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Superlenny Payment Issues

Discussion in 'Casino Complaints - Non-Bonus Issues' started by Nifty29, Dec 23, 2014.

    Dec 23, 2014
  1. Nifty29

    Nifty29 Dormant account

    Occupation:
    PAID CASINO SHILL
    Location:
    Turn right, then right. then right again
    Hi Gang

    Sorry I haven't been around much lately. Working hard towards London and the MeisterMeet!!

    I've been having an issue with Superlenny the past 5 days, and I am appalled at their total inflexibility and attitude towards a loyal customer.

    (It should be noted that I have contacted Erik the Rep here and am awaiting his response)

    Short Version:

    I've been playing at Superlenny for about 6 months. I like their game selection, and have deposit and withdrawn many times over that period via Neteller. All payouts have been fast (within hours) and hassle free - not even any docs required.

    Fast forward to last week. I made a few deposits via MC in the past few weeks, along with some via Neteller.

    I submitted a withdrawal on Friday, and heard nothing until sunday night when I get a request for bank statements, screenies of neteller, ID, DNA, etc etc. OK, so they haven't needed them before, and they could have asked months ago, but what the hell l sent it all in immediately.

    24 hours later I get the OK from security, and then my cashout reversed and I am informed I must withdraw via BankWire....because the deposit I made that generated the winnings came from MC. WTH?? So I reminded them that I have withdrawn via Neteller many times and all my docs are verified, so why does it matter what particular deposit generated the winnings?

    I was informed that it is due to "Anti-money laundering Laws" that I must withdraw to the same method used to generate the cashout. Well, in that case, Guts and BetAt and every other casino I play at must be breaking the law every day, because it is never an issue anywhere else.

    If I was a new customer and had only used MC, then I'm absolutely fine with that. No problem. However, when it's obvious I'm not a fraudster and I've been a customer for 6 months, I don't expect to be treated like I'm doing something dodgy.

    The reason I mainly use Neteller is that it's fast and I can keep my bankroll in the one place. The reasons I don't use or want bankwire is the exorbitant fees my bank charges and the even more exorbitant USD-AUD conversion fees....plus the same all over again when I redeposit the funds...so it's a double whammy. It also means I'll probably have to wait until NEXT week or even after Jan 1st for the money I withdrew on the 20th Dec. Unacceptable.

    Does anyone think I'm being unreasonable here? I'm open to opposing views, but given all the facts it just boggles the mind why a Neteller withdraw wouldn't be allowed.....?? The way I see it, they are saying "yeah well we pretty much don't care how long you've been with us....you might still be a money launderer"...and, by extension, "oh and we don't want you back".

    Regardless of what the rep can do to resolve this, and I hope he can, the whole process is very player-unfriendly and should only be applied where the bona fides of the player are in question or unverified. The "payment department" just won't budge, which is another thing that bothers me. Superlenny need to do a re-think about this policy if they want to be up with the best, IMO.

    Thoughts?



    P.S. From the website:

    I used my credit/debit card to deposit, can I request a payment by any other mean?


    Yes, you can, but we may request documentation related to your identification and proof of payment.

    Why can’t I choose by which method I want to get paid?


    This is due to Anti-Money laundering laws which we adhere to to secure all financial transactions.Unless specifically authorised by us, all withdrawals must go back to the same method used for depositing.

    I.E. they can but they won't :mad:
     
    5 people like this.
  2. Dec 23, 2014
  3. Nate

    Nate Ueber Meister CAG webmeister

    Occupation:
    Monster
    Location:
    Cyberspace
    I have seen this with many NetEnt Casinos. Once an alternate method is used, they want you to send the winnings to that method.

    I understand that MC does not take refunds so bank wire is the only option.

    In some instances, they will allow the purchases to be sent back to the deposit method (Bank Wire in your case) and the balance to Neteller. Have you investigated this avenue yet?

    Nate
     
    4 people like this.
  4. Dec 23, 2014
  5. Nifty29

    Nifty29 Dormant account

    Occupation:
    PAID CASINO SHILL
    Location:
    Turn right, then right. then right again
    Hi Nate

    Nope.....the whole lot has to go via Bankwire. It's so silly.
     
    2 people like this.
  6. Dec 23, 2014
  7. Nate

    Nate Ueber Meister CAG webmeister

    Occupation:
    Monster
    Location:
    Cyberspace
    FYI - I've alerted the Thrills Rep on Skype - Hope you get this resolved. There is NOTHING that freaks me out more than payment delays and getting the runaround for what should be something simple.

