New Netent superlenny.com ?

[Tirilej]

Thanks for the clarification. Think this will be my last deposit with them then that's far too restrictive.

You should send a pm to Erik and ask him. I think it sounds strange to have it that low. Don't give up on them yet

 

[hausse222]

Hi

Thank your for spotting it, we will have the content team take a look at it right away

Regards
Erik

Got a 100 % reload offer, but will not use it because

-> this wr-term for the welcome bonus (60 X bonus and deposit) is still shown
-> nowhere you can see the wr for the reload bonus (it is the same as the first dep. bonus ?)

 

[spintee]

Just been talking to live help, It is 35x Bonus

Got a 100 % reload offer, but will not use it because

-> this wr-term for the welcome bonus (60 X bonus and deposit) is still shown
-> nowhere you can see the wr for the reload bonus (it is the same as the first dep. bonus ?)

 

[Erik]

Got a 100 % reload offer, but will not use it because

-> this wr-term for the welcome bonus (60 X bonus and deposit) is still shown
-> nowhere you can see the wr for the reload bonus (it is the same as the first dep. bonus ?)

Hi

Can you PM me where you saw the offer, and I will look at the content directly.

For reload bonuses we have 35x wagering on the bonus amount, it is only the welcome offer that is 60x.

Ofcourse we can run special promos from time to time with different req. but the one above is our default

Regards
Erik

 

[spintee]

Hi Erik,

On be-halve of hausse222, The bonus was from an email, I also looked all over the site and see no where about the 35x bonus, Only mentions 60x, Only after live help stated that it was 35x other wise I would of always thought it was x60 which is en ought to put any person of, Maybe it should mention 35x wager than you most likely get a lot more takers

 

[Erik]

Hi Erik,

On be-halve of hausse222, The bonus was from an email, I also looked all over the site and see no where about the 35x bonus, Only mentions 60x, Only after live help stated that it was 35x other wise I would of always thought it was x60 which is en ought to put any person of, Maybe it should mention 35x wager than you most likely get a lot more takers

View attachment 50377

Ok, great.

Thanks for sending it. I have talked to the content team and they will find a way to update it so the terms are much clearer.

Regards
Erik

 

[hausse222]

I must say that superlenny has improved in this matter. Today i got a mail with a reload bonus. First i thought: "WTF this time even the % are not shown in the mail" but the mail contains a link that leads
to a page that gives all relevant information including WR

 

[spintee]

Yes great stuff, Also received the email with the links, Well done lenny
It does show % but its hidden away in top left

I must say that superlenny has improved in this matter. Today i got a mail with a reload bonus. First i thought: "WTF this time even the % are not shown in the mail" but the mail contains a link that leads
to a page that gives all relevant information including WR

 

[citizenx]

Not happy with these guys.



Signed up today after checking here that the initial deposit did not require a wager if you don't go into the bonus and forfeit the bonus before using it.

So I was playing and won a little. Decided to cashout, hadn't touched the bonus.

Warning came up when forfeiting the bonus referring to T&C's - didn't say anywhere that I could see that i'd lose my winnings from real cash play.

Well, lo and behold, after this all that remained was my initial deposit.

For starters, I've never encountered this policy before and don't care for it.

Secondly, I would have continued to play back down to my initial deposit amount if i'd known my winnings were just gonna disappear.

Cashed out my deposit, unlikely to be going back.

 

[Tirilej]

Not happy with these guys.



Signed up today after checking here that the initial deposit did not require a wager if you don't go into the bonus and forfeit the bonus before using it.

So I was playing and won a little. Decided to cashout, hadn't touched the bonus.

Warning came up when forfeiting the bonus referring to T&C's - didn't say anywhere that I could see that i'd lose my winnings from real cash play.

Well, lo and behold, after this all that remained was my initial deposit.

For starters, I've never encountered this policy before and don't care for it.

Secondly, I would have continued to play back down to my initial deposit amount if i'd known my winnings were just gonna disappear.

