Posido Casino - Player is unable to self-exclude successfully.

Hello, I have tried to self-exclude several times and my self-exclusion proposal has always been denied, sometimes giving me 50x casino bonuses that are worthless and other times they simply do not answer, since I tried to self-exclude for the first time until now I have spent a lot of money, I would like them to return that money I have spent more than € 3000 because these people do not self-exclude me in any way and they self-exclude me once and for all, and when I have tried to make a withdrawal, they have washed their hands until I have spent the withdrawal money, it is incredible how they have it set up

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 I can better understand the situation.

• Do I understand correctly that the casino follows up your self-exclusion requests with questions about the reasons why you requested self-excluion?
• Have you ever given reasons for self-exclusion that would indicate you have lost control of your gambling, or are suffering from any gambling problems, or gambling addiction?
• Could you please advise when was the last time the casino allowed you to deposit?
• Have you unsubscribed from receiving marketing communication from the casino?

If you believe you are in a vulnerable state, I would recommend that you send another self-exclusion request, but this time, include me in the copy of your email.

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Posido Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to the email of support email (you can include me in the copy at tomas@casino.guru) and keep me informed about any further developments.

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

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Stay safe.

Hello, the day before yesterday I was still depositing money. I have always told them that their withdrawal methods are very negative. They never do them and you end up spending the money and they convince you to stay by giving you more casino bonuses. Yesterday they told me that they would look into it to close my account, but it is still open. I have spent a lot of money since the first time I tried to close my account a month ago.

They have been sending me all these SMS and many more emails since I wanted to close the account, in addition to convincing me with casino bonuses so that I don't close it. Yesterday we agreed that they would close it today. I just received another SMS with a promotion.

Thanks for your reply and for sharing information.

• Have you sent the casino the self-exclusion request I recommended? Have you disclosed your gambling problem to the casino?
• Has the casino closed your account?
• Could you please share your communication with the casino where the casino agreed to close your account?

Please share any supporting communication regarding the issue with me at tomas@casino.guru

Looking forward to your reply.

Hi, the casino has closed my account, or so I think. But it's been over a month since the first time until now, and I've spent a lot of money. I'd like at least half of it back. I don't even want to check that they've closed it. I haven't tried to log in for a few days. I don't want to check because if they haven't closed it, I'll spend more money. Is there any way to recover some of the money I've put in since the first day I told them to close my account?

Hello? If you can't help me, please tell me where I can go to file a complaint. I have enough evidence to prove that I was encouraged to gamble in exchange for not closing my account for over a month, which has cost me so much to do. This is the first time that self-excluding myself from a casino has cost me so much, and I want to file a complaint and try to recover some of the money I lost this month.

Thanks for your reply.

We unfortunately pursue only cases where players disclose gambling problems to the casino and the casino fails to protect them. Since you previously didn't disclose any similar reasons to seek player protection, we can't pursue a partial or full refund of your lost deposits.

If you wish to pursue the complaint further, I would recommend following the casino's dispute procedure: https://posido862.com/en/rules point 13.

If not successful, you may wish to try to submit a complaint to the casino's regulator.

You can find more information about the casino's regulator and how to file a complaint in the following articles:

https://casino.guru/licensing-authorities/comoros-license

https://casino.guru/guide/submitting-complaints-to-regulators

Since you confirmed the casino closed your account, we can no longer assist you further. Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.