Posido Casino - El jugador está teniendo dificultades con su solicitud de autoexclusión.

Ladies and Gentlemen

I hereby file an official complaint against the online casino Posido. Despite repeated email contact, I have not received a response to my repeated requests to delete my account and refund my deposited funds.

I have a proven gambling addiction and am therefore not responsible for gambling. Posido Casino does not have a valid license for the German market, which is why I am entitled to a refund of all deposited amounts. The company has failed to protect me despite my problematic gambling behavior and has so far ignored my requests.

I therefore urge you to take over my case and take all necessary steps to achieve a quick and lawful resolution. Enclosed you will find all relevant information about my account and my previous attempts to contact me.

Thank you for your support and I look forward to your feedback.

Best regards

Sehr geehrte Damen und Herren,

hiermit reiche ich eine offizielle Beschwerde gegen das Online-Casino Posido ein. Trotz mehrfacher Kontaktaufnahme per E-Mail habe ich keine Antwort auf meine wiederholten Anfragen zur Löschung meines Kontos und zur Rückerstattung meines eingezahlten Geldes erhalten.

Ich leide nachweislich an einer Spielsucht und bin daher unzurechnungsfähig, wenn es um Glücksspiele geht. Posido Casino hat keine gültige Lizenz für den deutschen Markt, weshalb ich ein Anrecht darauf habe, dass mir sämtliche eingezahlten Beträge zurückerstattet werden. Das Unternehmen hat mich trotz meines problematischen Spielverhaltens nicht geschützt und meine Anfragen bisher ignoriert.

Ich bitte Sie daher dringend, meinen Fall zu übernehmen und alle notwendigen Schritte einzuleiten, um eine schnelle und rechtmäßige Lösung herbeizuführen. Anbei finden Sie alle relevanten Informationen zu meinem Konto sowie meine bisherigen Kontaktversuche.

Ich danke Ihnen für Ihre Unterstützung und freue mich auf Ihre Rückmeldung.

Mit freundlichen Grüßen

Dear davejackson95,

Thank you very much for submitting your complaint. I'm very sorry to hear about your negative experience.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can reach me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

Hello Veronika, thank you for the quick reply.

I have already applied for a self-exclusion from all casinos licensed in Germany, and this has already come into effect.

I have contacted Posido Casino several times again, but unfortunately without success.

Meanwhile, I'm still receiving offers via email and text message, so I'm starting to feel like I'm being ripped off.

It should not happen that a provider is allowed to play with people's addiction/illness in this way.

I hope you can help me and have a nice day.

Best regards

Guten Tag Veronika, Danke für die schnelle Antwort.

Ich habe bereits einen Selbstausschluss für alle in Deutschland lizensierende Casinos beantragt, diese ist auch schon in Kraft getreten.

Ich habe erneut mehrfach Das Posido Casino kontaktiert, aber leider ohne Erfolg.

Ich erhalte derweil immer noch Angebote per Mail sowie per SMS also so allmählich fühle ich mich verarscht.

Es darf nicht passieren, dass ein Anbieter so mit der Sucht/Krankheit von Menschen spielen darf.

Ich hoffe ihr könnt mir weiterhelfen und ich wünsche einen schönen Tag.

Liebe Grüße

Dear davejackson95,

We would like to inform you that, your account has been closed upon your request. And we have sent a confirmation email as well.

We would like to draw your attention to the following points of the General Terms and Conditions, which you accepted when creating your account on our website:

 4.1 :- By opening an account on our Website and by using our Website you warrant that:

<...>

• you do not have a gambling addiction, you don’t use the Website under the influence of alcohol, drugs or other substances;

• you fully understand and accept the fact that there is a possibility of monetary loss while using our services;

<...>

 2.2 :- The Company does not provide any assurances or warranties with regards to the legality of your use of the Website, particularly in case gambling is prohibited, regulated or unregulated in your jurisdiction. It is solely your responsibility to know the laws of your country concerning online gambling and the use of the Website, at all times. Before attempting to open an account with the Website and thereafter each time before using it you must verify whether online gambling is legal in your particular jurisdiction. By using this Website, you warrant that you are legally allowed to gamble online. If at any time online gambling in your jurisdiction becomes illegal or otherwise restricted, you must immediately close your account with the Website and stop using its services.

