The player from Germany tried to close their account due to gambling addiction but faced ongoing issues with undelivered emails and unresponsive customer service. They had been attempting to close the account for months and requested a refund for recent deposits due to the provider's failure to respond. The issue was resolved after the player confirmed an agreement with the casino, resulting in a successful refund. The complaint was marked as 'resolved' in the system, and the player was encouraged to provide feedback on the service received.
Posido Casino - Player's account closure request is delayed.
Amount: €6,000
Posido Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 week ago
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1 month ago
Translation
In October 2024 I tried to contact the website via email address to close my account due to my gambling addiction. Unfortunately without success as the emails cannot be delivered as the recipient is unknown.
The site's live chat also told me it was the right address. But I always get the same error.
I've been trying to close my account there for months. I continued to deposit money there because of my addiction. The account remained open, of course, because emails weren't arriving and the chat told me I could only close my account by email.
2 days ago the chat told me to contact the write. That would be the right address ...
That's what I did and I asked for the account to be closed as advertised within 24 hours and for my deposits since the first attempt to contact to be refunded, as the fault clearly lies with the provider.
The email arrived... but no one responded. The case numbers are 23892002 and 23989715.
Automatic translation:
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1 month ago
Hello Matze392,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Posido Casino. Please allow me to ask you a few more question before we would move forward.
- Could you please advise if your account is already verified and if yes, since when exactly?
- Did you ever mention your gambling problem to the live chat support?
- When was the last time you spoke to the casino and what was it about?
I've also checked the casino website and a completely different e-mail address is stated there:
Looking forward to your answer.
Regards,
Nick
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1 month ago
Translation
Hello Nick,
The email address from the screenshots is on the German homepage. I have informed them of my problem both in the chat and in my emails.
I am not verified. I was not asked to do so. The last time I spoke was at the time of the last email to the supposedly correct email address. That was also about closing the account due to addiction. But I was referred to the email again.
I have not yet received a reply to the last email from the day before yesterday...
Edited
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1 month ago
Translation
Hello,
The casino has not contacted me yet. The email was sent over a week ago...
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1 month ago
Hello Matze392,
Would it be possible to forward evidence of mentioning gambling problems in your e-mails and to their live chat as well? - please forward it to nikolas.b@casino.guru for further review.
Awaiting your response.
Regards,
Nick
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1 month ago
Translation
Hello 🙂 I have forwarded everything to the email address. Thanks!
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1 month ago
Hello Matze392,
Thank you for all the e-mails provided. I will now forward your complaint to my colleague Michal (michal.v@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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1 month ago
Hello Matze392,
My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.
I would like to request the presence of a representative from the casino in this conversation.
Dear Posido Casino,
Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.
Thank you in advance.
Respectfully,
Michal
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3 weeks ago
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.
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2 weeks ago
Dear Matze392,
I have reached out to the casino internally, outside of this thread. That's why I am setting one last timer. Thank you for your patience.
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2 weeks ago
Translation
Hello, my profile has now been blocked there. I still haven't received a response from the casino and I haven't received any compensation. I hope they get in touch here.
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2 weeks ago
Dear All,
We kindly apologize for the delay.
We would like to confirm you that we are looking into the request.
Kkriz, we would kindly request to provide us a reply to the email received.
Thank you for your cooperation.
Kind regards,
Posido Casino Team
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2 weeks ago
Translation
Hello,
the casino contacted me and offered me a whopping 100 euros…
In my opinion, the error lies with Posido. I find this ridiculous. I have been trying to contact them since October and have deposited almost 6000 euros because I could not close the account....
I'm happy to accommodate the casino, but not like that.
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2 weeks ago
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The casino has now told me they're offering me €200 because no emails were received before February 2025, even though I've sent them several times. I've also provided them. I'm curious to see what the response will be...
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2 weeks ago
Dear All,
We are pleased to confirm that the refund has been successfully completed.
Thank you for your cooperation.
Kind regards,
Posido Casino Team
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2 weeks ago
Dear Matze392,
Can you confirm for me that you reached an agreement with the casino and that you have received the refund successfully?
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2 weeks ago
Translation
I've reached an agreement with the casino. The refund has been issued!
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1 week ago
Dear Matze392,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Michal V
Casino.Guru
