The player from Germany requested multiple account closures due to high deposits and ongoing losses, but the casino ignored her requests. She also inquired about fair bonuses and experienced difficulty in cashing out despite significant betting, while her refund request was denied based on the terms and conditions. The Complaints Team was unable to investigate further due to her lack of response to inquiries, resulting in the rejection of the complaint.
Posido Casino - Player’s account closure request is ignored.
Closed
Our verdict
Player stopped responding
Amount: €40,000
Posido Casino
Safety Index:Very highCase summary
Discussion
Public
Public
10 months ago
Translation
I've requested multiple account closures because my deposits are extremely high and I'm experiencing significant losses. The casino has ignored my closure request.
I also asked for fair bonuses, as I was paying around €5,000-8,000 a month. You only get bonuses if you bet, and the chance to cash out is almost impossible. I asked for a refund because it was quite noticeable: no matter how high the bet was, I couldn't even win.
The refund was denied because I agreed to the terms and conditions.
I'm not getting my money back, nor am I getting any large bonuses to increase my chances of losing money, so that the loss might not be too high. When I've asked about bonuses or closure, I've either not received a response or am always being put off.
Automatic translation:
Public
Public
10 months ago
Dear Emi124,
Thank you very much for submitting your complaint. I'm sorry to hear about your problem.
First, I’d like to clarify the difference between account closure and self-exclusion:
- Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
- Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).
Could you please specify the reason for closing your account? Additionally, would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at veronika.f@casino.guru.
Thank you in advance for your cooperation.
Best regards,
Veronika
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