Cashed out my deposit, unlikely to be going back.

If you had read the whole thread you would have known. I wish this thread could start all over because others than you have been mislead of what is said on the first page. Further in this thread the rep is telling how the bonuses works and that you have to wager it all.

Send the rep a pm and see if he can help. I suggest you not to go through cs with this.
Good luck!

Edit: See now that you cashed out your deposit. Then maybe there's nothing he can do.

 

[citizenx]

If you had read the whole thread you would have known. I wish this thread could start all over because others than you have been mislead of what is said on the first page. Further in this thread the rep is telling how the bonuses works and that you have to wager it all.

Send the rep a pm and see if he can help. I suggest you not to go through cs with this.
Good luck!

Edit: See now that you cashed out your deposit. Then maybe there's nothing he can do.

Thanks, I did read a good bit of it but didn't see anything which caused alarm - admittedly, only read the first few pages.

I've requested the cashout but haven't received it. If the rep sees this and wants to discuss am happy to do so, if they can do something to put things right i'll give them another go.

As it stands, I just expect my money back and i'll play elsewhere.

I'd strongly recommend though that they sort this bonus situation out, its frankly appalling in my view.

 

[Tirilej]

Thanks, I did read a good bit of it but didn't see anything which caused alarm - admittedly, only read the first few pages.

I've requested the cashout but haven't received it. If the rep sees this and wants to discuss am happy to do so, if they can do something to put things right i'll give them another go.

As it stands, I just expect my money back and i'll play elsewhere.

I'd strongly recommend though that they sort this bonus situation out, its frankly appalling in my view.

They don't pay out on Sundays so there will be no money until tomorrow anyway.

Send him a pm instead. You can't expect him to see it if he don't know it has happened.

I have never doubted that you have to wager the bonus. I thought it was clearly explained at their site. Isn't it?

 

[citizenx]

They don't pay out on Sundays so there will be no money until tomorrow anyway.

Send him a pm instead. You can't expect him to see it if he don't know it has happened.

I have never doubted that you have to wager the bonus. I thought it was clearly explained at their site. Isn't it?

I didn't think it was very clear, if i'm honest.

Welcome bonus (Casino)

1. When you make a deposit of €20 or more and claim the Welcome bonus you will be entitled to 50 Free Spins on Starburst that are credited the following day after your deposit, latest at 13.00 CET.
2. You need to wager your welcome deposit bonuses 60 times the bonus amount before you can withdraw the bonus or any winnings gained from bets placed with your bonus balance.
3. The bonuses and any winnings generated from bets placed with the bonus balance will get forfeited 30 days after the bonus has been credited if the wagering requirements have not been met.
4. If you choose to forfeit your welcome bonus you won’t be entitled for your Starburst Free Spins.

OK, so this bit seems to be fairly standard and isn't a cause for major concern. I take point two to say - "Your bonus must be wagered 60x before withdrawal is possible on it or winnings derived from it".

There are another three points under a separate heading then a third section which says:

Terms and Conditions for All bonuses

1. When accepting a deposit bonus your deposited money + bonus money is put into a “bonus balance”.
2. The minimum deposit for any bonus is €/£/$20/200SEK/200NOK.
3. The bonus balance is locked until the wagering requirements have been met or your bonus balance is lost.
4. Your bonus balance will be converted to real money as soon as the wagering requirement is met. Risk-free bets on any games (i.e. betting in proportions on different outcomes in the same hand to create "action" without risk) do not qualify for this withdrawal wagering requirement. Examples of risk-free bets include betting on red and black simultaneously in Roulette, and betting player and banker simultaneously in Baccarat. Any players found to be colluding, for example, one person betting Player, the other betting on Banker will have their accounts closed indefinitely, and all money permanently frozen.
5. All bets placed when you have an active bonus will be deducted from your bonus balance. Your deposited money is deducted first and then your bonus money.
6. Any winnings generated from bets placed with your bonus balance will be added to your bonus money.
7. If you forfeit your bonus, the bonus balance is forfeited and any remaining deposited money within the bonus balance will be credited to your account.

