The player from Germany had requested an immediate account closure due to gambling addiction but had been given incorrect email addresses twice. After sending an email to what she believed to be the correct address, she had not received any response. The Complaints Team intervened by confirming the correct email address for her self-exclusion request and facilitated communication with the casino. Eventually, the casino acknowledged her request, processed her self-exclusion, and refunded her deposits. The issue was resolved successfully, and she expressed gratitude for the support she had received. After another instance of the player's account being reopened, the casino successfully closed the account and refunded the player's deposits. The complaints team closed the complaint as resolved.
Posido Casino - Player’s account closure request is unaddressed.
Case closed
Amount: €2,500
Posido Casino
Safety Index:Very highCase summary
Translation
Good morning. At the casino mentioned above, I requested an immediate account closure due to gambling addiction via live chat. They told me that this could only be done via email. I was provided with an incorrect email address twice. Screenshots were taken. An email was sent to what I hope is the correct address. But there has been no response.
Hello Kora76,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Posido Casino. Please allow me to ask you a few more question before we would move forward.
- Could you please advise which date is this chat from?
- Is there any chat which can prove that they have provided the wrong e-mail?
- When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
TranslationHello Nick. Yesterday I contacted you via live chat for the first time. I was informed that my account can only be closed via email. The email address was Unfortunately, I don't have a screenshot of this, i.e. from yesterday. I also sent 2 emails to this email address. As an automatic reply, I received an email saying that this email was wrong (see screenshots). , the email address that I found on the website, I sent another email tonight at 0.01 a.m. with the request to close my account immediately due to gambling addiction. Since I still haven't heard anything by midday today and have lost €1650 since last night, I tried again to close my account via live chat. Again I was told that this only works via email. This time I received the email address received. This time I took a screenshot. Again, send it to the correct email address on the Internet to close the account. My account is still open and support has not yet contacted me. I asked them to close my account immediately and refund the money I have lost since my first request to close the account. Unfortunately, still no response. I am happy to upload my emails/screenshots here and hope for your help.
The last contact again via live chat was just now, at 7:19 p.m. I was again informed that an account closure can only be done via email. And again I was given an incorrect email address. This time I took a screenshot....
Thank you!
TranslationNow, after I told the employee in the live chat that this email address was not working, I was given a new email address. V . I have now sent my email from last night here too, requesting that my account be closed immediately and that the deposits be refunded... This email address is also wrong!
TranslationTranslationMy account is still not closed and I can continue playing... Despite another email and contact in the live chat
Translation26.01.2025, 1.25h: I have an email from received in English, as there was no German speaker available (there is never any in the live chat either, but luckily they use a translator there). Although I had told them countless times that I was addicted to gambling, they asked me seriously whether I really wanted to close my account. I was also told that my credit would then be gone..... Since I have no credit on my account or in my account, I confirmed at 7.24am that my account would be closed immediately, permanently and irrevocably. My request for the deposits since the application for account closure was made was not processed....
Translation26.01.25 17:20h: My account is still not closed
TranslationHi Nick. I really need help! They just don't close my account and I deposit and play.....
TranslationTranslation01/27/25 6:46am: My account is still open. I have now deposited over €2300.
Translation01/28/25 6.25am my account is still not closed!
Translation29.01.2025 7.06h: my account is still open
Translation30.01.25 10.47am my account is still open! I have also sent many emails in the last 24 hours to close my account. No response!
Hello Kora76,
Based on all the evidence you provided, the first correct e-mail you sent to the casino was on 28.1. - all the previous ones where non existing and honestly I have no idea where did you even get them as they are not stated on the website or anywhere else.
As a self-exclusion is not instant, due to that the casino has to process it, your account should be excluded today or in next day.
Unfortunately, there is no possible way to refund any deposits as you have forwarded your request to incorrect e-mail addresses.
Let us know if your account gets closed within the next 24 hours.
Regards,
Nick
TranslationHello Nick. Please tell me which email address I need to use to send a self-exclusion? The email address I received in the live chat (see screenshots)? Or the one on the casino's website (see also screenshot)? Or the one that does not respond ? I wrote to ALL email addresses and asked them to close my account due to gambling addiction! And you tell me I used a wrong email address? I got it from the live chat!!!
