The player from Germany had repeatedly requested the casino to close her account due to gambling addiction, but her requests went unanswered and her account remained open. The Complaints Team had attempted to assist by reaching out for additional information and extending the response time, but the player did not provide the necessary details. As a result, the complaint was unable to be investigated further and was subsequently rejected.
Posido Casino - Player's unable to close their account.
Closed
Our verdict
Player stopped responding
Amount: ??
Posido Casino
Safety Index:Very highCase summary
Discussion
Public
Public
10 months ago
Translation
Hello, I have already informed the casino several times that I am addicted to gambling and that they should please close my account.
Nothing happens!
The chat refers me to email contact but I simply don't get an answer and my account isn't blocked.
Automatic translation:
Public
Public
10 months ago
Dear Uschi1811,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling section and I found this:
Self-exclusion request: you can contact Support Service Team via e-mail: [email protected], and we will close your account within next 24 hours. It's the player's responsibility to notify our Website of any other accounts the player might have and promise not to open any other accounts. Our Website will make reasonable efforts to try to prevent the opening of new accounts but it's the player's sole responsibility to make sure no other accounts are created. Our Website cannot be held accountable for potential losses on other accounts;
When did you inform the casino about your gambling problem for the first time? Could you please forward me the self-exclusion requests that you sent to the casino? My email address is [email protected].
Thank you very much in advance.
Best regards,
Kristina
Public
Public
10 months ago
Translation
Hello, I received a total of 3 different email addresses from the chat.
The chat always refers me via email and I don't get an answer.
The first time I
Casino written in early February.
Automatic translation:
Public
Public
9 months ago
Thank you for your reply, Uschi1811. I’m very sorry but you haven’t provided all the required information. Please check my first reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance.
