Posido Casino - Jogador exige reembolso de depósitos feitos após autoexclusão.

Dear gabrielosei,

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

Please note that the casino is not licensed under the German license and is therefore not part of the German self-exclusion scheme.

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

• Could you please advise whether your account has been blocked or if it is still accessible to you?
• Have you informed the casino about suffering form any gambling problems recently or in the past?
• Has the casino responded to your refund request already? What did the casino reply?

I would recommend that you send a self-exclusion request to the casino if your account hasn't been closed yet.

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be 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 Casino Support,

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

The reason for my decision is that I am suffering from gambling problems.

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 another email to support@posido.com (you can include me in the copy at tomas@casino.guru) and keep me informed about any further developments.

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Dear Tomas,

Thank you for your feedback and your willingness to help me with this matter.

I am happy to answer your questions:

My Posido account is currently still active, and I have not yet excluded myself.

I suffer from a gambling addiction and have therefore been registered in the OASIS blocking system for some time. This means I should never have been allowed to access sports betting or gambling – regardless of the provider.

I have already requested a refund from Posido, but have not received a clear response or any concessions so far.

I would like to emphasize that I am not requesting a partial refund, but a full repayment of my losses of €1,700. The basis for this is my legally binding ban in the OASIS system, which should have been recognized and respected by the provider – even though Posido does not have a German license, the offer is still aimed at German players, which entails a certain responsibility.

I will now, as recommended, send an email with a formal request for self-exclusion to support@posido.com and make a copy of it.

Thank you for your support and I hope you can help me enforce my rights.

Best regards

Gabriel *****

Lieber Tomas,

vielen Dank für Ihre Rückmeldung und Ihre Bereitschaft, mir in dieser Angelegenheit zu helfen.

Gerne beantworte ich Ihre Fragen:

Mein Konto bei Posido ist derzeit noch aktiv, ich habe mich bislang nicht selbst dort ausgeschlossen.

Ich leide unter Spielsucht und bin daher seit einiger Zeit im OASIS-Sperrsystem eingetragen. Das bedeutet, ich hätte niemals Zugriff auf Sportwetten oder Glücksspiele haben dürfen – egal über welchen Anbieter.

Ich habe bereits eine Rückerstattung bei Posido beantragt, jedoch bisher keine klare Antwort oder ein Entgegenkommen erhalten.

Ich möchte betonen, dass ich keine Teil-Erstattung, sondern eine vollständige Rückzahlung meiner Verluste in Höhe von 1.700 € fordere. Die Grundlage dafür ist meine rechtlich bindende Sperre im OASIS-System, die vom Anbieter hätte erkannt und respektiert werden müssen – auch wenn Posido keine deutsche Lizenz besitzt, richtet sich das Angebot trotzdem an deutsche Spieler, was eine gewisse Verantwortung mit sich bringt.

Ich werde nun wie empfohlen eine E-Mail mit einem formellen Antrag auf Selbstausschluss an support@posido.com senden und Sie dabei in Kopie nehmen.

Vielen Dank für Ihre Unterstützung und ich hoffe, dass Sie mir dabei helfen können, mein Recht durchzusetzen.

Mit freundlichen Grüßen

Gabriel *****

Do you have any experience? What are the chances that I'll get my money back?

Haben sie Erfahrung ? Wie hoch stehen die Chancen das ich mein Geld zurück erhalte ?

I have a new message from posido.

Paula (Posido)

May 1, 2025, 21:18 EEST

Dear Mr. Osei,

Thank you for contacting our support team.

We would like to inform you that, according to our Terms and Conditions, any funds in your game account will be voided during the process.

If you wish to continue, please confirm your decision and consent by replying to this email.

If you have any further questions, please do not hesitate to let us know.

Best regards,

Your customer service team

Ich habe eine neue Nachricht von posido.

Paula (Posido) 

1. Mai 2025, 21:18 OESZ 

Sehr geehrter Herr Osei, 

Vielen Dank, dass Sie unser Support-Team kontaktiert haben.

Wir möchten Sie darüber informieren, dass gemäß unseren Allgemeinen Geschäftsbedingungen jegliches Guthaben auf Ihrem Spielkonto während des Vorgangs ungültig wird.

Wenn Sie fortfahren möchten, bestätigen Sie bitte Ihre Entscheidung und Zustimmung, indem Sie auf diese E-Mail antworten.

Wenn Sie weitere Fragen haben, zögern Sie bitte nicht, uns diese mitzuteilen. 

Mit freundlichen Grüßen, 

Ihr Kundendienst-Team

Thanks for your reply.

Please note OASIS self-exclusion scheme is applicable only for online casinos with a German license. OASIS won't share information regarding self-excluded persons with entities that are not licensed under the German license, therefore, the protection won't work outside these boundaries.

In casinos not licensed in your home country, you'll need to take advantage of the self-exclusion options available to you and provided by the casino itself.

An immediate self-exclusion request, such as the one from the template I shared with you earlier, is preferable. We believe that if you inform the casino about your gambling problems, they are obligated to protect you from further gambling in a reasonable timeframe.

From your message, it's unclear what you discussed with the casino besides a refund of your lost funds, therefore, our advice is the same: we recommend you ask the casino to self-exclude you due to gambling problems. We won't be able to assist you with your refund request for the reasons I outlined in this post. Please let me know whether you have already followed our advice and whether the casino closed your account.

I don't care if they close my account, I want my money back!!!!

Ob die mein Konto schließen ist mir egal , ich will mein Geld zurück !!!!

Thanks for your reply.

I am sorry, but we won't be able to assist you without evidence that you informed the casino about your gambling problems.

You can follow our recommendation to seek protection even after the complaint is closed. Thank you for your understanding. Please do not hesitate to contact us if you run into issues with any online casino in the future.