TranslationWhy is a player with gambling addiction not given the correct email address by live chat???
TranslationWell, I have to admit that I am very disappointed with your answer..... I contacted live support for the first time on January 24th. I would expect that with good support, they would give me the correct email address to send my self-exclusion to? Right? This did not happen! There is an email address on the casino website that is apparently not correct either! Apparently I used the correct email address on January 28th... I don't know which of the many it is. Perhaps you could tell me. Today is January 31st, however, and my account is still open. I don't know what this has to do with player protection.
I thought you guys at Casino Guru were neutral? Unfortunately, I don't feel like I'm in good hands this time. Well... there's nothing you can do.
TranslationGood morning. Of course my account is not closed yet
TranslationLet me summarize everything again because I have the feeling that I am not understood.
On January 24, 2025, I reported in the Posido Casino live chat that I was addicted to gambling and asked them to close my account immediately. I was told that an account closure could only be done by email to the email address " " would be possible. I contacted this email address on 24.01.25 at 23:57h, and again at 0.01h. On the casino website itself, the email address is " " to which you should send the self-exclusion request, which, as stated on this page, will be processed within 24 hours! I sent emails to this email address on January 25, 2025 at 0.02 a.m., 12.25 p.m. and 4.51 p.m., requesting that my account be closed due to gambling addiction! I contacted Live Support again, requesting that my account be closed, as they did not respond via email. On January 25, 2025, Live Support then gave me a different email address: . I contacted them at 7:03 p.m.! At 7:09 p.m. I received an automatic reply for the first time saying that my message had been received and that they were taking care of it. On January 26, 2025 at 1:25 a.m. I then received a message from Natasha (Posido)
"Dear.....Thank you for contacting our support team. We hope this email finds you well.We sincerely apologize, but at the moment, we do not have any native speakers available to respond to your message. In our effort to respond to you promptly, we will be addressing this reply in English. Thank you for your understanding.We would like to inform you that, in conformity with our Terms and Conditions, any balance in your game account will be voided during the process.Please, confirm your decision and acknowledgment by replying to this email.Our Casino is fully committed to supporting Responsible Gambling initiatives and encourages you to find information about Responsible Gambling at the websites of the organizations below. Apart from professional help, you will also find applications, which, when downloaded, limit your access to gaming.https://responsiblegambling.org/ https://www.gamblersanonymous.org.uk/https://www.gamblingtherapy.org/https://www.betfilter.com/https://www.gamcare.org.uk/If you have any additional questions, please, do not hesitate to let us know. Best Regards, Customer Service"
Just a few hours later, on January 26, 2025 at 7:24 a.m., I replied to this email with another request for immediate and permanent account closure! As of now, February 1, 2025, 9:01 p.m., my account is still not closed.
To date, I have sent countless emails to the email addresses given to me and those on the casino website, but no one has responded. I am again attaching screenshots that prove that I was given incorrect email addresses, as well as a screenshot of the posido casino website, which shows the email address for self-exclusion and that the transaction will be processed within 24 hours! What else should I do??? That's why I contacted Casino Guru. Firstly, for help closing the account, and secondly for support in getting the deposits back. It says quite clearly on the casino website that the transaction will be processed within 24 hours!! I've definitely lost more than €4000 by now! That has absolutely nothing to do with player protection!!!
Translation03.02.2025 7.11am My account is still not closed. That was probably nothing... Within 24 hours as it says on the casino's website. It's been 6 days now!
Translation04.02.2025 6.20h my account is still not closed
Translation05.02.2025 9.16h nothing happens when closing the account
Translation05.02.2025 15:21h. My account has now been closed. Deposits since the first request to close the account: €5070..... After deducting the processing time of 24 hours, there are still deposits of €4780 left!
Thank you Kora76 for all the information provided. I will now forward your complaint to my colleague Michal (michal.v@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Hello Kora76,
My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.
I would like to request the presence of a representative from the casino in this conversation.
Dear Posido Casino,
Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.
Thank you in advance.
Respectfully,
Michal
Hello Kora76,
We would like to let you know that we have sent an email to you.
We are waiting for your update.
Best regards,
Posido Casino.
TranslationHello Posido Casino,
have replied to your email.
