Posido Casino - Player's account has been closed without reason.

Buongiorno. Il casino in questione mi ha disabilitato l’account senza alcun motivo. Avevo un saldo reale di 150 euro, ho già effettuato altri prelievi andati a buon fine ma ora mi chiude l’account senza rispondere alla mia mail di spiegazioni, senza mandarmene una di sua iniziativa per giustificare tale azione.

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 kappafg93,

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.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

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

Petra

Ciao Petra, ti rispondo subito.

ho giocato prevalentemente su slot ma anche su giochi da tavolo.

non mi è stata mai chiesta alcuna verifica, avendo già prelevato con questo casino.

Ho accumulato le mie vincita giocando il deposito effettuato ieri poco prima di essere buttato fuori dal mio login e nel tentativo di rientrare vedevo la dicitura "utente disabilitato".

Ho anche scritto al supporto chat che mi rimanda al supporto via mail, che però non si degna di rispondermi.

Thank you for your reply and for providing the previous details, kappafg93.

• When did you first notice that your account was blocked?
• When did you attempt to make the withdrawal, and what feedback did you receive?
• Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Ciao,

in data 13/01/2026 ho depositato più volte con lo stesso metodo (PlayId).

dopo una vincita decido di prelevare 150 euro, vado nella sezione prelievo, metto importo e vengo cacciato fuori dal login. Riprovo ad accedere e mi dice account disabilitato.

In chat li scrivo subito ma dicono di scrivere alla mail. Alla mail invece non ho mai avuto risposte.

Thank you for your reply and for providing the previous details, kappafg93.

Could you please provide the additional communication mentioned above that you had with the casino via chat? You may send all relevant documents to petra.h@casino.guru or post your screenshots directly in the complaint thread.

Thank you again for your cooperation.

Petra non ho fatto screen della chat, anche perché posso anche chiedere adesso mi risponderanno sempre di scrivere via mail..

Allego e-mail

chiedo scusa per l’e-mail ma era finita in spam.

in poche parole questi signori non sanno a cosa appellarsi e indicano 100 motivi possibili per il ban al mio account. Ditemi voi se è una cosa normale questa, addirittura si permettono il lusso di accusarmi di aver trattato male altri giocatori quando non ho mai avuto a che fare con altri giocatori o col loro supporto, visto che avete le e-mail tra me e loro.

Nei motivi possibili leggo che potrei aver usato carte di credito o debit intestate a nome di altri, quando ho utilizzato soltanto il mio account PLAYID (che fra l’altro ho chiuso)

Parlano di utilizzi di bug, penso che se ne conoscessi non starei qui a reclamare 150 euro.

Addirittura riciclaggio mi accusano, roba da pazzi.

Comunque detto ciò, vi lascio a ciò che mi scrivono loro, e comunque vada, voglio le prove di ciò che dicono, perché la gente si accusa con delle prove in mano, non con le supposizioni.

Grazie a voi di casino guru

Melanie (Posido) 

14 gen 2026, 16:13 EET 

Dear Salvatore,

We are writing to inform you that, following a comprehensive review by our administration team, your account associated with Posido has been permanently closed, effective immediately.

Please be advised that this closure is final. As a result, you will no longer have access to your account, including any associated virtual assets, in-game currency, or progress.

Our team prioritizes maintaining a fair and secure environment for all players, and we take matters of platform integrity very seriously.

We would like to take this opportunity to remind you of two important points included in our Terms and Conditions, which apply to all users registered on our platform:

9.1 The Website may only be used for personal entertainment purposes only. The following activities are strictly prohibited and will be considered a material breach of these General Terms and Conditions:

using the Website for commercial purposes or in someone else’s name or interest.

engaging in any fraudulent activities, including, without limitation, using any credit/debit cards or other payment methods or funds not belonging to you, cases were funds are recalled/disputed.

using any form of cheating or other means of gaining an unfair advantage or influence, including, without limitation, making use of a software error, loophole or bug, using software or hardware to automate, distort or influence the outcome of bets.

colluding with other customers or third parties. This includes, without limitation, playing in the interest of others, sharing information, cooperating or coordinating with others.

using unfair betting patterns or strategies, such as equal, zero or low margin bets, bets with minimal risks, hedge betting, or otherwise placing bets in such a way that in our opinion the system is being abused, guaranteed win is achieved, or the risk is minimized.

engaging in money laundering, terrorism financing or any other criminal activity.

threatening, harassing or abusing other customers or members of our staff.

attempting to attack, gain unauthorized access to, or hinder operation of, the Website, the servers on which the Website is stored, or any server, computer or database connected to the Website, attempting to circumvent our security systems.

attempting to copy, reverse engineer, decompile, modify, derive source code or other information from the software connected to, or used by, the Website, as well as attempting to remove or obscure any proprietary notices placed on such software, or use it for any other purpose than personal entertainment.

attempting to sell or transfer your account to other persons or to acquire accounts of other persons.

