The player from Germany requested the immediate closure of her account on December 24, 2024, due to a gambling addiction, but the casino did not comply and instead allocated bonuses and suggested a temporary suspension. She is seeking a refund of all deposits made after her closure request as the delay is causing her harm.
Posido Casino - Player’s account closure request is ignored.
Amount: €2,500
Posido Casino
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Case opened
Current status
Waiting for Casino Guru to reply
3d 6h 2m 45s
Case summary
4 days ago
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6 days ago
Translation
Hello everyone, on 24th December 2024, I requested the closure of my account via live chat and clearly stated that they should close my account immediately. This was not done. Instead, bonuses were allocated to me, and I was given suggestions to suspend my account for 30 days. However, by then, I had already deposited and lost large amounts of money. I wrote this message to request the immediate closure of my account because I have a gambling addiction problem, and this prolonged waiting and postponement on their part is causing me harm. I would like all of my deposits from the period of the 24th to today's date to be refunded immediately.
Automatic translation:
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5 days ago
Dear Mlsp,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Posido Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please forward your account closure request to my email at tomas@casino.guru for review?
- By which channels you contact the casino regarding your request? (email, live chat, etc.)
- Could you please advise whether your account is currently still open?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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5 days ago
Translation
Hello, on December 24th, I contacted the casino via live chat and then the live chat employee said he regretted it and would forward it to the relevant department. Then I received an email with a bonus offer, early cash back and loyalty bonus, which I accepted. Unfortunately, I have no proof of the live chat. I will forward the rest of the email and yes, my account is still open and I can still play. There is simply no response to closing the account. The VIP manager simply does not respond to this request or offers me a 30-day block which I have to confirm and in the same breath they offer me a bonus which I keep accepting so I can keep playing. Since December 24th, I have not deposited 2500 euros as described above, but 1965. I want this back and want the account to be closed permanently.
Edited
Automatic translation:
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4 days ago
Dear Mlsp,
Thanks for your emails. Without proof, you informed the casino about your gambling problems or addiction on the 24th of December, we are unable to assist you with asking for a refund deposited and lost shortly afterward. I can see you mentioned your financial difficulties and addiction to casino support in the exchange on January 2nd.
If you find any other supporting evidence regarding the events as you describe them above please forward them to me and we'll try to assist you.
At the moment I would recommend you ask the casino for self-exclusion.
When applying for the self-exclusion, clearly state the reason for deactivating your account and specify the time period. Also, the email "Subject" should be clearly marked and easily recognizable as the casino support receives many requests per day. If it is marked visibly you will stand a better chance of having your request granted as soon as possible.
Example:
Email subject: Self-exclusion
Player’s info:
First name:
Last name:
Date of Birth:
Casino login:
Email address:
"Greetings Posido support/Posido VIP Manager,
I’m writing to inform you that I wish to be excluded immediately from this casino and from receiving any gambling-related marketing material permanently.
The reason for my decision is gambling addiction and financial difficulties.
I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."
Please send 2 other emails, one to your VIP manager and one to casino support separately (you can CC me at tomas@casino.guru in the copy), and keep me informed about any further developments.
Casino Guru is examining the case
