Posido Casino - Player's account is closed after deposit.

Account blocked a few hours after deposit...money was not played with

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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 I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• Was this your first deposit in the casino?
• Was your account in the casino verified in the past or recently?
• Could you please share with me your communication with the casino regarding the incident? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Dear Verpetr,

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,
Tomas
Casino.Guru

We’ve reopened this complaint at the request of Verpetr. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Player's message: (translated)

I believe I am entitled to get my deposited funds back; I did not use this money to play, nor did I claim any bonuses. The casino’s communication is poor. They have no right to seize funds for fabricated reasons. Please file a complaint asking why this money was seized and, if necessary, provide a thorough, detailed explanation. I don’t want to hear any made-up answers from them about violations of terms 9.1, 9.2, and 9.3—none of the answers they’re posting here on Kasinoguru or to other players. That’s just making excuses.

Thanks for your message. Kindly respond to my earlier questions so we may better understand the situation

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• Was this your first deposit in the casino?
• Was your account in the casino verified in the past or recently?
• Could you please share with me your communication with the casino regarding the incident? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Looking forward to your reply.

The account was created a few days after the deposit. No verification was required. No bonus was used, the account was blocked without giving any reasons. The deposit was made through my account. The casino will not provide you with any information on its own. It will not let the player withdraw money. They call with a bunch of bonuses and then block the player.

Thanks for your reply.

Without any evidence of the incident, we are unable to pursue the issue.

• Kindly share a screenshot of the error you receive when attempting to log in.
• Kindly share with me your efforts to contact the support of the casino regarding the withholding of your deposited funds, including the casino's responses, if available.

Send this information to my email at tomas@casino.guru

Dear Verpetr,

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.

I don't remember my login details anymore. But when I log in it says account blocked. The casino doesn't respond to players, if they create a complaint against them or someone represents them, they will start responding

Hello Verpetr,

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 reply.

Please send me any recent communication you addressed to the casino when trying to resolve the situation. If the casino responded with structured responses or with automated responses, please forward these messages to me as well.

Thanks in advance for your cooperation. My email is tomas@casino.guru

I didn't play any bonuses with them, I would also like to say that these phrases in their answers have no solid evidence. If I write to them emphatically that I haven't violated any of those points, they will immediately remove it,

Dear Verpetr,

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,

Tomas

Dear Verpetr,

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?

Thank you in advance for providing the information.

Dear Verpetr,

 

Thank you for reaching out to us regarding the deduction from your account balance.

We are currently coordinating with the relevant internal departments to conduct a review regarding that.

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 three 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. <<.....>>

9.3 We reserve the right from time to time to conduct a game play review/review the customer`s betting activity to verify compliance with the Terms. If, upon such a review, it appears that the customer is participating in strategies, taking advantage of any software or system bug or failure, or participating in any form of activity that we, in our sole and complete discretion, deem to be abusive, we reserve the right to revoke the entitlement of such customer to any promotions awarded, to void any winnings obtained from the promotion, to prevent entitlement to other promotions or to close the customer account.

 

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. <<....>>

 

Kind Regards,

Posido casino Team

Dear Posido Casino.

can you please send me the supporting evidence to my email address?(martina.b@casino.guru)

Thank you so much in advance

Thank you for your current help, 1. I deposited money into my account from my own Revolut card, 2. I played exclusively by myself, 3. There are no software or casino formulas, or please show me how I used this formula, I find it really ridiculous. I will gladly learn from these formulas. I have not done anything illegal!!! SO I AM ASKING FOR VALID ARGUMENTS, A DETAIL EXAMPLE OF VIOLATIONS ON THESE POINTS..THANK YOU

Dear All,

Please be advised that we are currently awaiting further details from the relevant department to ensure we have all the necessary information to proceed.

We are monitoring the situation closely and will provide a formal update to the forum as soon as new information becomes available.

Thank you for your continued patience and cooperation.

Best regards,

Posido Casino 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.

Dear All,

Please be advised that we are currently awaiting further details from the relevant department to ensure we have all the necessary information to proceed.

We are monitoring the situation closely and will provide a formal update to the forum as soon as new information becomes available.

Thank you for your continued patience and cooperation.

Best regards,

Posido Casino Team

Dear All,

We have sent a private email directly to the designated representative regarding this matter to discuss the details further.

Dear Martina,

Please check your the email we have sent.

We appreciate everyone's patience as we work toward a resolution.

Best regards,

Posido Casino Team

Dear Posido Casino Team,

Thank you very much for your email.

According to the gathered evidence, you have the right to close the player’s account. However, I would kindly ask you to please send me confirmation that the player’s deposit has been refunded back to her.

Thank you very much in advance.

Thank you for your efforts.. I haven't received any email yet regarding sending the money.

Dear All,

 

Thank you for bringing this matter to our attention.

 

We are writing to let you know that we are currently investigating the details alongside the relevant department. We want to ensure a thorough review is conducted to provide you with an accurate resolution.

 

We will notify you as soon as we have further updates or a final outcome. Thank you for your continued patience in the meantime.

 

Best regards,

Posido Casino 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.