    Nate
     
    4 people like this.
  8. Dec 23, 2014
  9. Tirilej

    Tirilej Still a Lady CAG MM

    Occupation:
    Breathing
    Location:
    Sweden
    It must be so irritating.

    I deposited yesterday from my bank directly in to Guts.
    Won some and was really afraid that I wouldn't be able to cashout to Neteller.

    Now remember this is Guts, and the money already sits in my Neteller.
    They are following the same law!!!
     
    3 people like this.
  10. Dec 23, 2014
  11. rainmaker

    rainmaker I'm not a penguin CAG webmeister

    Occupation:
    -
    Location:
    -
    Yeah what Nate said. This is pretty normal and it has happened to me several times with different casinos including for example Betsafe and Redbet.

    90% of my deposits are via Neteller, but I do occasinally use CC and both Betsafe and Redbet have previously cancelled my Neteller withdrawal and asked me to cash out via bank instead as the last deposit was via CC.

    I can understand your frustration expsecially during Christmas as bank transfers may take a few extra days.
     
    2 people like this.
  12. Dec 23, 2014
  13. incrediblestuff

    incrediblestuff SearchingForTheHolyGrail! CAG webmeister

    Occupation:
    Currently: Self employed, Previously: Manager
    Location:
    Mostly the Netherlands
    Just as an FYI, recently also was asked for verification @ Maria, sister to Unibet, where i had been depositing for a while already, and a lot more often in their sister Casino, where i also cashed out several times: sometimes you are randomly selected to verify, it seems odd when you are already "loyal" but it is going to happen to all players at some point, or so i have been told..note that some point may well be a very long time, and depending on the players activity, could result in a lifetime of play, without ever having to:)

    Anyway, this also happened @ Guts, and the banking thing, happened to me also in Guts and 32red.. However i was quickly notified, and in both instances it was no problem.
    Maybe The guys that handled your payment are a bit newer, and didn't want to bend the rules, out of fear of repercussions from upper management, or something.. just guessing of course, i agree that this could have been handled more swiftly, maybe the Rep can explain, or better, sort things quickly: i do have a very good impression of these two Casino's, so..

    Hope it all works out soon, and i do feel you, it is always irritating, one of my biggest gripes with the whole online gambling actually, i always dread this process, and when initiated, am really glad when it's over.. so much so, that i often let my deposits speak and play there where i am 100% sure i will be paid hassle free, which so far is only a hand full of 'em..
     
    2 people like this.
  14. Dec 23, 2014
  15. thebigs

    thebigs Senior Member

    Occupation:
    part time argos slave lol
    Location:
    roscommon ireland
    I won a few euro on Guts and asked CS if i could withdraw to my skrill account instead of my bank but was told i could not due to it not being my deposited method.
    So i am confused now at what i am hearing from others.
    Anyway as i could not do the Skrill i just ended up losing it all.See no discipline here sometimes....

    Merry x-mas
     
  16. Dec 23, 2014
  17. Nifty29

    Nifty29 Dormant account

    Occupation:
    PAID CASINO SHILL
    Location:
    Turn right, then right. then right again
    Thanks heaps Nate :)

    Thanks Rainman :)

    It really is a stupid rule. As I said, if I had not used any other method, then fair enough. The fact that I am fully verified for BOTH methods and given the green light, it's pointless insisting on anti money laundering precautions when it's totally obvious from my play and 6 months history that there is no money laundering going on. Added to that, it actually says in the FAQ that they CAN override this rule, so blaming it all on "the Law" is total BS IMO.

    You would think that, after the ridiculous 3 day process of asking for docs and pending etc, they might make an exception given there are few banking days between now and the New Year. It's really all about common sense and customer service IMO, and they are failing at both right now.

    Let's hope the rep can bring some sense to the situation.

    Yup.

    It's because GUTS is about the player and what they want and need. :)
     
    3 people like this.
  18. Dec 23, 2014
  19. Tirilej

    Tirilej Still a Lady CAG MM

    Occupation:
    Breathing
    Location:
    Sweden
    Maybe it's different if you deposit using a card. I didn't.
    It can also be the amount. Mine was just $200.
     
