The player from Germany had requested the deletion of her data and a permanent block from gaming, as her account had remained active despite her multiple complaints regarding losses and gambling addiction. The Complaints Team had extended the response timeframe to allow her to provide necessary communication regarding her gambling addiction. However, due to her failure to respond, the complaint was rejected. After further communication, the player had expressed her frustration about being able to access her account and continuing to receive bonuses despite her self-exclusion requests. The casino was asked to clarify why her account closure request had not been acted upon. Eventually, the player accepted a refund offer from the casino, which was successfully processed, leading to the resolution of her complaint.
Posido Casino - Player requests account closure for gambling addiction.
Case closed
Amount: €3,000
Posido Casino
Safety Index:Very highCase summary
My account is not blocked even though I have written several times and complained about losses and gambling addiction. I want this site to delete my data and block me from gaming forever!
Hello findikfistik86,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise what reason you have given when requesting to block your account?
Please, let me explain you what the difference between closing the account and self-exclusion is:
Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, those are the two basic choices.
Closing an account is simple and has almost no impact - the player can reopen account anytime, and casino has no obligation to the player.
On the other hand, self-exclusion does. If a player successfully makes a self-exclusion, the casino agrees not to open this account or if yes only under particular circumstances (after cooling off period and this cannot be done for players who are addicted/with gambling problem).
Thank you very much in advance for your reply.
Best regards,
Nick
I clearly wrote that I am addicted to gambling
Hello findikfistik86,
Please forward the communication where it is clearly visible that it was sent to Posido Casino, with a time stamp and that you have mentioned gambling addiction to [email protected].
Awaiting your response.
Regards,
Nick
Dear findikfistik86,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.
The player can reopen this complaint at any time.
We’ve reopened this complaint at the request of findikfistik86. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
Thank you for your quick response. I hope we can find a solution quickly and that you will partially compensate me for the financial losses I have suffered. Since I don't know the exact amount deposited, I estimate that approximately €25,000 has been deposited since March 2, 2024. I've been blocked from Oasis since then.
Hello findikfistik86,
Can you please clarify since when exactly is your casino account closed?
Additionally, as the casino has no German license, your OASIS registration has absolutely zero affect here, so you are not entitled for any refund prior to requesting it directly from the casino
Awaiting your response.
Regards,
Nick
Thank you for your message. Despite me stating the reason for my decision - gambling addiction - it was not blocked. I can still deposit and continue playing. I want my losses back. I gamble uncontrollably and lose. I have sent you the proof, the email which clearly states that I am addicted to gambling. I have already mentioned this in the chat several times, and as I said, in February 2025. You gave me the email from my VIP advisor, which I then contacted. I want to quit and put this mess behind me. I only play at Posido, and because of the many losses, I thought I only had to win once, and I gambled uncontrollably. No one has responded to my request to close the account permanently. Instead, you reply very late or only write in English, which I don't understand. I cannot express my anger and helplessness, and I have turned to you. I am asking for your help. I sent the email to sent.
Again, I only received an answer in English and I translated it, that was what I understood.
Hi Nick, I wanted to send you a screenshot showing that I can still access my account, and now I see a credit balance that was credited to me as real money! You can see the manipulative methods they're using here and ignoring my self-exclusion. I want to consult a lawyer about this. Can you tell me the best way to proceed?
Or I'll wait until you help me out of this, because the lawyer has to be paid too.
Thank you findikfistik86 for all the information provided. I will now forward your complaint to my colleague Kubo ([email protected]) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Thank you Nick,
for your commitment. Best regards
Dear findikfistik86,
I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.
I would like to invite the Posido Casino's representatives to join this discussion and provide any available information to help resolve this issue.
Dear Posido Casino,
Could you please provide detailed information regarding this case and explain why the player's account remains active despite multiple self-exclusion requests submitted due to a reported gambling problem?
Thank you in advance for your response!
Best Regards,
Kubo
Hello Kubo,
I have received all the frustrated emails, as well as requested a block with data deletion several times, and I am being manipulatively lured with bonuses, cashback, deposit bonuses, and other means to keep me here. My addiction to gambling was recognized long ago and is being ignored because, of course, you know exactly how to do it. I sent my first message saying that I didn't want to play anymore and wanted you to close the site in December 2024 via chat. The chat agent then wrote that he was passing it on and that the VIP advisor would contact me shortly. He also gave me an email that always gave me an error message, even though I copied it 1:1 from the chat. My frustration grew ever greater; no one contacted me, and I wrote an email on December 8, 2024, saying that I would report you! See attachment. No one responded to this, so I got more and more involved and lost the feeling that I was playing with real money. This hit me very hard because my accounts were empty every month and I lost my entire salary within 2-4 days. On top of that, there is no money left for food and drinks and having to go around asking family for money.
