White Lion Casino - Player wishes to close her account.

I have emailed unsubscribed txt and sent messages in chat to ask them to close account and unsubscribe me. I still keep getting messages with offers until I give in... I am losing money I can’t afford I don’t go looking but when they keep sending messages it makes it very hard.. I have never ever won at this casino and believe it is set up that way ...

Dear Joan,

Thank you for contacting us. I’m very sorry to hear about your problem, I can only imagine how frustrating this whole situation must be for you. I have checked the casino’s website for options to close an account and this is what I found:

"Account Closure

Players have the right to terminate their account at any time. Should you wish to do so, you must write to us via email or by filling in the ‘contact us’ form on the website. During the period of time between you requesting the termination of your account and us completing this request you remain fully responsible for the account."

Personally, I would recommend sending an email to SUPPORT@WHITELIONBETS.COM. Have you tried this option as well? I understand that this might be uncomfortable, but sometimes the casino takes time to close your account and tries to motivate the players to stay and play by offering bonuses.

Please, let me know if you need any assistance and keep me updated.  

Thank you in advance for your reply.

Best regards,

Kristina

Hi .. thank you for reply. I have done all these things thank you.

Thank you very much Joan for a quick reply. I will now transfer your complaint to my colleague Viliam 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 Joan,

I looked at your complaint and will do my best to help you. I would like to invite White Lion Casino into this conversation. Could you tell us why the player is experiencing problems closing her account? She sent you emails and messages through live chat to close her account and unsubscribe from the promotional offers.

We would like to ask the White Lion 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’.

i sent this last night after several more messages from them ...the same thing that happened last week .... and it’s true... I actually don’t know what to do at this point.I don’t go looking but some of them just won’t stop and then result in devastation for me .... This only started a few months ago and it’s the mist horrible thing I have ever been stupid enough to get caught up in......Thank you for your help

Thank you for bringing this matter to our attention. Please be advised that the account in question was closed on the 3rd June 2020. The casino has followed the correct protocol in trying to retain the player from closing the account. We must note that no gambling issues or addiction was mentioned on the email request and here is the excerpt:

​"​Hi could you close my account. Thank you

Jayjoan ​"​​

​Based on the attached screenshot that has been provided in the previous post, you will see clearly that the email address is incorrect and this said the email was never received by the casino. Further, Joan had visited and used the service of the Casino Live Chat on numerous occasions and yet failed to mention any gambling issues.

If you need further information, kindly let us know.

Thank you for you help on the forum. It is not true that I didn’t explain in chat I did. Whether I did or not is irrelevant though in the sense I emailed several times for the account to be closed ... not just one... and still the messaged me... also on the site when you click on responsible gambling it just reverts back to the home page. Anyway they absolutely ignored several emails to close the account and I definitely did write more on chat... it’s closed now thank you.

there were more but I deleted them along with everything else

Joan, when you are experiencing some gambling problems the best way to stay safe is self-exclusion. Players have the ability to self-exclude themselves from playing at a certain casino as a part of responsible gambling practices. By using this feature, the players let the casino know that they don't want to be allowed to play during a certain period of time. This generally cannot be cancelled. Unfortunately, you asked Casino to close your account what they did. Closing account is just temporary and you can ask for reopen anytime. Player usually have the right to refund only when asking for self-exclusion.

I couldn’t self exclude the site wouldn’t allow me. That’s why I sent the txt. When I went on site and clicked responsible gambling it always reverted to home page.

Joan, you have to ask for self-exclusion and it really works. I tried to register and after while I wrote to live chat that I have a gambling problem and I want to self-exclude myself (you must use word "self-exclusion"). After few seconds I was disconnected from Casino and unable to log in again.

I am very sorry that you had a problem with self-exclusion, but if you truly want to self-exclude, I believe that it is possible in a matter of seconds. Because of this and all the above, I decided to reject your complaint. If you disagree with my decision you can complain at the licensing authority here: http://www.gaming-curacao.com/. Do not hesitate to contact us in the future, if you run into any issues with this or any other casino. Thank you for understanding.