The player from Portugal had requested self-exclusion from Casino Posido on June 24, 2024, due to excessive spending. The casino had ignored the initial request, which resulted in additional deposits being made. The account was eventually closed after multiple self-exclusion requests, and the player sought a refund for deposits made since the initial request. The Complaints Team had reviewed the situation and concluded that the casino's lack of response to the self-exclusion request and the player's claims of gambling addiction were not sufficiently supported by evidence, leading to the rejection of the complaint.
Posido Casino - Player's self-exclusion request has been ignored.
Amount: €1,000
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.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 months ago
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3 months ago
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Good afternoon. On June 24, 2024, I requested self-exclusion from my account at Casino Posido. I sent an email with the request as instructed on their website, and they informed me that the account would be blocked within 24 hours. I made my self-exclusion request because I was spending too much; it was a way to protect myself. The Casino ignored me and didn’t respond. On the 26th, after making some more deposits, I sent another email requesting self-exclusion again, and they responded, confirming they had received my request. Up to this day, after making several self-exclusion requests and continuing to make deposits as any person struggling to control themselves might do, I still didn’t receive proper assistance. Today, after informing their support line that I would request a refund of deposits, they finally closed my account. I am lodging this complaint because it is disgraceful how Posido does not provide proper support to its customers. Had they closed my account immediately, I wouldn't have spent so much. I want to request a refund for the deposits made since June 24, 2024. So far, Casino Posido has not given me any response. I demand a refund of my money.
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3 months ago
Dear Eliserra,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Posido Casino.
I can see you mentioned your struggle to control your gambling or gambling addiction only in your email sent on 2/7/2024
Please allow me to ask you a few questions, so I can better understand the situation.
- Have you mentioned your struggle to control your gambling or gambling addiction to the casino before this moment at any time, via email or live chat?
- Did the casino protect you from depositing or playing after July 2nd, 2024 by blocking your account permanently?
- Have you received any reply to your request for a refund from the casino?
- Could you please share the response from the casino if there was one already? My email is tomas@casino.guru
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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3 months ago
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Good morning, I come to respond to your response from Casino guru. I will send prints to your email to explain. Most of the conversations were via chat as they never responded to any of my emails, but most of the time the chat went down, there wasn't even time to take a screenshot. They didn't respond to any of my emails, and they even sent bonus proposals. This is very attractive for anyone with a gambling problem. Where is the player protection??? I asked for help, asked for closure and didn't even get a response. I want an immediate refund of my deposits since 24/06/2024, I really need it urgently. So far I haven't received any response from the Casino, just an email informing me that they closed my account yesterday. Thanks
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3 months ago
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Good morning, I would like to know if you already have an answer, please. I'm desperate.
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3 months ago
Thanks for your patience.
Have you made any deposits to the casino between 2/7/2024 when you informed the casino about your gambling problems and 10/7/2024 when your account was closed?
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3 months ago
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Good morning, yes I made around 600 euros in deposits in total. I still had winnings but they took so long to process that I ended up spending them. I need my money back please. I still have no response from them. Very desperate
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3 months ago
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Good morning, I apologize for my insistence, but I am really distressed. Do you still have no answer for my case? Thanks
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3 months ago
Thank you very much, Eliserra, for providing the necessary information. 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.
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3 months ago
Hello Eliserra,
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 self-exclusion request and clarify the situation?
Thank you in advance.
Respectfully,
Michal
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3 months ago
Dear Eliserra,
Thank you for contacting us!
Could you please provide us with a ticket reference number to your emails from 24/06/24 & 02/07/24?
Best regards,
Posido.com
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3 months ago
Translation
Good afternoon Casino posido! I don't understand what you're asking me. If you check your email, you'll see how many emails you've had from me since 24-06-2024. All unanswered to this day. The only email I received from you was on 10-07-2024, informing me that you were going to delete my account as I had requested.
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3 months ago
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I can't find the number (I think you're referring to the number of my complaint) because, as incredible as it may seem, the only emails I get from you that day are about bonuses and attractive offers, after I requested self-exclusion and mentioned my addiction. But I have proof of my emails sent, and surely you have access to this information? Or don't you see your customers' emails? !
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3 months ago
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Casino guru, I attach my emails sent to Casino posido on the dates they are mentioning, and I send the enticing emails received by them on those same days! Thank you, I look forward to an urgent resolution of this case.
regards
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3 months ago
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good afternoon Casino guru, i would like to know if you have an answer to my case pf. Thank you
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3 months ago
Dear Posido Casino,
Since it is highly likely that you did not get the information you have asked for, could you tell us once again what exact number are you wanting the player to provide?
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3 months ago
Dear Eliserra,
Thank you for your reply.
What we need from you is a ticket number automatically assigned to a mail after one sends it and is provided as an automatic reply to the mail sent, which could confirm the fact that it was sent to our mailbox and received by us.
