Dopo aver effettuato l’autoesclusione il casinó Posido continua a farmi depositare e giocare, ha ignorato anche le mie e-mail dove chiedo di chiudere il mio conto gioco. Mi interessa solo che il mio conto gioco venga chiuso, non ricevere più messaggi promozionali e recuperare i soldi che ho depositato da quando ho effettuato l’autoesclusione.

Dear giulia2001porcu,

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 I can better understand the situation.

• Have you informed the casino of having gambling problems in the past?
• When was the last time you deposited in the casino?
• When was the last time you were in contact with the casino's live chat support, and what did you discuss?

As a precaution, I would recommend you request a new self-exclusion, but this time, include me in the copy of the email

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the time period. Also, the email Subject" should be clearly marked and easily recognizable as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Posido Casino Support,

I’m writing to inform you that I wish to be excluded immediately from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to [email protected] (you can include me in the copy at [email protected]) and keep me informed about any further developments.

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

Sì ho segnalato tramite la live chat di avere problemi col gioco d’azzardo facendo presente che ho effettuato l’autoesclusione a tempo indeterminato e chiedendo di chiudere il mio profilo in maniera definitiva, ma la mia richiesta è stata rifiutata e mi è stato detto di mandare un’e-mail, e-mail che ho mandato ed è stata ignorata. L’ultimo deposito l’ho effettuato ieri sera, l’ultima volta che ho contattato la live chat sempre ieri sera, per chiedere un resoconto delle mie ricariche del mese di marzo, ma nonostante un’ora di attesa non mi è stata data alcuna risposta, mi è stato promesso che mi sarebbe arrivata un’e-mail con su scritto quanto ho ricaricato nel mese di marzo, ma non è arrivata. Facendo due conti ho ricaricato circa 400 euro. Le altre volte che ho contattato la live chat ho chiesto aiuto per chiudere il profilo, ma nessuno me l’ha fornito. Adesso provvedo a inviare l’e-mail, c’è la possibilità di avere un rimborso? Grazie

Thanks for your reply.

Please forward the self-exclusion requests you sent to the casino to my email at [email protected] as evidence to support your complaint.

If you have saved any responses from the casino, please forward them to me as well.

Thanks for your cooperation.

I'll await your reply.

Quando ho inviato l’e-mail con la richiesta di Autoesclusione a [email protected] l’ho inviata anche all’e-mail [email protected], comunque provvedo a inviare a quest’ultima anche uno screenshot, mi faccia sapere se posso fare qualcos’altro, al momento non ho ancora ricevuto alcuna risposta da posido e il mio conto gioco è ancora attivo. Grazie.

I apologize for any misunderstanding.

You wrote:

Yes, I reported via live chat that I have a gambling problem, stating that I have self-excluded for an indefinite period and asking to close my profile permanently, but my request was rejected.

Please forward this communication to me. I apologize for the inconvenience.

Come posso recuperare le chat della live chat?

You can try asking for chat transcripts from casino support.

Has the casino closed your complaint after your request made on April 1st?

Please let me know

Buongiorno, sì è stato chiuso il giorno 9 aprile.

Thanks for the confirmation.

Have you made any deposits between April 1st and April 9th?

Has the casino stopped sending you marketing communication?

Did the casino share the chat transcripts to support your complaint?

Please let me know.

Dear giulia2001porcu,

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.

Ok, provvedo subito a recuperare la trascrizione della chat

Buongiorno, tra il 1 aprile e il 9 aprile ho effettuato tra i 90 e i 110 euro di ricarica , ho mandato un’e-mail per richiedere la trascrizione delle chat.

Thank you very much, giulia2001porcu, for providing the necessary information. I will now transfer your complaint to my colleague Matej ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello giulia2001porcu, 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.

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 issue with self-exclusion and clarify the situation? I would also appreciate if you can provide us with any and all relevant evidence.  

Thank you for your patience and cooperation in advance.

Certo, in che modo posso aiutarvi? Posido non ha ancora risposta alla mia e-mail e non ho ancora ricevuto la trascrizione delle chat

Dear giulia2001porcu,

We would like to inform you that you had sent us an email on 1st of April, 2025. Requesting to close your account and the reason you shared was due to gambling problems.

Unfortunately! We missed and we could not close your account earlier and we apologize for the inconvenience.

However, we had closed your account as per your request on 9th April, 2025. We had also sent a confirmation email.

Can you please share few more details regarding the chat transcript you want from us?

