Posido Casino - Casino ignored a self-exclusion request.

Hello, I am truly desperate, please help me.

Last week I deposited 1400 euros within an hour of play. I never received any sort of bonus or anything else. I suffer from a gambling addiction; I reached out to customer service at support@posido.com to immediately close my account due to this issue. This is the only way I can protect myself. On the website (I have screenshots of everything), they claim that they will close accounts within 24 hours for Responsible Gaming.

They state that they will close the account within 24 hours, which is much too long for someone afflicted with this addiction, as reputable online casinos would immediately close the account. Let me repeat, no spins, no bonus, nothing ahead of time. A straight 1400 euros.

What do I receive 24 hours later? They offer me bonuses and free spins!!!! It’s like offering drugs to someone who has asked you to stop. I resisted temptation, but then yesterday I found my account was still open after 5 days!!! I spent an additional 200 euros after I had requested closure. Then there's the humiliation I had to endure, despite admitting my illness and legitimately requesting my account closure.

I demand my 200 euros back plus AT LEAST another 400 as compensation for having to go through this: instead of closing my account, they offered me never-before-received bonuses and free spins. PLEASE HELP ME, THIS IS FAMILY MONEY AND I HAVE DONE EVERYTHING THAT I needed to and nobody ever responded despite the dozens of emails I sent. They only responded to offer me bonuses after my closure request.

Dear elisabetcors,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Posido Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Have you received any response from the casino to your email in which you requested self-exclusion?

Could you please confirm if you passed the KYC verification?

I apologize for the situation where you received bonuses and free spins even after you requested to be self-excluded. I understand that it can be frustrating. However, please keep in mind that promotional emails are often sent in batches and may not be immediately disabled for you if your account has not been excluded yet.

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

Best regards

Veronika

Good morning Veronica

I never received responses even after my constant requests for self-exclusion. The email in which they offered me free spins and bonuses was not in batch, but was in a private capacity from some sort of manager because I had spent a lot. Never received even 10 euros bonus out of 1400 euros. Since I am a compulsive and sick gambler, if I had had a bonus I would have deposited less and spent less. I am truly humiliated by all this because I had asked for help according to the rules. I haven't verified my account yet. Should I proceed to do it?

Is there any news? Support never responded to my emails. Is absurd

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

Hello elisabetcors,

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

My account is still open after weeks and I deposited another 100 yesterday. I'm sick. I have excluded myself from dozens of casinos and all of them are regular or compensate when they make mistakes. Please close this account and give me my money back. You don't play with other people's lives

I express further details

1. I signed up to the casino and have never received a welcome bonus or other bonuses. Live chat never worked and still doesn't work. I spent 1400 thinking I would get bonuses even by carrying out each procedure.
2. but the most serious thing is that I spent everything impulsively because I'm sick. In care with provable certifications and which can obviously be attached not in public.
3. in their terms it says that you can request self-exclusion (I have screenshot) at support@ … and that my account would be closed within 24 hours.
4. I write an email and receive an automatic email that my request has been taken care of.
5. the next day I receive emails from the same support@ with a VIP manager who offers me spins and bonuses that I have never received.
6. I get angry but I resist. Because I repeat, I am sick as I wrote in the email: CLOSE ACCOUNT IMMEDIATELY DUE TO GAMBLING PATH.
7. Days later, I give in. My account after 4:5 days is still open (even now as I write) I deposit first 200 then another 100.
8. please it is incorrect and truly very serious. You don't play with misfortunes. I requested the closure, I want my money back with compensation for everything I'm going through, anxiolytics in tow. All avoidable if they had respected the rules. Tell me if I need to provide all the screen shots of the emails sent by email. They never responded to me and live chat doesn't work.

