Hello

I have in the above mentioned casino

Several times via live chat attempt to block my account because I am addicted and I was given two email addresses which I then wrote to

at the first

I get no answer

and the second one that was given to me

[email protected] the email does not go through at all because the address does not seem to exist

Despite several attempts to make contact, I have now relapsed and lost 320 euros

Can someone please help me, I don't know what to do anymore

Best regards

Hallo

ich habe in denn oben genannten Casino

mehrfach über denn livechat Versuch mein Konto zu sperren da ich süchtig bin und es wurden mir zwei email Adresse gegeben wo ich dann auch hingeschrieben habe

bei der ersten

[email protected] bekomme ich keine Antwort

und die zweite die mir gegeben worden ist

[email protected] geht die email erst garnicht durch da die Adresse anscheinend nicht vorhanden ist

ich bin trotz mehrfachen Versuchen’s da ein Kontakt herzustellen jetzt rückf?llig geworden und habe 320 Euro verspielt

kann mir da vielleicht jemand helfen, ich wei? nicht mehr was ich machen soll

Mit freundlichen Grü?en

Dear Jaykay25,

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

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

I have checked the Responsible Gaming section of Posido Casino, and this is what I found:

Self-exclusion request: you can contact Support Service Team via e-mail: [email protected], and we will close your account within next 24 hours. It's the player's responsibility to notify our Website of any other accounts the player might have and promise not to open any other accounts. Our Website will make reasonable efforts to try to prevent the opening of new accounts but it's the player's sole responsibility to make sure no other accounts are created. Our Website cannot be held accountable for potential losses on other accounts;

Would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at [email protected].

Thank you in advance for your cooperation.

Best regards,

Veronika

Hello Veronika

thanks for the quick reply

I have always asked for the account to be blocked and also mentioned that it is an addiction problem

I sent him a screenshot of my emails but unfortunately I never got a reply

the live chat always gave me only this email address

I last tried it yesterday evening and I got the email address again: [email protected]

Best regards

Hallo Veronika

danke für die schnelle Antwort

Ich habe immer um eine Sperrung des Kontos gebeten und dabei auch erw?hnt das es sich um ein Suchtproblem handelt

ich habe ihn Screenshot von meinen gesendet emails geschickt leider habe ich nie ne Antwort bekommen

der Live Chat gab mir immer nur diese email Adresse

zuletzt hatte ich es gestern Abend versucht da bekam ich auch wieder die email Adresse : [email protected]

Mit freundlichen Grü?en

Hello

I have sent to the email address

also sent a request to block the account and there has been no response so far

and if I look under the section

Responsible Gaming is displayed to me there following email

displayed

I also took a screenshot of it

I simply don't get a response no matter which email I sent asking to block my account

I have already lost over 200 euros

I urgently need help

Hallo

ich habe an die email Adresse

[email protected] auch ne Anfrage auf Konto Sperrung geschickt und da kam bisher auch keine Antwort

und wenn ich bei mir unter denn Abschnitt

Verantwortungsbewusstes Spielen gehe wird mir dort folgende email angezeigt

[email protected] angezeigt

habe davon auch mal ein Screenshot gemacht

ich erhalte einfach keine Antwort egal auf welche email ich gebeten habe mein Konto zu sperren

ich habe jetzt schon wieder über 200 Euro verspielt

ich brauche dringen Hilfe

Could you please send me the transcripts or screenshots of your conversations with live chat regarding your self-exclusion requests?

Have you ever received any response to any emails you sent to the casino customer support?

Hello

Unfortunately I never took a screenshot of it

because I also trusted that I could trust the live chat

I have now received an answer to the email you gave me here

It said in there that I have to agree that my credit will be lost if I allow myself to be blocked

I also replied to this as confirmation but my account is still open

Meanwhile, I am really disappointed with the casino just because of the money I lost there even though I asked for a ban a long time ago

Hallo

leider habe ich da nie ein Screenshot von gemacht

da ich ja auch drauf vertraut habe das ich dem Live Chat glauben kann

ich habe jetzt eine Antwort gekriegt auf die email die sie hier mir gegeben habe

da stand drin so im groben das ich damit einverstanden sein muss das mein Guthaben verloren geht wenn ich mich sperren lasse

darauf habe ich auch geantwortet, als Best?tigung aber mein Konto ist weiterhin ge?ffnet

mittlerweile bin ich echt von dem Casino entt?uscht alleine wegen dem Geld was ich da noch verloren habe obwohl ich l?ngst um ne Sperre gebeten habe

I also found out through online research that this is not an isolated case at this casino

about getting the wrong email from live chat

and it is probably a struggle to get blocked

Habe auch durch online Recherche herausgefunden das bei diesen Casino das ganze kein Einzelfall ist

von wegen das man die falsche email vom Live Chat kriegt

und es wohl ein Kampf ist sich sperren zu lassen

I have now written to support again and received the following email

S

I have also taken screenshots of

Habe jetzt nochmals denn Support geschrieben und wieder folgende email erhalten

[email protected]

habe da auch jetzt Screenshots von gemacht

Should I send you the screenshots?

