HomeComplaintsVerde Casino - Player’s account has been closed but still allows deposits.

Verde Casino - Player’s account has been closed but still allows deposits.

Amount: €40

Verde Casino
Safety Index:Very high
Submitted: 25 Sep 2024 | Case closed : 07 Oct 2024
Case closed Our verdict

Unjustified complaint

REJECTED

Case summary

2 months ago

The player from Saxony reported that despite requesting account closure of his account on September 17, 2024, he was still able to deposit money, which he found problematic. The casino refused to block his account or refund his €40. The Complaints Team acknowledged that a simple account closure did not imply player protection, and since the account was permanently closed, the request for a refund could not be honored. The complaint was therefore closed, and the player was advised to seek self-exclusion resources for future protection.

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2 months ago
Translation

On September 17, 2024, I closed my account but was still able to deposit today despite the closure. I have uploaded evidence in the attachment. The casino refuses to cooperate and will not block my account or refund my €40. I am from Germany, not Puerto Rico, which cannot be set at the top.

Automatic translation:
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2 months ago

Dear HAL9000,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience.

First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances

(after the cooling off period and this cannot be done for players who are addicted/with gambling problem).

  • Do I understand correctly the only reason for your account closure was a 'bad experience'?
  • Could you please clarify if you wish your account to be closed again?
  • Could you please clarify the circumstances under which your account has been reopened?

Thank you very much in advance for your reply.

Best regards,

Tomas

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2 months ago
Translation

My account was not closed, never, although I wished it would be, I was still able to deposit money.

Automatic translation:
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2 months ago
Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

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2 months ago
Translation

English:

Your response unfortunately misses the main point of my complaint. My concern is that my account was not suspended in a timely manner, even though it should have been. Additionally, I was able to make deposits despite the account being blocked, which should not have been possible. This specifically concerns the €40 deposit, which I would like refunded.

Instead of addressing the main issue, your response distracts from it and fails to address the core reason for my complaint. It is important that the casino understands that the delayed implementation of the block is the main issue of my complaint. Therefore, I am requesting a refund of the €40 and expect that the account will not be permanently closed until this is resolved.


English:

Your answer unfortunately does not address the core of my complaint. My problem is that my account was not blocked in a timely manner, although this should have happened. Moreover, I was able to make deposits despite the blocking, which should not have been possible. In particular, this concerns the deposit of 40 €, which I want back.

Instead of addressing the main issue, your response is a distraction and does not address the main reason for my complaint. It is important that the casino understands that the delay in blocking is the main issue of my complaint. Therefore, I demand a refund of €40 and expect that the account will not be permanently closed until the issue is resolved.

Sincerely,


French:

Votre réponse passe malheureusement à côté du point principal de ma réclamation. Mon souci est que mon compte n'a pas été bloqué à temps, bien qu'il aurait dû l'être. De plus, j'ai pu effectuer des dépôts malgré le blocage du compte, ce qui n'aurait pas dû être possible. Cela concerne notamment un dépôt de 40 €, dont je demande le remboursement.

Au lieu de traiter le problème principal, votre réponse le contourne et ne traite pas la raison principale de ma réclamation. Il est important que le casino comprenne que le retard dans la mise en place du blocage est au cœur de ma plainte. Par conséquent, je demande le remboursement des 40 € et m'attends à ce que le compte ne soit pas définitivement fermé avant que cela ne soit résolu.

Cordialement,


Ihre Antwort geht leider am eigentlichen Kern meiner Beschwerde vorbei. Mein Anliegen bezieht sich darauf, dass mein Konto nicht rechtzeitig gesperrt wurde, obwohl dies hätte geschehen müssen. Zudem konnte ich trotz einer Sperre weiterhin Einzahlungen vornehmen, was nicht hätte möglich sein dürfen. Insbesondere betrifft dies die Einzahlung von 40 €, die ich zurückerstattet haben möchte.

Anstatt auf das Hauptproblem einzugehen, wird in Ihrer Antwort abgelenkt, ohne den eigentlichen Grund meiner Beschwerde zu erfassen. Es ist wichtig, dass das Casino versteht, dass die verspätete Umsetzung der Sperre der Hauptgrund meiner Beschwerde ist. Daher fordere ich die Rückerstattung der 40 € und erwarte, dass das Konto nicht endgültig geschlossen wird, bevor dies geklärt ist.

With friendly people,

Edited
Automatic translation:
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2 months ago

Thanks both parties for the response. I apologize for not replying sooner.

Dear HAL9000,

As mentioned earlier a simple account closure request doesn't imply player protection. The player is responsible for their account, active balance, and all bets taking place until he informs the casino about a gambling problem. Consequently, we can't argue in your favor by asking for a refund.on your behalf based on the previously disclosed information.

If you believe you need protection from further gambling, I would recommend several resources to take advantage of.

As a player from Germany your first option is to register using OASIS https://rp-darmstadt.hessen.de/sicherheit-und-kommunales/gluecksspiel/spielersperrsystem-oasis scheme to protect yourself from operators licensed under German license.

For operators licensed outside the German license, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool

This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here https://casino.guru/global-self-exclusion-initiative and about BetBlocker here https://betblocker.org/

BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods. 

Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.

Since your account in the casino is already closed permanently, and no refund can be requested, the complaint will be closed accordingly.

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