The player from Germany files a complaint against Poseidon Casino for failing to close her account after multiple requests due to her gambling addiction. Despite her explicit requests for account closure, she continues to access her account and make deposits, leading to further financial losses. She seeks clarification on why her account was not closed promptly and what measures the casino will take to address her situation.
Posido Casino - Player requests a refund of the deposits made after requesting self-exclusion.
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6d 20h 53m 45s
Posido Casino
Safety Index 8.0 HighCase summary
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3 weeks ago
Translation
Dear Casino Guru Team,
I hereby wish to file an official complaint against Poseidon Casino.
I have repeatedly and explicitly requested that the casino close or permanently block my player account due to my gambling addiction. Despite these clear requests, my account was not closed in a timely manner.
Even after I requested this, I was still able to log into my account and make further deposits. This allowed me to continue gambling and suffer further financial losses despite my explicitly disclosed gambling addiction.
I find it particularly problematic that my repeated warnings about my gambling addiction were apparently not addressed promptly and appropriately. Especially after I made it clear that I wanted my account closed for reasons of player protection, further use of the account should have been prevented.
I therefore ask Casino Guru to carefully examine this case and request a statement from Poseidon Casino.
In particular, I request clarification on the following points:
When and how my requests to close the account were received by the casino.
Why my account was not immediately closed or blocked despite multiple indications of gambling addiction.
Why I was still able to make deposits and play after my requests.
What measures the casino is now taking to adequately assess the damage and the situation.
I can provide relevant messages, emails and evidence of my requests to close the account as well as the subsequent deposits.
I request a careful review of my complaint and assistance in resolving this matter.
Best regards
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3 weeks ago
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.
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3 weeks ago
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.
- When was the last time you deposited funds into your casino account?
- Could you please forward me the original email containing your account closure request from 8 April 2025, along with the casino’s response and any subsequent communication regarding your self-exclusion? My email address is veronika.f@casino.guru. Please include the complete email threads rather than just screenshots.
- How many times was your account reopened, and how did you find out that your account had become accessible again?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply and cooperation.
Best regards,
Veronika
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2 weeks ago
Thank you for your emails.
Did you receive any responses to the self-exclusion requests you sent to the casino in 2025? If so, please forward me the responses you received, along with any subsequent communication with the casino.
Also, please specify whether your account was closed at any point between 2025 and the present. If so, please provide the dates of each period during which your account was closed.
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2 weeks ago
TranslationThe casino remained open from the very first email, but there was no response to any emails, except for the ticket number. But never a reply. I was able to deposit until May 26th, but now it's closed. However, I can't tell you exactly when it closed. I only just tried logging in now.
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1 week ago
TranslationI sent them another email; the casino is offering me a compensation payment of a smaller amount than requested.
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1 week ago
Thank you for your email.
After your initial account closure request was not honored, did you try contacting the casino multiple times through different communication channels to request self-exclusion or account closure?
Or did you continue making deposits and playing without making any further attempts to self-exclude after 8 April 2025?
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1 week ago
TranslationI repeatedly and explicitly requested the immediate closure of my account due to my gambling addiction. The account was not closed, and I received no response from the casino through any of the communication channels I used.
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yesterday
Dear Kathrin160584
Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej (matej.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.
No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.
I wish you the best of luck and hope your case will be resolved to your satisfaction soon.
Kind regards,
Veronika
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yesterday
Hello Kathrin160584, nice to meet you!
My name is Matej, and I will be assisting you with this case. I will do my best to help resolve the matter as soon as possible.
Thank you for providing the requested information. At this stage, I have everything I need from you. You do not need to send any additional information or documents unless I contact you and specifically ask for them. For now, please wait while we investigate the case.
I would now like to invite a representative of Posido Casino to join this conversation and participate in the investigation.
Could the casino representative please provide more details as of what seems to be the issue with the self-exclusion, and submit all relevant supporting evidence?
Any sensitive information or internal system records may be sent directly to me by email at matej.l@casino.guru.
Thank you for your patience and cooperation.
