Verde Casino - Учетная запись игрока остается открытой, несмотря на запрос о самоисключении.

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.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

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 [email protected]. 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

Good morning,

I sent an email to the address indicated.

Thanks again

Greetings

Antonio

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

Good morning,

Keep responding superficially, end the conversation with best wishes for a speedy recovery, if that seems normal to you... You clearly have every means to see my account freeze request from September 11th. And you can check the dozens of reminders I've received. I was sent the form just a few days ago, which is actually just a form to stall, and it was immediately closed anyway. However, I have the various chats with three different operators confirming my request made on September 11, 2026.

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

I provided all the evidence to Casino Guru. I provided the chats from early October with VIP managers, where I said my account hadn't been closed for too long, and I had a clear gambling problem, and your failure to close my account had affected my life. You have these transcripts, and you know how many times I've asked. I no longer intend to waste my time with you. All you send are clauses that have nothing to do with the matter, mentioning limitations, etc. The problem is that it took you 45 days to block my account, and that's a crime. If Casino Guru can't help me, I'll consult a lawyer and file a lawsuit.

Greetings

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

Good afternoon,

The account must be blocked immediately, and no gambling limits should be offered when a gambling problem is raised. This seems to me to be a basic rule that you shouldn't underestimate.

Greetings

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

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.