9.4 Should we arrive at a reasonable suspicion that you have engaged in a fraud, any illegal or improper activity, or have otherwise breached the Terms, we reserve the right to take any number of the following action, at our sole and absolute discretion, with or without notice:

immediately block your account and suspend your access to the Website and/or its services, suspend all pending withdrawal requests and other payments to you for the period of investigation.

permanently close your account with the Website and all other partner websites on our platform and deny any future use of the Website and the partner websites.

void any winnings obtained, cancel any pending withdrawals and confiscate the real money balance of your account.

void any bonus balance on your account and/or limit your future participation in our bonus and promotional offers or deny them to you.

contact the relevant authorities to inform them of any suspected illegal activity and/or to collect any payments that you owe to the Company.

We appreciate the time you spent with us and wish you all the best moving forward.

Kind Regards,

Posido casino Team

Dear Salvatore,

Thank you for providing the casino’s response and the related correspondence.

Based on the information shared so far and the broad range of potential violations listed by the casino, we would like to clarify one important point in order to better understand the situation.

• Is there any possibility, even unintentionally, that your activity may not have been fully in line with any of the casino’s Terms and Conditions? This could include, for example, payment method usage, account access, betting patterns, or any other aspect of gameplay that the casino might interpret as irregular.

We understand that the casino’s accusations appear very general and that you strongly disagree with them. However, your honest confirmation on whether any action could potentially be viewed as non-compliant, even if not done deliberately, would help us assess the case more objectively and determine the next steps.

Thank you in advance for your cooperation.

Ciao Petra, io mi trovo in totale disaccordo con ciò che affermano questi signori. Io gioco per divertirmi, perdo soldi e vinco come tutti, però non è giusto che quelle poche volte in cui si vince, debbano anche confiscarti ciò che vinci, sopratutto se le vincite vengono da un gioco leale come il mio, ottenute giocando tra slot e Blackjack. Quindi, per risponderti, io sono totalmente sicuro di non aver commesso nessuna delle cose che loro mi accusano.

Dear kappafg93

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Martina (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Dear kappafg93,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Posido Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player´s account has been blocked?

Thank you in advance for providing the information.

grazie Martina. Leggendo i vari reclami del casinò in questione ed onde evitare messaggi doppi e non utili alla risoluzione del mio caso, se il casino dovesse continuare ad accusarmi di quanto scritto sopra, pretendo le prove di quanto mi accusano. Grazie mille per l’impegno che ci stai già mettendo e ci metterai.

Dear kappafg93,

Thank you for reaching out to us.

We would kindly like to inform you that we are currently further investigating your claim and will contact you as soon as possible with further information and updates.

We thank you for your patience and understanding.

Kind regards,

PosidoCasino Team

Dear Posido Casino Team,

Thank you very much for the update!

We would appreciate, if you could kindly prioritize this case and inform us as soon as possible once there is any progress. Thank you in advance for your time and assistance.

Tengo a precisare che nel caso si raggiunga l’effettiva verità, che dimostrerebbe che non ho commesso alcuna violazione, il metodo di pagamento con cui ho depositato è stato chiuso, pertanto vi invito a tenerlo a mente.

Dear kappafg93,

I believe the casino will offer some alternative payment method. Let´s wait for their statement. Thank you so much

Buongiorno, ci sono novità @Posido?

Dear kappafg93,

We would kindly like to apologize for the delay in your case.

Please be assured that we are working on a solution with the highest priority.

We would kindly like to ask you for a little bit more patience and will contact you with further information and updates as soon as possible.

We thank you for your understanding in this matter.

