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.

Hello Veronika ,

Tahnk you for your reply.

I sent you a mail with the information.

Dear Cosmy

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin (martin.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello Cosmy,

I am sorry to hear about the situation. I am Martin, and I will be taking care of your complaint from now on. I would like to invite the Posido Casino representative to join the discussion.

Dear casino representative,

could you please review the player’s second account and clarify when the self-exclusion request submitted on 15 June 2026 was received and when the account was restricted or closed?

Please also let us know the date when the account was opened along with a transaction history covering the period from the self-exclusion request until the account’s closure.

As the player held two accounts under different email addresses, please confirm whether their remaining personal information matched and how the accounts were linked within your system.

Thank you in advance for your cooperation.

Dear all,

Thank you for contacting us.

We kindly inform you that we reviewing your case with the relevant department.

Moreover, we would like to assure you that we will notify you promptly once there is an update.

Kind regards,

Posido

Dear casino representative,

thank you for your response, we will be awaiting the results of your review.

Dear All,

We are currently finalizing the collection of the requested information to provide you with a formal response regarding your complaint.

Consequently, we respectfully request additional time to complete our review.

We remain committed to resolving this matter as swiftly as possible and appreciate your continued patience and understanding.

Kind Regards,

Posido Casino Team

Dear casino representative,

thank you for your message, we will be awaiting the finalized review. I am extending the timer by further 7 days.

Dear Cosmy,

thank you for your patience. In case there are any new developments from your side, please do let me know.

Dear All,

Following a thorough review with the relevant department, we would like to clarify the timeline of events, address the duplicate account issue, and present our proposed resolution.

Our records confirm that the player initially requested self-exclusion on 21/04/2026, at which point the account was closed. However, on 11/06/2026, the account was unfortunately reopened due to a system error. More recently, we received another self-exclusion request from the player on the 15th of june, and the account was permanently closed on the 17th.

Regarding the secondary account, our investigation confirmed its existence and noted that it has already been closed for some time. Because the email address on that account differed from the primary one, our system failed to automatically flag it as a duplicate. Please be assured that we strictly prohibit duplicate accounts and are actively refining our system detection to prevent this from happening again.

To resolve this matter and make things right regarding the period the account was erroneously reopened, we would like to propose a refund of 1,350 EUR to the player. We also want to firmly assure both the forum community and the player that all associated accounts will remain permanently closed.

We want the player to let us know if they accept the refund offer. Thank you for your assistance and patience while we investigated this case.

Kind regards,

Posido Casino Team

Dear All ,

I would also like to draw your attention to the attached screenshot from your live chat. Your own customer support representative explicitly confirmed: "as per the administration’s decision, your account was opened."

I have retained the chat conversation with your support team in which it was explicitly confirmed to me that this second account was opened by a decision of the administration. I did not request for this account to be reopened.

For this reason,the proposed €1,350 refund how this amount was calculated?

Could you please explain how you calculated the proposed €1,350 refund?

Dear casino representative,

thank you very much for your update and your willingness to resolve the issue amicably.

Could you please confirm the origin of the 1350 EUR amount? Am I correct to assume this represents the value of losses after the primary account's reopening?

If that is the case, we believe we also need to investigate the circumstances of the duplicate account. We agree with the general multi-accounting rules found in most casinos, but we also believe sufficient responsible gambling safeguards should be in place for excluded players. Could you therefore provide us with a system screenshot showing all personal details entered during account creation of both accounts? Additionally, are there any other datapoints which could match the accounts, such as payment methods, device hash, IP address etc.?

As this information may contain personal data, it can be sent privately to martin.l@casino.guru.

Dear all,

Thank you for the patience.

We sincerely apologize for the initial miscommunication.

Upon recalculating the player’s activity starting from April 22nd—the day immediately following their self-exclusion request—the total net loss stands at 1,060 CHF. Because no withdrawals were executed during this period, this amount reflects the total net deposits made. We are fully prepared to issue a refund of 1,060 CHF to account for these transactions.

Kind regards,

Posido

Dear casino representative,

Thank you for your message.

Could you please clarify which account the proposed CHF 1,060 refund concerns? Am I correct to understand that the account involved in the player’s earlier complaint was already resolved, while this complaint concerns the second account registered under another email address?

Please confirm whether the CHF 1,060 calculation relates exclusively to the second account. It would also be immensely helpful if the casino could provide both the first and second account’s full transaction history.

The supporting records may be sent privately to martin.l@casino.guru.

Dear Cosmy,

To ensure that we correctly distinguish the two accounts and the two complaints, could you please provide a complete timeline of the issue? For each account, please approximately state the dates of any closure or reopening, when you deposited or played afterward, the losses you are claiming, and any refund already received. Approximate dates are sufficient if you do not remember the exact ones.

Most importantly, please confirm whether the account from the earlier resolved complaint was reopened again afterward and incurred new losses, or whether all losses claimed in this complaint occurred only on the second account.