Lady Linda Casino - Player’s criticizing Responsible Gaming practices.

Hi,

I have requested on numerous occasions to place a deposit limit on my account, through chat and email. However all requests have simply been ignored. As a result I have deposited a lot of funds that i did not wish to deposit. I take responsible gaming very seriously, and the very first thing I do when joining a casino is place a deposit limit on my account.

I have been completely ignored for months now, and nobody has gotten back to me. I have tried to escalate and ask for help, and I have received no reply.

I wish to claim back all the monies deposited after I have requested the deposit limit to be placed.

Dear Kieran,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we’ll contact the casino and ask for their standpoint, could you please forward any emails or screenshots showing that you have requested deposit limits? My email address is petronela.k@casino.guru. When it hasn't worked, did you at any point, request the account closure?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hi Petronela.

thank you for reply. Yes I have previously also asked for the account to be closed, which was also ignored.

I have no screenshots from chat as I never got any reply, it just let me type on message d said they will get back via email which never happened.

I will also check my sent items and send them on, I am sure the requests for closure are there

thank you for your help.

I actually requested the account closure via the chat function, which automatically said they would reply to me. This never happened. I am sure the casino will have a log of all these requests. I think there were about 5 deposit bonus requests, and 2 closure requests. Thanks

Please understand, that it is very difficult for us to proceed with this case without any supporting evidence. We would like to help you, but the lack of evidence makes it impossible at this moment.

Meanwhile, I would suggest sending a request for the self-exclusion to support@ladylindacasino.com. Specify in the request for how long you wish your account to be closed and clearly state the reason why. Additionally, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. Please CC me in that email.

Thank you, I will email them again and cc you . Thanks for your help.

Thank you for your cooperation.

Dear Kieran,

Thank you very much for the emails.

Please, let me explain you what the difference is between closing the account and self-exclusion:

Some casinos use lots of tools for responsible gambling and I would not mention them here. What player can do if they’re unhappy in the casino: Close the account or self-exclude themselves, that's the two basic choices.

Closing an account is simple and has almost no impact - the player can reopen account anytime, and 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’s are addicted/with gambling problem).

In the case of self-exclusion, if casino failed in this, player may ask for a refund.

Could you please advise if you have stated any reason to have your account blocked or to apply the self-exclusion?

Hi petronela

no, I never asked for self exclusion

i did ask for the account to be closed, but I’d like it to remain open for now until the issue is resolved

they said they sent me emails but I never received any from the casino

thanks kieran

Dear Kieran,

Please inform the casino if you wish to keep your account opened or blocked. If you wish to self-exclude due to a gambling problem your account should remain closed permanently.

Since we do not have any supporting evidence that you have set deposit limits I'm afraid we won't be able to help you further.

Dear Kieran,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

Hi,

I have contacted support again after they said they contacted me regarding verification, and also what limit I would like to apply. However I never received those emails. I have emailed them back to over 10 days ago to tell them this, but have received no reply again.

Dear Kieran,

Do I understand correctly that you haven't received any reply from the casino since Dec 28th? Could you please forward emails that you have sent to casino after that date? Thank you very much.

hi. I have forwarded the emails to you now. Thanks.

Dear Kieran,

Could you please advise if you replied to the question that you have been asked by Casino Support on 28/12?

"Furthermore according your last cancellation request we have also replied you to inform us the reason you had this decision."

Hi,

Yes I replied to them after that on 28th Dec

"Please set limit to 50 per week" to which they replied "Please mention us the period you need to proceed with limit actions".

So i went back to them again on 31 Dec 21 - "5 per week please"

Again I received no response, so I email once again on 4 Jan 22 with below

"I never received any emails from support at all. Apart from the verification, my

Ail issue was that all my deposit limit requests were ignored. I wished to apply a 5 deposit limit per day"

I have not heard anything back since.

I see. It is unfortunate that you haven't received any reply afterwards. However, please understand that deposit limits are not mandatory.

Could you please advise if your account is still accessible? Could you please forward your deposit/cashier history?

Dear Kieran,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting 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.