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SuperLenny - Account closed.

Ruling

Declined - As Alternative Dispute Resolution services are prevented from managing complaints against UKGC licensed operators that involve Self-Exclusion issues, we have to decline this complaint.

Read our SuperLenny Casino Review

Player's Complaint

Account with SuperLenny was set up and around £500 deposited over the period of 3 days. No issues with setting up and account or making a number of deposits over a 3 day period.

Enjoyed a couple of good wins and requested a withdraw.

Went to check and was told account was closed as I had self excluded on a sister site.

The sister site was never self excluded from the account was requested to be closed by me as in my opinion it was awful and I didn't want to leave an unused account open with sensitive information stored. I was advised 5 years was the maximum I could close it for which I thought was fine as my card would have expired by then. AT NO POINT was responsible gambling mentioned by me or the casino.

All of this was confirmed by SupperLennys CS on their online chat.

I was told deposited would be returned which to be fair have been however £2900 has been "confiscated"

The casino offer no evidence of a self exclusion due to responsible gambling but will not concede they are in the wrong and reopen the account. The complaint was listed on another forum but the casino refuse to share what they say is evidence of the reason behind it and the site owners have not got involved.

Worth noting is I received a marketing email from the same company it is claimed I self excluded from a week ago. Clearly set out in their terms is when a self exclusion occurs all marketing stops.

Further evidence of the casino just not wanting to pay winnings out.

Read the casino review

3 Responses

User icon
ThePOGG
March 30, 2016

Hi Jamo1687 - welcome to ThePOGG.com!

Unfortunately there’s not going to be anything we can do to help in this instance. As a UKGC Accredited Alternative Dispute Resolution service we’ve have to work within their framework. IBAS are SuperLenny's appointed ADR service. Further to this, all ADR services have now been told to refer problem gambling complaints to the UKGC directly. That being the case, even if we were the appointed ADR service for these groups we wouldn’t be allowed to engage with this type of complaint.

As such if you want your case reviewed further you’ll need to submit it to the UKGC at this email address [email protected]

Our current understanding is that the UKGC will review complaints in a general sense with regard to whether or not their policies need to be updated, but will not assist players in recovering funds in individual cases. To do that I believe that you will have to take the operator to court. I’m currently trying to get further details from the UKGC to assist players that wish to pursue this option.

I’ll let you know as soon as I have more information.

ThePOGG

User icon
ThePOGG
April 6, 2016

Hi Jamo1687,

Just a quick update. I will be attending a meeting with the UKGC towards the end of this month. During that meeting I will be looking to raise the current state of play for Self-Exclusion related complaints. As such I'd hope to be able to provide more information at that point.

Thanks,

ThePOGG

User icon
ThePOGG
May 2, 2016

Hi Jamo1687,

The information I've received from the UKGC is as followed:

1) Self-exclusion issues will remain reserved to the Gambling Commission. In other words, ADRs like ThePOGG.com cannot assist with this type of issue.

2) While the UKGC cannot directly force an operator to pay a player, where the commission find that an operator has not adhered to best practice it would be normal for the operator to to look to address the issue to be seen to comply with best practice. As such, if you've not already forwarded this issue to the Gambling Commission I would strongly suggest that you do so as your next step.

3) Your alternative to forwarding your issue to the Gambling Commission is to take legal action against the operator. The UKGC is considering publishing information for players on how to go about doing this, though I can give no information for the likely time frame within which this will be achieved.

Sorry we can't be of further assistance.

ThePOGG

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March 30, 2016

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