The Red Lion Casino - Player’s attempt to close his account has been overlooked.

I have been asking this casino for long to close my account and return my outstanding balance back to my bank account but they do not reply as to why this is not possible.

They do not reply to my query .

As I cant do anything except "withdrawal" on the website there is no point keeping account open and they just allow max of £500 withdrawal that too takes a month to go through with this speed it will take a year or two to withdraw my full balance of 12,000 .

I am asking for a very valid thing as due to "responsible gaming" I am addicted to the website and wish to stay away so asking my account to be closed and return the balance as simple as that.

can anything be done please ?

I have no bonus and my account is fully verified on 21st Nov 2020.

Hello,

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 emails or screenshots showing that you have sent request for a self-exclusion? My email address is petronela.k@casino.guru. Did you specify in that request for how long you wish your account to be suspended and the reason why?

I have checked terms and conditions on the website, and this is what I found https://theredlioncasino.com/templates/company/responsible_gaming:

„SELF EXCLUSION

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 Red lion 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://theredlioncasino.com/templates/company/terms_and_conditions

"Self exclude or Timeout - We will only reply to emails sent to support@theredlioncasino.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."

Is this the email address that you have sent your email to?

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

The only confusion I have is

If they close the account will they transfer the balance on account to my bank account?

Logically they should do but can't find this mentioned anywhere....is the confusion.

Will forward you the mail in which I have mentioned that please close account and transfer balance to my bank account

Will forward you the mail

Thx

Ajay

Can my name be hidden plz

Emails forwarded to your mail I'd.

I m confused by the line in Terms n conditions

Any deposits made before the account is closed will be accepted and are non refundable."

Hope this is not valid for outstanding balance which is 11,500 fir now plus 500 pending withdrawal.

Please approach them carefully if they close account and then says as of terms n conditions money is non refundable though they are saying deposit and we want outstanding balance back which is valid n logical

Thank you for your replies. I have made your name anonymous.

Additionally, I have checked the T&Cs once again, and this is what I found https://theredlioncasino.com/templates/company/terms_and_conditions:

"11.1. Provided that Your Account does not show that a balance id is due to us, You are entitled to close your Account and terminate the Terms & Conditions on not less than twenty four hours’ notice to us at any time by contacting us through our Customer Services. We will respond to your request confirming closure of Your Account and the date on which such closure will be effective, within a reasonable time, provided that You continue to assume responsibility for all activity on Your Account until such closure has been carried out by us (at which point the Terms & Conditions shall terminate)."

"11.2. When You request closure of Your Account under paragraph 10.1, we will, subject to paragraph 10.3, return any outstanding balance in Your Account to You."

"11.5. When repaying the outstanding balance on Your Account, we shall use the same method of payment which You provided upon registration of Your Account, or such other payment method as we may reasonably select."

However, even if you close your account the maximum monthly withdrawable limit will be applied. I'm afraid.

"7.12. Maximum net winnings in any 24-hour period per account are limited to 5000€. Maximum withdrawable amount per account is limited to 50000€. The maximum withdrawable amount per account is limited to 7000€/month. Withdrawable amount will be split on a series of equal withdrawals. If withdrawable amount is larger than €7000, the rest will be place back in the customer's account, for withdraw within the following month. Withdrawals exceeding more than €2300 will require additional verification process. "Company" reserves the right, at it's own discretion, to carry such verification processes also in cases of lower withdrawals. "Company", reserves the right to delay and/or stop processing Cash Out requests until final approval has been received for any outstanding Deposit transactions. The maximum withdrawable amount is quoted in Euros (€) as the base currency in order to ensure consistency across the world but currency equivalents apply for actual withdrawals."

Could you please advise how much is your active balance at the moment? Looking forward to hearing from you.

For now it's 11,500 plus 500 pending withdrawal happy to take whatever max limit is for month n remaining next month.

As per 11.1 do you think we should not request account closure?

Please see before you approach them that our case is solid n valid if unsure we can ignore as I don't want them to close the account n confiscate the balance....

Please see what's best ....

Please note I m their vip customer n rules should be flexible on management discretion.

Thx

Please understand, if you wish to have your account closed, you’re the only one who can request it. Could you please advise if you have tried to communicate an option to have your account closed and find out what would be the intervals for the payments? I would suggest taking a screenshot of your active balance with a visible date and all the relevant information and then requesting an account closure. Please keep me posted.

Please keep me informed.

Definitely...but that's the problem they don't revert....which causes frustration n suspicion whether they want to close account n return balance or not.

Let's wait couple if days for the response..

Will update you....thx

Thank you.

No response yet ......that's the biggest problem with this casino.....

Still waiting and will update you...

Thx

Hi,

Could you please confirm that your account is still accessible even after the last email that you have sent stating that you're addicted and it's destroying your life? Thank you very much in advance for your reply.

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Xy.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

I bet casino won't respond.

Casino responded below and made my account balance from 12000 to 0.00

They were approving withdrawl from Dec n now all of sudden below .not sure what to do

9.11 Company reserves the right to withhold any withdrawal request, which includes to remove all bonuses or winnings in the case of Irregular Play in case of the followings:

Placing total bets equal to or greater than 30% of the value of the smallest deposit currently in play.

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’.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

The casino can reopen this complaint anytime.

Dear Xy.

I am very sorry but since the casino team is unresponsive, we’re not able to proceed with further investigation. Please, be aware that this complaint will affect their reputation on our website which is already very bad.

I recommend you to check our articles about responsible gambling, you may find useful tips there.

Best regards, Jozef