The player from Greece had been trying to close his casino account since 25/11/2023 and had experienced delays, which had caused financial losses. He had requested a refund of his deposits from the day he had requested the account closure. After multiple attempts, the player had informed the team that his account was finally closed. We had explained the difference between account closure and self-exclusion and had asked for further clarification, but without a response from the player, we had been forced to reject the complaint. However, the player had the option to reopen the complaint at any time.
Verde Casino - Player struggles to close the account.
Amount: ??
Verde Casino
Safety Index:Very highSafety Index
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9.2
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
10 months ago
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10 months ago
Translation
Hello, I am experiencing a problem with this particular casino. Since 25/11/2023, I have been trying to permanently close my account, but they will not do it. They keep replying, "Your request will be processed in the next business days". As a result, I am losing money and facing a financial problem. I request a refund of my deposits since the day I asked for my account to be closed until today.
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10 months ago
Dear Kouratzina,
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 a gambling problem).
Could you please specify the reason for closing your account? Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is veronika.l@casino.guru.
Thank you very much in advance.
Best regards,
Veronika
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10 months ago
Translation
Hello, yesterday my account was closed after so many attempts
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10 months ago
Thank you for the information. Can I consider your issue resolved, or is there anything else we should help you with?
Please note that we can only assist you in receiving a refund of your deposits if you have requested self-exclusion due to gambling addiction and the casino has disregarded your request.