Kind regards, Kora76
TranslationDear Michal. The casino made me an offer of 50% of my deposits. As a counter offer, I first made them €4530 with the consideration that my self-exclusion would be processed within 48 hours. Since I also wanted to accommodate the casino, my second offer was €4000. This means that the casino would have had a 3-day processing period. That would be more than fair! I am excited to see what the casino will decide.
Kind regards, Kora76
TranslationUnfortunately, the casino has not responded for over 24 hours!
Dear Kora76,
I appreciate your frequent updates regarding your case. Can you confirm for me once more, what was the total amount of deposits that you made on and from the 28th of January? Did you also make any withdrawals during this period?
Translation4530€ from 28.01.2025. I have not made any withdrawals... Kind regards
Dear Posido Casino,
Since it was established that the player sent an email to the correct email address on the 25th of January, I believe that the player should be refunded all of the deposits made on and from the 30th of January, if we take into account the timeframe needed for the casino to process the self-exclusion request (we are talking about working days of course). Can you refund this amount to the player so we can close the complaint as resolved?
TranslationHello Michal. Unfortunately, the casino has been ignoring me since my counter offer. So far, no further response from the casino via email since February 12, 2025, 1:38 p.m.... Today is February 21, 2025, 9:00 p.m.
TranslationAnd now? The casino doesn't seem to be interested in a solution.....
Dear Kora76,
I am trying to reach the casino outside of this thread. I will be informing you of any developments. I thank you for your patience until now.
Hello All,
We are aware that this case has been going on for some time. We do not mean to keep anyone waiting.
However, we kindly request to please give us some more time as we are checking this case with our relevant team and we will share an update at the earliest as possible.
Thank you so much Kora76 and Casino Guru for being so patient with us! We really appreciate it.
Best whishes,
Posido team.
TranslationDear Posido Casino Team. Unfortunately, I suspect that you are not interested in finding a solution. On February 12, 2025, I made you a counter offer to yours. I have not heard from you since. This is just a waste of time.
TranslationNow we wait another 6 days and what will happen? Nothing....
TranslationDear Posido Casino.
If you are not really interested, please just let me know. This will save us all a lot of time. If you are interested in a solution, I look forward to receiving an offer. Kind regards, Kora 76
Dear Kora76,
We have agreed with your latest offer we have sent you the email requesting you for your bank details.
Once we receive your details as requested to you via email we will proceed with the request. Thank you!
Best regards,
Posido Casino.
Thank you, Posido Casino, for this positive update.
Dear Kora76,
Please proceed according to the casino's instructions.
TranslationDear Posido team, thank you for your approval. As soon as the money has arrived in my account, I will of course withdraw my complaint.
Dear Michal. Thank you very much for your support. I followed the casino's instructions. As soon as the money arrives in my account, I will let you know immediately! Thank you so much!
Dear Kora76,
I will be waiting to hear the good news from you. I will keep the complaint open until then.
TranslationDear Posido Casino team, thank you for considering my proposed solution. You were truly accommodating! Thank you so much!
Dear Michal, I would like to withdraw my complaint or report it as resolved and give the casino a positive review. Although everything took quite a while, the casino was very accommodating and fulfilled my request! The money has now been credited to my account in full.
Many thanks again to the casino team and of course to you for your great support!!!
Kora76
Dear Kora76,
We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.
As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Michal V
Casino.Guru
We’ve reopened this complaint at the request of Kora76. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
Dear Posido Casino,
I have been informed by the player that her account has been reopened yet again, and she is now facing issues regarding the account closure. Could you give us an update regarding this?
TranslationGood morning, dear Michal. Thank you so much for the reopening!
Since October 27th, I have been trying again to permanently and irrevocably close my account. However, there has been absolutely no response from the casino. I only became aware of the casino again because, after not hearing anything from them for a while, I received bonus offers via email.
On October 27th, an email was sent to the address that support had provided me with. support@posidobet.com Regarding account closure
Since October 30th, I have been trying to access my account using the email address listed on the homepage. support@posido158.com , to close I have now deposited a total of €1895... and still no one has responded!TranslationI received the following message today, November 3, 2025, at 5:11 PM: November 2025, 6:11 PM OE
Good day A*****,
Thank you for contacting our Posido customer service.
