The player from Italy formally requested 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 experienced ongoing delays and inadequate responses from the casino. The player also mentioned having self-exclusion active on all online platforms, which raised questions about his continued access to the casino. After reviewing the case and receiving limited cooperation from the player, the complaint was closed by the Complaints Team as they were unable to provide further assistance.
Verde Casino - Player requests account closure and refund.
Closed
Our verdict
Other
Amount: €1,000
Verde Casino
Safety Index 9.4 Very highCase summary
Discussion
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2 months ago
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:
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2 months ago
Important notice:
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2 months 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
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2 months ago
TranslationI sent the photos to your email.
I'd like to clarify one thing, however: I've had self-exclusion active on all online platforms for almost four months, and because of this, I can't access any gaming sites.
For this reason, I'm not sure how I can still access or play on your site. Something isn't quite right, and I'd like to understand the situation better.
I look forward to hearing from you.
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2 months ago
Thanks for your reply and the information shared via email.
Please allow me to ask you further questions.
- Have you provided any reason to the casino when requesting account closure?
- Have you unsubscribed from the casino's marketing communication?
- Have you opted for the self-exclusion option found directly in your account at any point, as the support suggested? Which self-exclusion option have you chosen in this online casino and when?
Looking forward to your reply.
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1 month ago
Thanks for your reply.
After careful consideration, we will now close your complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.
Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.
