Is it really possible to get a refund on lost money?

Greetings,

browsing this site I have read on various occasions that there is talk of refunds on lost money.

But is it really possible? I read that if you want to close your game account you can in some situations request a refund. Did I misunderstand or is there a way in certain situations in which you can do this? Just out of curiosity.

Thank you

Hello,

Interesting question. I, for example, do not believe the player should be refunded because he seeks the account to be closed. But it always depends on curcumstances. The player should be refunded if the casino made some sort of error that may affected the players experience. Do you have some concrete scenarious in mid please?

Such topics call for concrete details, I'd say. 🙂

Thank you for your attention.

I am currently experiencing a terrible situation with a casino site.

Having spent a lot of money on this site I decided in January to close it. They closed it but then reopened it and now they continue to send me text messages and calls to make me play!!

I contact them to close the account but they continue.

Tell me I can get a refund in this case that would be a great thing.

Thank you

I also add the fact that once this site gave me a bonus with which I won more than 3 thousand euros, but the site did not explain to me that this bonus was a fun bonus and in the end I found myself with 50 euros real bonus!

A shame

Hi! No problem; understanding all details may help you stay safer in the future. First things first.

How exactly did you ask the casino to close your account?

It is crucial to understand that if you want your account to never be reopened again, you have to specifically explain that to the casino.

People close their accounts for many reasons, and online casinos' responses to such requests can vary significantly. Therefore, you should have a clear understanding of why you want to close your account and then proceed accordingly.

Can you for example, tell the difference between an account closure request and permanent self-exclusion?

In my opinion, you meant to permanently self-exclude from the casino but perhaps only asked for a simple account closure. What do you think about it?

We can talk that through if you share concrete bonus conditions, I guess. To me, it sounds like a free cash bonus with a limited withdrawable amount. Very common bonus condition. Though fun bonuses and real bonuses are not very specific words for me. Feel free to describe the whole matter, and kindly start with the bonus conditions.

Let's see where we can get from here. 🙂

HI,

I asked for my Posido account to be closed.

They closed my account in January but then reopened it without my consent.

They also keep bothering me with texts and calls to make me play! Even though I asked to close the account.

Can you please tell me if I can get a refund? Can you help me, I would really need it!

I remember they gave me a bonus that made me win 3k euros but only 50 were convertible into money to play and withdraw. I complained to them because I had not found anything that said that those 3k euros were not withdrawable

Hello,

I can't tell you when the casino will refund you. Obviously they would not if they didn't want to.

It depends highly on all associated events. But basically, we do not deal with refunds here unless the problem gambling gets involved. Think about the situation this way: Casual players who are, in my opinion, able to remind the casino they wish their account to remain closed permanently and never play again there do not have to be concerned about refunds. They've gambled the funds willingly.

Did you ever mention the gambling problem to this particular casino, perhaps?

Well, I think you should learn the most common bonus rules 👈👈. If you know only 50 is withdrawable, what makes you think you can withdraw all winnings without limitation?

Since every bonus represents something the casino gives you for free, the withdrawable amount is almost always capped - only a portion of the winnings is usually withdrawable.

Otherwise, there would not be good, excellent, or poor bonuses. It is all about conditions. Do you see the point, please?

I did not ask for a refund from the casino.

I wanted to know if I could ask for a refund and how to request it.

Because I think they behaved badly and I spent money that I shouldn't have spent because I had a gambling problem.

My question is this: since Posido behaved badly with me and I have a gambling problem, how do I ask for a refund of the money, if such a thing exists??

Thank you

I did not say you have done so - it was a conditional sentence. But let's put that aside.

Now you're saying you had a gambling problem; despite the fact that I'm sorry to hear that, it is crucial to inform the casino. Naturally, players register to play, not to close the account immediately; hence, it is super important to describe all things related.

I can't give you a straightforward answer regarding the refund, because saying the casino acted badly with you and you should not have spent money there is not a concrete description of the events.

I suggest you explain each event using a time line. I'll give you an example

day 1: I registered at Posido and made deposit

day 2: deposited again—three times in a row

day 3 : lost the whole balance, asked casino to close my account

day 5: they offered me a bonus if I stayed, and I accepted that

and so on...

My experience on Posido in brief was this:

In October 2024 I opened the account and made several deposits

From October 2024 to January 2025 I made various deposits

In January I asked to close my account because I wanted to stop playing and they offered me a bonus to not close my account

I used the bonus but then I asked to close the account anyway and they closed it because they wouldn't let me log in

At the end of January I receive a text message from Posido inviting me to use a bonus and my account is active again!!

I ask Posido to close the account again because they reopened it without my consent but they didn't do it and I continue to receive text messages and calls to play!

I would like to understand, in my situation, if it is possible to get my money back.

Thank you

I think it’s nearly impossible to get a refund on lost money at a casino.

The only exception would be if the loss was caused by the casino's fault.

I had an incident where I lost money because the casino triggered a 5-minute timeout, which was part of an automatic responsible gaming feature.

I was playing a hand of Blackjack with an 11 against a dealer's 6. Due to the timeout, I was unable to make a move, and my 11 was automatically treated as a stand. I watched as the dealer drew a 17, followed by a 10. If I had been able to hit my 11, I would have had a 21 while the dealer would have had 17.

I lost a significant amount of money and contacted the casino about it. However, they refused to issue a refund, simply stating that it’s clearly mentioned that every hour of play entitles you to a 5-minute break.

Hello,

my apologies for the delay; I guess my answer did not make it through, so I'll try once more now:

I believe I mentioned the main principles we at Casino Guru take into consideration when players ask for a refund in a casino.

It all depends on whether, how, and when the player mentioned a self-exclusion request due to a gambling problem.

You keep saying you asked the casino to close your account, though you also accepted a bonus in exchange not to do so. Which, to me, does not sound like an immediate self-exclusion request due to a gambling struggle and I hope you have not been facing such a health state.

Yet to be more specific, could you describe in detail how explicitly you asked for your account to be closed, please? That's the crutial part.