The player from Italy formally requests the permanent closure of his account and a refund for lost funds due to delays in processing his request. Despite his initial request on April 19, he experiences ongoing delays and inadequate responses from the casino.
Verde Casino - Player requests account closure and refund.
Opened
Current status
Waiting for Casino Guru to reply
6d 22h 7m 7s
Verde Casino
Safety Index:Very highCase summary
Discussion
Public
Public
yesterday
Translation
SUBJECT: Request for permanent account closure and refund for late payment
Good morning,
I hereby wish to formalize my complaint regarding the handling of my request for permanent closure of my account.
On April 19, 2026, I sent an explicit request to permanently delete/block my account. However, I received no response until about a week later, and subsequently, further communications that seemed to be aimed at dissuading me from closing my account, rather than proceeding with my request.
Despite numerous reminders from me, the process dragged on for over two weeks before almost reaching completion.
I believe that a request of this nature should be handled promptly and without undue delay. Therefore, I consider the time elapsed since my initial communication to be inadequate for proper service management.
For this reason, I formally request reimbursement of any sums lost between my initial request for closure and its actual execution.
If a satisfactory resolution to the matter is not reached, I will be forced to defend my rights in the appropriate venues, also availing myself of the support of my lawyer.
I look forward to hearing from you soon.
Best regards
Vizzari *****
Edited by a Casino Guru admin
Automatic translation:
Public
Public
2 hours ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Public
Public
2 hours ago
Dear Maurizio84,
Thank you very much for submitting your complaint. I'm sorry to hear about your problem.
First, I’d like to clarify the difference between account closure and self-exclusion:
- Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
- Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).
Could you please forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at tomas@casino.guru
Thank you in advance for your cooperation.
Best regards,
Tomas
