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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Current status
Waiting for player to reply
6d 23h 2m 7s
Posido Casino
Safety Index 8.1 HighCase summary
Discussion
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23 hours 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
Automatic translation:
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58 minutes 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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58 minutes 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
