Posido Casino - Samoisključenje igrača je kršeno ciljanim promocijama.

I would like to submit a complaint regarding responsible gambling and self-exclusion practices.

My account with Posido Casino was officially self-excluded and closed on 11 July 2025(due to gambling addiction,which i clearly wrote down to Posido). I have evidence confirming that the self-exclusion process was successfully completed and that the account was no longer active.

Despite this, on 23 April 2026 I received a personalized promotional email directly from Posido inviting me to join a VIP platform called VIPHive. The communication was not a generic advertisement but a targeted VIP invitation sent to my personal email address.

After receiving this invitation, I registered on VIPHive and resumed gambling activity, which resulted in financial losses(I can't calculate exactly-i am currently self excluded from Viphive-I dont have access to transaction history-it must have been around 700euro).

My concern is that a gambling-related promotional communication was sent many months after my self-exclusion had already been completed. As a self-excluded player, I believe I should not have been targeted with promotional material encouraging further gambling activity.

I understand that the exact relationship between Posido, VIPHive, and any operator involved may require further clarification. I do not have access to corporate or operational information that would allow me to determine the nature of that relationship. However, I can provide evidence that:

My Posido self-exclusion was completed on 11 July 2025.

The VIPHive invitation was sent directly by Posido on 23 April 2026.

The invitation encouraged me to engage in further gambling activity after self-exclusion.

For these reasons, I respectfully request that the Casino Guru mediation team review the circumstances of this case and seek clarification from the operator regarding the promotional communication sent after my completed self-exclusion.

Thank you for your time and consideration.

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Hello, thank you very much for submitting your complaint. I am truly sorry about your negative experience with Posido Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please forward your self-exclusion request from July 2025?
• Additionally, could you kindly share the promotional offer along with proof of the deposits made after the self-exclusion period?
• Am I correct in understanding that your latest gambling activity occurred at VIPHive?
• Could you please confirm if you have completed the KYC verification at this casino?

You can send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

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

Thank you very much in advance for your reply.

Best regards,

Attila

Thank you for your response.

First of all I tried to forward the mails but for some reason its not possible.So if the screenshots are not satisfying, please let me know.

Its quite difficult to provide proof of deposits since I am currently self exludeded from viphive and have no access to my account and transaction history.

I was playing to viphive till 20/05/26.

I have no completed KYC verification to Viphive.

self-exclusion from viphive

Thank you very much for your response. Could you please forward your original self-exclusion request from Posido Casino as well? Please forward it to my email at attila.g@casino.guru.

Thank you for your patience and cooperation.

Hello.

I replied to your mail.

Thank you.

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, Matej (matej.l@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,

Attila

Hello Christos_min, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I’d like to invite a representative of Posido Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the invitation of a known gambling addict into a high roller private casino and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.