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Failure to Enforce Self-Exclusion

Dear Casino Guru Team,

I would like to submit a complaint against Posido Casino regarding a failure to enforce my self-exclusion request.

On 24/07/2025, I explicitly requested to be self-excluded from my account due to responsible gambling concerns. Despite this,0n 04/04/26 i realized that my account remained fully active and accessible.

I was still able to log in, deposit funds, and continue gambling, which resulted in losses of approximately €750.

This clearly indicates that the casino failed to implement basic responsible gambling measures. A self-exclusion request should result in immediate restriction of account access, which did not happen in my case.

This failure directly caused financial harm and demonstrates negligence in enforcing player protection policies.

I am ready to provide full supporting evidence.

I am really expecting your guidance.Thank you

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Hello,

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 we can better determine how to assist you.

• Is your account currently accessible to you?
• Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps if available, including the responses of the casino, to my email at tomas@casino.guru. Any other supporting evidence you consider relevant can be shared as well.
• When was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

Hello,

1.It's currently closed

2.I am providing communication via mail.

3.On 04/04/26 i made my last deposit.

4.Casino replied me on 09/04/26

Hello c_min,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thanks for your patience.

I went over the communication you provided.

Has the casino considered your refund request since their reply on April 9h?

Have you received any updates regarding the refund? Would you be able to share any further details?

Looking forward to your reply.