The Red Lion Casino - Player’s account closed after a large win.

I won £227,000 on this site in around a week and all they paid me was £1500 before suspending & then closing my account. The terms & conditions state a win limit of £5000 per day & £50,000 per acc however the casino won’t respond to any emails about my balance on there; all I’ve had from them is how they’ve closed my account, and they won’t give the reason for closing my account either.

Dear Dannypatel97,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with The Red Lion Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked? 
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Did you achieve your current balance with the help of a bonus? 

Thank you very much in advance for your reply.

Best regards,

Tomas

I achieved my balance without the use of a bonus, I won the money on live Roulette and a table roulette game.

my account got blocked on 12th June and I can’t remember exactly when I opened the account. It was around 6 years ago in 2018

Just to clarify my account was suspended on June 12 and closed on 5th August

Thank you very much, Dannypatel97, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your service. However, I would like to warn you that it seems to be a common practice of The Red Lion Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

Dear Dannypatel97,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

Unfortunately, as my colleague Tomas previously noted, you are dealing with a casino that has a low safety index and has shown a clear lack of interest in resolving complaints. Although the likelihood of receiving a cooperative response from the casino is quite low, I have reached out to them through their official support email to request assistance with your case. I am currently awaiting their response.

Thank you for your patience.

Best Regards,

Kubo

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.

We’ll have more chance of pigs flying than a response from these.

Dear Dannypatel97,

I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. Since the casino operates without a valid license and does not 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 casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and you will be notified by email.

I recommend choosing casinos based on 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,

Kubo