The Red Lion Casino - Player would like to close her account.

The website will not close my account I have endless emails asking them to delete my details. I have a gambling problem and just want to fully close my account. Is there anything I can do to force them to delete my information completely?

Thank you

Dear aimeemwinter,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after cooling off period and this cannot be done for players who are addicted/with gambling problems).

From what I can see in the attached screenshots, you requested an account closure, and there is no mention of self-exclusion, or gambling problem/addiction. If the casino wasn’t informed about your problem, we, unfortunately, cannot proceed with this case as failed self-exclusion.

If there is a message in which you clearly state your gambling problem as a reason for account closure, please forward it to kristina.s@casino.guru.

Moreover, could you please clarify the dispute value (£50)?

Thank you very much in advance.

Best regards,

Kristina

Dear aimeemwinter,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

Unfortunately, we’re forced to close this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.