Kind regards,

PosidoCasino Team

Caro Posido Casino,

Sapete da quanto tempo avreste potuto darmi ulteriori informazioni? Esattamente dal giorno in cui mi avete chiuso il conto "per decisione interna". Una decisione a cui nemmeno voi riuscite a dare un senso o un motivo ecco perché vi serve più tempo. Vi è stato chiesto di essere celeri, invece a timer scaduto chiedete più tempo. Non dovrebbe essere un problema esporre una decisione, soprattutto se già presa.

Dear kappafg93,

Thank you for your reply.

We can confirm that your account needs to be verified in order to place a manual withdrawal for your remaining funds.

You will receive an email as soon as possible with further information about the requested documents.

Thank you for your understanding.

Kind regards,

PosidoCasino Team

Caro Posido,

puoi anche elencare qui i documenti richiesti e dove inviarli.

grazie

Dear kappafg93,

Thank you for your reply.

We would kindly like to ask you to check your emails where we provided you information regarding the requested documents in order to verify your account.

You may attach the document as reply to our email.

Thank you for your understanding.

Kind regards,

PosidoCasino Team

Buongiorno Posido,

ho appena provveduto all’invio di tutti i documenti richiesti.

Come riportato nella mail, non avendo utenze domestiche ho provveduto all’invio dell’estratto conto bancario richiedendo pagamento tramite iban (fornitovi nella stessa mail) vista la chiusura del metodo originario (PlayId).

buona giornata

Dear Posido Casino Team,

Thank you very much for the update!

We would appreciate, if you could kindly prioritize this case and inform us as soon as possible once there is any progress. Thank you in advance for your time and assistance.

Dear kappafg93,

Thank you for your reply.

Please be informed that we are currently reviewing your case and will contact you as soon as possible with further information.

Thank you for your understanding.

Kind regards,

PosidoCasino Team

Ho appena ricevuto risposta che i documenti sono stati inviati al reparto competente. Attendo sviluppi.

Aggiornamento:

mi chiedono i documenti prima ad una mail, poi scrivono di mandarli ad un’altra mail. Intanto sono in attesa di riscontro dal 19/02 per dei semplici documenti. Dovrò aspettare ancora tanto visto il tempo già trascorso???

Dear kappafg93,

Thank you for your reply and patience.

We would kindly like to inform you that ID and Credit Card have been accepted.

However, please note that the proof of address is still missing. Please be informed that a bank statement can not be accepted as proof of address.

We would kindly like to ask you to send us a utility bill or an official paper from the government where your address and name are clearly visible.

Thank you for your understanding.

Kind regards,

PosidoCasino Team

Non ho nessuna bolletta come già detto nella mail. Non vado al comune a spendere 16 euro di certificato perché voi fate i capricci e non accettate un estratto conto come documento di residenza che TUTTI hanno accettato, siti ADM e NON.

Siate più onesti con voi stessi, e dite che non volete pagare.

Dear Posido Casino Team,

Could you please clarify which alternative documents the player may provide as valid proof of address?

For example, would a recent phone or internet bill be acceptable, or are there other specific documents you would recommend?

Your guidance will help us advise the player accordingly and avoid any further delays.

Thank you very much in advance for your cooperation.

Martina io non ho bollette di nessuna utenza. L’estratto conto vale ovunque come prova di residenza, per loro no.

Caro Posido,

ho trovato la bolletta. Appena inviata. Aspetto di conoscere nuovi motivi per cui non pagherete.

Dear kappafg93,

Thank you for your reply.

We are currently reviewing your documents and will contact you as soon as possible with further information.

We thank you for your patience and cooperation.

Kind regards,

PosidoCasino Team

Speriamo al più presto, visto che aspetto da più di un mese.

Dear kappafg93,

I am glad you found something to provide!

Dear Posido Casino Team,

We would appreciate, if you could kindly prioritize this case and inform us as soon as possible once there is any progress. Thank you in advance for your time and assistance.

Siamo quasi a 4 giorni per controllare una "residenza". Ancora non mi è stato chiesto come voglio il saldo restante di 150 euro, quindi altri giorni sia per questa residenza e poi altri giorni per il pagamento. Questo è un abuso, oltre a prendervi gioco di me vi state prendendo gioco del forum e di tutti gli utenti che sfortunatamente giocano sul vostro sito. Ed è davvero vergognoso, perché farei leggere ad uno ad uno i vostri utenti cosa potrebbe aspettarsi non appena si azzardano a vincere 50 euro. Io posso anche perdere 150 euro, ma voi, caro Posido, avete perso la dignità.

