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I have requested account close for over a month now, due to severe gambling addiction. I have even attached my psychiatrist report in the chat. They don’t close my account. Every time I chat I am being told it’s escalated and will be handled soon. No response to the emails. It’s been a struggle getting account closed on this casino

Hello Jashleen786,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise what reason you have given when requesting to block your account?

Please, let me explain you what the difference between closing the account and self-exclusion is:

Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, those are the two basic choices.

Closing an account is simple and has almost no impact - the player can reopen account anytime, and casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion, the casino agrees not to open this account or if yes only under particular circumstances (after cooling off period and this cannot be done for players who are addicted/with gambling problem).

Thank you very much in advance for your reply.

Best regards,

Nick

Self exclusion and remove all emails. ASAP

I went back to play again today, why don’t you just close my account. It’s frustrating. Yes, I want permanent closure. Self exclusion. Just do it asap please

Dear Jashleen786,

I hope you’re doing well.

Could you kindly forward the self-exclusion request, in which you mentioned gambling addiction, that you previously sent to the casino to nikolas.b@casino.guru for further review? This will assist us in evaluating the matter appropriately.

I appreciate your cooperation and look forward to your response.

Best regards,

Nick

I have requested account close for over a month now, due to severe gambling addiction. I have even attached my psychiatrist report in the chat. They don’t close my account. Every time I chat I am being told it’s escalated and will be handled soon. No response to the emails. It’s been a struggle getting account closed on this casino. I have wrote gambling addiction emails to the casino multiple times. Can you kindly close immediately

Dear Jashleen786,

Please forward the evidence of your self-exclusion request as mentioned above otherwise we are not able to proceed in resolving in this matter.

Awaiting your response.

Regards,

Nick

Dear Jashleen786,

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.

I have responded that I did chat message for self exclusion. I don’t know what else is required

Dear Jashleen786,

As stated previously, we need evidence that you have requested it - chat logs/e-mails.

Without providing it, we can't move forward and will be forced to close the complaint.

Please forward it as soon as possible.

Regards,

Nick

what else do you want?, stop playing the delay games here. Don’t your system have this emails?

Dear Jashleen786,

We are not the casino so no, we didn't have it in our system.

Thank you for providing the requested information. 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 Jashleen786,

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.

This is extremely frustrating, the casino must have the chat history?, I have been providing all the relevant proves yet, there is no support

Dear Jashleen786,

We are sorry for the delay, and thank you for your patience.

Kindly be advised that your account has been permanently closed as per your request.

Best Regards,

Posido Team

Dear Jashleen786,

Can you confirm the account closure so we can close this complaint as resolved in our system?

Confirmed

Dear Jashleen786,

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