    1 person likes this.
  20. Dec 23, 2014
  21. incrediblestuff

    incrediblestuff SearchingForTheHolyGrail! CAG webmeister

    Occupation:
    Currently: Self employed, Previously: Manager
    Location:
    Mostly the Netherlands
    Both possibly a factor, bigger Companies that have dealings worldwide have stricter processes, more thorough and time consuming, especially since there is mostly a queue on both parties, and the amount of the withdrawal can also matter, at least that is what i was told once by someone who should know.. I think the threshold was 2500,-, anything over that and suddenly everything is much stricter:)
     
    1 person likes this.
  22. Dec 23, 2014
  23. Nifty29

    Nifty29 Dormant account

    Occupation:
    PAID CASINO SHILL
    Location:
    Turn right, then right. then right again
    Update.

    Just had contact from Erik and he is going to see what can be done :)

    My intention was not to dump on Superlenny.....as I said they have been great up til now....but rather to make other members aware of this restriction to prevent them from being in the same situation i.e. if I had known this rule would be applied on a per-deposit basis, I would have deposited to Neteller and then deposited to the casino.

    Stay tuned for more from Tom Tucker and his dulcet Baritone voice....


    UPDATE on the update...

    Erik has sorted it in 5 minutes. WOW.

    Top marks to him :)

    I still really hope they adopt a more flexible attitude to regular players and only apply these rules to new players. A balance needs to be struck between fraud prevention and customer service.
     
    13 people like this.
  24. Dec 23, 2014
  25. maphesto

    maphesto Ueber Meister CAG MM webmeister

    Location:
    Sweden
    Hi Nifty! Thanks for the info, the bank I use recently switched from Visa to MC and I was afraid of things like this.

    I have noticed things like this in the past, both at GUTS and 32RED. At GUTS it was my first withdrawal, and that is of course the excuse for them, but at 32RED it was when I was a long time customer.

    GUTS reversed the withdrawal and IIRC there were different limits on the selected methods and I had to win some more to use the method I could/wanted (I can remember wrong here). I lost it (around 20$, wanted to make a withdrawal to have it done after a couple of deposits). :D

    At 32RED I requested one method and they sent it to another without telling me in advance. :D Luckily they sent it to paypal where I later could withdraw it free from fees to my bank account.


    :thumbsup:
     
    1 person likes this.
  26. Dec 23, 2014
  27. Azzurri

    Azzurri Banned User

    Occupation:
    Non of your business
    Location:
    From Foil Land
    I'm struggling to understand why you didn't just wait for Erik's response in the first place before posting publicly?

    You've been around long enough to know the 48hr rule regarding reps, yet you chose to post publicly anyway before waiting for a response.

    Whilst you stated you're intention wasn't to dump on superlenny, it's still exactly what you did by calling their enforcement of a common rule 'appalling', amongst other choice words.

    Sorry to say Nifty, but on this occasion, I'm actually a little shocked by your posts, as it would seem you have turned into a poster you have often despised and publicly shamed yourself, and that is one who doesn't follow forum protocols, and uses the forum as a personal tool to perhaps unfairly pressure a casino to give in to your requests to avoid further unjust public shaming.

    I know many won't agree with my assessment because, well, it's my assessment, but it's pretty obvious to me after carefully reading the thread.

    I'm happy for you that the outcome was to your liking, however I'm sure the same outcome could have been achieved had you waited for Erik's response before posting.

    Whilst you were obviously frustrated and a little angered by the CS response, this issue has been raised before on this forum, and is not an uncommon practice even amongst some of our favorite casinos such as Guts.

    Well done Erik for the quick fix, but on this occasion I don't think you were required to submit to Nifty's public pressure if this is your casinos common practice like many others.
     
  28. Dec 23, 2014
  29. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    If their website says it's not a strict rule, and it turns out it is, that is not fair on players who might prefer not to deposit via an alternative method if they knew the TRUE implications of the rules for processing withdrawals.

    With MasterCard, they can't obey the "law" in any case, so paying by the alternative of bank wire is just as "illegal" as paying by Neteller. If this really was a strict anti money laundering protocol, then even MasterCard would be forced to obey it by accepting merchant refunds where proscribed under these anti money laundering laws.

    It seems this misinterpretation of "the law" is widespread. It is more likely that a casino is operating an internal policy that saves them money, but blaming the ridiculous consequences sometimes faced by customers on this anti money laundering law, rather than them having a policy that puts the customer second.

    If they have followed KYC, and verified the deposit and withdrawal methods already being used by the customer, they can pay back to any of them as they have been before.

    If the Neteller account in this case WAS part of a laundering process, they are too late to start enforcing anti money laundering rules now having happily paid to it for the past 6 months.


    This is one of the most common complaints made against casinos, and when it happens to someone else, it makes you think that they must have been "up to something" for the casino to take such a strict attitude. It's only when it happens to oneself, and you KNOW that you have done nothing wrong, not even slightly, that you feel offended that the casino is treating YOU like this.

