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Good afternoon. On June 24, 2024, I requested self-exclusion from my account at Casino Posido. I sent an email with the request as instructed on their website, and they informed me that the account would be blocked within 24 hours. I made my self-exclusion request because I was spending too much; it was a way to protect myself. The Casino ignored me and didn’t respond. On the 26th, after making some more deposits, I sent another email requesting self-exclusion again, and they responded, confirming they had received my request. Up to this day, after making several self-exclusion requests and continuing to make deposits as any person struggling to control themselves might do, I still didn’t receive proper assistance. Today, after informing their support line that I would request a refund of deposits, they finally closed my account. I am lodging this complaint because it is disgraceful how Posido does not provide proper support to its customers. Had they closed my account immediately, I wouldn't have spent so much. I want to request a refund for the deposits made since June 24, 2024. So far, Casino Posido has not given me any response. I demand a refund of my money.

Boa tarde. No passado dia 24-06-2024, pedi ao Casino Posido, para efetuar Autoexclusao da minha conta. Enviei um email com o pedido tal como informam na página deles que devemos proceder e informaram que em 24h temos a conta bloqueada. Fiz o meu pedido de Autoexclusao pois estava a gastar demasiado, foi uma forma de me proteger. O Casino ignorou me, nem uma resposta. No dia 26 e após mais uns depósitos voltei novamente a enviar email a pedir a Autoexclusao e enviaram um email a informar que tinha recebido o meu pedido. Até ao dia de hoje e depois de neste período ter feito mais pedidos de Autoexclusao, como qualquer pessoas em dificuldade em se controlar fiz mais depósitos. Entretanto hoje como informei na linha de apoio que ia pedir a restituição de valores já me fecharam a conta. Eu venho apresentar esta reclamação pois é vergonhosa a forma como a Posido não dá assistência aos clientes. Se me tivessem fechado logo a conta eu não teria gasto tanto. Quero pedir a restituição de valores depositados desde o dia 24-06-2024. Entretanto o Casino Posido não me deu nenhuma resposta até ao momento. Exigo o reelmbolso do meu dinheiro.

Dear Eliserra,

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

I can see you mentioned your struggle to control your gambling or gambling addiction only in your email sent on 2/7/2024

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you mentioned your struggle to control your gambling or gambling addiction to the casino before this moment at any time, via email or live chat?
• Did the casino protect you from depositing or playing after July 2nd, 2024 by blocking your account permanently?
• Have you received any reply to your request for a refund from the casino?
• Could you please share the response from the casino if there was one already? My email is tomas@casino.guru

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

Best regards,

Tomas

Good morning, I come to respond to your response from Casino guru. I will send prints to your email to explain. Most of the conversations were via chat as they never responded to any of my emails, but most of the time the chat went down, there wasn't even time to take a screenshot. They didn't respond to any of my emails, and they even sent bonus proposals. This is very attractive for anyone with a gambling problem. Where is the player protection??? I asked for help, asked for closure and didn't even get a response. I want an immediate refund of my deposits since 24/06/2024, I really need it urgently. So far I haven't received any response from the Casino, just an email informing me that they closed my account yesterday. Thanks

Bom dia, venho responder a sua resposta do Casino guru. Vou enviar prints, para o seu email, para explicar. Maioria das conversas eram por chat visto nunca terem respondido a nenhum email meu, mas o chat na maioria das vezes ia abaixo, nem dava tempo para tirar print. Não responderam a nenhum email meu, e até foram enviando propostas de bónus. Isto para qualquer pessoa com problema de jogo é muito aliciante. Onde está a proteção ao jogador??? Eu pedi ajuda, pedi o encerramento e nem uma resposta obti. Quero o reembolso imediato dos meus depósitos desde o dia 24-06-2024, urgente estou a precisar muito. Até agora ainda não obtive nenhuma resposta do Casino, apenas um email a informar que encerraram a minha conta a data de ontem. Obrigado

Good morning, I would like to know if you already have an answer, please. I'm desperate.

