Verde Casino - El jugador tiene dificultades para cerrar la cuenta.

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.

Γεια σας αντιμετωπίζω πρόβλημα με ατο συγκεκριμένο καζίνο προσπαθώ απο 25/11/2023 να κλείσω οριστικά το λογαριασμό μου και δεν το κλείνουν μου απαντούν συνέχεια «το αίτημα σας θα διεκπεραιωθεί τις επόμενες εργάσιμες ημέρες» με αποτέλεσμα εγω να χάνω χρήματα και να αντιμετωπίζω οικονομικό πρόβλημα να μου επιστρέψουν πίσω τις καταθέσεις μου απο τότε που ζήτησα να κλείσει ο λογαριασμός μου μέχρι και σημερα

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

Hello, yesterday my account was closed after so many attempts

Γεια σας χθες έκλεισε ο λογαριασμός μου μετα απο τόσες προσπάθειες

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.

Dear Kouratzina,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.