The player from Spain reported that his account with Posido had been reopened without his consent after he closed it due to gambling addiction issues. He received unwanted communications and was frustrated with customer service's lack of response while he sought to close his account again and reclaim his lost funds. The Complaints Team attempted to gather necessary documentation to assist with the complaint but ultimately had to reject it due to the player's lack of response to inquiries.
Posido Casino - Player’s account has been reopened without consent.
Amount: €5,000
Posido Casino
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Closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 month ago
Public
Public
1 month ago
Translation
Good morning. Approximately 6 months ago, I managed to close my account with Posido due to gambling addiction problems.
To my surprise, a couple of weeks ago they reopened it without my consent and started bombarding me with emails, texts, and bonuses... I believe they have seriously violated my fundamental rights and committed serious offenses by inciting gambling, etc...
Obviously, the result has been that I ended up betting and losing a lot of money.
Since they reopened the account, I have been talking to customer service twice daily via chat, where I always receive the same response, which is:
I completely understand your frustration and I am very sorry for the wait. Your request has been forwarded to the appropriate team, and you will receive a response as soon as possible.
Currently, the process must be completed via email channel, so it is necessary to wait for a response from the responsible department. I sincerely apologize for any inconvenience and thank you for your patience while your request is being handled.
In parallel, I send an email every day asking them to resolve this issue,
providing the reason, all my details, email, ID, etc... I have not received any response to these emails either.
Please, I would like to resolve this issue and have my account closed immediately; I would also like to know if, since they reopened my account fraudulently, I can request that the lost money be returned in some way?
I would like to report these unscrupulous people and have them held accountable for the illegal actions they are committing and the damage they are causing me.
I have transcripts of some of the chat conversations and the emails sent with all my complaints since they reopened my account.
I really appreciate your help.
Automatic translation:
Public
Public
1 month ago
Dear Jordi198223,
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.
Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is dominika.l@casino.guru.
Could you let me know when exactly your account was reopened and how you found out about it?
Thank you very much in advance.
Best regards,
Dominika
Sensitive attachment
Sensitive attachment
1 month ago
Translation
The account was reactivated, I think, on January 26 or 27, when I started receiving SMS and emails with free bonuses until January 28, when I fell, and on the same day, the 28th, I started requesting the account closure. I'll send you the emails in private,
Good afternoon, I just received a response from a VIP agent to my endless requests, which I leave here for you so you can see the level of commitment of these "scum"
Automatic translation:
Public
Public
1 month ago
Dear Jordi198223, did you receive any confirmation by email that your account was closed 6 months ago?
Did you specify how long you'd like your account to remain closed in the request you submitted 6 months ago?
To assist you with your complaint, we require evidence of your self-exclusion request from 6 months ago, which should clearly state your gambling problem and the desired closure period. Without this documentation, we can only assist you in closing your account if it hasn't been closed yet.
Please forward me the account closure requests that you sent to the casino so we can better assist you.