Then, on February 19, I wrote several emails hoping they would recognize my problem and finally close the account! But again, there was no response (see several screenshots). Then, on March 25, 2025, I wrote again clearly, although according to the terms and conditions on the posido website, I don't have to explain this, stating that I want the account blocked due to gambling addiction, and to this day, nothing has happened. Instead, I receive real money in the amount of €100 every day, sudden bonuses that I didn't receive before, and so on! Now they're keeping me waiting because of the emails from which I can no longer write messages! At the time, I had contacted I also reported the change to posido in December 24, demonstrably stating that the email no longer exists. I have been blocked for security reasons and no longer have access to the emails, and logically cannot send any! They should only contact me on S write to.
All of this and more, which is very frustrating, and those who still have a license and aren't acting properly, must be removed because there's no player protection offered here. Players aren't protected here, and that needs to be compensated for. The risk is simply too high for everyone registered here.
Thank you for your commitment
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
See email Kubo, they are asking for further documents to link the email, so I have now provided further documents.
Dear findikfistik86,
I hope this message finds you well.
We truly appreciate your understanding and apologize for any trouble this situation may have caused.
We're currently looking into this matter and will get back to you with a thorough response as soon as we can.
Thank you so much for your patience and support while we work to resolve this issue.
Kind regards,
Posido Casino Team
Hello, you have been working on this for a very long time. I can imagine that you are being compensated separately for this time, as the costs for this are also my responsibility and are contributing further to the fact that my health situation has deteriorated.
Greeting
Dear findikfistik86,
We would like to ask you to check the response provided by mail.
Thank you in advance.
Kind regards,
Posido Casino Team
Please excuse me, I have not received any information or email??
The last message was that I should identify myself and that the department that will process it further would get in touch. That was on May 9, 2025. I don't have anything else!
Myempire, Nomini I also blocked myself because of gambling addiction why was I allowed to play at the even though the same licenser Stella rLtd
ALSI-
20241
1077-
FI2
November
21,
2025
b2c
The entry and the licenser are the same, how can it be that I was still allowed to play on their site? Same email, same name, and others are identical and cannot be confused. How can it be that the licenser is the same and there was no player protection available here? They should have banned me from all of their sites when the first ban for gambling addiction was already known at Nomini. Am I wrong about this, what's going on here? They write that they answered me, but nothing arrived. Kubo, I have you in CC on all messages. Please speak to them about what this is about?!
Oh my God, I thought I'd give it a try, and they just unblocked Nomini and MyEmpire again!!! My God, they're dangerous.
Dear findikfistik86,
Thank you for your continued cooperation and for sharing all relevant documentation related to your case.
After reviewing the provided materials, I can confirm that you did not mention a gambling problem in your communications with the casino until your email dated March 25, 2025. According to our policy, when a gambling problem is not explicitly disclosed at the time of a self-exclusion or account closure request, the casino may or may not prioritize the request accordingly.
That said, we will continue our investigation to better understand why your earlier requests were not properly addressed by the casino.
Dear Posido Casino,
Following up after a week, I would like to reiterate my request for clarification regarding this case. Could you please explain why the player’s account closure request was not acted upon, especially considering that she explicitly mentioned a gambling problem in her email on March 25?
Thank you in advance for your cooperation.
Dear findikfistik86,
I hope this message finds you in good health.
We would like to inform you that an email was dispatched on 13 May 2025, to the email address you registered with at the casino.
We have resent the email, and we would be grateful if you could provide a response at your earliest convenience.
We sincerely appreciate your patience and support as we work to resolve this matter.
Best regards,
Posido Casino Team
The email I registered with no longer exists. I no longer receive any emails. They should go to the S I have sent you a message via this email several times now. I have no patience anymore. It's annoying that you just don't understand! I can't answer emails on received. Write to me here then! What's going on???
