Posido Casino - Заявката за закриване на акаунта на играча се игнорира.

I self-excluded myself from PokerStars and all the major gaming and betting platforms, but then I stumbled upon Posido where they let me register without documents, so I played for a few weeks.

After losing almost 3000 euros, I emailed them on October 29 to close and block me from their platform (to self-exclude), but they replied that I needed to provide my account name along with all the other information I had already given. I responded with all the possible and necessary data, and their reply was again to wait a few days because I was owed some cashback that I had accumulated.

During these exchanges, I ended up playing my entire salary, almost 2000 euros, again.

I sent an email strongly requesting not to ignore my request, stating that I am addicted to gambling, and I asked them to refund all the money I had deposited and played with since October 29 when I sent the first email requesting to block and close my account.

I don't know how to proceed because I am experiencing a certain desperation due to a lack of self-control and gambling addiction.

I would like to get back the money I've gambled since submitting the block and account closure request and forget about online casinos.

Mi sono autoescluso da poker stars e da tutte le più grandi piattaforme di gioco e scommesse..

ma poi mi sono imbattuto in posido dove mi ha fatto registrare senza documenti e quindi ho giocato per qualche settimana .

dopo aver perso quasi 3000 euro ho mandato L email il 29 ottobre di chiudere e bloccarmi dalla loro piattaforma ( quindi autoescludermi ) ma hanno risposto che dovevo fornire il nome account oltre a tutte le informazioni che avevo fornito. Ho risposto con tutti i dati possibili e necessari , e di nuovo la loro risposta è stata di aspettare qualche giorno perché mi spettava un certo cash back che avevo accumulato.

nel frattempo di queste richieste e risposte che ci siamo dati io ho giocato tutto lo stipendio quasi 2000 euro nuovamente.

ho mandato una e mail dove li ho richiesto vivamente di non ignorare la mia richiesta in quanto sono dipendente dal gioco e gli ho invitati a rimborsarmi tutti soldi che ho depositato e giocato dal 29 ottobre quando ho mandato L e mail con la prima richiesta di blocco e chiusura account.

non so come procedere perché sta subentrando una certa disperazione per una mancanza di autocontrollo e dipendenza da gioco d azzardo.

vorre riprendere i soldi che ho giocato da quando ho fatto richiesta di blcocco e chiusura conto e scordarmi dei casinò online .

Dear Marley93,

Thank you very much for submitting your complaint.

I’m sorry to hear about the difficulties you’ve faced regarding your self-exclusion request with Posido. To better understand your situation and proceed with your case, we would like to gather a few additional details. This will help us provide you with the best support possible.

Could you please clarify the following points:

• When you initially registered with Posido, were there any questions or options regarding self-exclusion, or did the platform request any responsible gaming information at that time?
• When you first emailed Posido to request account closure on October 29, did you receive any confirmation or acknowledgment from their support team? If so, could you let us know how they initially responded to your self-exclusion request?
• After you provided your account name and other requested information, did they confirm they received everything they needed? It would be helpful to know if they offered a timeline for your account closure after this point.
• Lastly, did they communicate any specific steps for users struggling with gambling addiction, or did they offer any resources for further support?

Please feel free to forward any communication from Posido to petronela.k@casino.guru if you believe it may be helpful for us to review.

Your cooperation is extremely important to us in moving forward with this case. Without these details, we won’t be able to effectively address the situation or advocate on your behalf.

I hope we will be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Dear Marley93,

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 we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.