Lady Linda Casino - Player wishes to self-exclude from the casino.

Hi. I have held an account with this casino for a few months and have spent a considerable amount of money, but decided that I needed a break. As a result I have repeatedly asked the casino to apply a self exclusion to my account in line with the process they describe in their Responsible Gaming policy. They have not responded to any of my contact messages through their website, and my account remains open. I have no problem with the casino itself, other than the lack of communication and the failure to block my account. I would just like to be self excluded from this account as soon as possible, to remove the temptation to spend any more money. Thanks, Andy

Dear agalli1970,

Thank you for contacting us. I have checked the casino’s website for options to close an account and unsubscribe from all correspondence with the casino and its services, and this is what I found https://ladylindacasino.com/templates/company/responsible_gaming:

"Alternatively, you may feel you need a longer break from gambling; in that case you can choose to self exclude. Self Exclusion means that your Lady Linda account will remain closed for up to 3 months. To enable self Exclusion, please contact our Customer Support via Email with your request.

Please contact us if you require any further information or assistance on Self Exclusion or Time Out options."

https://ladylindacasino.com/templates/company/terms_and_conditions:

"Self exclude or Timeout - We will only reply to emails sent to support@ladylindacasino.com for this action and clearly mark in the subject line 'Account Closure. Any emails not stating your reason for closing eg; gambling problem will not be actioned as an urgent request. We take these requests seriously but due to the high levels of emails it may take us some time to reply. Any deposits made before the account is closed will be accepted and are non refundable."

I would recommend sending an email including all the relevant information to support@ladylindacasino.com. In this way, you’ll have proof of such an action. 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, let me know if you need any assistance and keep me updated. Thank you in advance for your reply.

Best regards,

Petronela

Dear agalli1970,

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.

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.

We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Additional comments from the player:

"Apologies, I had missed the previous response because it had gone to my junk folder. I have done as you suggested, and sent an email requesting that my account is closed, following the approach outlined in their terms and conditions. I did this on Saturday, and I’ve attached a screenshot and fa the email, but have had no response yet. I thought I would leave it another day or two and then send the request again. Does that make sense, do you think? Thanks, Andy"

Thank you very much, agalli1970, for getting back to us. Could you please forward the relevant email to petronela.k@casino.guru?

Thank you, agalli1970, for the forwarded email. I understand that the email has been sent to the correct email address on the 12th of June 2021. Have you deposited any funds into your casino account since then? Is your account still accessible?

Yes, I deposited money in on Tuesday this week, so the account is still accessible

Could you please forward your cashier history? Thank you.

Can you confirm what you mean by that. Do you need something from the casino website, or do you just want to know what I have deposited recently?

I'd like to ask you for a screenshot of your cashier/deposit section. It should be visible inside your casino account.

Yes, that’s correct. However, since then I have now deposited a further £1,500. I will email you a screenshot of the updated account statement showing these deposits.

There is also now a positive balance on my account of £3,500 and a pending withdrawal request for an additional £500 (the maximum you can withdraw at any one time). I am concerned that these balances will be lost if the account is closed. My best solution would be to withdraw the full £4,000 and then close the account, but I am not sure if this will be possible. What would you suggest?

Thank you very much, agalli1970, for your reply. Please bear in mind that the self-exclusion would be valid from the time when it was confirmed by the casino. Unfortunately, in your case, the request has been ignored completely and account restriction never applied.

Therefore, I would strongly recommend to stop depositing funds into your casino account, withdrawing all your active balance, and most importantly stop playing, so the winnings won’t be lost.

In case, you decide to play your funds and, perish the thought, you lose, you wouldn’t be entitled to any compensation or refund since the requested self-exclusion has never been confirmed. Please keep me informed.

Hi. Just to let you know that I sent a second email to the casino support reiterating the request to close my account. This time it seemed to work and they have blocked access to the games, but I can still withdraw my balance. So, it looks like we got there in the end. Thanks for all your help! Andy

Thank you, agalli1970, for the update. The least I can do is to keep this case opened till your further confirmation regarding successful withdrawal. Please keep me informed.

Hello agalli1970,

Have there been any developments since our last conversation?

Hi. Unfortunately they re-activated my account without me asking. And before I had withdrawn all the balance, I was tempted again and lost a further £500. I have sent them another email and asked them to close the account for a longer period. I am waiting to hear back

I have just had confirmation that my account has been closed again, hopefully indefinitely this time, and I have confirmed I can’t access it. There was no remaining balance on the account, or pending withdrawals, so hopefully that’s the end of it. Thanks again, Andy

Thank you very much, agalli1970, for the update. Do I understand correctly that your problem has been resolved and your account has been blocked and winnings received? Do I have your permission to close this complaint or there’s anything else we could help you with? Thank you in advance for your reply.

Yes, everything is sorted now, so please feel free to close the case. Thanks again, Andy

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, agalli1970, for your cooperation and confirmation, and please don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru