Posido Casino - Solicitação de exclusão de conta do jogador ignorada.

Despite repeated requests, my account still has not been deleted! My emails are simply being ignored!!

Nach mehrmaligen Aufforderungen , wird mein Konto nicht ! gelöscht . Meine EMails werden einfach ignoriert !!

Hello Kwleon,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise what reason you have given when requesting to block your account?

Please, let me explain you what the difference between closing the account and self-exclusion is:

Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, those are the two basic choices.

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

In the case of self-exclusion, if casino failed in this, player may ask for a refund.

Thank you very much in advance for your reply.

Best regards,

Nick

I requested a self-exclusion weeks ago, but Posido simply ignores it.

I hereby request a refund

Ich habe vor Wochen schon einen Selbstauschluss angefordert . Doch Posido ignoriert es einfach .

hiermit fordere ich Rückerstattung

You can only self-exclude from Posido via email. I did this on 03.06.24

jefovh unsuccessful. They keep accepting deposits. Request for refund of deposits from 02.06.24

Thanks

Den Selbstausschluss kann man bei Posido nur über Mail machen . Dies tat ich schon am 03.06.24

jefovh erfolglos. Nehmen immer wieder Einzahlungen an . Bitte um Rückerstattung der Einzahlungen ab dem 02.06.24

danke

Dear Kwleon,

Please forward the e-mail you sent to the casino to nikolas.b@casino.guru.

Dear Kwleon,

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.

I want a refund of €900! Because the platform did not delete my account or simply ignored my self-exclusion! And this for over 4 weeks.

Ich möchte eine Erstattung von 900€ ! Da die Plattform mein Konto nicht gelöscht hat bzw. meinen Selbstausschluss einfach ignoriert hat ! Und dies über 4 Wochen .

Dear Kwleon,

Based on the screenshot you provided, you did not mention gambling addiction to the casino at all. Is there any specific e-mail in which you did mention it? If yes, please forward it to

nikolas.b@casino.guru.

Also please can you clarify what e-mail did you forward your request to? The casino website clearly says that their support e-mail is support@posido.com while the screenshot is showing a different address.

Dear Kwleon,

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.

The case can be closed

Der Fall kann geschlossen werden

Dear Kwleon,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Casino.Guru