The player from Afghanistan had been banned from all Estolio Limited casinos due to a reported gambling addiction, in accordance with Estonian license regulations. She had contacted Posido Casino to close her account, but her requests had been ignored. She had made deposits exceeding 700 euros after September 20, 2022. We had attempted to assist her, but unfortunately, due to our policy of not pursuing issues that occurred over a year ago, we could not proceed with an investigation. As such, her complaint had been rejected.
Posido Casino - Player has been ignored after seeking self-exclusion.
Amount: €1
Posido Casino
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Case closed
Our verdict
Other
REJECTED
Case summary
7 months ago
Public
Public
7 months ago
Translation
Hi, I have been closed from all Estolio Limited casinos since 2020.
Estolio Limited's casinos operate under an Estonian license, and according to the regulations of the Estonian licensing authority, when they become aware of a player's gambling addiction, they must automatically close them from all the company's casinos. As new casinos are constantly opening, I separately sent an email to Posido requesting a shutdown.
Posido is not responding to me, they have been ignoring me for SEVERAL WEEKS.
Automatic translation:
Public
Public
7 months ago
Dear Lola1556,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.
Could you please specify when exactly you requested to be self-excluded from Posido Casino? Was it on 20 September 2022 as the screenshot you uploaded suggests?
Have you made any deposits into this casino?
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
Public
Public
7 months ago
Translation
Hey,
I should have been protected by this operator estolio limited for several years. They have had a gaming addiction I know for several years.
yes, I sent a new email on September 20, 2022.
yes, I have made deposits of more than 700e, the deposits were made after September 20, 2022.
I can't send you proof of that because my casino account is now closed.
posido kasino does not give me answers to my questions in chat or email. They have been ignoring me for 3 weeks, I have not had a single correspondence with them that they have responded to.
Automatic translation:
Public
Public
7 months ago
I apologize, Lola1556, but we regret to inform you that we cannot assist you with your request. As it has been more than a year since the initial request was made, we are unable to proceed with an investigation. This is considered a "cold case", and our policy dictates that we cannot pursue issues that occurred over a year ago. The gathering of evidence and construction of a timeline would be extremely challenging, if not impossible.
Due to the aforementioned reason, 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.