Soll ich ihnen die Screenshots zukommen lassen ?

I have now sent them the chat with the live chat and a screenshot of the email that is displayed to me at Responsible Gaming

I still haven't received a response from the casino to my last contact and the account is still open and I have lost a few hundred euros again

this is getting really frustrating

Habe ihnen jetzt noch denn Chat mit dem Live-Chat geschickt und ein Screenshot von der der email die mir bei Verantwortungsvollen Spielen angezeigt wird

habe auch immer noch keine Antwort von dem Casino bekommen auf denn letzten Kontakt und das Konto ist immer noch offen und ich habe wieder einige hundert Euro verspielt

das langsam echt frustrierend

I received an email today that my account is blocked and that is true

So after a long wait it finally worked

Now the question is, can you do something with the lost money?

would be really nice because I have received a wrong email several times and the wrong one was also given on their site

Habe heute ein email erhalten das mein Konto gesperrt ist und das stimmt auch

also das hat dann nach langem Warten dann doch geklappt

jetzt ist die Frage kann man da was noch mit dem verspielten Geld machen

w?re echt nice da ich erst mehrfach ne falsche email erhalten habe und auch bei deren Seite eine falsche angegeben war

Could you please confirm that your initial self-exclusion request was submitted on April 22, and that the casino permanently closed your account on May 15?

Additionally, did you make any deposits into your casino account between these two dates? If so, kindly specify the exact amounts and the dates the deposits were made.

Thank you in advance for your response.

Yes, I confirm that and can prove it

23.04 : 110 euros

30.04 : 260 euros

02.05 : 100 euros

07.05 : 340 euros

12.05 : 100 euros

That's a rough estimate. Unfortunately, I can no longer determine the payments 100 percent because my account is blocked and it is not clear exactly when the money will be debited from my account.

it is probably significantly more

it would be nice if I could get just a fraction back

mfg

Ja das best?tige ich und kann es ja auch nachweisen

23.04 : 110 Euro

30.04 : 260 Euro

02.05 : 100 Euro

07.05 : 340 Euro

12.05 : 100 Euro

das ne grobe Angabe ich kann leider die Zahlungen nicht mehr zu 100 Prozent bestimmen da mein Konto ja gesperrt ist und auf denn Abbuchung von meinem Konto nicht genau steht an wenn das Geld gegangen ist

es ist wahrscheinlich deutlich mehr

es w?re sch?n wenn ich nur ein Bruchteil zurück bek?me

mfg

Thank you very much, Jaykay25, for providing all the necessary information. I will now transfer your complaint to my colleague Michal ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Jaykay25,

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

Dear all,

We are sorry for the delay.

We are working on the request with the highest priority.

We appreciate your patience in this matter.

Best regards,

Posido Team

Dear Posido Casino,

We will be waiting for your updates.

Dear all,

Thank you for your patience. We are sorry for the delay.

After a thorough review of player's account and all previous communications, we must respectfully confirm that there was no clear indication or documented request for self-exclusion due to gambling-related issues before 09.05.2025.

Kindly be informed that we checked customer deposits and they are 240 EUR we have concluded to issue a refund of the amount.

Please note that the customer had been contacted on email and we would kindly ask him to reply to our email.

Best Regards

Posido Team

Dear Jaykay25,

Please follow the casino's instructions. Also, let us know here as soon as you receive your refund of 240 EUR.

Hello

I have received the refund

I am very grateful to you for the quick and good help

and also a big thank you to Posido Casino for accommodating

Best regards

Hallo

ich habe die Rückerstattung erhalten

ich bin ihnen sehr dankbar für die schnelle und gute Hilfe

und auch ein gro?es Danke an Posido Casino für das entgegenkommen

Mit freundlichen Grü?en

Dear all,

We appreciate your patience.

Kindly note the refund request was successfully completed from our side.

King regards,

Posido team

Dear Jaykay25,

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/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, 

Michal V 

www.kpvfaw.com