Posido Casino - Player’s self-exclusion has not been enforced.

Failure to Enforce Self-Exclusion

Dear Casino Guru Team,

I would like to submit a complaint against Posido Casino regarding a failure to enforce my self-exclusion request.

On 24/07/2025, I explicitly requested to be self-excluded from my account due to responsible gambling concerns. Despite this,0n 04/04/26 i realized that my account remained fully active and accessible.

I was still able to log in, deposit funds, and continue gambling, which resulted in losses of approximately €750.

This clearly indicates that the casino failed to implement basic responsible gambling measures. A self-exclusion request should result in immediate restriction of account access, which did not happen in my case.

This failure directly caused financial harm and demonstrates negligence in enforcing player protection policies.

I am ready to provide full supporting evidence.

I am really expecting your guidance.Thank you

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Posido Casino.

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps if available, including the responses of the casino, to my email at tomas@casino.guru. Any other supporting evidence you consider relevant can be shared as well.
• When was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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,

Tomas

Hello,

1.It's currently closed

2.I am providing communication via mail.

3.On 04/04/26 i made my last deposit.

4.Casino replied me on 09/04/26

Hello c_min,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thanks for your patience.

I went over the communication you provided.

Has the casino considered your refund request since their reply on April 9h?

Have you received any updates regarding the refund? Would you be able to share any further details?

Looking forward to your reply.

Hello,

The casino has replied negatively in my refund request.

I have sent you the relevant mails.

I would also like to add that, accordind to their mail (sent to me on 15/04/26), ''...Please be assured that all communications from our side have been discontinued.''

The same day i received fro them a promotion mail...

Dear c_min,

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,

Tomas

Hello c_min,

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

Dear casino representative,

could you please check the case and explain the matter to us? Why was the player's account reopened? Additionally, would you be able to provide us with his deposit history?

Thank you in advance for closing the account and providing us with your view of the issue. In case there is any additional evidence/information you would like to present us, please send it to martin.l@casino.guru

Dear Martin,

I have sent to your mail screenshots regarding the recent deposit history, if this is helpful.

Thank you.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear c_min,

Thank you for reaching out to us.

We are sorry to hear about your frustration.

Please be informed that your case has been forwarded for further review and you will be contacted with further information as soon as possible.

We thank you for your understanding.

Kind regards,

Posido Team

Dear casino representative,

thank you for your message. Please let us know whether you are willing to issue a refund of funds deposited after the account reopening.

Given that this matter is related to gambling addiction, I kindly request that you treat it with the utmost priority.

Dear c_min,

Thank you for your patience.

Please be informed that your case is currently still being investigated and we will contact you in the nearest time with further information.

We thank you for your understanding.

Kind regards,

Posido Team

Dear c_min,

Thank you for your patience.

We would kindly ask you to check your emails where we presented to you a refund offer.

If you agree, please send us your payment details as reply to the email.

Thank you for your understanding.

Kind regards,

Posido Team

Dear casino representative,

thank you for your response.

Dear c_min,

thank you for your patience. In case the offer isn't confidential, please let us know more information about it. I would also like to emphasize, that at this point, we still believe you should be entitled to all funds lost after account reopening.

Hello,

The refund offer is 750euro.I sent the bank details.

Dear c_min,

thank you very much for keeping us updated. Please let us know once the funds are transferred to your account.

No refund yet

Dear c_min,

Thank you for your reply.

However, please be informed that we did not receive your bank details until now.

Kindly reply to the initial email with the refund offer with your details.

Thank you for your understanding.

Kind regards,

Posido Team

Dear casino representative,

thank you for the update.

Dear c_min,

if you haven't already, please send the bank details to the casino representative.

I sent them on 15/05/26.I re-sent them today

Dear c_min,

Thank you for your reply.

We can confirm that we now received your details and initiated your payment.

We expect the finalization of your transaction in the nearest time

We thank you for your understanding and cooperation.

Kind regards,

Posido Team

Dear casino representative,

thank you for your continued cooperation.

Dear c_min,

can you please confirm, whether you have now received your refund?

No,I still haven't.