Posido Casino - Player's account closure request is ignored.

No help to people with addiction. Impossible to close account on chat request. No stop gambling tools.

Dear conrad8720,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling section and I found this:

Self-exclusion request: you can contact Support Service Team via e-mail: support@posido.com, and we will close your account within next 24 hours. It's the player's responsibility to notify our Website of any other accounts the player might have and promise not to open any other accounts. Our Website will make reasonable efforts to try to prevent the opening of new accounts but it's the player's sole responsibility to make sure no other accounts are created. Our Website cannot be held accountable for potential losses on other accounts;

Could you please advise if you followed the live support's instructions and wrote an email? If you did, please forward this email to kristina.s@casino.guru. Also, do you currently have access to your casino account?

Thank you very much in advance.

Best regards,

Kristina

Yes I follow instructions on live chat and wrote email. I mean this is not fair if you report them gambling problem ant they put you in situation like writing emails and wait 24h. Looks like they are hope u spend more money during this time or change your mind. For you it mins you fall deeper to your addiction. Complaint is not about they dont follow T&C, is about that casino in general has very bad support when you have problem with should be their responsibility. Staff on chat is very nice bit they can't do anything.

Thank you for your reply, conrad8720. Can you please get back to my initial message and provide all the required information?

Sorry for waiting, now I forward my email to email i go from you also I confirm I have access to my account.I follow instructions from libe chat.

Thank you very much, conrad8720, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello conrad8720,

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

Dear all,

We are sorry for the situation and the delay.

Kindly note the account was closed due to the request. However unfortunately we were unable to locate e-mail letter with closure request.

We really appreciate your understanding.

Best regards,

Posido team

Dear conrad8720,

Did you write more than one email? Or was the email you provided the only time you tried to contact the casino via their designated email address?

Dear conrad8720,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Michal
Casino.Guru