Dear kappafg93,

Thank you for your reply and the provided documents.

However, please be informed that the following documents are still missing:

ID

Selfie

Selfie with ID in hand and Casino website clearly visible in the background

Kind regards,

PosidoCasino Team

Come volevasi dimostrare..

ora in allegato vi farò vedere cosa hanno chiesto nella prima mail, cosa ho mandato, ed ora oltre a non accettare estratto conto come prova di residenza (sono gli unici) chiedono anche selfie con documento in mano. Carta di identità già inviata ed anche selfie, ora diranno che non l’hanno ricevuta. @Martina intervieni tu o li faccio scrivere dall’avvocato? Perché adesso ne ho le scatole piene di questo loro comportamento truffaldino.

Ho provveduto all’invio da PC dei documenti nuovamente richiesti. Invio prova di invio, almeno questi signori la smettono di prendersi gioco di noi. Se mi invii @martina la tua mail, provvedo a mandarli anche a te, almeno finiscono di trovare scuse.

Dear kappafg93,

I completely understand how frustrating it can be to repeatedly submit documents that have previously been requested. I sincerely appreciate your patience in this matter.

If you could kindly forward those documents to me as well, I would greatly appreciate it - martina.b@casino.guru .

Dear Posido Casino,

I would kindly like to suggest that in future cases, the player be informed as soon as it becomes apparent that the requested documents have not been received. Prompt communication in such situations would greatly help to avoid unnecessary delays and keep the process moving smoothly.

Please let me know if the documents provided by the player are sufficient enough.

Thank you very much for your understanding and continued cooperation.

Ciao Martina, ho provveduto ad inviarti tutti i documenti inviati. Fammi sapere se li hai ricevuti tutti.

Dear kappafg93,

I have received the email with your ID and Selfie. Thank you

Dear Posido Casino Team,

We would appreciate it if you could kindly confirm whether the documents submitted are sufficient to complete the kappafg93´s verification process.

Please let us know at your earliest convenience.

martina confermi che ci sia anche il selfie con il casino in sfondo sul pc?

Dear kappafg93,

I confirm.

Con calma eh, mi raccomando

@Martina quando metteremo fine a questa pagliacciata? Risponderanno venerdì, così sabato e domenica non lavorano. Si inventeranno nuovamente che non hanno ricevuto i documenti via e-mail quando ho inoltrato la mail a te, se li hai ricevuti tu, devono averla ricevuta anche loro. Oppure chiederanno altri documenti. Ogni loro caso qui su CasinoGuru va in questo modo. C’è gente che ha visto i soldi dopo 6 mesi. Qui parliamo di 150 euro miseri, e sono qui a piangerseli. Mai visto un casino che si piange 150 euro, scherziamo? Per me la cosa giusta sarebbe dare una valutazione pessima al casinò, affinché i giocatori che vi seguono stiano alla larga da questi signori.

Dear kappafg93,

I understand that the situation may feel frustrating, especially after the casino initially confirmed that your ID had been accepted and then requested it again.

Regarding the casino’s response time, our standard complaint-handling procedure requires that we grant each party a certain timeframe to respond. We need to allow the casino this time, as in many cases an immediate reply is not possible due to the need to gather the necessary information internally. This is exactly why these response timeframes are implemented.

I hope the casino team will provide an update soon, and I will keep monitoring the case closely.

Additionally, please note that there are many factors that influence a casino’s rating. You can learn more about how we evaluate casinos here:

https://casino.guru/guide/our-casino-reviews

Thank you for your patience.

Dear kappafg93,

Thank you for your patience.

We are happy to inform you that your account has been verified.

We would kindly like to ask you to check your emails and provide us with your bank details in order to proceed with the payment of your remaining balance.

Kind regards,

PosidoCasino Team

Dear Posido Casino Team,

thank you very much for the good news.

Dear kappafg93

I will keep this complaint opened until your confirmation regarding successful withdrawal.

Please let me know as soon as you receive the payment. You can also use the Resolve button to automatically mark this complaint as resolved. Thank you.

Ho risposto alla mail appena ricevuta con i dettagli di pagamento. Una volta ricevuto il pagamento contrassegnerò come risolto. Grazie per ora

Thank you so much kappafg93.

If anything, please let us know.

Pagamento arrivato. Ringrazio Martina ed il casino per aver risolto.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear kappafg93,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Martina