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

Hi Attila,

I have now compiled a Master Evidence PDF that includes the full transcript of my March 3rd–6th communications.

Most importantly, on March 3rd at 00:21, I explicitly stated to the VIP manager: 'I spend too much money and I want to stop.' This was an immediate 'Responsible Gambling' trigger. Despite this, the manager attempted to retain me with incentives for 3 more days.

The PDF also includes the March 25th bonus email and all bank screenshots (Payper Inc.) totaling the $9,550 loss. Please provide a link or email where I can upload this full file, as it exceeds the portal limit."

Hi Attila, Posido has offered a $3,000 settlement. I am rejecting this. The total loss between March 25th and March 31st was $9,550. This entire 'spree' was triggered by the unauthorized reopening and the promotional bonus I received on my payday. Since the casino has admitted fault by offering a refund, they should be liable for the full amount lost during this period of failed protection.

Hi Attila,

Based on newly discovered records, I am expanding my claim to include all net deposits from May 1, 2024, to the present.

I have proof that on April 29, 2024, I requested account removal, but the VIP manager used a 'VIP Level 3' upgrade to incentivize me to stay. I have further proof from September 2025 where the manager used predatory language (stating 'the moment you quit is when you really lose') to block my closure request.

Because the casino has a two-year history of predatory retention and ignoring my requests to quit, I am seeking a full refund of my net losses for this entire period. I have a full evidence PDF ready for you.

Additionally, I have proof from Dec 5, 2024, where a VIP manager (Antonio) offered a $350 cash bribe to reopen my account just days after I explicitly requested 'Self-Exclusion' and admitted I had 'spent my entire check'. This is a major regulatory breach.

Hi Attila, I am trying to get my full transaction ledger from 2024 to now, but I do not want to log in to the site as my account is closed for gambling concerns. Could you please request that Posido provides this list directly to you or emails it to me?

Dear Player, thank you for your response. Could you kindly forward any correspondence in which you addressed gambling-related issues to the casino, directly to my email? You can reach me at attila.g@casino.guru.

Thank you in advance for your cooperation.

Hi Attila,

I have just emailed you the full Evidence PDF.

I also want to clarify two points:

Upon a final audit of my statements, the verified net loss for the March 25–31 period is $8,950(corrected from my initial estimate).

I will not be accepting any 'blind' settlement offers until I have reviewed my Lifetime Transaction Ledger, which I have formally requested via GDPR (Ticket 48382941).

I am seeking a full refund of all net deposits since my first ignored request in April 2024.

Hi Attila, to be 100% accurate: for the period of March 25-31, my total deposits were $8,950 and I had one withdrawal of $2,000. My Net Loss for that specific week was $6,950. I am seeking a full refund of my Net Losses starting from the first breach in May 2024.

Thank you for your response. Kindly be aware that without adequate evidence indicating that you expressed gambling concerns which the casino failed to acknowledge, we will not be able to request refunds of your deposits from the casino. I completely empathize with how disappointing it must be to feel unprotected by the casino, but gambling establishments are only required to implement responsible gaming measures when gambling-related issues are explicitly stated.

I have also reviewed your earlier correspondence with the casino from 2024. However, due to the considerable time that has elapsed since the incident—over six months—we are no longer able to investigate the matter effectively. Our policy does not allow us to pursue cases that are considered "cold cases," as collecting evidence and reconstructing an accurate timeline becomes too difficult after such a period.

If there is any additional information you believe I may have overlooked, please feel free to share. Otherwise, I am afraid we will have to proceed with closing this complaint.

Thank you for your understanding.

Best regards,

Attila

Hi Attila,

I noticed the 7-day timer is entering its final 24 hours. Given the comprehensive evidence in my 8-Exhibit PDF—including Ticket Numbers14768879 and 25523831—I am eager to hear the casino's response.

I am committed to this full $55,000+ recovery because this isn't just about a refund; it's about accountability. I have documented a systemic 'bribe-and-lure' culture where four different managers overrode my pleas for help for two years.

Furthermore, I am awaiting the Lifetime Transaction Ledger (Ticket 48382941) to confirm the full historical liability, as my audit shows the predatory pattern likely extends well beyond the documented $53,840 net loss since late 2024. I am seeking a resolution that reflects the total failure of player protection so that other vulnerable players don't have to experience this treatment. 

Thank you.

Hi Attila,

I respectfully disagree that this is a 'cold case.' This is a continuous, documented failure of player protection that has never been resolved.

The 'Bridge' of Evidence: My 8-Exhibit PDF proves the pattern never stopped. Between the 2024 breach and today, I have Ticket 25523831 (March 2025)where I demanded immediate removal for addiction and was instead met with 11 predatory lures in 21 days.

