The player's requested a refund of his deposits after his account wasn't blocked due to self-exclusion in another casino. We closed the complaint because the player didn't reply to our messages and questions.
Dear Gurus,
yhis casino has neglected a self exclusion request placed by me for the company as early as April 15th, 2021. This request had been sent to Wazamba casino. I have been later excluded by their sister casino ExciteWin as well. All of this because a gambling problem.
Yet I was still able to play on Posido despite of this, for a total of about 240 eur. They have reviewed my refund request for two weeks now, but its not going anywhere. Please help me get a refund. I have attached relevant documents.
Dear yoyeli,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience.
I checked the casino websites you mentioned, but I am unaware of any clear connection between them.
Please understand that casinos licensed under Curacao are not obligated to enforce self-exclusion between brands of associated casinos.
Also, Posido Casino is licensed under a different license -Estonia.
Could you please explain when did you open your account in Posido Casino and when was the casino made aware of your gambling problems? Did you request self-exclusion in Posido Casino at any time? Is your account still open?
Thank you very much in advance for your reply.
Best regards,
Tomas