Kind regards,
Posido.com team
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3 months ago
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You really are very funny. So you don't have access to my emails sent to you? Don't you already have a printout of my emails sent to you? The day I sent you my self-exclusion request, all I received from you was an email offering me bonuses! You're not going to tell me that even with the emails I've attached here you still have the nerve to doubt my word. You're not going to tell me that the only emails you can't find from me were me asking for self-exclusion. On your website it only says to send you an email with the request and in 24 hours they will close the account, it doesn't say that they will answer me or that I will have to save any numbers. I have proof of the emails with my request, that's more than enough. I hope I can resolve this situation simply and as quickly as possible, without having to go through legal channels.
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3 months ago
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I'm attaching the email I received from you on 26/06/2024 which says:" your question (16163535) has been received and is being analyzed by our support team." It was the only email received on these dates apart from the bonus emails! 
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3 months ago
Dear Eliserra,
Thank you for your reply.
Please be informed, that emails you mentioned on 24/06 & 02/07 couldn't be found in our emailing system.
In the email sent on 26/06 with a reference number 16163535 you didn't provide a reason for your account closure request.
Kind regards,
Posido.com team
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3 months ago
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So what did I mention? It's your word against the image of my emails sent to you. I've filed a complaint here in the hope that we can sort this out and come to an agreement, but since honesty isn't everyone's cup of tea, I'm going to take legal action. Casino posido I inform you that any communication for the time being will only be made through my lawyer who will notify you shortly.
Yours sincerely
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3 months ago
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And even though I didn't submit the request, they didn't close my account within 24 hours as stated on your website because? It doesn't say they'll close it in 24 hours, only if you tell them why. You have failed to comply with what is stipulated, and rules and laws are to be followed! Honestly, you're just trying to avoid responsibility. Of all the emails I've sent you, it's only the ones I've mentioned that I've had gambling problems that aren't in your system! But that's okay, a 600€ refund would be much cheaper than the whole process that will come from now on.
Sincerely
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3 months ago
Dear Posido Casino,
Do I understand correctly that the only email you have received is the one from the 26th of June, mentioning self-exclusion, but the gambling addiction was mentioned only on the 10th of July in the live chat session, following which the account was immediately closed?
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3 months ago
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Good morning Tomás, this information is not correct, because as I have already proven above with printscreens of my emails sent, I mentioned my gambling addiction in the email sent on 02/07/2024.
Casino claims not to have received my email, but my proof proves otherwise.
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3 months ago
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And nowhere on the casino's website does it say that for the account to be closed within 24 hours you have to mention gambling addiction. They have to comply with the stipulated deadlines or else be direct in these situations. I've suffered a lot but I did the right thing according to what is written on their website! Thanks Tomás
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3 months ago
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At no point on your website does it say that I have to mention my gambling addiction. I mentioned my gambling addiction on my own initiative on 07/02/2024, although you claim you didn't receive my email, and even if that were the case (which it isn't and I've proven otherwise with the print screen), in the email of 06/26 I asked for the Self-exclusion of my account as you confirmed, and you only closed my account on 07/10/2024. Until that day I never received any response or support. You have not practiced player protection!
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2 months ago
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Good evening Michal, I was wondering if you had any answers. Thank you
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2 months ago
Dear Eliserra,
I am trying to reach out to the casino outside of this thread, I will let you know when I will have any updates.
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2 months ago
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Good afternoon. I'd like to know if there's been any resolution to my case? Once again the bills are coming in and I haven't had a reply from Casino Posido. I'm desperate and trying to sort things out without going to court. I'm waiting for a brief reply pf
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2 months ago
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Good morning, I'm still waiting for an answer.
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2 months ago
Dear Eliserra,
Due to the evidence I was able to review, it is quite likely that the emails you have mentioned, the ones from 24/06 & 02/07, were not delivered properly or were not sent at all, since the casino claims there are not in their system. Another piece of information that would confirm this is the fact that you did not get an automated reply from the casino, confirming the receipt of those emails, with the assigned reference number.
The first instance of you mentioning gambling addiction to the casino live chat was on 10/7, and it was immediately answered with account closure, as per the casino's terms and conditions. Until this time, and after you allegedly sent the self-exclusion due to gambling problem emails, you only used the live chat to Inquire about bonuses, withdrawal requests, and game errors. After the mention of gambling addiction in the chat, your account was closed immediately.
Can you tell me if you sent these email correctly, meaning if you can find them in the "sent emails" directory?
Also, dear Posido Casino team,
Could there be any error or bug that would prevent the emails from being delivered to you?
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2 months ago
Dear Michal,
Thank you for your reply.
Please be informed, that we have no errors/bugs in our mailing system.
Kind regards,
Posido team
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2 months ago
Dear Eliserra,
We believe that if a player wants to self-exclude themselves due to gambling addiction, this fact should be specifically mentioned in the request. As soon as you mentioned the gambling addiction in the live chat, your account was closed.
Regarding the emails, we do not consider the email screenshots as sufficient evidence, which is further supported by the fact that you did not get an answer containing the ticket reference number. We do not necessarily think the screenshots are fake, we just do not think they are sufficient proof. We believe that if a player wants to self-exclude themselves due to a gambling problem, he should try every possible way of contacting the casino, multiple times. Sending an email and then informing the casino in the live chat a week later is not considered enough effort by us.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
