Nifty29
Dormant account
- Joined
- Jun 20, 2001
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 I like their game selection, and have deposit and withdrawn many times over that period via Neteller.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 So I reminded them that I have withdrawn via Neteller many times and all my docs are verified, so why does it matter what particular deposit generated the winnings?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
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