Bom dia, gostaria de saber se já tem alguma resposta pf. Estou desesperada.

Thanks for your patience.

Have you made any deposits to the casino between 2/7/2024 when you informed the casino about your gambling problems and 10/7/2024 when your account was closed?

Good morning, yes I made around 600 euros in deposits in total. I still had winnings but they took so long to process that I ended up spending them. I need my money back please. I still have no response from them. Very desperate

Bom dia, sim fiz cerca de 600 euros de depósitos ao total. Ainda tive ganho mas eles demoraram tanto tempo para processar que acabei gastando. Preciso do meu finheiro De volta pf. Continuo sem nenhuma resposta da parte deles. Muito desesperada

Good morning, I apologize for my insistence, but I am really distressed. Do you still have no answer for my case? Thanks

Bom dia, peço desculpa pela minha insistência, mas estou mesmo aflita. Ainda não teem nenhuma resposta para o meu caso? Obrigado

Thank you very much, Eliserra, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello Eliserra,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Posido Casino,

Could you possibly provide additional information regarding the self-exclusion request and clarify the situation?

Thank you in advance.

Respectfully,

Michal

Dear Eliserra,

Thank you for contacting us!

Could you please provide us with a ticket reference number to your emails from 24/06/24 & 02/07/24?

Best regards,

Posido.com

Good afternoon Casino posido! I don't understand what you're asking me. If you check your email, you'll see how many emails you've had from me since 24-06-2024. All unanswered to this day. The only email I received from you was on 10-07-2024, informing me that you were going to delete my account as I had requested.

Boa tarde Casino posido! Não entendi o que me estão a pedir. Se consultarem o vosso email, irão ver quantos emails teem da minha parte desde o dia 24-06-2024. Todos sem resposta até ao dia de hoje. O único email vosso que recebi foi no dia 10-07-2024, a informar que iriao autoexcluir a minha conta tal como eu tinha pedido

I can't find the number (I think you're referring to the number of my complaint) because, as incredible as it may seem, the only emails I get from you that day are about bonuses and attractive offers, after I requested self-exclusion and mentioned my addiction. But I have proof of my emails sent, and surely you have access to this information? Or don't you see your customers' emails? !

Não consigo encontrar o número ( penso que se estão a referir ao número da minha reclamação) porque por incrível que pareça os únicos emails vossos que me aparecem desse dia são de bónus e ofertas aliciantes, isto depois de eu ter pedido Autoexclusao e mencionar o meu vício. Mas tenho o comprovativo dos meus dados mails enviados, e vocês concerteza teem acesso a essa informação? Ou não vêem emails dos vossos clientes? !

regards

cumprimentos

good afternoon Casino guru, i would like to know if you have an answer to my case pf. Thank you

boa tarde Casino guru, gostaria de saber se já tem uma resposta para o meu caso pf. Obrigado

Dear Posido Casino,

Since it is highly likely that you did not get the information you have asked for, could you tell us once again what exact number are you wanting the player to provide?

Dear Eliserra,

Thank you for your reply.

What we need from you is a ticket number automatically assigned to a mail after one sends it and is provided as an automatic reply to the mail sent, which could confirm the fact that it was sent to our mailbox and received by us.

Kind regards,

Posido.com team

You really are very funny. So you don't have access to my emails sent to you? Don't you already have a printout of my emails sent to you? The day I sent you my self-exclusion request, all I received from you was an email offering me bonuses! You're not going to tell me that even with the emails I've attached here you still have the nerve to doubt my word. You're not going to tell me that the only emails you can't find from me were me asking for self-exclusion. On your website it only says to send you an email with the request and in 24 hours they will close the account, it doesn't say that they will answer me or that I will have to save any numbers. I have proof of the emails with my request, that's more than enough. I hope I can resolve this situation simply and as quickly as possible, without having to go through legal channels.

