The player from Italy self-excluded from several platforms but registered at Posido without providing documentation. After losing almost 3,000 euros, he requested account closure on October 29, yet received replies requiring additional information and delays due to cashback owed. He is now seeking a refund for the money gambled after his self-exclusion request and is struggling with gambling addiction.
Posido Casino - Player’s account closure request is ignored.
Amount: €2,000
Posido Casino
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Case opened
Current status
Waiting for player to reply
0d 10h 58m 48s
Case summary
1 week ago
Public
Public
1 week ago
Translation
I self-excluded myself from PokerStars and all the major gaming and betting platforms, but then I stumbled upon Posido where they let me register without documents, so I played for a few weeks.
After losing almost 3000 euros, I emailed them on October 29 to close and block me from their platform (to self-exclude), but they replied that I needed to provide my account name along with all the other information I had already given. I responded with all the possible and necessary data, and their reply was again to wait a few days because I was owed some cashback that I had accumulated.
During these exchanges, I ended up playing my entire salary, almost 2000 euros, again.
I sent an email strongly requesting not to ignore my request, stating that I am addicted to gambling, and I asked them to refund all the money I had deposited and played with since October 29 when I sent the first email requesting to block and close my account.
I don't know how to proceed because I am experiencing a certain desperation due to a lack of self-control and gambling addiction.
I would like to get back the money I've gambled since submitting the block and account closure request and forget about online casinos.
Automatic translation:
Public
Public
1 week ago
Dear Marley93,
Thank you very much for submitting your complaint.
I’m sorry to hear about the difficulties you’ve faced regarding your self-exclusion request with Posido. To better understand your situation and proceed with your case, we would like to gather a few additional details. This will help us provide you with the best support possible.
Could you please clarify the following points:
- When you initially registered with Posido, were there any questions or options regarding self-exclusion, or did the platform request any responsible gaming information at that time?
- When you first emailed Posido to request account closure on October 29, did you receive any confirmation or acknowledgment from their support team? If so, could you let us know how they initially responded to your self-exclusion request?
- After you provided your account name and other requested information, did they confirm they received everything they needed? It would be helpful to know if they offered a timeline for your account closure after this point.
- Lastly, did they communicate any specific steps for users struggling with gambling addiction, or did they offer any resources for further support?
Please feel free to forward any communication from Posido to petronela.k@casino.guru if you believe it may be helpful for us to review.
Your cooperation is extremely important to us in moving forward with this case. Without these details, we won’t be able to effectively address the situation or advocate on your behalf.
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,
Petronela
Marley93 has 0d 10h 58m 48s to reply
