I've been trying to delete my game account there for several weeks and countless emails to support. I haven't received a response, and my game account is still active.

I tried to achieve something via live chat, but I was only put off for several weeks.

For a gambling addict, this is unbearable and you keep paying in.

Ich versuche seit mehreren Wochen und unz?hligen E-Mails an den Support mein Spielaccount dort zu l?schen. Ich bekomme keine Antwort und mein Spielaccount ist immer noch aktiv.

Ich habe im Live Chat versucht etwas zu erreichen aber dort würde ich nur vertr?stet, seit mehreren Wochen.

Für einen spielsüchtigen ist das unertr?glich und man zahlt immer wieder etwas ein.

Dear dersmily,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain you what the difference is between closing the account and self-exclusion: 

• Closing an account is simple and has almost no impact - the player can reopen the 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 the cooling off period and this cannot be done for players who are addicted/with gambling problem). 

Do I understand correctly that you might have a gambling addiction and you want to self-exclude?

I have checked the casino's responsible gambling section, and it states that all self-exclusion requests must be sent via email to [email protected]. Based on the screenshots you shared, you didn't send your request to the correct email address.

When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action. 

Example: 

Email subject: Self-exclusion 

Player’s info: 

First name: 

Last name: 

DOB: 

Casino login: 

Email address: 

"Greetings xxx xxx, 

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime). 

The reason that preceded my decision is xxx (gambling addiction) 

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

Please send another email to Posido Casino and keep me informed about any further developments. Thank you in advance. 

Best regards, 

Natalia

Dear dersmily,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Natalia
www.kpvfaw.com