Posido Casino - Player’s account has been closed.

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Dear nancy74,

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.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Hi Attila,

• Yes, I've had one successful withdrawal before this situation
• No, the casino never deemed necessary to complete KYC to withdraw
• I have accumulated my winnings without any bonus, I only used my real balance

Thank you in advance

Dear nancy74,

Thank you for your response.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?
• Have you submitted all of the information truthfully during the registration process?

Thank you very much in advance for your reply.

Best regards,

Attila G.

Hi Attila,

• I played on slots
• I didn't use any vpns
• The name used to sign up was Nancy, which is the name I go by in everyday life (I didn't think too much about it and just used that one when signing up), but my legal name is Nunzia. Every other info in my casino account is correct.

Of course in official documents my name is Nunzia and I can do kyc if it's needed in order to correct the name in the casino details.

Dear nancy74,

Thank you for your response.

After careful consideration, we regret to inform you that we are unable to assist you further with your complaint based on the information you have provided. Unfortunately, the fact that you did not register using your real name poses a significant barrier for us to address your case effectively.

As a result of this, we will have to proceed with rejecting your complaint. We truly appreciate your understanding in this matter. I sincerely apologize that we could not assist you more effectively in this specific situation, as our primary goal is to help players resolve their issues whenever possible.

Please remember that you are always welcome to reach out to us again if you encounter any problems with this or any other casino in the future. Whether you have a question, a concern, or a new issue that requires attention, our team is here and ready to support you.

Best regards,

Attila