Posido Casino - Player faces repeated breaches of self-exclusion.

Complaint: Repeated Self-Exclusion Breach and Unauthorised Reopening of Account

I am submitting this complaint regarding a serious failure by Posido Casino to properly enforce my self-exclusion request and responsible gambling protections.

In 2024, I requested self-exclusion from my account due to gambling addiction. This request was clearly made for responsible gambling reasons and is supported by email correspondence that I still have in my possession.

Despite this, my account was reopened in 2025 without my consent.

On 16 May 2025, I again requested self-exclusion / account closure due to gambling-related issues, which is also documented in my email communication with the casino.

However, the account was once again made accessible, and I subsequently received multiple promotional emails and offers encouraging me to return to gambling.

As a direct result of this failure to enforce self-exclusion safeguards, I was able to access the casino again and incurred losses of 350€.

I would like to note that I have retained all email correspondence with the casino regarding my self-exclusion requests, account closures, and related communications, which clearly demonstrate the timeline and my intent to exclude myself for gambling-related reasons.

Although I do not have screenshots of all transactions, I can provide proof of deposits through my bank statements and Skrill transaction history, which confirm the payments made during the relevant period.

I believe this represents a repeated breach of responsible gambling obligations, as my self-exclusion request was not properly enforced and marketing communications were still sent despite my restriction requests.

I am therefore requesting a refund of the 350€ lost after the most recent breach.

Thank you for reviewing my complaint. I am willing to provide any additional documentation if required.

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Hello,

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

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps if available, to my email at tomas@casino.guru. Any other evidence to support your complaint can also be included.
• When was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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