RESOLVED: Issue with SUPERLENNY

Issue with    SUPERLENNY  

Basically the game summer holiday crashed in the free spin bonus round.

Which ultimately left me unable to collect winnings from 15 x $1 spins with a 3x multiplier on all winnings.

The support at superlennys aside from being unclear ambiguos and clearly some dishonesty.

Someone decided that returning me to a balance of $20 which was apparently what it was before the bonus feature started was acceptable. and as a little shock value they even put a wagering requirement on that. I nearly weed my pants.

Well hell no ! I was in a bonus feature that had started but it hadnt finished so i had moved away from that previous balance of $20 and I was awaiting the outcome of my free spins.

Black and white really.

Theres some ridiculous things that were said and I have the transcript of the whole episode.

The support process behind the default pleasanturies was dismissive and a little crazy to be honest. I felt like i was talking to drunk people.

ill post some of the lengthy chat.

support email-----

Hello Jeremy,

Thank you for your patience,

In regards to your game being stuck yesterday, we have compensated you with the winnings you had in the game until it froze which was $20, you will need to turn over at least 1 time before it can be withdrawn. It is possible you may be able to complete your game round at a later point.

(so you return peoples money with wagering restrictions) ???

Jeremy  (12:03:06): i just wanted to clarify the email you just sent me
Will (12:03:21): Okay no problem,
Jeremy  (12:03:29): you credited $20 as a bonus while i wait for the issue to be resolved ?
Will (12:05:38): We credited you $20 bonus but it has a 1 time turn over, we gave you the $20 as a compensation for your stuck round which is the equivalent to your winnings
Jeremy (12:06:40): $20 is not compensation for the free spins
Jeremy  (12:07:02): The free spins can be worth a lot more than that
Jeremy  (12:07:33): they can pay hundreds
Jeremy  (12:08:28): perhaps im misunderstanding
Will (12:09:02): I'm really sorry Jeremy, we added you $20 as the amount of spins that had used and the amount you won was at $8
Will (12:09:42): Plus the bonus round is still available to you if you can get it to work.  
Will (12:09:56): We didn't cancel the remaining free spins
Jeremy  (12:10:31): ok so thats what im trying to understand.
Jeremy  (12:10:47): so i will be able to play my free spins out still ?
Jeremy  (12:11:41): what do you mean i can play the bonus round if i can get it to work ? thats not my fault that it happened and its not my responsibility to fix it
Will (12:13:06): You can still use the free spins, what I mean is they might become unstuck at any moment.
Jeremy  (12:13:51): what happens if they dont become unstuck ?
Will (12:15:25): If they have not come available to you in 24 hours please can you come back to chat and then we can see what we can do from there.
Jeremy  (12:15:34): im sorry Will I dont intend to be rude but is english not your native language ?
Will (12:15:58): Actually I'm from the UK
Jeremy  (12:16:39): ok i just asked because I was getting confused with what you were saying

so i came back and

talked to rita

Rita (15:47:04): The compensation of 20$ was for the winnings for that specific game round. The query is closed from our end.

**some blah blah removed here**

Jeremy  (15:57:30): well last i spoke to them they told me to come back again today which is why im here and its like everyone forgot and decided to close the issue

Jeremy  (15:58:23): maybe a communication breakdown somewhere

Rita (15:58:32): Yes I can, however there was not any agreement of that.

\Jeremy  (15:58:45): agreement of what ?

Rita (15:59:25): That we should get back to you with further information. The query was closed from our end.
Jeremy  (16:00:11): no not the conversation I had.

Basically Hopeless. 

 I dont feel fairly compensated so Id like to push my case a little harder if i may.

It is pretty much confusing, to be honest. Please provide me with your casino username and we're gong to contact them and ask for an explanation. 

My username is Badoost

I was just about to try my case again buty Ill wait until they reply to you.

Thanks

You are welcome. We already notified the casino rep. We are expecting him to address us here. 

Was a time frame mentioned 

Unfortunately, we haven't heard from them yet. We've contacted them twice so far. Hope they'll answer today. We'll keep you posted. 

Do you think I should contact them again or wait ? I was under the impression that they might consider it important to resolve this promptly but it dpesnt appear that way at all.

You can try to contact them again. We also tried several times and still nothing yet. We'll keep on trying. 

ok so i contacted them again and basically they are not interested in talking about it.

The support agent said that everything was explained very clearly to me and its resolved.

To have those free spins set up again would require them to contact the game provider.

Which they werent prepared to do so $20 is the figure they say is acceptable.

When I tried to continue explaining my case they just said is their anything else we can help you with.

Wont be going back there ever again.

Clearly is definitely not a word I would have used

Maybe I see things differently and The outcome was indeed acceptable. so maybe I will ask people in the forums and your  opinion would also be welcomed.

If a technical error forces me to not be able to play out a part of bonus round feature. Is it fair that I am returned to the balance I was before that started?

It was argued that the spins werent played so theres no outcome to compensate for. My point is that the outcome was that I had won the right to play them. If you win a bonus feature you win the right to finish the bonus feature.

I think a Fair outcome would be 15 spins of $1 value and a 3x multiplier = $45 not $20

I dont even care what the value is really its not a lot of money. The principal is the issue.

So Its a Hell No from me. Thanks for trying to help Melissa

sorry I forgot to tell you about another strange bit of nonsense that the support agent said.

Andrew (04:12:31): In what sense Jeremy, having just revived the game round, the bet in question produced no winnings, yet you have been credited a goodwill bonus of $20.

Am I going crazy???

 are they even talking about the same thing I am?? 

I cant get the free spins restored one second then theyve restored the game round and i didnt win anything

The $20 is now a goodwill bonus???

I feel like hitting my head against a wall

 someone has released hallucinogens in the air conditioning at superlennys

I see. I completely understand your frustration. We are trying to get the answer from a rep with a thorough explanation. 

Hi badoost,

My advice is to move on and not waste any more energy or time on this. You have been compensated for the loss in connection, they are not going to discuss this any further.

Yeah Im not going to waste any more time because they arent actually understanding exactly what happend and I never get a straight explanation anyway.

I have had similair problems at other casinos and they instantly refund the value of the spins without any complications at all.

I spend quite a bit of money gambling online so you would think they would make an effort to make sure the support process was thorough. The difference we were talking about here was about $17 and they will not see thousands of dollars from me because of it. Nor others that I recommend casinos to.

Its their loss.

Thank you for trying.

Well I just checked my email and I received this to my surprise.

Hello Jeremy,

I hope you are well.

Having reviewed your welcome feedback on jswqzs.com, I have investigated further the issue you highlighted.

Our support staff had obviously escalated the issue to the game provider, but unfortunately were not getting the quick response needed for us to provide our usual quick resolution in these matters. At this point, we made a decision to offer 20$ as a compensation payment for the remaining rounds which were not played.

In hindsight, we should have reacted more positively to your suggestion that 20$ (with wagering of one) was not an agreeable figure and with this in mind I have credited a further $45 into your account , a figure you mentioned yourself in the forum would be a much more agreeable offer.

This amount is obviously on top of the goodwill we have already credited and is a cash credit and therefore is withdrawable should you wish.

I hope that we can continue our relationship with you and look forward to seeing your name on our winners list in the near future.

Best regards,

 
Best regards

James

Customer Support Team Manager

www.superlenny.com

Thats good news! Thanks to MelissaN for pushing for you too!

I have sent the following email back and we can definitley consider this matter closed.

Hi James,

Thank you for your email and the cash credit you placed into my account.
I ended up with more than I was actually asking for which I appreciate.

I hold casinos to very high standards as the gambling community should as I have personally had the experience
of losing $15 000 to a dodgy one in the past which as you could imagine makes me exceptionally tentative when going through
the process of building trust with new ones.

You will indeed continue to receive my support and I shall update all my online reviews to reflect that.

Jeremy.

How can I change my review for superlennys at LCB ?

That's good news. I'm happy for you. The casino rep was away for a few days and that's why he was not getting back to us. You can make another comment and change your rating too. 

Good to see superlenny decided to come with a very nice solution ...

And also very awesome to see that LCB has contributed very positve in this matter :) nice !!!