Active Predatory Language: In September 2025, my VIP manager explicitly used predatory language to block my closure, stating: 'the moment you quit is when you really lose.'

The 2026 Breach: This entire investigation was triggered by the March 2026 unauthorized reopening and payday bonus lure. This is not a 'six-month-old' issue; it is a two-year cycle of VIP Bribes (Antonio, Cristiano, Ryan, Max) overriding my pleas for help.

Under Estonian (EMTA) law, a casino cannot 'time out' their liability if they have actively and systematically sabotaged a player's self-exclusion. I have provided the Ticket Numbers as forensic proof. I ask that you review the March 2025 and September 2025 evidence which bridges the gap and proves this is an active, ongoing violation.

Hi Attila,

I respectfully ask that you reconsider the 'cold case' classification. Under Estonian (EMTA) and EU responsible gaming standards, a disclosure of gambling addiction (such as my May 2024 Ticket 14768879) creates a permanentobligation of protection that does not expire after 6 months.

I would like to cite three specific Casino Guru precedents that match my case:

Resolved: PalmSlots Casino (lucy77): The mediator (Jozef) ruled that once a casino is aware of a gambling problem, the account must be closed immediately without a chance to reopen. This matches my March 6, 2026 closure and March 25, 2026 unauthorized reopening.

Resolved: Winscore Casino (goku23): The specialist (Kubo) ruled that casinos have a responsibility to act the moment a player exhibits signs of struggle. My May 2024 and March 2025 (Ticket 25523831) disclosures established this permanent status.

Resolved: Justbit Casino (tobbe1): A refund was forced because a VIP manager stalled a closure request with 'check-ins' and bonuses. I have documented four managers doing this for two years.

My 2026 breach was only possible because the casino systematically ignored my permanent 'Vulnerable Player' status. To overlook this would allow the casino to profit from a two-year pattern of VIP Bribes and predatory luring. I have provided the Ticket Numbers as forensic proof and ask that this case remain open for a full review of the continuous failure of protection.

Hi Attila,

Thank you for your response.

I would like to clarify that I did explicitly express gambling-related concerns immediately before the March 2026 incident.

On March 3, I stated to the VIP manager:

"I spend too much money and I want to stop."

Despite this:

My account was confirmed closed on March 6

It was reopened without my consent on March 25

I was sent a promotional bonus

This directly led to deposits and a net loss of $6,950

This is the specific incident I am asking you to review.

I understand the limitations regarding older cases, so I am focusing solely on this March 2026 breach of responsible gambling duty.

Please let me know if you require the exact screenshot of the March 3 message again for clarity.

Thank you for your time and consideration.

Thank you for your response. I sincerely appreciate the effort you have taken to present all the information. However, I would like to inform you that each complaint is reviewed individually, and we consider specific circumstances and evidence in each case. Therefore, the examples from previous cases you provided are not relevant to the current complaint.

Could you please forward your self-exclusion request from March in which you expressed your concerns related to gambling separately? The large volume of information makes it challenging to navigate the evidence effectively.

Additionally, may I confirm that your account is currently permanently closed?

Thank you for your cooperation.

Hi Attila,

Thank you for your response.

Please find attached a small number of key messages from March 2–4, where I requested account closure and expressed concerns related to my gambling.

These messages show:

my repeated requests for closure

my statement that I spend too much and want to stop

that my account remained open and required follow-up before it was finally closed on March 6

To the best of my knowledge, my account is currently closed.

Please let me know if anything further is required.

Thank you.

Dear Seaglassgirl1111,

Thank you for your response. I have carefully reviewed all the evidence you provided and have discussed the case with our team. Regrettably, we will not be able to assist you further with this complaint. I sincerely appreciate the effort you have put into gathering the evidence, and I understand how disheartening it can feel to be unprotected by the casino.

Please be advised that some of the evidence submitted pertains to events from 2024 and 2025. As more than six months have elapsed since those occurrences, we regret to inform you that we are unable to conduct a thorough investigation at this time. Our policy prohibits the pursuit of cases classified as "cold cases," as it becomes increasingly challenging to collect evidence and accurately reconstruct the timeline after such a duration.

As a result, our attention has shifted to the correspondence from March 2026. It is important to note that casinos are generally obligated to act immediately when a player expresses concerns about gambling addiction, loss of control, or related vulnerabilities. While your communication highlighted the lack of winnings in correlation to the deposited funds, it did not explicitly indicate an issue with gambling addiction or a lack of control over your gambling behavior. From the perspective of responsible gambling, this distinction is essential.

I understand this is not the outcome you were hoping for. However, given the documentation provided, we do not have sufficient grounds to pursue the matter further.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards

Attila

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