The Red Lion Casino - Player's struggling with self-exclusion in the casino.

Hi,

i have had gambling issues in the past and added all my information to the stop gambling websites in the uk but like most I have gone looking for foreign based websites that aren’t covered under the uk based self exclusion sites. I repeatedly contact red lion casino to try and get my account permanently closed but as they are aware most of there clients like me have gambling problems which they disgustingly prey on by only offering a maximum of 30 days self exclusion period and then coincidently they start selling my marketing emails on the exact day your self exclusion period runs out and due to my urges I can resist the opportunity to deposit to my account. I find it hard to believe that a gambling website under any commission in the world would be able to operate without offering the option of a permanent exclusion forgetting about how morally wrong it is surely it’s also illegal? So as well as getting my account permanently closed I’m also asking if you can look in to them offering this as an option going forward for any account so other addicts don’t get stung by this too.

thanks in advance for your help.

Dear Jimlad28,

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

I checked the website's responsible gambling section and I found this:

ADDICTION

Despite the fact that gambling is offered for recreational purposes, it appears that some individuals are having trouble follow that and they can create an addiction that will cause issues to their lives. Players found to be suffering from gaming addiction are forbidden from further participation in our gaming services. Also, we are providing with contact details of organisations where they can receive professional advice and support.

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

Do I understand correctly that you repeatedly asked for self-exclusion due to gambling problems in the casino?

Did you contact the casino via support@theredlioncasino.com?

Would you be able to forward one of your previous self-exclusion requests to my email address at tomas@casino.guru? Please include any relevant communication from the casino as well.

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

Best regards,

Tomas

Yes I have repeatedly asked for my account to be permanently blocked through messaging them on their website so have no record of this, it has been going on for a couple of years now. I just get a reply saying the maximum exclusion period they can offer is 30 days then 30 days later by complete coincidence I’m sure (not) my email get a couple of marketing emails from them. This time I messaged them and almost 3 days later haven’t even had a response, this company clearly prey on gambling addicts who have blocked themselves on Gamstop and I find there refusal to not allow people to permanently close there accounts an absolutely disgusting tactic to suck us people with a gambling problem back in after the short cooling off period they offer.

many thanks for your help.

If your previous attempts didn't work, I would kindly ask you to try again with the following request:

When applying for the self-exclusion, clearly state the reason for deactivating your account and specify the time period. Also, the email "Subject" should be clearly marked and easily recognizable as the casino support receives many requests per day. If it is marked visibly you will stand a better chance of having your request granted as soon as possible. 

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material (for a minimum period of xxx months/years/permanently).

The reason for my decision is xxx (gambling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to support@theredlioncasino.com (you can CC me at tomas@casino.guru in the copy) and keep me informed about any further developments. Thank you in advance.

Thank you so much for your help. I believe they have closed account now as when i try to log in I have an error message saying my email address isn’t recognised so I think the issue is now resolved.

Dear Jimlad28,

I'm glad to hear that your account was blocked by the casino. I will now mark the complaint as 'resolved' in our system.

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru