The player's requesting a refund of his deposits as the casino did not self exclude his account within a reasonable time. The complaint was closed as the casino closed the player's account after the player requested it by the recommended way.
The player's requesting a refund of his deposits.
Amount: €300
Verde Casino
Submitted: 22 Dec 2022 | Case closed : 10 Jan 2023
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 year ago
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1 year ago
Translation
Good day,
I signed up at Verde Casino and realized I was playing beyond my means and was losing too much money. For this reason I wrote to the support chat there and asked for a self-exclusion. When I received no answer after a long time, I wrote on December 18th. at 21:28 I received an email asking support and also adding that I have a problem with gambling addiction (attachment).
Nothing happened, I didn't get any feedback. Unfortunately, I then relapsed and gambled away another €300 last night. Today I wrote to the casino again in the support chat and asked for a refund of the lost amount. There I was written that the closure of the account would have been completed if it had been requested via the live chat. The chat history can be seen in the attachment.
In my opinion a casino should be able to close an account within 4 days of request.
Thank you and best regards
Luke
Automatic translation:
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1 year ago
Hello Aschebersch,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Verde Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account was already verified and if yes, when exactly? What is the exact time of your last deposit and when did you contact the life chat after that? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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1 year ago
Translation
Hello Nick,
Many thanks for your response. Immediately after registering, I uploaded my documents for verification, but did not get an answer as to whether it was successful. My last deposit was €50 on 12/22. at 12:43 a.m. I contacted the live chat the next morning, the exact time is in the chat history. That was the last contact with the casino.
Thank you and Happy Holidays,
Luke
Automatic translation:
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1 year ago
Hello Aschebersch,
Based on the casino's terms and conditions, the main handler of self exclusion tool is whether directly you within your casino account or the live chat. As there is no e-mail address attached directly for self exclusion, it might be possible that the e-mail request was simply delayed but as long as the live chat closed your account instantly, we can't really consider it as an unfair move. We usually recommend to wait at least 2-3 days for a self exclusion to be processed specially before holidays or weekends as many can expect delays.
