Hello i hope you are doing well. I am contacting you regarding my complaint against Estolio limited who has accepted my bets on posido.com casino after i have told them many times before on their other sister casinos belonging to estolio limited like luckyelektra.com, playzilla.zom, nomini.com, houseofspades.com and other casinos who belong to them and all are under the same company, that i have gambling addiction and i want to be self-excluded permanently for gambling addiction. I did this to protect myself from gambling addiction but i was able to play on posido.com where i lost huge amount of money because of this.

I am contacting you to help me to get refund the net losses that was played on posido.com casino after i have told them numerous times that i wanted to be self-excluded permanently because of gambling addiction from their casinos.

on all of the casinos i have always registered using my bank account with zimpler or trustly and all the data are the same and all payments have gone to them from the same bank account i have. infact even the live chat agents are the same on all of those casinos.

online casinos have social responsibility to protect vulnerable persons from harm or exploitation from gambling but they keep letting me play on their casinos and accept my money even after telling them i have gambling addiction and want to be self-excluded permanently from their casinos. All gambling operators are subject to both regulatory and moral obligations to restrict access to any person that may not be in control of their gambling.

I also found exactly same kind of complaint as mine on www.kpvfaw.com complaint forums, where a player had self excluded for gambling addiction previously from estolio limited casinos they operate like excitewin.com etc. and was able to play on posido.com. He is also a finnish player just like me and estolio limited refunded his net losses from posido.com so i also deserve to be refunded my net losses on posido.com.

Also i messaged them to give me the reply to these questions and also i asked them to sent all my data that under the GDPR laws i have the right to get if they don't want to just settle the case and refund my net losses which include my transaction history, gameplay history, self-exclusion data, communication logs and the bank statement and the SOW documents because they did that aswell. They never sent me the data i asked for.

I have provided evidence for all of my points and accusations to this complaint and i hope we can finally after 6 months to solve this complaint. I also have many more proofs of self-exclusions under their casinos for gambling addiction and other proofs but unfortunately because of the maximum allowed attachements limit i can't attach all of them at the same time

the total net loss on posido.com: 8318,3e

Dear sam_i,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Could you please advise if you ever communicated your gambling problem directly to this casino? When you sent that email and when you managed to register with Posido Casino?

Please understand that if you self-exclude yourself from one casino it doesn’t necessarily mean that you are protected on all the other associated websites.

Looking forward to hearing from you.

Best regards,

Petronela

Hello. no i did not at that time when i was able to play there but when gambling addiction is the reason for the self-exclusion then it needs to be applied to all properties or casinos. Also similar case like mine i provided proofs was here and they ofcourse refunded him

Also i would like an answer from them and the data i asked for to be sent if they decide not to refund. Thats why im here because its important to get a reply from them.

hello again. the casino now replied finally so this complaint can be closed. thank you.

i attached their reply to this message

Thank you, sam_i, for your reply. Do I understand correctly that your problem has been resolved successfully in the meantime? Do I have your permission to close this complaint as resolved or is there anything else we could try to help you with? Looking forward to hearing from you. 

hello. yes the complaint is resolved the casino finally send replied like you can see on the screenshot. I would appreciate if you could censor the last reply where i attached the reply from posido since it shows my full name there. Thank you

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, sam_i, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

www.kpvfaw.com

PS: The attachment in your previous reply is marked as sensitive hence, visible to involved parties only (yourself, casino, and www.kpvfaw.com).