First, we would like to inform you that we operate in accordance with the licensing regulations and meet all requirements of the supervisory authority.
Furthermore, we would like to draw your attention to the following point in the General Terms and Conditions, which you can find at the
By creating your account on our website, you agree to the following: 6.6.2 A refund is not possible once the deposit in question (or the associated bonus) has been used for a bet.
We would like to inform you that, according to our terms and conditions, your gaming account will become invalid during this process.
Please confirm your decision and your consent by replying to this email.
Our casino supports responsible gambling initiatives and encourages you to learn more about responsible gambling on the websites of the organizations listed below. In addition to professional help, you will also find applications there that restrict your access to gambling.
https://responsiblegambling.org/
https://www.gamblersanonymous.org.uk/
https://www.gamblingtherapy.org/
If you have any further questions, please contact us by email. vip@Posido.com or via live chat.
Best regards,
Jessie
Posido VIP Customer Service
My immediate reply was: Hello Jessie.
Nine months ago, I asked you to close my account immediately, irrevocably, and permanently due to gambling addiction. On January 29, 2025, at 10:13 PM, I requested via email that you close my account immediately and irrevocably!
If you can't find this email, please check Casino Guru. I've uploaded everything there. My account shouldn't have been opened again, especially not automatically.
Yes, I still demand that you immediately, irrevocably, and permanently close my account due to gambling addiction. I also demand that you immediately refund my deposits totaling €1895. Simply reopening an account has nothing to do with responsible gambling on your part!
Sincerely, A***** *******-*****
TranslationHello Michal,
Despite my response to the casino, my account is still open.
Please increase the amount in dispute to €1895, if possible, as I have already made these payments.
Thank you very much!
TranslationAnd I still have full access to my account.
TranslationAnd I deposited another €400. Now we're at €2350 😕
TranslationAnd I deposited another €200. So, I've deposited a total of €2550. Now, with a balance of €200, my account has been closed! 🙄 Unbelievable!
Dear Kora76,
Thank you for your patience. We would like to inform you that your account is now closed.
We kindly inform you that we are currently reviewing your request and the appropriate department has been notified and is actively addressing the matter regarding your case .
Moreover, we would like to assure you that we will notify you promptly once there is an update.
Kind Regards,
Posido Casino Team.
TranslationDear Posido Casino Team.
Is this a stalling tactic, or is something else going to happen?
TranslationGood morning, dear Posido Casino. Thank you for your patience? I have none left. I don't know why you're dragging everything out so long!
TranslationGood morning Michal, I just received the following message from the casino:
"Hey XXX
Thank you for your message. I understand you're going through a difficult time, and I'm sorry to hear you're feeling this way. We've already closed your player account!
Please note that all deposits and bets are voluntary and we as a casino cannot refund any lost amounts.
However, responsible gaming is very important to us.
In addition, there are independent aid organizations that offer support for players:
:small_blue_diamond: Gamblers Anonymous
:small_blue_diamond: GamCare
:small_blue_diamond: BetFilter
:small_blue_diamond: Gambling Therapy
Please let me know if there's anything else I can do to help. Your mental and financial health is paramount, and I strongly encourage you to gamble responsibly.
Best regards,
Jonny
VIP Manager
Posido"
I find this outrageous. In my opinion, my account should not have been reopened after I requested its permanent and irrevocable closure in January 2025, especially not automatically!
Dear Kora76,
We sincerely apologize for the inconvenience.
After consulting with the relevant department, we have agreed to refund the amount you deposited once your account is reopened.
Additionally, we will send you an email requesting your bank details so we can process the refund smoothly.
Thank you for your patience and understanding.
Kind regards,
Posido Casino .
TranslationDear Posido Casino Team, I'm so glad you've reconsidered. I've sent you the requested information via email. Now I'm just waiting for the refund. Thank you very much.
TranslationGood morning Michal.
Of course! Best regards
TranslationGood morning, dear Posido Casino team. The money has arrived in my account. Thank you for bringing this matter to a positive conclusion, but I also hope that my account with you will remain permanently closed!
Dear Michal, thank you again for your fantastic support!!!
I hope we won't hear from each other again so soon 😉. All the best to you!!
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Kora76,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Michal
