Posido Casino - プレイヤーは自分のアカウントを削除できません。

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear sonny1311,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with the casino.

First, I would like to clarify the difference between closing an account and self-exclusion. Closing an account is a simple process with minimal impact, as the player can usually reopen the account at any time, and the casino has no ongoing obligations. In contrast, self-exclusion is a more serious measure. If a player successfully requests self-exclusion, the casino agrees not to reopen the account, or only under specific circumstances (such as after a cooling-off period). In cases involving gambling addiction, reopening the account should not be permitted.

To better understand your situation and assist you effectively, could you please answer the following questions:

• What was the reason for closing your account?
• Have you explicitly requested self-exclusion due to a gambling problem?
• Have you contacted the casino’s customer support regarding your account closure? If so, what was their response?

Thank you in advance for your reply.

Best regards,

Petra

Dear sonny1311,

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,
Petra
Casino.Guru