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 I have evidence confirming that the self-exclusion process was successfully completed and that the account was no longer active.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.

Dear Christos_min,

Thank you for reaching out to us.

We would kindly like to inform you that your refund has already been complete on the 10.06 and your account has been permanently closed.

Please let us know if there is anything else that we can do for you.

We thank you for your cooperation.

Kind regards,

Posido Team

Dear Matej and Posido Team,

Thank you for your response.

However, I believe the latest reply from Posido does not address the subject of the current complaint and may unintentionally create confusion regarding the issue under investigation.

The refund mentioned by the casino relates to a previous case involving a self-exclusion violation on the Posido platform itself. That matter was already resolved, compensation was paid, and my account was permanently closed.

My current complaint concerns a separate event that occurred after my account had been closed and the self-exclusion process had already been completed. Specifically, it concerns the VIPHive invitation that I received despite my status as a self-excluded player.

For this reason, I respectfully submit that the key questions raised by Matej remain unanswered:

What is the relationship, if any, between Posido and VIPHive?

How was my information used for the purpose of sending this invitation?

Why was a personalized VIP invitation sent to an individual whose account had already been permanently closed following a self-exclusion case?

At present, the casino's response appears to focus on a previously resolved matter rather than the issue that is currently being investigated.

I would therefore appreciate further clarification from Posido regarding the specific circumstances surrounding the VIPHive invitation, as this is the core subject of my complaint.

Thank you all for your time and assistance.

Kind regards,

Christos

Dear Christos_min,

Thank you for your reply.

Please be informed that we are not connected to a VipHive and we would recommend addressing your concern directly with the support of the casino in question.

We hope this helps to clarify the case.

Kind regards,

Posido Team

Dear Posido Team,

Thank you for your response.

I appreciate your clarification that you are not connected to VIPHive.

However, this raises an important question that remains unanswered.

The VIPHive invitation was sent directly from Posido to my personal email address and was presented as a personalized VIP invitation. If Posido has no connection whatsoever with VIPHive, I would appreciate an explanation as to how and why this communication was sent by Posido in the first place.

My concern is not based on assumptions regarding ownership, but on the fact that the invitation originated from Posido after my account had already been permanently closed following a completed self-exclusion.

I believe this point is central to the present complaint and would appreciate further clarification.

Kind regards,

Christos

Dear Christos_min, could you please upload new screenshots of the VIP Hive invitation e-mails, with the sender's whole address being visible? On the originals posted above it only shows "Posido" as the sender, but not the actual address. Thank you.

Thank you very much Christos_min, this is exactly what we needed to see.

Dear Posido Casino, as per the screenshot above, the offer has been sent from your marketing e-mail. Can you please check and make sure player's credentials have been blacklisted and all contact details taken down from your mailing and SMS marketing lists?

Dear Christos_min,

Thank you for your reply and patience.

We would kindly like to apologize for the inconvenience of receiving promotional emails.

Please be informed that all email communication has been disabled.

We hope this helps to clarify the case.

Kind regards,

Posido Team

Thank you very much for the confirmation, dear Posido Casino.

Dear Christos_min, can oyu pelase let me know if you have registered with VIP Hive, and whether you are satisfied with this outcome? Cheers.

Dear Matej,

Thank you for your continued efforts throughout this investigation.

Yes, I did register with VIPHive after receiving the personalized invitation sent from Posido's marketing email.

For me, there is a direct causal connection between that invitation and my subsequent registration. Had I not received that email, I would never have visited VIPHive, registered there, or continued gambling. The invitation was the sole reason I became aware of the platform and decided to join it.

While I acknowledge Posido's apology and the fact that my marketing communications have now been disabled, I cannot say that I am satisfied with the outcome.

The core issue has never been the promotional email itself. The issue is that a player whose self-exclusion had already been completed, whose account had been permanently closed, and who had previously received compensation from Posido due to a responsible gambling failure, was nevertheless targeted with a personalized VIP invitation sent from Posido's own marketing email.

In my opinion, this is fundamentally inconsistent with the principles of responsible gambling. Although Posido now states that it is not connected with VIPHive, it has not explained why such an invitation originated from its own marketing channel after my self-exclusion had already been completed.

Thank you once again for taking the time to investigate this matter.

Kind regards,

Christos

Thank you for the details, dear Christos_min.

I completely understand your position. One more thing I would lik to establish is the disputed amount of 700 EUR indicated when lodging this complaint. Is it the sum of your deposits at VIP Hive you have made after registration?

It is more or less the total amount i deposited at Viphive,exactly, after my registration.Since i have no longer access, i estimate, based on my bank transactions.

Thank you for the confirmation, dear Christos_min.

I am waiting for some information, then will provide a further update on options - most likely on Monday. Thank you for your understanding.

Apologies for longer wait time than usual, I just needed to get som information together, to be able to proceed with the mediation.

Dear Posido Casino, with the player's account being closed in both - the casino and the VIP room - and the marketing communication stopped, I would like to proceed to the second part of the complaint. Could you please e-mail me (matej.l@casino.guru) player's cashier history showing deposits and withdrawals from the VIPHive to establish the disputed amount? Thank you.

Dear Matej,

Thank you for your reply.

We would kindly ask you and the player to open a new complaint regarding his VipHive account as we are solely responsible for our Posido Casino and do not have any information regarding other accounts of the player.

Therefore, we are not able to provide the requested information and cannot assist in that case.

We thank you for your understanding.

Kind regards,

Posido Team

Dear Posido Casino, since the promotional materials were sent from your e-mail address, it links the VIP room to your casino. Feel free to e-mail me (matej.l@casino.guru) the proof that VIP Hive is a separate entity, and I will make sure the complaint is reassigned. Unless the link can be disproved, VIPHive is seen as an extension of Posido Casino and therefore the refund can be processed by either entity. Thank you for your understanding.

Dear All,

Thank you for your patience.

Please be informed that the case is currently under investigation and we will inform you as soon as possible with further information.

We thank you for your understanding.

Kind regards,

Posido Team