Posido Casino - Player’s account was improperly reopened and funds confiscated.

Casino Reopened Closed Account and Sent Bonus on Payday – Request for Refund of $9,550 CAD

Between approximately March 3–6, I communicated with a VIP manager ("Max") at Posido requesting that my account be closed due to concerns about my gambling behavior.

During this time, I made multiple clear and urgent requests, including explicitly asking for my account to be deleted immediately. There was a delay in processing my request, and I had to follow up before the closure was completed.

My account was ultimately confirmed as closed, and I personally verified that it was no longer accessible.

However, at some point after this confirmed closure, my account was reopened without my knowledge or consent.

On March 25 (my payday), I received a promotional bonus email from the casino encouraging me to return and play. This was highly inappropriate given my prior account closure and directly triggered a relapse in gambling behavior.

Following this, I was able to access the account and deposited a total of $9,550 CAD. These deposits occurred only because my account had been improperly reopened and I was actively targeted with promotional incentives.

During this period, I received multiple VIP communications and cashback offers encouraging continued play, which further demonstrates a failure to uphold responsible gambling standards.

At one point, I was ahead by over $3,000, but continued playing and ultimately lost the funds. This reflects the nature of gambling harm and highlights why proper account closure protections are critical.

I am not disputing normal gambling losses. I am specifically disputing losses incurred after I had taken clear and confirmed steps to close my account.

I contacted the casino again to seek resolution and sent emails on March 31 and April 7 outlining the situation and requesting a refund. I received only generic responses, including a ticket update response on April 2/3, confirming receipt of my request but providing no meaningful follow-up or resolution.

I also issued a formal final notice providing a clear deadline for response. The operator failed to respond within that timeframe.

I am requesting a full refund of $9,550 CAD, representing all deposits made after my account had been closed and should have remained inaccessible.

Supporting Evidence I have available (attached some):

March 3–6 email correspondence requesting account closure

Confirmation of account closure

Evidence of account accessibility after closure

Promotional bonus email dated March 25

VIP and cashback communications

Deposit records totaling $9,550 CAD

March 31 and April 7 complaint emails

Generic response from the casino (April 2/3)

Final notice email with deadline

* I have 24 screenshots in total but I am only able to upload 5. If there is somewhere I could upload the rest, please let me know.

Thank you,

[Redacted]

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Dear Seaglassgirl1111,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have read the casino's Responsible Gaming policy and this is what I have found:

Self-exclusion request: You can contact the Support Service Team via e-mail at support@posido.com, and we will close your account as soon as practicable. It is the player's responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player's sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts.

What email address did you use to register at this casino? Have you used the same email address to contact the casino with the request to close your account due to gambling addiction?

Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?

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

Best regards,

Attila