Verde Casino - La cuenta del jugador permanece activa durante el período de autoexclusión.

I would like to file a complaint regarding Casino Verde.

I was in a self-exclusion status since October 2025. Despite this, I was still able to access my account, make deposits and gamble on the platform, which should not have been possible under responsible gambling rules.

I have verified through my bank statements that multiple deposits were made via a payment provider (EuPago) during November and early December 2025.

The casino later confirmed that my account was only blocked on December 10, 2025. This clearly proves that my account remained active and accessible during the self-exclusion period, which is a serious failure in their responsible gambling controls.

I contacted their support multiple times, but they refused any refund, relying only on their general terms and conditions, while completely ignoring the fact that I was self-excluded at the time.

This is not a case of normal gameplay responsibility. This is a failure of the casino to enforce self-exclusion measures.

I request:

- a full investigation of my account activity;

- confirmation of deposits made during the self-exclusion period;

- a fair resolution, including a refund of deposits made during that period.

I can provide full documentation, including proof of self-exclusion and payment records.

I believe this case clearly demonstrates a breach of responsible gambling obligations.

Thank you.

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 your complaint. I’m sorry to hear about your negative experience with Verde Casino. Please note your registration in SRIJ register won't have effect in online casinos not licensed in Portugal. Even offshore online casinos provide options to self-exclude for players suffering from gambling issues. If you have an account open in any online casino not covered under the SRIJ register, our recommendation is that you request a self-exclusion due to gambling issues by contacting support.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you informed the casino of your gambling issues? When?
• When was the last time the casino allowed you to deposit?
• When exactly was your account closed?
• Send relevant communication between you and the casino to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Greetings,Sofiasan

Thank you very much for your complaint, and we are very sorry to hear about your disease.

We will definitely investigate.

We can confirm, the account was permanently blocked due to gambling addiction on 10.12.2025 06:50:31 (UTC)

We would highly appreciate if you respond to the questions above from Tomas, especially this on: "Have you informed the casino of your gambling issues? When?"

Thank you for your cooperation!

Regards

Thank you for your clarification.

My self-exclusion was registered through the Portuguese gambling self-exclusion system (SRIJ) on October 29, 2025.

I understand that this self-exclusion may apply specifically to operators licensed in Portugal.

However, I note that Casino Verde only permanently blocked my account on December 10, 2025 for reasons related to gambling addiction concerns, which demonstrates that the casino has identified problem gambling risks.

I request a review of whether the casino acted appropriately in allowing deposits and gaming activity up to that date, despite subsequently deciding to block the account due to responsible gambling concerns.

If you believe that the casino failed or acted too late in applying responsible gaming measures, I request that a fair resolution be considered, including the possibility of returning deposits made during that period or other appropriate settlement.

Thank you for your clarification.

Obrigado pelo vosso esclarecimento.

A minha autoexclusão foi registada através do sistema português de autoexclusão de jogo (SRIJ) em 29 de outubro de 2025.

Compreendo que essa autoexclusão possa aplicar-se especificamente a operadores licenciados em Portugal.

No entanto, verifico que o Casino Verde apenas bloqueou permanentemente a minha conta em 10 de dezembro de 2025 por motivos relacionados com preocupações de dependência de jogo, o que demonstra que o casino identificou riscos de jogo problemático.

Solicito que seja analisado se o casino atuou de forma adequada ao permitir depósitos e atividade de jogo até essa data, apesar de posteriormente ter decidido bloquear a conta por preocupações de jogo responsável.

Caso entendam que houve falha ou atuação tardia por parte do casino na aplicação das medidas de jogo responsável, solicito que seja considerada uma resolução justa, incluindo a possibilidade de devolução dos depósitos efetuados nesse período ou outro acordo adequado.

Agradeço a continuidade da análise do caso.Obrigado pelo vosso esclarecimento.

Hello Sofiasan,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thanks for your patience and for both parties' responses.

Please note that the casino can close the players' accounts at any point for any reason. We can only ask the casino for a refund if we can conclude that you informed the casino of your gambling issues and the casino didn't act to protect you. The fact alone that your account was closed can't be used as a basis for a refund.

So far, there is little for us to confront the casino about, since the key information is missing. Kindly let me know whether and when you informed the casino of your gambling issues and provide evidence that you did. Without this information, the complaint can't proceed and will be closed.

Looking forward to your reply.

Dear Sofiasan,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.