Posido Casino - O pedido de encerramento da conta do jogador está atrasado.

In October 2024 I tried to contact the website via email address to close my account due to my gambling addiction. Unfortunately without success as the emails cannot be delivered as the recipient is unknown.

The site's live chat also told me it was the right address. But I always get the same error.

I've been trying to close my account there for months. I continued to deposit money there because of my addiction. The account remained open, of course, because emails weren't arriving and the chat told me I could only close my account by email.

2 days ago the chat told me to contact the write. That would be the right address ...

That's what I did and I asked for the account to be closed as advertised within 24 hours and for my deposits since the first attempt to contact to be refunded, as the fault clearly lies with the provider.

The email arrived... but no one responded. The case numbers are 23892002 and 23989715.

Ich habe im Oktober 2024 versucht über die Mailadresse der Homepage support@posido158.com mein Konto aufgrund meiner Spielsucht zu schließen . Leider ohne Erfolg da die Mails nicht zugestellt werden können da der Empfänger unbekannt ist .

auch der Live Chat der Seite sagte mir es sei die richtige Adresse . Es kommt aber immer der gleiche Fehler .

seit Monaten versuche ich dort mein Konto zu schließen. Habe aufgrund der Sucht dort weiter eingezahlt . Das Konto blieb natürlich offen da Mails nicht ankamen und der Chat mir sagte ich kann nur per Mail mein Konto schließen.

Vor 2 Tagen sagte mir der Chat ich solle doch an die support@posido.com schreiben. Das wäre die richtige Adresse …

das habe ich dann auch getan mit der Bitte um Schließung des Kontos wie beworben innerhalb 24 Stunden und Erstattung meiner Einzahlungen seit dem ersten Kontaktversuch da hier ganz klar der Fehler beim Anbieter liegt .

die Mail kam auch an… gemeldet hat sich allerdings niemand . Die fallnummern sind die 23892002 und 23989715.

Hello Matze392,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Posido Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• Did you ever mention your gambling problem to the live chat support?
• When was the last time you spoke to the casino and what was it about?

I've also checked the casino website and a completely different e-mail address is stated there:

Looking forward to your answer.

Regards,

Nick

Hello Nick,

The email address from the screenshots is on the German homepage. I have informed them of my problem both in the chat and in my emails.

I am not verified. I was not asked to do so. The last time I spoke was at the time of the last email to the supposedly correct email address. That was also about closing the account due to addiction. But I was referred to the email again.

I have not yet received a reply to the last email from the day before yesterday...

Hallo Nick,

auf der deutschen Homepage steht die Mailadresse aus den Screenshots. Ich habe sowohl dem Chat als auch in meinen Mails auf mein Problem aufmerksam gemacht.

verofiziert bin ich nicht. Wurde auch nicht dazu aufgefordert. Das letzte Mal gesprochen habe ich zum Zeitpunkt der letzten Mail an die vermeintlich richtige Mailadresse. Es ging auch da um die Schließung des Kontos aufgrund der Sucht. Es wurde aber wieder auf die Mail verwiesen .

ich habe auf die letzte Mail von vorgestern aber auch noch keine Antwort erhalten …

Hello,

The casino has not contacted me yet. The email was sent over a week ago...

Hallo,

bisher hat sich das Casino nicht bei mir gemeldet. Die Mail ist über eine Woche her…

Hello Matze392,

Would it be possible to forward evidence of mentioning gambling problems in your e-mails and to their live chat as well? - please forward it to nikolas.b@casino.guru for further review.

Awaiting your response.

Regards,

Nick

Hello 🙂 I have forwarded everything to the email address. Thanks!

Hallo 🙂 ich habe alles an die Mailadresse weitergeleitet . Danke !

Hello Matze392,

Thank you for all the e-mails provided. I will now forward your complaint to my colleague Michal (michal.v@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Matze392,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Posido Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.  

Thank you in advance.

Respectfully,

Michal

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Matze392,

I have reached out to the casino internally, outside of this thread. That's why I am setting one last timer. Thank you for your patience.

Hello, my profile has now been blocked there. I still haven't received a response from the casino and I haven't received any compensation. I hope they get in touch here.

Hallo, mein Profil wurde dort mittlerweile gesperrt. Ich habe aber nach wie vor keine Antwort des Casinos erhalten und auch eine Entschädigung ist nicht gekommen. Hoffe die melden sich hier mal .

Dear All,

We kindly apologize for the delay.

We would like to confirm you that we are looking into the request.

Kkriz, we would kindly request to provide us a reply to the email received.

Thank you for your cooperation.

Kind regards,

Posido Casino Team

Dear Matze392,

Please proceed according to the casino's instructions.

Hello,

the casino contacted me and offered me a whopping 100 euros…

In my opinion, the error lies with Posido. I find this ridiculous. I have been trying to contact them since October and have deposited almost 6000 euros because I could not close the account....

I'm happy to accommodate the casino, but not like that.

Hallo,

das Casino hat mich kontaktiert und mir sage und schreibe 100 Euro angeboten…

Da der Fehler in meinen Augen hier bei Posido liegt. Finde ich das lächerlich. Ich versuche ja immerhin seit Oktober die zu erreichen und habe , weil ich das Konto nicht schließen konnte fast 6000 Euro eingezahlt ….

Ich komme dem Casino ja gerne entgegen aber nicht so .

The casino has now told me they're offering me €200 because no emails were received before February 2025, even though I've sent them several times. I've also provided them. I'm curious to see what the response will be...

Das Casino hat mir nun gesagt das sie mir 200 € anbieten da ja vor Februar 2025 keine Mails eingegangen sind, obwohl ich ja mehrfach welche geschrieben habe. Diese habe ich ja auch zur Verfügung gestellt. Ich bin gespannt was da als antwort kommt...

Dear All,

We are pleased to confirm that the refund has been successfully completed.

Thank you for your cooperation.

Kind regards,

Posido Casino Team

Dear Matze392,

Can you confirm for me that you reached an agreement with the casino and that you have received the refund successfully?

I've reached an agreement with the casino. The refund has been issued!

Ich habe mich mit dem Casino geeinigt. Die Erstattung ist erfolgt !

Dear Matze392,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Michal V 

Casino.Guru