This does make the point clearer, however, at a first glance on a Sunday morning it doesn't jump out - I didn't pick up on what they were saying until I double checked it after losing my winnings.

Had I read this clearly up front I'd never have bothered.

I've played quite a few online casinos and never seen this before - so I wasn't expecting it.

The usual expectation is:

If you take a bonus then your play is first taken from your "real cash" amount. If you win from that you can forfeit your bonus and withdraw what is left. In my case that was my original deposit plus £20 (£70).

Locking real funds into a bonus/wagering requirement is shocking in my view.


I could PM the rep but i'm doubtful there is anything they could do to put things right, based on the T&C's above.

 

[Tirilej]

Nr 1 there says it all

It's funny when you said that it's shocking to see that kind of rule.For me it's the opposite.
I have almost never played anywhere where I can cash out before I played through the bonus.

Otherwise I have to say that I like both Thrills and SuperLenny. They are good casinos with more offers than any other NetEnt I play at.

 

[citizenx]

Nr 1 there says it all

It's funny when you said that it's shocking to see that kind of rule.For me it's the opposite.
I have almost never played anywhere where I can cash out before I played through the bonus.

Otherwise I have to say that I like both Thrills and SuperLenny. They are good casinos with more offers than any other NetEnt I play at.

It might be number one under that heading but its quite a way down the list on this page before you get to it:

You do not have permission to view link Log in or register now.

As for the casino, I'm sure its great, however you can't even contact the casino manager to make a complaint. I asked on Live Chat only to be told "that isn't possible".

In live chat there is an option to have the transcript emailed to you. I haven't received it.

Further, in spite of the comments in this thread from the rep, you are correct that payouts aren't done on a weekend. Perish the thought that people might be more likely to play, and therefore expect a payout on a weekend!

I asked if i would be required to send documentation for my withdrawal as it won't be processed until tomorrow. When i'm not available to respond, which will only delay it further. They couldn't tell me.

Frankly, I'm disgusted with this casino.

Pisspoor, I'll stick with what I'm used to in future. Only reason i was looking is i've reached my deposit limit on Videoslots.

 

[coxwel]

It might be number one under that heading but its quite a way down the list on this page before you get to it:

You do not have permission to view link Log in or register now.

As for the casino, I'm sure its great, however you can't even contact the casino manager to make a complaint. I asked on Live Chat only to be told "that isn't possible".

In live chat there is an option to have the transcript emailed to you. I haven't received it.

Further, in spite of the comments in this thread from the rep, you are correct that payouts aren't done on a weekend. Perish the thought that people might be more likely to play, and therefore expect a payout on a weekend!

I asked if i would be required to send documentation for my withdrawal as it won't be processed until tomorrow. When i'm not available to respond, which will only delay it further. They couldn't tell me.

Frankly, I'm disgusted with this casino.

Pisspoor, I'll stick with what I'm used to in future. Only reason i was looking is i've reached my deposit limit on Videoslots.

I see you had a troubled experience, but you shouldn´t be "disgusted" at the casino therefor. Dont get me wrong, in my opinion the rules are crystal clear and easy to udnerstand. You caused the situation youre now into, take it as remark to check the rules better nexti time, make sure you do understand them before depositing/forfeiting balances.

Superlenny is highly reputable in my opinion, they pay-out very fast (maybe not on the weekend^^) , they do offer regular attractive deposit bonuses with fair wagering (35times the bonus) and many freespins without!any wr. Customer service was always prompt, professional and firiendly for me.

I understand youre frustated as you lost potential winnings, but you shouldnt judge the casino here too hard

 

[Tirilej]

It might be number one under that heading but its quite a way down the list on this page before you get to it:

You do not have permission to view link Log in or register now.

As for the casino, I'm sure its great, however you can't even contact the casino manager to make a complaint. I asked on Live Chat only to be told "that isn't possible".

