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Complaint: Repeated Self-Exclusion Breach and Unauthorised Reopening of Account

I am submitting this complaint regarding a serious failure by Posido Casino to properly enforce my self-exclusion request and responsible gambling protections.

In 2024, I requested self-exclusion from my account due to gambling addiction. This request was clearly made for responsible gambling reasons and is supported by email correspondence that I still have in my possession.

Despite this, my account was reopened in 2025 without my consent.

On 16 May 2025, I again requested self-exclusion / account closure due to gambling-related issues, which is also documented in my email communication with the casino.

However, the account was once again made accessible, and I subsequently received multiple promotional emails and offers encouraging me to return to gambling.

As a direct result of this failure to enforce self-exclusion safeguards, I was able to access the casino again and incurred losses of 350€.

I would like to note that I have retained all email correspondence with the casino regarding my self-exclusion requests, account closures, and related communications, which clearly demonstrate the timeline and my intent to exclude myself for gambling-related reasons.

Although I do not have screenshots of all transactions, I can provide proof of deposits through my bank statements and Skrill transaction history, which confirm the payments made during the relevant period.

I believe this represents a repeated breach of responsible gambling obligations, as my self-exclusion request was not properly enforced and marketing communications were still sent despite my restriction requests.

I am therefore requesting a refund of the 350€ lost after the most recent breach.

Thank you for reviewing my complaint. I am willing to provide any additional documentation if required.

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Stay safe.

Hello,

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

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps if available, to my email at tomas@casino.guru. Any other evidence to support your complaint can also be included.
• When was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

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

Hello Tomas,

the last time I was able to access my account was on the 21 of April the same day I was also able to deposit and after that I requested my account to be closed (for the third time) for gambling reasons and request the refund ( for the first time). I wanted to ask if you prefer screenshots of the emails between me and the casino support team or if I can forward you the entire thread via email as well as screenshots of some of the promotional emails I have received . I have both the conversation regarding my first , second and third account closure request. I can forward the entire threads but I have to do so by sending you 3 different emails. If that works for you I can do it immediately.

Thanks in advance .

P.S. The casino replied by letting me know that the account has been closed and only after I asked if they are willing to refund me the amount I deposited did they tell me they are looking into it. I am currently waiting for their reply.

Thanks for the clarification and the update provided.

Please note I haven't received any evidence so far from you to support your claims. If we are to confront the casino, the relevant communication needs to be supplied first. I apologize for the inconvenience.

My email is tomas@casino.guru

Please let me know whether the casino decided to refund you or not. Share their decision with me as well

Looking forward to your reply.

Hello , Tomas

i just resolved the issue with the casino and that is why I did not send you the requested information. The casino agreed to refund the request amount which was credited a few minutes ago. My account on appears to have also been closed permanently. I would like to thank you for your assistance and for the exceptional job you guys are doing.

thanks for everything!!!

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear GBal,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Tomas