Posido Casino - Player's account has been accessed despite self-exclusion.

violation of term of self exclusion.

On 31/05/2025, i regain access to my account to posido casino.However i requested,succesfully, self-exclusion on 16/05/2025, for reasons of addiction, as i explained.I would like to have my account permanently closed and also asked what happens with my recent deposits?

Hello,

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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Thank you for your patience, and stay safe.

It was self exclusion for reasons of addiction.I have sent the relevant mails.

Thank you for your emails.

Have you confirmed your decision to close the account as requested in the email you received from the casino customer support on 16 May?

Thank you for your response.

I would like to clarify some things : I did not realize that a separate confirmation was required after submitting my initial self-exclusion request. My intention was clear :I reached out asking to be excluded for reasons of addiction, and I assumed the process was active once I sent that message.

In fact, I only found out later that they had asked for confirmation, buried in an email I didn’t see in time. Unfortunately, they left my account fully open, which allowed me to deposit and lose money after explicitly asking for help(At least my account could have undergone under a regime of temporary supervision, or temporarily freezed or anything else till things become clear).

What’s especially concerning is that when I sent a second exclusion request a few days later, they banned my account immediately without asking for confirmation(as you can clearly see at the mails i sent). That inconsistency strongly suggests that they could have (or should have) acted on my first request too.

I believe this situation goes beyond a technical confirmation step and raises real concerns about how the casino handled their responsibility to protect a player who clearly expressed harm.

After carefully reviewing your case, I regret to inform you that we are unable to proceed with your complaint, as it does not meet the necessary criteria for a refund.

According to the information available, when you initially requested self-exclusion in May, the casino responded by asking for confirmation of your decision. Unfortunately, this confirmation was not provided at the time, and as a result, the self-exclusion process was not properly completed.

It appears that your self-exclusion was only fully processed two months later, when you submitted a new request in July. The casino then promptly closed your account in response.

While I fully understand your frustration, it is important for players to follow all steps required by the casino to ensure that the self-exclusion process is successfully implemented.

For this reason, I must reject your complaint as unjustified.

I hope this clarifies the situation. Thank you for your understanding.

Best regards,

Veronika

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