Posido Casino - La cuenta del jugador se vuelve a abrir después del cierre.

I have closed my account at Posido months ago due gambling problem. Yet they allowed me to login again and I lost 200 euros. They havent answered to my emails about refund demand for two weeks and the chat in their page is nor working. Ill attach a copy of my email that they didnt answer. I had different email, but I have registered there both times with Zimpler, which uses the bank details so all the details of my account is there exactly the same. Yet they havent respected any responsible gaming.

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Dear Kkriz,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling section, and I found this:

Self-exclusion request: You can contact the Support Service Team via e-mail at support@posido.com, and we will close your account as soon as practicable. It is the player's responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player's sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts.

Could you please forward me the account closure requests that you sent to the casino? My email address is kristina.s@casino.guru. Also, do you currently have access to your casino account?

Thank you very much in advance.

Best regards,

Kristina

Ill send them to your email. They closed my account again but only like two weeks after the closure request. And now they responded me that they dont have any record of my user in their userbase which is a lie of course since I have registered there twice with Zimpler using same bank accounts (casino takes the users details from the bank so. Its always the same)

Thank you very much for your reply, Kkriz. Do I understand correctly that you created two accounts? Or did you log in to the same account that was supposed to be closed?

Additionally, I have not received any emails from you yet. Please forward me all supporting evidence, so we can proceed with further investigation.

Dear Kkriz,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Kristina
Casino.Guru