Posido Casino - Player's self-exclusion request has been ignored by the casino.

Good morning.

On April 1st, after losing a substantial amount of money at this casino, I requested self-exclusion due to my gambling addiction. This is a problem that I have been suffering from for years and it is ruining my life.

After sending this request to the casino via email, as specified in their terms and conditions, I received an automatic email confirming my request had been received. Following this, I logged out of my account and tried to forget about the casino for a few days.

On April 16th, while checking my email, I found messages from this casino offering me bonuses to play. Upon logging in, I discovered that my account had not been closed as I requested during a moment of clarity. As an addict, the sight of this open opportunity (I have self-exclusion from all other casinos) led me to lose control and gamble away any money I could lay my hands on.

After all this, I contacted the casino again to request account closure and ask for a refund of my losses since the day I requested self-exclusion, which they had ignored and instead offered bonuses to encourage further gambling. The casino finally closed my account, but in regards to refunding my money, they have said they'll be in touch. However, it's already been three days and I've heard nothing. I demand a refund of my money, as this illness has already caused me enough suffering and ruined my life.

Please help.

Dear Ganador100, 

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion: 

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the 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 the cooling off period and this cannot be done for players who are addicted/with a gambling problem). 

Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is veronika.l@casino.guru. Have you received any reply to your self-exclusion request (dated April 1) from the casino except for the automatic reply?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply. 

Best regards, 

Veronika

Thank you very much Veronica

I just sent you two emails with the information.

Hello, the casino has contacted me to solve it by returning my losses. It seems that they are going to solve it, I will keep you informed in case they don't.

Thank you for the update. Could you please forward me the email you received from the casino regarding your refunds?

How many deposits have you made to your casino account since April 1, when you requested to be self-excluded?

Dear Ganador100,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.