Realmente vocês são muito engraçados. Então vocês não teem acesso aos meus emails enviados para vocês? Não tem aí já o print a comprovar os meus emails enviados? No dia em que vos enviei o meu pedido de Autoexclusao a única coisa que recebi da vossa parte foi email a oferecerem me bónus! Não me vão dizer que mesmo com os emails que aqui anexei ainda vão ter a coragem de duvidar da minha palavra. Não me vão dizer que os únicos emails que não encontram da minha parte foi eu a pedir Autoexclusao. No vosso site apenas diz para vos enviar um email com o pedido que em 24h encerram a conta, não me diz que me irão responder ou que terei que guardar número algum. Tenho o comprovativo dos emails com o meu pedido, é mais que suficiente. Espero conseguir resolver esta situação de forma simples e o mais rápido possível, sem ter que ir por vias legais.

I'm attaching the email I received from you on 26/06/2024 which says:" your question (16163535) has been received and is being analyzed by our support team." It was the only email received on these dates apart from the bonus emails!

Envio em anexo o email que recebi de vocês, no dia 26/06/2024 onde diz :" sua questão (16163535) foi recebida e está sendo analisada por nossa equipa de suporte." Foi o único email recebido nestas datas além dos emails com bónus!

Dear Eliserra,

Thank you for your reply.

Please be informed, that emails you mentioned on 24/06 & 02/07 couldn't be found in our emailing system.

In the email sent on 26/06 with a reference number 16163535 you didn't provide a reason for your account closure request.

Kind regards,

Posido.com team

So what did I mention? It's your word against the image of my emails sent to you. I've filed a complaint here in the hope that we can sort this out and come to an agreement, but since honesty isn't everyone's cup of tea, I'm going to take legal action. Casino posido I inform you that any communication for the time being will only be made through my lawyer who will notify you shortly.

Yours sincerely

Então o que eu mencionei? É a vossa palavra, contra a imagem dos meus emails enviados para vocês. Apresentei queixa aqui na esperança de pudermos resolver isto a bem, podendo chegar a um acordo, mas visto que a honestidade não cabe a todos, irei então pelos meios legais. Casino posido informo aqui que qualquer comunicação de momento será apenas feita através do meu advogado que irá notificar vos em breve.

Atenciosamente

And even though I didn't submit the request, they didn't close my account within 24 hours as stated on your website because? It doesn't say they'll close it in 24 hours, only if you tell them why. You have failed to comply with what is stipulated, and rules and laws are to be followed! Honestly, you're just trying to avoid responsibility. Of all the emails I've sent you, it's only the ones I've mentioned that I've had gambling problems that aren't in your system! But that's okay, a 600€ refund would be much cheaper than the whole process that will come from now on.

Sincerely

E mesmo não informando o pedido, não encerraram a minha conta em 24h tal como consta no vosso site porque? Lá não diz que encerram em 24h apenas se dissermos o motivo. Vocês falharam com o que está estipulado, e regras e leis são para serem cumpridas! Sinceramente vocês apenas estão a querer fugir a responsabilidade. De tantos emails que vos enviei logo os que eu mencionei que tinha problemas de jogo é que não constam no vosso sistema! Mas tudo bem, 600€ de reembolso iria sairmos muito mais barato do que todo o processo que virá daqui para a frente.

Atenciosamente

Dear Posido Casino,

Do I understand correctly that the only email you have received is the one from the 26th of June, mentioning self-exclusion, but the gambling addiction was mentioned only on the 10th of July in the live chat session, following which the account was immediately closed?

Good morning Tomás, this information is not correct, because as I have already proven above with printscreens of my emails sent, I mentioned my gambling addiction in the email sent on 02/07/2024.

Casino claims not to have received my email, but my proof proves otherwise.

Bom dia Tomás, essa informação não está correta, porque tal como já comprovei anterior aumente com printscreen dos meus email enviados, eu mencionei o meu vício de jogo no email enviado a dia 02/07/2024.

o Casino afirma que não recebeu o meu email, mas o meu comprovativo prova o contrário.