I attach a response to my emails weeks after the mess. He does not apologize for the seriousness of the behavior. He says NOTHING. BUT NOTHING.

he simply says let's give her 300 euros.

a shame. I claim as a human being to have respect for my dignity and for the disease with which I live and of which I have shared by asking for exclusion as per their terms and conditions. In exchange I received bonuses (drugs for those who want to quit) I continued to deposit and this led to economic but mostly psychological damage which I myself wanted to avoid by asking for closure. I am entitled to compensation.

Dear Customer,

First and foremost, we are sorry to hear about your current situation and understand that this must be a difficult time for you.

We would like to emphasise that the offer corresponds to the exact amount of funds lost by you after the closure request.

Best regards,

Posido.com

Good morning

I don't accept, I have to have something as extra compensation, otherwise I won't accept. I have suffered damage caused not only in terms of new deposits but in terms of my health after admitting that I was ill and you that you did not respect your own rules.

Dear Posido Casino,

Could you tell me how long did the whole self-exclusion process take? From the day of the initial email to the day of the account closure?

I also reply, kind Michal, considering that they generally reply after days: the request is dated March 28th, closing April 11th. Exactly two weeks. They wrote to me on Thursday morning that they would give me back 300, then no response until Friday morning when they reconfirmed 300. Now nothing, they will respond tomorrow morning and then always once a day. I want my money back immediately and no less than an additional 400 euros for everything I'm going through because of you. Tomorrow I want a refund of 700 euros. I absolutely need my money back. Thats enough !! Tomorrow is April 15th. I want my money back

Please I need my money. I have expenses I need my money. It's been weeks! Please today I want my money

Dear Michal,

The date of the first self-exclusion request is 28.03.2024, and the account was closed on 09.04.2024.

In that time period, the customer lost 300 EUR, which is the amount we have offered to refund her.

Best regards,

Posido.com

This is NOT OFFER TO REFUND. it's a right because you didn't respect your rules. For what I am going through I am entitled to receive today the amount lost because of you plus 400 euros (not only because I never received anything while I was playing but because I was offered to play and therefore I continued, exasperating my conditions of Health. ). The money immediately otherwise I will proceed immediately if I do not receive a response, with an official complaint such as

I want my money now. I have the right!!! And they didn't even apologize for closing the account after all those days when in their terms and conditions they indicate 24h!!!!!! Creating enormous damage to a sick person. I want my money today I can't wait any longer. It is a criminal act

Good morning, I would like to kindly understand why, although the site says that Posido has the Curacao license, I receive a response from Curacao that Posido does not have their license? It is absolutely URGENT for me to understand this

Dear elisabetcors,

Firstly, let me inform you that Posido Casino has an Estonian license, not a Curacao one. Could you tell us where did you get the information about the Curacao license?

Secondly, when it comes to self-exclusion requests, we at Casino.Guru believe that the players should, in cases of self-exclusion due to a gambling problem, be entitled to a refund of their deposits, and nothing more. The casinos should not profit from addicted players, but the same goes for the players, who shouldn't use gambling addiction as an excuse to try and get more money out of casinos. They should only get back what they put in.

The casino refunding you your deposits from the moment you have mentioned gambling addiction is the right thing to do, however, we would recommend the casino to "up their game" when it comes to the timeframe for handling these requests. It should not take more than a few days at most.

Could you tell me if you have already received the refund from the casino? I will be looking forward to your reply.

No, not yet

Please let us know when you receive the refund so I can mark this complaint as resolved in our system. I will be waiting for your reply.

I haven't received my money yet. They assured me they would do it as soon as possible. I've been waiting for weeks and I can't wait any longer. Please hurry considering the inconvenience you have caused me. I need the money.

Dear Posido Casino,

Could you update us on the refund situation?

Dear all,

Thank you for reaching out.

We would like to inform you that the payment for 300 EUR was processed from our side on 23.04.2024.

Best regards,

Posido.com

Dear elisabetcors,

Please let us know when you receive your payment. It should be arriving shortly. Let us know here when you receive your funds.

I received the payment ! Thank you for tot help and cooperation

Dear elisabetcors,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Michal V, Casino.Guru