Verde Casino - Player’s account remains open despite self-exclusion request.

I am submitting this complaint against Verde Casino (Wiraon B.V.) for a severe breach of Responsible Gambling regulations and failure in their Duty of Care.

On September 11, 2026, I formally requested the permanent closure of my account and self-exclusion due to gambling problems. According to standard regulatory frameworks, the account should have been restricted immediately.

Instead, the casino failed to act, leaving my account fully open. This failure allowed me to continue depositing and gambling. Since September 12, 2026, I have made multiple additional deposits totaling 24.300€.

When I contacted the VIP manager ("Grigorii") via live chat to demand my account closure and a refund of the funds deposited after my self-exclusion request, the casino explicitly refused to issue a refund and stated they are "evaluating" the restriction, which completely violates the immediacy rule of self-exclusion.

I have full evidence of my initial request from September 11, the deposit history after that date, and the chat logs where the manager refuses the refund. I request the immediate permanent closure of my account and a full refund of all deposits made from September 12, 2026, onwards.

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Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the problem you’re experiencing. Please allow me to ask you a few questions to clarify your situation.

• Please forward your original self-exclusion request from September 11, including the reason you gave for requesting closure, and any subsequent correspondence with the casino to veronika.f@casino.guru. If you contacted the casino by email, please send the original emails as .eml or .msg files; for live chat, please provide the complete transcript.
• In the chat from October 24, you mentioned replying to an email containing questions needed to block your account. Please forward that email and your response, including any subsequent reply from the casino.
• Is your account currently closed, or can you still deposit and gamble? If restrictions have since been applied, please specify when.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Buongiorno,

ho inviato e-mail all'indirizzo indicato.

Grazie ancora

Saluti

Antonio

Dear Vassanto

According to T&Cs that you agreed upon registration:

"30.2. If you believe that you are spending more money than you can afford, or that gaming is beginning to interfere with your normal daily routine, we strongly recommend taking appropriate measures, such as setting Personal Limits, requesting Self-Exclusion, or seeking assistance from one of the organizations listed below. To request Self-Exclusion, you must contact Live Support and follow the instructions provided. The account holder must then submit a Self-Exclusion request from the email address registered to the relevant gaming account. Self-Exclusion will take effect only after Support has received and processed the email request and confirmed that Self-Exclusion has been applied to the account."

Please kindly provide a copy of the e-mail request and we will investigate.

Because we were unable to identify as such, only requests for no-deposit bonuses, etc.

Thank you!

Wishing you a speedy recovery!

Regards

Buongiorno,

Continuate a rispondere in maniera superficiale, terminate la conversazione con auguri di pronta guarigione, se vi sembra normale... Avete chiaramente tutti i mezzi per vedere la mia richiesta di blocco account dell'11 settembre. E potete verificare le decine di solleciti fatti. Solo pochi giorni fa mi è stato inviato il modulo, che poi è un modulo solo per prendere tempo, ad ogni modo è stato immediatamente chiuso. Ho comunque le varie chat con 3 operatori diversi che confermano la mia richiesta effettuata 11 settembre 2026.

Dear Vassanto

Please kindly provide a screenshot of the e-mail sent, as per T&Cs and we will definitely look into it.

Regards

Ho fornito tutte le prove a casinò guru, ho fornito le chat di inizio ottobre con operatori vip manager, dove dicevo che era troppo tempo che non veniva chiuso il conto, ed avevo un chiaro problema con l'azzardo, e la vostra non chiusura del conto mi aveva condizionato la vita, da parte vostra voi avete queste trascrizioni e sapete bene quante volte ho sollecitato. Non è più mia intenzione continuare a perdere tempo con voi, che l'unica cosa che inviate sono clausole che non c'entrano niente con l'argomento, parlate di limitazioni ecc. Il problema è che avete impiegato 45 giorni per bloccare il mio conto, e questo è un reato. Se casinoguru non è in grado di aiutarmi, mi rivolgerò ad un avvocato per fare una causa.

Saluti

Dear Vassanto

Have you been offered the gambling limits, that are available to players at all times?

Thank you in advance!

Regards

Buon pomeriggio,

il conto deve essere bloccato immediatamente, non vanno offerti i limiti di gioco quando si presenta una richiesta di problematiche sul gioco d'azzardo. Mi sembra che questa sia una regola base che non dovreste sottovalutare.

Saluti

Dear Verde Casino representative,

Thank you for joining the resolution of this complaint and providing more details regarding the player's case.

Dear Vassanto,

After reviewing the correspondence you provided, I must reject your complaint because your email of October 14 explicitly threatened bank chargebacks to recover deposits accepted and used for gambling.

Under our complaint-handling policy, threatening to reverse legitimate gambling deposits is considered fraudulent conduct, regardless of whether a chargeback was ultimately initiated or completed. For this reason, I cannot continue investigating your refund claim.

I would also like to clarify what the available evidence establishes regarding your self-exclusion request. Although the chat screenshots support that you requested account closure on September 11, you confirmed that you could not locate the original request. Consequently, I cannot verify whether you informed the casino about your gambling problems at that time. A request to close an account does not, by itself, establish that the casino was aware of a gambling problem.

The earliest documented disclosure of gambling problems in the materials you provided is dated October 24. You also completed the casino’s self-exclusion questionnaire that day, and the casino confirmed your account was blocked on October 25. Based on this documented timeline, the account was closed within a reasonable timeframe following the evidenced disclosure.

I’m sorry I cannot assist you further with this complaint.

Best regards,

Veronika

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