted them and they asked for documents to verify my account to send the over the limit deposits. When I sent the documents I asked them to self exclude me and I've just read that Super Lenny was a sister casino with Thrills casino. So I sent another email telling them that I was self excluded from Thrills casino and that I wanted my account closed.
After sending me the over deposits back, they reopened my account again and let me deposit and play again. Did I have to beg them to not let me play.!!!
After that I sent them emails asking why they did not close my account when I asked and mentioned that I had gambling problems and that I'm self excluded from their sister casino but they never answered this question. But they did answer the question of why didn't the system of Super Lenny casino pick up my self exclusion from Thrills and stopped my registration as my details are the same from email to card details.
They answered saying that they could not refuse my registration and depositing at their casino because there are various reasons where i can close my account.
Yes if it was a normal account closure your answer would be right but I self excluded myself for your systems to stop me from playing which means only that I cannot stop myself and I rely on self exclusion to help me, that is why you have self exclusions and you know the difference between that and normal account closure and you have the self exclusion option that could be done on site as well as through emails. Why would I self exclude myself via email when I can do it quicker onsite. And all casino understand what is a self exclusion for. Proper casinos will never let a self excluded member reopen account except if the person uses different details and emails.
When they didn't want to sort out the problem with me I asked them who is their regulators many times but they did not want to tell me. Then someone answered that IBAS is their regulator but they did not tell me the real regulator.
I answered them that IBAS is an adjudicator and that they are misleading me as they have been doing from the start.
I have all the emails reinforcing what I said so I will be happy to send you any copies.
I request full refund from this casino who does not honour any of the regulators rules and come up with their own rules.
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