Verde Casino - Player accuses casino of responsible gambling violation.

Complaint to Casino.Guru Regarding VerdeCasino – Responsible Gambling Violation

Dear Casino Guru Team,

I am writing to formally submit a complaint against VerdeCasino.com due to their failure to uphold responsible gambling measures, which resulted in significant financial losses amounting to €10,000.

Details of the Complaint:

My name is R. Ciprian D, and I was a player on VerdeCasino.com.

Over a short period, I deposited and lost €10,000, despite exhibiting clear signs of gambling addiction.

The casino failed to intervene or implement any protective measures, allowing me to continue depositing large amounts without restrictions.

Once I realized the extent of my losses, I contacted VerdeCasino and informed them of my gambling addiction. Only then was my account permanently closed.

I believe that VerdeCasino neglected their duty to promote responsible gambling and failed to take action before severe financial damage occurred.

Key Issues:

Lack of Responsible Gambling Measures – Despite significant and rapid deposits, the casino did not intervene or offer support for responsible gambling.

Failure to Detect Problem Gambling Behavior – The casino continued to accept deposits without inquiring about my financial situation or well-being.

Violation of Player Protection Standards – Licensed casinos are required to monitor and prevent excessive gambling behavior, but VerdeCasino failed to do so.

Breach of Ethical and Regulatory Responsibilities – Allowing a player to deposit and lose such a large amount in a short time contradicts responsible gambling policies.

Request for Resolution:

I am requesting the following actions to be taken:

A full refund of the €10,000 lost due to the lack of responsible gambling measures.

A thorough review of VerdeCasino’s responsible gambling policies to prevent similar incidents in the future.

A formal investigation into whether VerdeCasino is adhering to the responsible gambling regulations under their license.

If VerdeCasino refuses to take responsibility, I am prepared to escalate this matter further, including filing an official complaint with their gambling regulatory authority and exploring legal action for financial damages.

I trust Casino Guru’s team will thoroughly investigate my complaint and assist in reaching a fair resolution. Please let me know if you require any additional information or supporting documents.

Thank you for your time and assistance.

Best regards,

R. Ciprian D

[player's name edited by Casino.Guru]

Dear cazinoonline2022,

Thank you very much for submitting your complaint.

I’m sorry to hear about your experience with Verde Casino and the difficulties you have faced. To better understand your situation and proceed with our investigation, we would like to ask you a few clarifying questions:

• Before your account was closed, did you ever inform the casino directly about your gambling problem?
• If so, when and how did you communicate this to them?
• Have you already submitted a formal complaint to the casino? If yes, what was their response?

Do you have any relevant email exchanges, chat messages, or other documents that could support your case? If so, please feel free to 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 Petronela,

Thank you for your response and for taking the time to investigate my case. I appreciate your assistance in this matter. Below are my answers to your questions:

Did you inform the casino about your gambling issue before your account was closed?

Yes, I informed VerdeCasino about my gambling problem and my request for a refund before my account was permanently closed.

When and how did you communicate this to them?

I contacted VerdeCasino via email and explained that I had developed a gambling addiction. I requested the refund of my lost deposits due to their lack of responsible gambling measures. I also asked for my account to be permanently closed as I was experiencing uncontrolled gambling behavior.

Have you already filed an official complaint with the casino? If yes, what was their response?

Yes, I submitted a formal refund request to VerdeCasino, explaining my gambling addiction and their failure to intervene despite my high deposits over a short period.

Their response was that they are not responsible for my losses, citing their Terms & Conditions, which state that players assume full responsibility for their gambling activities. They also stated that once money is used in games, it cannot be refunded.

Do you have relevant email exchanges, chat messages, or any other documents to support your case?

Yes, I have attached all relevant emails exchanged with VerdeCasino, where I requested a refund and where they refused to acknowledge their failure to enforce responsible gambling policies. I have already sent these documents to the provided email address (petronela.k@casino.guru).

I hope this information helps in the investigation. Please let me know if you require any additional details. Thank you for your support, and I look forward to your assistance in resolving this matter.

Best regards,

R. Ciprian D

Hi cazinoonline2022,

Thank you very much for your detailed response and for providing the necessary information. I appreciate your cooperation in this matter.

From the communication you forwarded, it seems that right after you informed Verde Casino about your gambling problem, your account was blocked, and no further deposits were made. Could you please confirm if this is correct?

Additionally, regarding the refund request, I would like to clarify whether your request for a refund is based purely on the belief that the casino should have recognized your gambling problem earlier than you informed them, or if there are other reasons behind your request.

Your clarification on these points will help us better understand the situation as we move forward with your case.

Thank you.

Hello,

Thank you for your response. I confirm that immediately after I informed Verde Casino about my gambling problem, my account was blocked, and no further deposits were made.

Regarding my refund request, I believe that Verde Casino should have intervened earlier and blocked my account before I officially notified them. I had a problematic gambling behavior, with large deposits and significant losses, and the casino should have noticed this and taken action according to their responsible gambling policies.

In their terms and conditions, Verde Casino states that they reserve the right to monitor players' activity and take action in case of signs of compulsive gambling. In my case, this did not happen, even though my gambling behavior clearly indicated a problem. I believe this provides a valid basis for my refund request.

I look forward to your response.

Thank you.

Hi cazinoonline2022,

Thank you for your detailed response.

After reviewing the information, I can understand your frustration, but since your account was blocked immediately after you informed Verde Casino about your gambling problem, we unfortunately cannot proceed further with your refund request. We will have to close this complaint.

It's crucial to remember that not every player who makes large deposits necessarily has a gambling problem. While it’s important for casinos to monitor player behavior, the most effective and immediate way to address a situation is for players to notify the casino directly, as you did.

I genuinely empathize with your situation, but based on the circumstances, we cannot take this matter any further. I hope this clarifies things.

Thank you for your understanding.

Best regards,

Petronela

Casino.Guru