Good morning. Approximately 6 months ago, I managed to close my account with Posido due to gambling addiction problems.

To my surprise, a couple of weeks ago they reopened it without my consent and started bombarding me with emails, texts, and bonuses... I believe they have seriously violated my fundamental rights and committed serious offenses by inciting gambling, etc...

Obviously, the result has been that I ended up betting and losing a lot of money.

Since they reopened the account, I have been talking to customer service twice daily via chat, where I always receive the same response, which is:

I completely understand your frustration and I am very sorry for the wait. Your request has been forwarded to the appropriate team, and you will receive a response as soon as possible.

Currently, the process must be completed via email channel, so it is necessary to wait for a response from the responsible department. I sincerely apologize for any inconvenience and thank you for your patience while your request is being handled.

In parallel, I send an email every day asking them to resolve this issue,

providing the reason, all my details, email, ID, etc... I have not received any response to these emails either.

Please, I would like to resolve this issue and have my account closed immediately; I would also like to know if, since they reopened my account fraudulently, I can request that the lost money be returned in some way?

I would like to report these unscrupulous people and have them held accountable for the illegal actions they are committing and the damage they are causing me.

I have transcripts of some of the chat conversations and the emails sent with all my complaints since they reopened my account.

I really appreciate your help.

Buenos dias. Hace 6 meses aproximadamente consegui cerrar mi cuenta en posido por problemas de adiccion al juego.

la sorpresa es que hace un par de semanas que la han vuelto a abrir sin mi consentimiento además de bombardearme a correos, sms y bonos… considero que han vulnerado gravemente mis derechos fundamentales y que han incurrido en delitos graves de incitación al juego, etc…

Obviamente el resultado ha sido que he acabado apostando y perdiendo mucho dinero.

Llevo desde que la volvieron a abrir hablando dos veces diarias con atención al cliente a traves del chat, donde siempre recibo la misma respuesta, la siguiente:

Entiendo completamente tu frustración y lamento mucho la espera. Tu solicitud ha sido enviada al equipo correspondiente, y tendrás una respuesta lo antes posible.

Actualmente, el proceso debe completarse a través del canal de correo electrónico, por lo que es necesario esperar la respuesta del departamento encargado. Lamento mucho cualquier inconveniente y te agradezco tu paciencia mientras gestionan tu solicitud.

Paralelamente encio un correo cada dia pidiendo que solucionen el tema,

indicando el motivo, todos mis datos, correo electrónico, DNI, etc.… Estos correos no hay manera de recibir ningún tipo de respuesta

por favor, me gustaría solucionar el tema y que cerraran mi cuenta de inmediato; también me gustaría saber si al haber abierto mi cuenta fraudulentamente, como han hecho, puedo solicitar que se me devuelva el dinero perdido de alguna manera?

Me gustaría denunciar a estos sinvergüenzas y que paguen por estas acciones ilegales que están cometiendo y los da?os que me están ocasionando.

tengo transcripción de algunas de las conversaciones vía Chat y los correos electrónicos enviados con todas mis quejas desde que han abierto mi cuenta

Agradezco mucho la ayuda.

Dear Jordi198223,

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.

Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is [email protected].

Could you let me know when exactly your account was reopened and how you found out about it?

Thank you very much in advance.

Best regards,

Dominika

The account was reactivated, I think, on January 26 or 27, when I started receiving SMS and emails with free bonuses until January 28, when I fell, and on the same day, the 28th, I started requesting the account closure. I'll send you the emails in private,

Good afternoon, I just received a response from a VIP agent to my endless requests, which I leave here for you so you can see the level of commitment of these "scum"

La cuenta se reactivó creo el dia 26 o 27 de enero que empeze a recibir sms y correos con bonos gratuitos hasta el dia 28 de enero que caí, el mismo dia 28 empeze a solicitar el cierre de la cuenta. Te paso los correos en privado,

Buenas tardes, acabo de recibir respuesta de un agente vip a mis infinitas solicitudes que aqui te dejo para que veas el calibre de compromiso de esta "gentuza"

Dear Jordi198223, did you receive any confirmation by email that your account was closed 6 months ago?

Did you specify how long you'd like your account to remain closed in the request you submitted 6 months ago?

To assist you with your complaint, we require evidence of your self-exclusion request from 6 months ago, which should clearly state your gambling problem and the desired closure period. Without this documentation, we can only assist you in closing your account if it hasn't been closed yet.

Please forward me the account closure requests that you sent to the casino so we can better assist you.

Dear Jordi198223,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.