Waiting for your update.

Best regards,

Posido team.

Dear giulia2001porcu, do you have the original e-mail sent with your self-exclusion? And do you know at least roughly at what day and time have you talked to the live chat about your self-exclusion, or what was the name of the agent?

L’e-mail originale purtroppo è poco formale, infastidita dalle risposte degli operatori nella live chat, ho scritto :"Chiudete il mio conto, ho già fatto l’autoesclusione a tempo indeterminato con l’ADM, il vostro sito non rispetta le normative, non dovrebbe farmi giocare. Chiudete immediatamente " in data 5 marzo 2025. Le date in cui ho parlato con la live chat sono comprese tra il 20 febbraio e il 5 marzo.

Thank you for the additional information, giulia2001porcu.

Dear Posido team, could you please check the previous message and look up the chat history, and share it with me via [email protected], please?

Hello Matej,

We have sent an email to you.

We will wait for your update.

Best regards,

Posido team.

Thank you for the chat history provided!

After reviewing it, I can confirm that although the player mentioned self-exclusion via ADM, he did not mention anything regarding gambling addiction and as a reason for account closure stated issues with withdrawals and decision to "stop playing". None of the conversations with live chat shows a request for self-exclusion due to the gambling problem.

In light of this, we will take into account only the official self-exclusion sent to the Posido Casino on 1st of April. Following the 24 hours account closure policy of the casino, I have asked the representative whether there was any balance left on the account on the 2nd April, and whether any deposits and withdrawals have been made until the account closure on the 9th April. These are the only funds we can request to be refunded.

On a side note: Dear giulia2001porcu, self-exclusion via ADM (Dogane e dei Monopoli) is only valid for the casinos licensed by them. Since Posido is licensed by Anjouan Gaming Authority, they had no way of knowing about your self-exclusion, because they operate within completely different jurisdiction. Hope this helps to clear out the confusion, and once the casino replies to my questions, I will post an update here as well.

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.

Ok, grazie per il supporto da voi ricevuto.

Dear giulia2001porcu, can you confirm if you have had any balance on your account on 2nd April, and whether you have made any deposits and withdrawals since that day until the eventual account closure?

Sì, ho effettuato dei depositi, non riesco a capire quali sono stati effettuati su posido e quali no perché l’intestazione risulta diversa, alcuni sono intestati a adoniobet , altri a FLVA, quale di questi due corrisponde alle ricariche su Posido? Oppure corrispondono entrambi a Posido?

While I would not know about the payment details as I do not have the access to the casino's payment database, I am sure Posido team can shed some light on this situation.

Ok pertanto attendo risposta, grazie

Dear all,

We apologies for the delay in our reply.

We have sent an email to giulia2001porcu asking for the payment details to proceed with the refund request.

The total amount deposited between April 1st till April 9th, 2025. (Account was closed on April 9th) was = 40 EUR.

There were no balance. Therefore, the refundable amount is 40 EUR.

We have shared all the relevant evidence to Matej via email.

We will wait for giulia2001porcu to provide the payment details so we can proceed with the refund request accordingly.

Kind regards,

Posido team.

ok, ho inviato i miei dati in risposta all’e-mail di posido

I can confirm reception of the e-mail from the casino, alongside with the provided evidence. I would like to ask the Posido team to let us know once the payment is processed on your end, and once the player confirms reception, we'll close this complaint as unresolved. :)

Hello giulia2001porcu,

We are happy to confirm that your refund of 40 EUR has been processed, and the money has been sent from our side on 10th June, 2025.

The funds can take 3 - 5 working days to appear in your account, however, this is subject to the payment method used and your bank standards.

Our team wishes you all the best for your future activities!

Kind regards,

Posido team.

Thank you for letting us know, Posido team, much appreciated. :)

Dear giulia2001porcu, please let us know once you receive the refund, so we can close the complaint as resolved. :)

Dear giulia2001porcu,

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.

Buonasera, ho ricevuto i 40 euro di rimborso, grazie per il supporto .

Dear giulia2001porcu,

I am very happy to hear that your issue has been resolved, and would like to thank Posido Casino Team for looking into this matter. We'll go ahead and mark the complaint as 'resolved' in our system. I 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.

I would also strongly recommend installing free app BetBlocker (https://betblocker.org/it/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, so why not at least give it a try and see if it's any good? ;)

Lastly, 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/www.kpvfaw.com. 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,

Matej

www.kpvfaw.com