The player from Germany faced issues depositing money into the casino. Despite repeated requests, their account was not deleted, and their emails were ignored. The player requested a self-exclusion and a refund of €900 due to the casino's failure to act on his self-exclusion request. The Complaints Team investigated and found no mention of gambling addiction in the player's communication with the casino. The case was marked as resolved after the player confirmed the issue was settled.
Posido Casino - Player’s account deletion request ignored.
Amount: ??
Posido Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
Public
Public
2 months ago
Translation
Despite repeated requests, my account still has not been deleted! My emails are simply being ignored!!
Automatic translation:
Public
Public
2 months ago
Hello Kwleon,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise what reason you have given when requesting to block your account?
Please, let me explain you what the difference between closing the account and self-exclusion is:
Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, those are the two basic choices.
Closing an account is simple and has almost no impact - the player can reopen account anytime, and 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 cooling off period and this cannot be done for players who are addicted/with gambling problem).
In the case of self-exclusion, if casino failed in this, player may ask for a refund.
Thank you very much in advance for your reply.
Best regards,
Nick
Public
Public
2 months ago
Translation
I requested a self-exclusion weeks ago, but Posido simply ignores it.
I hereby request a refund
Automatic translation:
Public
Public
2 months ago
Translation
You can only self-exclude from Posido via email. I did this on 03.06.24
jefovh unsuccessful. They keep accepting deposits. Request for refund of deposits from 02.06.24
Thanks
Automatic translation:
Public
Public
2 months ago
Dear Kwleon,
Please forward the e-mail you sent to the casino to nikolas.b@casino.guru.
Public
Public
2 months ago
Dear Kwleon,
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.
Public
Public
2 months ago
Translation
I want a refund of €900! Because the platform did not delete my account or simply ignored my self-exclusion! And this for over 4 weeks.
Automatic translation:
Public
Public
2 months ago
Dear Kwleon,
Based on the screenshot you provided, you did not mention gambling addiction to the casino at all. Is there any specific e-mail in which you did mention it? If yes, please forward it to
nikolas.b@casino.guru.
Also please can you clarify what e-mail did you forward your request to? The casino website clearly says that their support e-mail is support@posido.com while the screenshot is showing a different address.
Public
Public
2 months ago
Dear Kwleon,
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.
Public
Public
1 month ago
Dear Kwleon,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Casino.Guru
