Posido Casino - A jogadora está com dificuldades para encerrar sua conta.

Hi, I've been registered in this casino for over a week now. I asked for my account to be closed. Is it possible that they always find excuses to not close my account? I'm asking you to help me close my gaming account with this and other casinos. The casinos in question are RTB, POSIDO, FRUMIZI, ELFCASINO, SPINAGA, SG, EMPYRI. For reasons that are blocking my line, I feel like I'm playing alone.

Salve sono iscritta in questo casino più di una settimana fà ho chiesto la mia chiusura del conto e possibile che mi trovino sempre scuse pur di non chiudere il conto ,chiedo a voi di aiutarmi a chiudere il conto gioco con questo e altri casino .i casino in questione sono RTB,POSIDO,FRUMIZI,ELFCASINO,SPINAGA,SG,EMPYRI,per motivi che mi bloccano la lineea e mi sembra di star lì a giocare da sola

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Posido Casino. If you have issues with any other online casino, kindly file a separate complaint for each one if the issues persist.

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

• Have you reached out to the casino's customer support at support@posido.com? With what result?
• When was the last activity (deposits, gameplay) on your account?
• Is your player's account verified?
• Would you consider yourself a vulnerable player in need of protection from gambling?
• Have you unsubscribed from the casino's marketing communication?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hi, yes, I contacted the site chat, then I sent several emails for closure, I can't understand why it takes so long to close the account

Salve si ho contattato la chat del sito, poi ho inviato più volte email per la chiusura non riesco a capire perché ci vuole tutto questo tempo per chiudere l'accaunt

Thanks for your reply.

• When was the last activity (deposits, gameplay) on your account?
• Is your player's account verified?
• Would you consider yourself a vulnerable player in need of protection from gambling?
• Have you unsubscribed from the casino's marketing communication?

Kindly share your responses to my questions so we can better determine how to assist you further.

Thanks in advance for your cooperation.

So I don't remember when my last activity was but I think I have to decide when to close a gaming account, don't you think? Anyway, I unsubscribed from marketing communications.

Allora non ricordo quando e stata la mia ultima attività ma penso che debba decidere io quando chiudere un conto gioco non creda.si comunque ho annullato l'iscrizione delle comunicazione di marketing

Thanks for the update.

On the screenshots you provided, the email address you used to contact the casino appears to be different from the one I found and recommended.

• Could you please confirm you reached the casino via email at support@posido.com? With what result?
• Is your player's account verified?

Thanks in advance for your reply.

Yes, the email you see in the screenshots is the same one I used to open an account with the casino in question, but they told me once that they don't have the language translated, and I did it even sent it in English, but nothing, they don't want to accept the closure of the account, once it wasn't that difficult to close a gaming account, you just had to say I want the closure and it even happened via chat

Si l'email che vedi nei screenshot e la stessa che ho aperto un conto con il casino in questione ma loro mi dicono una volta non hanno la lingua tradotta, e io che ho fatto lo mandato anche inglese,ma niente non vogliono accettare la chiusura del conto un volta non era così difficile chiudere un conto gioco bastava dire semplicemente voglio la chiusura e avveniva pure tramite chat

Dear mia81,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Kubo (jakub.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind 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 72 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 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear mia81,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Posido Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Posido Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons why the player's account remains open despite multiple closure requests?

Your detailed response is essential to ensure a fair, responsible, and transparent resolution of this matter.

Thank you in advance for your cooperation and timely reply.

Best regards,

Kubo

Dear Casino Guru,

The player has not yet submitted a formal closure request to support@posido.com as previously advised.

Consequently, the account remains open; however, I can proceed with the closure from our end if the player still wishes to do so?

Just need confirmation here, before we can proceed with closure.

Kind Regards,

Posido Team

S

Hello, it's not true. I've submitted the closure of my gaming account many times, but you answered once. You don't have a translator for the language, so I submitted it to you in English.

Salve non e vero ho presentato tante volte la chiusura del conto gioco ma voi avete risposto una volta non avete il traduttore della lingua e quindi ve lo presentato inglese

Dear All,

To prevent further delays and honor the user’s preference, we have closed the account as per the player's request.

Kind Regards,

Posido Casino Team,

Dear Posido Casino,

Thank you for your response and for taking appropriate actions.

Dear mia81,

Could you please confirm that your account has now been permanently closed, as stated by the casino, so that we may consider your complaint fully resolved?

Thank you for your cooperation.

Hi yes it's finally closed🙏thank you so much🥰

Salve si finalmente e stato chiuso🙏grazie mille🥰

Hello mia81,

We would like to update you that due to Kubo, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kubo has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kubo will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear mia81,

I’m pleased to hear that your issue has been successfully resolved. I’ll go ahead and mark the complaint as "resolved" in our system.

Thank you for your cooperation! If you encounter any further issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re here to assist you!

We hope your experience with our services was positive. While we don’t charge fees or accept tips, your feedback is incredibly important to us. We would greatly appreciate it if you could take a moment to share your thoughts on Trustpilot (link here). An honest review, along with any suggestions for improving our complaint resolution and mediation process, would be extremely valuable. Your insights can help others who may be facing similar issues.

Thank you in advance for your support in helping us enhance our services!

Best regards,

Kubo