In live chat there is an option to have the transcript emailed to you. I haven't received it.

Further, in spite of the comments in this thread from the rep, you are correct that payouts aren't done on a weekend. Perish the thought that people might be more likely to play, and therefore expect a payout on a weekend!

I asked if i would be required to send documentation for my withdrawal as it won't be processed until tomorrow. When i'm not available to respond, which will only delay it further. They couldn't tell me.

Frankly, I'm disgusted with this casino.

Pisspoor, I'll stick with what I'm used to in future. Only reason i was looking is i've reached my deposit limit on Videoslots.

I don't like their support much, so I do understand if they upset you. Erik is great though, their rep here.

No documents until you reach the sum of €2300.

They do payouts sometimes on weekends depending on staff. I've been paid a Saturday.

 

[citizenx]

I see you had a troubled experience, but you shouldn´t be "disgusted" at the casino therefor. Dont get me wrong, in my opinion the rules are crystal clear and easy to udnerstand. You caused the situation youre now into, take it as remark to check the rules better nexti time, make sure you do understand them before depositing/forfeiting balances.

Superlenny is highly reputable in my opinion, they pay-out very fast (maybe not on the weekend^^) , they do offer regular attractive deposit bonuses with fair wagering (35times the bonus) and many freespins without!any wr. Customer service was always prompt, professional and firiendly for me.

I understand youre frustated as you lost potential winnings, but you shouldnt judge the casino here too hard

Being constructive, I would say that the point about deposits becoming bonus funds should be front and centre - it is absolutely the most critical piece of information in the terms but i feel it is somewhat buried.

I accept i should have spotted it but as i've never heard of such a thing before I had no reason to suspect it meant what it said.

As far as I'm concerned that term should be in bold, large letters at the top of the T&C's list. Having skimmed the thread, it seems others have been caught out by this.


Secondly, I would suggest that not having payment processing staff available on a weekend is insane. In a competitive market such as this then to not do so is a very big negative in my view. The REP has said staff are available on weekend but the comments in this thread and from their own support suggest otherwise.

It doesn't seem to me that a definitive answer has been supplied here but my feeling is, as this is a consistent and generally accepted point in here that they don't.

Third, being asked directly how you can contact the casino manager then being told "you can't" is nothing short of unacceptable to me. The worst form of customer services.

Clearly, we should all judge on our experiences and mine is only one whereas yours sound like many more "interactions" so I accept the site may have more to offer than i've seen. However, it is only right and proper that we hear the experiences of all users, good and bad, so that we can decide whether we'd be inclined to put our money there or not.

 

[citizenx]

I don't like their support much, so I do understand if they upset you. Erik is great though, their rep here.

No documents until you reach the sum of €2300.

They do payouts sometimes on weekends depending on staff. I've been paid a Saturday.

Thanks for the info.

I will PM Erik and ask him to look at it. I'd like to see they can do something to clarify a few points and give me a more positive view of the site, only fair to give them a chance.

I'll see what he has to say.

 

[coxwel]

Being constructive, I would say that the point about deposits becoming bonus funds should be front and centre - it is absolutely the most critical piece of information in the terms but i feel it is somewhat buried.

I accept i should have spotted it but as i've never heard of such a thing before I had no reason to suspect it meant what it said.

As far as I'm concerned that term should be in bold, large letters at the top of the T&C's list. Having skimmed the thread, it seems others have been caught out by this.


Secondly, I would suggest that not having payment processing staff available on a weekend is insane. In a competitive market such as this then to not do so is a very big negative in my view. The REP has said staff are available on weekend but the comments in this thread and from their own support suggest otherwise.

It doesn't seem to me that a definitive answer has been supplied here but my feeling is, as this is a consistent and generally accepted point in here that they don't.

Third, being asked directly how you can contact the casino manager then being told "you can't" is nothing short of unacceptable to me. The worst form of customer services.

Clearly, we should all judge on our experiences and mine is only one whereas yours sound like many more "interactions" so I accept the site may have more to offer than i've seen. However, it is only right and proper that we hear the experiences of all users, good and bad, so that we can decide whether we'd be inclined to put our money there or not.

Sure, its important to reflect all kinds of feedback. Its true that given this thread or others, every individual makes his own experience with a certain operator, but you have to filter the personal/emotional aspects of it to get a clear and objective impression of how good or bad any operator might be.

In your case i totally understand youre disappointed, but like Trillrey said, that bonuses have to be wagered in full is also the statusquo for me, only exceptions are betat, leovegas, some mg casinos.. Therefor this is just standard for me ans iam surprised when i read that others have another standard in their heads and thats what can cause troubles when joining a new site.

To your points, i also think that its not looking really good if you ask for the managers contact and support tells you it would not be possible, unacceptable i think. There has to be some contact to higher levels, livesupport is in most casinos not able to make decisions or adjustments.

Good that youre member in this forum, iam sure Erik will sort out all your issues and take care of it.

To the weekend payouts, i had like 2 or 3 wds from superlenny, first was months ago, but i think they also paid me once on a weekend. The longest waiting time for me was like 12 hours, so it was still acceptable.

Lets see what Erik has to say in regards to weekend payouts.

 

[aceking123]

hi for what its worth as a long time player at thrills these guys are a very nice casino , erik is pretty good , never ever had any payment problems with the casino at all , only problem i have & is still ongoing is the dreaded achievements on micro gaming this still realy hasnt been sorted.

 

[citizenx]

Sure, its important to reflect all kinds of feedback. Its true that given this thread or others, every individual makes his own experience with a certain operator, but you have to filter the personal/emotional aspects of it to get a clear and objective impression of how good or bad any operator might be.

In your case i totally understand youre disappointed, but like Trillrey said, that bonuses have to be wagered in full is also the statusquo for me, only exceptions are betat, leovegas, some mg casinos.. Therefor this is just standard for me ans iam surprised when i read that others have another standard in their heads and thats what can cause troubles when joining a new site.

Don't get me wrong, I agree entirely about bonuses, however the "standard" i'm used to is that the bonus is separate from the actual deposit and that until you start using the bonus, it is irrelevant, you're playing "for real".

To your points, i also think that its not looking really good if you ask for the managers contact and support tells you it would not be possible, unacceptable i think. There has to be some contact to higher levels, livesupport is in most casinos not able to make decisions or adjustments.

Indeed. I was actually shocked by that. Just a shame the transcipt didn't come to me because I think it would be reasonable to share it.

Good that youre member in this forum, iam sure Erik will sort out all your issues and take care of it.

Having seen his previous comments and the faith others have in him, i'm sure he will.

To the weekend payouts, i had like 2 or 3 wds from superlenny, first was months ago, but i think they also paid me once on a weekend. The longest waiting time for me was like 12 hours, so it was still acceptable.

Lets see what Erik has to say in regards to weekend payouts.

Yep, lets!

 

[coxwel]

Indeed. I was actually shocked by that. Just a shame the transcipt didn't come to me because I think it would be reasonable to share it.

Don´t worry, the casinos always have all communication (including chat transcripts) saved on file. Erik should be able to review your chat session, i assume that support´s answer was out of not knowing better, maybe the chat operator should be retrained concerning this regard as it really leaves no good impression for the customer. But it´s hard to find a really!! skilled support these days, best imho is 32red, their support guys seem to be highly skilled, they always know what you´re talking off and best part they seem to have some higher power to resolve things on their own (like adjusting balances, issue payments..)

 

[jackpotgenius]

on a more positive note, love the SuperLenny ad...reminds me of a Steel Panther rendition!

 

[coxwel]

Just yesterday night, superlenny proved itself to me once again, in regards of good and hassle free service.

I deposited 10€ taking the 50% weekend reload to play some playboy slots. It tourned out to be a good choice, about an hour later i was able to withdraw 250€. Money was in my account this morning i woke up. Happy days