The player from Germany faced significant software issues and had difficulty closing their account with the casino. Despite multiple requests for closure and poor communication, the player eventually managed to close the account. They sought a refund of at least half the money deposited. We determined that without evidence of unfair treatment or a self-exclusion request citing gambling issues, no refund was warranted. The complaint was rejected due to lack of response from the player.
Posido Casino - Player’s account closed after persistent issues and requests.
Amount: €450
Posido Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
4 months ago
Public
Public
5 months ago
Translation
Hello, I deposited a lot of money here. Zero chance of winning. The software lagged, making a normal game impossible. Several requests regarding account closure were ignored or the chat was disconnected. Email contact was not possible. Allegedly, the emails could not be delivered. For my first closure request, they offered a €65 bonus, which I unfortunately accepted, hoping that the servers would work properly. The games continued to lag, zero chance of winning. I've deposited a lot for nothing, not even for service. Today, after a half-hour chat, I finally managed to close my account. This place exploits people's gambling addiction. Verification is also not possible. I want at least half of the money I deposited in this dubious online casino refunded. I advise everyone not to invest even a cent here. This place makes people sick.
Automatic translation:
Public
Public
5 months ago
Dear tapsi508,
Thank you very much for submitting your complaint. I want to inform you that we cannot make a case solely based on what you are describing. Sometimes you might get lucky and sometimes not; that's how casinos and casino games work. I would recommend reading our article about Payout ratio (RTP): https://casino.guru/learn-about-games-of-chance-rtp-variance.
If you have more information that would help our case, please forward it to me. Unfortunately, at this time, if we don’t have any evidence proving that something unfair is going on, there is nothing we can do. Please do not hesitate to contact me if there is anything else, I could do for you regarding your complaint.
Best regards,
Nick
Public
Public
5 months ago
Translation
The first email was sent on May 10th with a request to close the account, but no response. In between there were several chat requests. In most cases the chat was simply closed without success during communication. Further requests to support emails had no chance, email from May 27th could apparently not be delivered. Email from May 28th was unsuccessful. The chat is a game of time. Only those who are persistent might be lucky enough to close the account. Posido works with other people's desire to play. Otherwise the requests to close the account would be taken seriously.
Automatic translation:
Public
Public
5 months ago
Dear tapsi508,
Did you request them to close your account or for self-exclusion?
Please keep in mind that if you requested a simple account closure, the casino may offer you further bonuses and you can reopen your account anytime.
Public
Public
5 months ago
Translation
Hello, I requested closure for the first time on May 10th. This request remained unanswered. Then I requested several times in the chat. The first request I was stupid enough to accept the bonus. Further chats were always timed so that I was constantly kicked out of the chat program because of the time limit. On May 27th I sent another email to the address provided by the casino, asking them to close the account immediately. This email apparently could not be delivered. Another email on May 28th. This remained unanswered. Then I was finally able to hold a chat and with a lot of persistence and a long delay I was kicked out of the program again... but apparently in such a way that they finally closed the account. I asked several times for closure and for no promotional emails to be sent to me.
Automatic translation:
Public
Public
5 months ago
Dear tapsi508,
As mentioned above, if you did not request for self-exclusion mentioning gambling issues or addiction, you are not entitled for any kind of refund.
Is there anything else we could assist you with?
