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

Hello , 

I’m writing this complaint because a few weeks ago I’ve had a problem whit Posido casino due to my self-exclude account. I’ve had ask them a lot of time to close my account due to my gambling issues and they didn’t care. 

They closed my account after no more then 4/5 days they reopened and I’ve had possibility to gambling again.

I’ve had 2 accounts, one was resolved but the second no. So what can I do in this case ? 

Thank you for your understanding 

Best regards 

Cosmy 

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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 better understand your situation.

• Could you please specify when you created both of your accounts at this casino? Did you create your second account after your first account had been self-excluded, or was it created before the self-exclusion took place?
• Did you create your second account using the same personal information as your first account?
• Have both of your accounts been fully verified?
• Have you disclosed your gambling problems to the casino through your second account as well?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello Veronika,

Thank you for your reply.

Unfortunately, I do not remember the exact dates when I created either account, as both were created quite some time ago.

I used a different email address for the second account. Neither account was ever requested to complete identity verification.

I was struggling with gambling. On several occasions I asked the casino to close my accounts permanently. However, my accounts were later reopened, allowing me to continue gambling.

I have chat transcripts showing that I told the casino I had gambling issues, requested that my account be closed permanently, and questioned why it had been reopened without my permission. In the chat, the support agent confirmed that the account had been reopened "as per the administration’s decision" and apologized for the situation.

I can provide these chat screenshots as evidence if needed.

I have also had a previous complaint against Posido Casino involving another account, where they refunded my losses. In this case, despite the circumstances being very similar, they have refused to do so. I used a different email address for the second account. Neither account was ever requested to complete identity verification.

I was struggling with gambling and requested that my accounts be closed permanently. I also sent an email requesting the closure of my second account, but I never received a reply. Later, after i but the first complaint for the first account , the second account was closed .

I have chat transcripts where I told the casino I had gambling issues, asked why my account had been reopened, and requested that it be closed permanently. The support agent confirmed that the account had been reopened "as per the administration’s decision" and apologized for the situation.

Kind regards,

Cosmy

Thank you for your reply.

I have reviewed your other complaint concerning your account at Posido Casino being reopened. In that complaint, you stated that your account was reopened on 5 June and then closed again later that month, around 22 June.

Did you access your other account while your first account was reopened?

When exactly did you request that your second account be closed due to gambling addiction for the first time? Please forward me the account closure requests you sent to the casino from your second account, along with the casino's responses, at veronika.f@casino.guru.

Did you complete your profile truthfully and in full in both of your accounts?

Hello Veronica ,

thank you for your message.

I send you a email whit the details you asked me about it.

Thank you

Thank you for your email.

I would like to clarify the timeline of events.

• Am I correct in understanding that, while your complaint regarding the reopening of your @icloud.com account was being investigated, the casino closed your @yahoo.es account?
• Did you send any self-exclusion requests to the casino from your @yahoo.es email address?
• When exactly was your @yahoo.es account closed, and when exactly was it reopened?
• Am I correct in understanding that only your first account was fully verified, and that you never submitted any identity documents to verify your second account?

Thank you for your email.

I would like to clarify that I requested the closure of both accounts. However, only my @icloud.com account was closed when I submitted my complaint.

My @yahoo.es account remained open, and I was able to continue playing for several days. It was only closed later, after the complaint had already been submitted.

I also want to confirm that I sent self-exclusion requests from both my @icloud.com and @yahoo.es email addresses. However, I did not receive any response to the emails sent from my @yahoo.es account.

The only responses I received were for my @icloud.com account .

Throughout the investigation, my @icloud.com account remained closed.

Although I do not recall the exact dates, the casino should have full records of all actions taken. Because they reopened without my permission. Like I send to you the conversation that I had whit the support chat . ( the account was reopened by decision of administration) so they reopened my account because they wanted to eve though I told them that I have gambling issues…

Furthermore, I was not asked to verify either account and did not submit any identity documents for them.

Please let me know if any additional information is required.

Kind regards,

Cosmin 

Do you have any other emails that you sent to the casino from your @yahoo.es account requesting the closure of your account? If so, please forward me the complete, uncropped emails, preferably as .eml attachments, to veronika.f@casino.guru.

The one screenshot you have provided so far does not show the reason why you wanted to self-exclude.