The Red Lion Casino - Player believes that their withdrawal has been delayed.

I have won £1000 on black Jack and as the max withdrawal is £500 , attempted to withdraw half of my winnings so far .Initially KYC was extremely slow requesting docs several times . I was then told all ok with docs and to go ahead but i still got message saying account not verified . This was eventually sorted and my winnings have now been pending withdrawal since the 16 th . Redlion have replied saying they are busy hence delay but I fear I will never receive these winnings

Dear gillcrompton64,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Thanks

my account has been fully verified for a while now and there is no reason why my withdrawal cannot be processed . From your experience of this site and previous complaints do you think there is a chance I will not get my money ?

Hi

we are at 2 weeks now and I just get the same excuses ( see attached ) . Your help would be very much appreciated

Dear gillcrompton64,

Have you received your withdrawal from the casino yet?

Hi

no I haven’t received anything from them at

all . Cheekily enough they are still sending me promotional bonus emails too trying to get me to deposit more money . Your help would be most appreciated

Hi

Also I would like to add that I’m getting about 30 junk /scam emails a day now since providing my personal data to Redlion so I believe my data has been sold on . I have also put my bank account on fraud high alert as they also have my bank details so I fear my ID has also been sold on too .

Thanks Gill

Thank you very much, gillcrompton64, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello gillcrompton64,

 

My name is Michal and I will be assisting you with your case. I would like to request the presence of a representative from the casino in this conversation.

 

Dear Red Lion Casino,

 

Could you possibly provide additional information regarding the delayed payment and clarify the situation?

 

Thank you in advance.

 

Respectfully,

 

Michal

Update

my pending withdrawal of £500 has gone today from my pending inbox so hoping this is in the process of being sent to my bank account . I have today started my remaining balance withdrawal of £500 so let’s hope this goes through quicker

Update

I have today received into my bank account my withdrawal of £500 which I requested early December . Thank you

I have one more withdrawal of £500 to be processed which I await with eager anticipation

thank you

Gill

U pdate

I seem to be locked out of my account today

I have contacted customer support to either reset my password or unblock my account

I still have. £500 pending withdrawal

Update

I have today received this email . I have £500 in my account pending withdrawal . Surely this is theft ?

Dear Gillian,

Thank you for contacting The Red Lion Support Team. 

Sadly your account has been permanently closed down and your funds deducted baed on a decision of the relevant department, we wish you the best

Kind regards,

so to summarise

the casino have closed my account and kept my £500

this has to be illegal ?

I deposited in total £56 and won £1000 . I didn’t play any bonuses , all my documents were verified and I won in good faith .

I eventually got my first withdrawal of £500 which is the maximum withdrawal amount after constant chaser emails . This was initially requested on 16 Dec and I received this on 3 Jan .

I then submitted my 2nd withdrawal request to find out that my account had been closed with my winnings of £500 still in my account .I contacted support who sent me the above email .

TheRedLionCasino have £500 of my money

and I will continue to pursue this through all avenues until they pay me my winnings

Could you please intercept Michal as the casino is clearly ignoring your message . They have closed my account and kept my winnings

Update

I can no longer even access the casino , never mind attempt to log

There must have been a server issue as I can now find the casino again although my account is still closed . I have emailed a couple more times but no longer get a response . After reading the reviews this is a common pattern with Redlion casino , closing your account without paying your winnings . I tend to Pursue this

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi

looks like the casino hasn’t responded .

please can you advice what next steps I can take . Is there a gambling organisation I can contact to report Redlion to ?

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal, Casino.Guru