    It's happened to me too, where I have had a Neteller request paid out by cheque instead, without notification or permission from me. I have even had the BS "We can't process withdrawals to Neteller", when they have been for the past xx months, and manage to do so again. I have also had withdrawals paid to a VISA card, even when it was a Neteller deposit that generated the withdrawal (funny how that rule about the deposit that produced the win being the key suddenly not being used when it's a different deposit method, as what I got was the complete opposite).

    I have also noticed that once I have become VIP at a casino, they stop being so anal about these rules and I end up getting everything back to Neteller, no matter what other methods I have used to deposit.

    The only way to steer clear of this problem is to only deposit with a method you don't mind the casino insisting on paying back to if they refuse to honour your requested method. If that's not possible, just don't deposit. I suspect that it's the fear that a player will avoid depositing with an alternative method that causes the casinos to give a false impression that it's not going to be a problem getting your winnings to your chosen method if said deposit is the one which generates a win.

    I do not accept that a statement claiming the rule isn't necessarily enforced is a fair representation of their policy when the only way for a player to get the goodwill concession is to go over the heads of the regular support and security staff by "knowing someone" higher up through their membership here who can possibly get the policy overturned as a one-off favour. To me, it seems the rule is always enforced, even for a loyal player who has passed all KYC, and it's a rare exception for such a player to manage to pull strings in order to get the policy waived.
     
    2 people like this.
  30. Dec 24, 2014
  31. Nifty29

    Nifty29 Dormant account

    Occupation:
    PAID CASINO SHILL
    Location:
    Turn right, then right. then right again
    Just for Azzurri:


    2.2 - Do not post a complaint without notifying the appropriate casino representative by PM. The casino representatives are listed here.


    I notified the rep.

    I made no demands or threats.

    I provided a heads up and an opinion based on my experience.

    Erik resolving the issue is awesome and a credit to him. However, the actual issue I.e. the ridiculous policy remains.... and THAT was the topic and purpose of my post.

    I mean, even VWM agreed with me :D.

    Still, it's your opinion and thanks for sharing.
     
    6 people like this.
  32. Dec 24, 2014
  33. Azzurri

    Azzurri Banned User

    Occupation:
    Non of your business
    Location:
    From Foil Land

    Exactly. Just my opinion.

    Thank you for responding like a rational human being and gentleman.

    It seems these days I always have to fight off an anxiety attack between posts as I await the response.

    Thanks for easing that anxiety on this occasion.
     
    3 people like this.
  34. Dec 24, 2014
  35. noikoi

    noikoi Quit Gambling

    Occupation:
    Clerk
    Location:
    Norway/Thailand
    Some casinos have a certain amount you can withdraw without sending documents. But when your total withdraws are above this point they ask for documents. Pretty normal.
     
  36. Dec 26, 2014
  37. spintee

    spintee Meister Member webby mm2

    Occupation:
    gambler :)
    Location:
    Northants
    Ive bumped into the issue once before at guts,

    99% of the time use my debit card, Rarely use netteler unless its a different currency but now come to realise its just as cheap to use my bank for that, I do use it for betat/slotty due to alot of delays with them when using card but had to even start using bank again for them as hit my limit on nettler,

    Anyway, Had an email of guts stating I had to deposit back to nettler an amount to equal to what I have deposited /withdrawn & than free to chose from there, In this instance it was only about £37 difference I had to put back into nettler before any think could go into my bank, My question is what if I had used my bank for that deposit? I guess I would of still had to withdraw some back to nettler. Any way as it was only about £100 I put it all in nettler,

    I guess they do make it abit difficult but its the money laundering which the casinos could get hefty fines for,
     
  38. Dec 26, 2014
  39. LHofsdal

    LHofsdal Ueber Meister MM

    Occupation:
    Retired
    Location:
    NY
    That is exactly the reason I stopped playing anywhere on line but 3dice. Do you remember the Ewallet Xpress debacle...I had just won a PJP over 17 grand at Clubworld. But because I used Ewallet Xpress I could only withdraw through them. I lost almost 10 grand, because when they went down, they took all my winnings with them.

    I can see if you were making your first withdrawal with them, Nifty, but it obviously wasn't the case. I can see them doing a spot check and asking for your ID and stuff, it happens. But to treat a loyal player like that just doesn't make any sense to me.

    Anyway, I am glad to see you have everything straightened out, and glad to see your back!!

    Congrats on your winnings!!

    All the best,
    LH
     

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