Posido Casino - Se ignora la solicitud de cierre de cuenta del jugador.

Hello everyone, on 24th December 2024, I requested the closure of my account via live chat and clearly stated that they should close my account immediately. This was not done. Instead, bonuses were allocated to me, and I was given suggestions to suspend my account for 30 days. However, by then, I had already deposited and lost large amounts of money. I wrote this message to request the immediate closure of my account because I have a gambling addiction problem, and this prolonged waiting and postponement on their part is causing me harm. I would like all of my deposits from the period of the 24th to today's date to be refunded immediately.

Hallo zusammen ich habe am 24.12.2024 per live chat angefragt nach einer kontoschließung und auch unmissverständlich zu verstehen gegeben das sie mein konto unmittelbar und sofort schließen sollen dies wurde nicht getan mir wurden bonusse zugeteilt und Vorschläge mein Konto für 30 Tage zu sperren da hatte ich aber schon wieder unmengen an Geld eingezahlt und verspielt ich habe diese Nachricht geschrieben das sie mein Konto sofort schließen sollen weil ich ein Spielsucht Problem habe und mir durch dieses lange Warten und aufschieben ihrerseits Schaden zugefügt wird ich möchte alle meine Einzahlungen vom Zeitraum 24 bis zum heutigen Tage unverzüglich erstattet bekommen

Dear Mlsp,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Posido Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please forward your account closure request to my email at tomas@casino.guru for review?
• By which channels you contact the casino regarding your request? (email, live chat, etc.)
• Could you please advise whether your account is currently still open?

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello, on December 24th, I contacted the casino via live chat and then the live chat employee said he regretted it and would forward it to the relevant department. Then I received an email with a bonus offer, early cash back and loyalty bonus, which I accepted. Unfortunately, I have no proof of the live chat. I will forward the rest of the email and yes, my account is still open and I can still play. There is simply no response to closing the account. The VIP manager simply does not respond to this request or offers me a 30-day block which I have to confirm and in the same breath they offer me a bonus which I keep accepting so I can keep playing. Since December 24th, I have not deposited 2500 euros as described above, but 1965. I want this back and want the account to be closed permanently.

Hallo am 24.12 hatte ich das casino per live Chat kontaktiert und dann sagte der live Chat Mitarbeiter das er es bedauert und dies an die zuständige Abteilung weiter leitet dann kamen Mail mit Bonus angeboten vorgezogenen Cash back und treuebonus angeboten die ich angenommen habe über den live Chat habe ich leider keine Nachweise den Rest der Mail leite ich weiter und Ja mein Konto ist immer noch geöffnet und ich kann immernoch spielen reaktionen auf das schließen des Kontos kommen einfach nicht der VIP Manager reagiert einfach nicht auf diese Anfrage oder bietet mir eine 30 Tage Sperrung an die ich bestätigen soll und zusätzlich bieten sie mir einen Bonus im gleichen Atemzug an die ich immer wieder annehmen um weiter spielen zu können seit dem 24.12 habe ich nicht wie oben beschrieben 2500euro sonder 1965eingezahöt und verlorendiese möchte ich zurück und will das das Konto dauerhaft geschlossen wird

Dear Mlsp,

Thanks for your emails. Without proof, you informed the casino about your gambling problems or addiction on the 24th of December, we are unable to assist you with asking for a refund deposited and lost shortly afterward. I can see you mentioned your financial difficulties and addiction to casino support in the exchange on January 2nd.

If you find any other supporting evidence regarding the events as you describe them above please forward them to me and we'll try to assist you.

At the moment I would recommend you ask the casino for self-exclusion.

When applying for the self-exclusion, clearly state the reason for deactivating your account and specify the time period. Also, the email "Subject" should be clearly marked and easily recognizable as the casino support receives many requests per day. If it is marked visibly you will stand a better chance of having your request granted as soon as possible. 

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

Date of Birth:

Casino login:

Email address:

"Greetings Posido support/Posido VIP Manager,

I’m writing to inform you that I wish to be excluded immediately from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is gambling addiction and financial difficulties.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send 2 other emails, one to your VIP manager and one to casino support separately (you can CC me at tomas@casino.guru in the copy), and keep me informed about any further developments.

The account has now been blocked and I have always done everything via live chat and repeatedly asked for my account to be blocked. This was always ignored and there was never any response, even now that the account is no longer accessible there has been no response. I am of the opinion that I am completely within my rights and that I am entitled to the money that I lost because the casino did not react.

Das Konto wurde mittlerweile gesperrt und ich habe alles immer über dem live Chat gemacht und immer wieder drum gebeten das mein konto gesperrt wird dies wurde immer ignoriert und es kamen nie Rückmeldungen auch jetzt nach dem das konto nicht mehr zugänglich ist ist keine Rückmeldung gekommen och bin der meinung das ich da vollkommen im Recht bin mir mein geld zusteht was ich verloren habe da das casino nicht reagiert hat

Thanks for the update.

From our point of view, you need to inform the casino about suffering from gambling problems in order to be protected. Requests for account closure or block are not sufficient indications you need to be protected.

For us to ask for a refund, we would need proof you informed the casino and the casino failed to protect you. Without such evidence, we stand no chance of confronting the casino.

Since you only provided evidence of informing the casino on January 2nd and your account was blocked on January 3rd, We unfortunately cannot offer more assistance to you.

Please let me know if there is any information I might not have considered, otherwise I'll close the complaint.

Dear Mlsp,

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.

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.