Posido Casino - Player’s account closure request is delayed.

Good evening, I need help with the Posido casino. On July 20th, I requested to close my account with self-exclusion, which is already active on other casinos. I also asked for my account to be closed, otherwise I would request a refund of my deposits, which total around €800, but they have not closed it. They've also blocked me from accessing the live chat. Please help me close it and, if possible, retrieve my money. (Attached are screenshots of the emails.)

Dear francescofoggia, 

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion: 

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the 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 the cooling off period and this cannot be done for players who are addicted/with a gambling problem). 

Could you please specify the reason for closing your account? Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is veronika.l@casino.guru. 

Thank you very much in advance. 

Best regards, 

Veronika

Sent by email

Thank you for your email. Unfortunately, in the screenshots you provided us with, you did not mention the reason why you wish to close your account. Please understand that we can assist with refunds only for players who explicitly state that they wish to self-exclude or close their account due to a gambling addiction or problem. If you did not specify this in your initial account closure request, I’m sorry, but from our perspective, you are not eligible for a refund of your lost deposits.

Could you please advise if you ever specified the reason why you wish to close your account?

if in the meantime we could get the account closed, since they're still sending me offers.

I am sorry but in the screenshot you sent here, you do not specify the reason why you want to close your account.

When applying for the self-exclusion, always state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have a valid proof of such action.

Example:

Email subject: Self-exclusion due to gambling addiction

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing materials for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is gambling addiction.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

If you have not yet specified that you wish to be self-excluded due to gambling problems, please send the email with the text I provided here to the casino and add my email address in the copy (veronika.l@casino.guru). Thank you for your cooperation.

Dear francescofoggia,

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.