6.6.2 :- No refund can be performed after the deposit in question (or the associated bonus) has been used to place a bet.

Furthermore, we would like to point out that according to § 762 of the German Civil Code (Bürgerliches Gesetzbuch - BGB), the money paid in the context of a game of chance does not have to be repaid.

Also, please note, you had sent a closure request on March 5th, 2025 and after that there was no deposits attempted in your Posido account.

Therefore, according to the aforementioned article, there is no refund available for your account.

We hope this clears things up for you.

Our team wishes you all the best for your future activities!

Best regards,

Posido team.

Dear Posido Casino representative,

Thank you for reaching out and for providing us with additional details regarding the player's case.

Dear davejackson95,

Could you please confirm whether you requested the closure of your account for the first time on March 5 and that no further deposits were made after this date? Thank you in advance for your cooperation.

Ladies and Gentlemen

I confirm that I requested closure and a refund of my deposited amounts on March 5, 2025. Unfortunately, I have not yet received any refund.

Therefore, the case is not yet closed on my part.

1. § 134 BGB – Statutory prohibition

If the unlicensed casino violates the State Treaty on Gambling, the contract between you and the casino is void – i.e. legally ineffective.

This means that Posido Casino is obliged to refund my money.

If this does not happen within 14 days of today, I will take legal action.

Especially since I was still receiving offers until yesterday, but the reason I hadn't deposited anything was because I had my partner change my password, so I couldn't log in to continue playing.

So I hope they are reasonable (Posido Casino) otherwise I will consult my lawyer.

And last but not least, I also submitted a request for information pursuant to Article 15 of the General Data Protection Regulation (GDPR), which they have not yet complied with or answered.

I would also like a reply to my email.

Thank you Casino Guru for your assistance and I request further clarification.

Kind regards

Sehr geehrte Damen und Herren,

Ich bestätige dass ich am 05.03.2025 die Schließung sowie die Rückerstattung meiner eingezahlten Beträge beantragt habe, leider habe ich bisher noch keine Rückzahlung erhalten.

Daher ist der Fall meinerseits noch nicht abgeschlossen.

1. § 134 BGB – Gesetzliches Verbot

Wenn das Casino ohne Lizenz gegen den Glücksspielstaatsvertrag verstößt, ist der Vertrag zwischen dir und dem Casino nichtig– also rechtlich unwirksam.

Bedeutet also ist Posido Casino verpflichtet mir mein Geld zurück zu erstatten.

sollte dies nicht binnen 14 Tage von heute passieren, dann werde ich rechtliche Schritte einleiten.

Zumal ich bis gestern immer noch Angebote erhalten habe, warum ich aber nichts eingezahlt hatte ist, da ich das Passwort von meiner Partnerin ändern lassen habe, so dass ich mich nicht mehr einloggen konnte um weiter zu spielen.

Also hoffe ich dass sie vernünftig sind ( Posido Casino) ansonsten werde ich mich mit meinem Anwalt beraten.

Und zu allerletzt hatte ich auch eine Anfrage zur Auskunft nach Art. 15 Datenschutz-Grundverordnung (DSGVO) angefragt, dieser sind sie bisher auch nicht nachgekommen beziehungsweise haben diese beantwortet.

Hierfür möchte ich auch noch eine Antwort auf meine Mail haben.

Danke Casino Guru für ihre Mithilfe und ich bitte um weitere Klärung.

Freundliche Grüße

Thank you for your response. Unfortunately, we at Casino Guru don’t deal with complaints related to licensing regulations and policies. I understand your point, but sadly, we’re not in a position to help you. We are an independent online casino database that acts as a mediator in resolving players’ disputes. We have no authority to enforce the legality of rules.

Moreover, we are unable to handle complaints related to GDPR issues. If you wish to pursue your case, we recommend that you contact the appropriate authorities instead of contacting Casino.Guru. While we always strive to assist players who have been affected by unfair casino practices, GDPR laws are beyond our area of expertise. 

Due to the aforementioned reasons, this complaint will now be closed. 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.

Best regards

Veronika

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