The player from Ireland wanted to close his account but was unable to do so due to an incorrect email address that prevented him from making changes. Despite sending an email with his ID number requesting account closure, he had not received a response, and the live chat feature was also non-functional. We asked whether his account was accessible and whether he could request self-exclusion from his profile, but he did not reply. The casino later stated that his account and other accounts were blocked due to multi-accounting and gambling addiction, and we closed the complaint because no further response was received from him.
Verde Casino - Player’s account closure request is ignored.
Closed
Our verdict
Player stopped responding
Amount: ??
Verde Casino
Safety Index 8.9 HighCase summary
Discussion
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3 weeks 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.
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3 weeks ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Verde Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Is your account accessible to you?
- Is it possible for you to access the casino on a desktop computer and request a self-exclusion via the option found in your player's profile?
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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3 weeks ago
Dear Doroslovo
According to our records, the account is blocked and your other accounts are blocked due to multi-accounting and gambling addiction. You are not permitted to open new accounts.
Regards
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2 weeks ago
Dear Doroslovo,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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1 week ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Tomas
Casino.Guru