Hello Kubo,
Can't you see what's going on here? Why don't they understand that the ticket number has been there since I wanted to block them and said that I don't want to play anymore and so on and so on, which is definitely confirmed. Now they're constantly writing to my old email address, which I can no longer receive emails to, what's so hard to understand about that? In the last email they wrote that I should clarify and that the old email address would be replaced by the new one, and now they're writing to the email address again and I'm not receiving anything. I'm really losing my nerve, this has gone too far. They're laughing their heads off and making fun of me, aren't they?!
The email has not existed since December last year and I reported it immediately
Dear findikfistik86,
Thank you for your clarification.
We would kindly ask you to check your emails ( we send to your new email address) and provide us with the requested documents in order to verify your new email address.
Once we can verify your new address, we will send you the settlement offer to your new address as soon as possible.
Thank you for understanding and your cooperation
Best regards,
Posido Casino Team
I think it is better if we clarify this here, as also on my new email S Nothing has been received yet. I have already provided you with all the relevant documents. See the email dated May 6, 2025. I would be happy to send you everything else again so I can offer you a comparison!
Best regards
I have now sent you another email from my new email address, with all the documents I already sent on May 6, 2025.
I want compensation for every day since December 1, 2024 that they have exploited me, offered me no protection, and did not block the site at my request.
Casino Guru was CC'd for every email I sent and was aware of what was being discussed. So, what are you writing about now, and how many messages do you need to send for the refund to be confirmed? Let me know in advance, and then I can start writing you 10 emails a day so you can get it set up and in place.
Please be open, I haven't lost my nerve yet and can still handle a few things.
Dear findikfistik86,
I hope this message finds you well.
Could you kindly provide us with the reference number of the email that was sent from your new email address?
Thank you for your assistance.
Best regards,
Posido Casino Team
Dear findikfistik86,
We would like to ask you to check the response provided by mail.
Thank you in advance.
Kind regards,
Posido Casino Team
Hello Kubo,
Can you initiate a process for me to get my money back? They offered me 50%, which is only 10% for me. I therefore want my full refund. They haven't responded since May 22nd. I don't know what kind of traffic they have. But apparently they don't care if they're sued and their license is called into question. This could end very badly for several parties, but they don't realize it! I have no more patience, so I'm asking for your help. Thank you very much! Best regards
Dear findikfistik86,
Could you please clarify what amount the 50% offer from the casino was based on?
Thank you.
Dear Posido Casino,
Could you please provide the player's complete deposit history from March 25, 2025, onward? I would appreciate it if you could send this information directly to my email address at [email protected].
Additionally, could you kindly confirm whether there was any active balance on the player's account as of that date?
Thank you for your cooperation.
Dear Jakub,
We would like to ask you to check the response provided by mail.
Thank you in advance.
Kind regards,
Posido Casino Team
Hello Posido,
I want a quick processing, I am willing to accept 3000€ as compensation and will then withdraw my complaint!
Best regards
Dear Posido Team
Please, can I politely request that this be processed more quickly? You can't repair the damage you've caused me if it takes any longer! I ask for your understanding.
Dear findikfistik86,
Thank you for your patience.
We have forwarded the details to the relevant department, so that they look into this further. As soon as there is an update, you will be notified immediately by email.
We sincerely apologize for the inconvenience caused. Rest assured, we are doing our absolute best to resolve the matter as soon as possible.
Best Regards,
PosidoTeam
Dear Kubo,
The message was sent that they would pay back 100%.
best regards
Dear findikfistik86,
We are pleased to convey that your refund has been successfully processed.
We would like to extend our sincerest apologies for any inconvenience this may have caused.
Kind regards,
Posido Casino Team
Hello, the money has arrived, you can withdraw the complaint.
Thank you very much for your effort!
A big thank you to the Casino Guru🫶
Hello findikfistik86,
We would like to update you that due to Kubo, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kubo has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kubo will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
Dear findikfistik86,
I’m happy to hear that your issue has been resolved! I’ll mark your complaint as "resolved" in our system. Thank you for your cooperation. If you face any further challenges with this or any other casino, please feel free to contact our Complaint Resolution Center. We’re always here to help!
We hope you had a great experience with our services. Although we don’t charge fees or accept tips, your feedback is essential to us. If you could take a moment to share your experience on Trustpilot (link here), we would really appreciate it. Your honest review and any suggestions for improving our complaint resolution process would be invaluable, helping others who might need assistance.
Thank you for helping us improve!
Best Regards,
Kubo
