Verde Casino - Player’s account has not been closed despite self-exclusion requests.

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Dear Alin27,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem you’ve encountered.

I understand that you believe your requests for self-exclusion or account closure were not properly respected, which is a serious concern. In order for us to assess the situation accurately and proceed with the mediation, I would like to kindly ask you to provide a few additional details:

• When exactly did you first request the account closure or self-exclusion?
• How did you submit these requests (live chat, email, support ticket)?
• Do you have any screenshots, emails, or chat transcripts confirming these requests?
• Did you clearly mention gambling addiction or loss of control in your communication, or was it a general request to close the account?
• Did the casino respond to any of your requests? If yes, what was their response?

If you have any supporting evidence (such as emails or chat transcripts), you may either upload them here directly or forward them to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Dear Alin27

Thank you for your complaint, we will definitely investigate.

Dear Petronela,

Please kindly find the latest response of our support:

"You contacted us regarding the blocking of your account.

Your account was blocked after you mentioned in the chat that you have a gambling addiction.

We have reviewed your case and did not find any requests from you, either via email or chat, to block your account on October 10, 2025."

Regards

Dear Alin27,

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.

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,
Petronela
Casino.Guru