And nowhere on the casino's website does it say that for the account to be closed within 24 hours you have to mention gambling addiction. They have to comply with the stipulated deadlines or else be direct in these situations. I've suffered a lot but I did the right thing according to what is written on their website! Thanks Tomás

E no site do Casino não menciona em lado algum que para a conta ser encerrada em 24h temos que mencionar o vício do jogo. Eles tem que cumprir com os prazos estipulados ou então serem diretos nestas situações. Eu saí muito prejudicada mas fiz o correto de acordo com o que está escrito no site deles! Obrigado Tomás

Dear Michal,

Thank you for your reply.

Your statement is correct.

Kind regards,

Posido.com team

At no point on your website does it say that I have to mention my gambling addiction. I mentioned my gambling addiction on my own initiative on 07/02/2024, although you claim you didn't receive my email, and even if that were the case (which it isn't and I've proven otherwise with the print screen), in the email of 06/26 I asked for the Self-exclusion of my account as you confirmed, and you only closed my account on 07/10/2024. Until that day I never received any response or support. You have not practiced player protection!

Em momento algum no vosso site diz que tenho que mencionar o vício de jogo. Eu mencionei o meu vício de jogo por iniciativa própria dia 02/07/2024, apesar de vocês alegarem que não receberam o meu email, e mesmo que assim o fosse( o que não é e já provei o contrário com o printascreen), eu no email de dia 26/06 pedi a Autoexclusao da minha conta tal como vocês confirmaram, e apenas encerraram a minha conta no dia 10/07/2024. Até esse dia nunca obtive qualquer resposta ou suporte. Nao praticaram a proteção do jogador!

Good evening Michal, I was wondering if you had any answers. Thank you

Boa noite Michal, gostaria de saber se teem alguma resposta sff. Obrigado

Dear Eliserra,

I am trying to reach out to the casino outside of this thread, I will let you know when I will have any updates.

Ok thanks

Ok obrigado

Good afternoon. I'd like to know if there's been any resolution to my case? Once again the bills are coming in and I haven't had a reply from Casino Posido. I'm desperate and trying to sort things out without going to court. I'm waiting for a brief reply pf

Boa tarde. Gostaria de saber se já tem alguma resolução do meu caso? Mais uma vez as contas vão chegando e não tenho nem uma resposta do Casino Posido. Estou desesperada e a tentar resolver as coisas sem ir pelo meio judicial. Aguardo uma resposta breve pf

Good morning, I'm still waiting for an answer.

Bom dia, continuo a aguardar uma resposta pf

Dear Eliserra,

Due to the evidence I was able to review, it is quite likely that the emails you have mentioned, the ones from 24/06 & 02/07, were not delivered properly or were not sent at all, since the casino claims there are not in their system. Another piece of information that would confirm this is the fact that you did not get an automated reply from the casino, confirming the receipt of those emails, with the assigned reference number.

The first instance of you mentioning gambling addiction to the casino live chat was on 10/7, and it was immediately answered with account closure, as per the casino's terms and conditions. Until this time, and after you allegedly sent the self-exclusion due to gambling problem emails, you only used the live chat to Inquire about bonuses, withdrawal requests, and game errors. After the mention of gambling addiction in the chat, your account was closed immediately.

Can you tell me if you sent these email correctly, meaning if you can find them in the "sent emails" directory?

Also, dear Posido Casino team,

Could there be any error or bug that would prevent the emails from being delivered to you?

Dear Michal,

Thank you for your reply.

Please be informed, that we have no errors/bugs in our mailing system.

Kind regards,

Posido team

Dear Eliserra,

We believe that if a player wants to self-exclude themselves due to gambling addiction, this fact should be specifically mentioned in the request. As soon as you mentioned the gambling addiction in the live chat, your account was closed.

Regarding the emails, we do not consider the email screenshots as sufficient evidence, which is further supported by the fact that you did not get an answer containing the ticket reference number. We do not necessarily think the screenshots are fake, we just do not think they are sufficient proof. We believe that if a player wants to self-exclude themselves due to a gambling problem, he should try every possible way of contacting the casino, multiple times. Sending an email and then informing the casino in the live chat a week later is not considered enough effort by us.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.