Posido Casino - Player’s bonus balance has been reduced.

Habe einen Einzahlungsbonus in Höhe von 20 Euro erfolgreich umgesetzt. Daraufhin wurde mein Bonusguthaben in Höhe von 826.89 Euro auf 200 Euro Echtgeldguthaben reduziert. 

In den AGB steht nichts davon, dass Einzahlungsboni nach erfolgreichem Umsetzen derartig reduziert werden. Lediglich bei Boni ohne Einzahlung sollte es einen solchen maximalen Umwandlungsbetrag geben.

Als ich im Chat nach dem entsprechenden Paragrafen in deren AGB fragte wurde mir keiner genannt, sondern lediglich erwähnt dass die zuständige Abteilung den Betrag reduziert hat.

Chatprotokoll kann ich bei Bedarf vorlegen.

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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.

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Dear Omnichild,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Could you please specify which bonus you played with? If possible, please post a link or promo code you used to activate the offer here in this thread.
• Did the casino specify which rule they used to reduce your winnings? Please forward all relevant correspondence between you and the casino to kristina.s@casino.guru, or you may post it here.

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Momentan habe ich bei Posido wieder einen Bonus im Account. Auch hier steht wieder nichts von irgendwelchen Bedingungen. (bis auf Umsatz Bedingung)

Auch hier sollten dann ja wohl deren AGB zu Einzahlungsboni gelten....

Nach Klick auf Freischalten sieht man lediglich dies:

Genauso war es auch beim letzten Mal

Dear Omnichild,

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, Stefan (stefan.m@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,

Kristina

Dear Omnichild,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Posido Casino to join this conversation and assist in addressing the complaint.

Dear Posido Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Hello all,

Dear Omnichild,

Please, kindly allow us some time to check the matter with the relevant team and we will have updates for you as soon as possible.

Thank you for your understanding.

Kind regards,

Posido Team

Okay

Dear all,

Thank you for your patience.

We would like to provide clarification regarding player's concern about the bonus winnings being adjusted upon completion of the wagering requirements.

After reviewing the specific promotion the player participated in, our CRM team has confirmed that this offer was subject to a Maximum Bonus Release limit. This condition was clearly stated in the promotional email sent to the player.

Key details of the promotion:

-Max Bonus Release: The limit is set at x10 (1000%) of the initial bonus amount awarded.

-Explanation: Once the wagering requirements are fully met, the system automatically converts the bonus funds into real cash, but only up to the maximum amount specified in the terms. Any winnings exceeding this x10 limit are removed in accordance with the offer's rules.

In this specific case, while the player's total winnings during gameplay were higher, the final amount eligible for withdrawal was capped at €200 because that represented the maximum release value (x10) of the original bonus received.

We hope this clarifies that the adjustment was made automatically by the system according to the pre-defined Terms and Conditions of the promotion.

Best regards,

Posido Team

Leider habe ich besagte E-Mail nicht gelesen und wurde von meinem Spamordner automatisch gelöscht.

Fällt mir nur schwer zu glauben, da ich denke dass es vermutlich so klar erkennbar war, wie in eurer letzten Email-Werbeaktion, die ich mir extra abgespeichert habe.

Aber sei's drum, danke für eure Bemühungen @Casino-Guru Team.

Danke für's Mitwirken @Posido-Mitarbeiter

Kein Dank ans Posido-Casino/"CRM-Team" für das lediglich in vermeintlichen E-Mails erkennbare Begrenzen mancher Werbeaktionen und manch anderer Werbeaktionen offensichtlich eben nicht.

Dear Posido Casino,

Thank you for your response and for your continued cooperation.

Could you please provide us with detailed information regarding the bonus that was granted to the player? Specifically, we would like to clarify whether the maximum win limit of 10× the bonus amount was communicated to the player, for example via a newsletter or any other promotional material. We have reviewed the bonus terms and conditions available on your website and were unable to find any information regarding a maximum winnings cap for this bonus.

Additionally, we kindly ask you to provide the player’s game log so that we can gain a clearer and more comprehensive overview of the case.

We look forward to your response.

Dear Stefan,

We kindly inform you that we have sent you an e-mail to your inbox regarding client's game logs.

Moreover, we were informed from our CRM Team that the particular offer was sent to the client via e-mail and the Terms were clarified inside. If anything else needed, we are on your disposal.

Thank you for your cooperation.

Best regards,

Posido Team

Hello Omnichild,

We would like to update you that due to Stefan, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Stefan 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 Stefan will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Posido Casino,

Thank you for your response and continued cooperation.

I have responded to your email and will be awaiting your reply.

Dear Stefan,

We have received your e-mail and we are in contact with the relevant team in order to provide the information that you asked from us. We will be back to you as soon as possible.

Thank you all for your patience.

Best regards,

Posido Team

Dear Posido Casino,

Thank you for your email and the evidence provided.

Dear Omnichild,

We have reviewed the evidence provided by Posido Casino and note that the maximum cap of 10× the deposit was clearly communicated to you. In light of this information, we find that the casino acted in accordance with its stated rules, and therefore the maximum amount you are eligible to receive is €200.

For the reasons outlined above, we will proceed to reject this complaint. We understand that this may not be the outcome you were hoping for, and I am genuinely sorry we could not assist you further in this instance. Please remember that you are always welcome to contact us again if you encounter any issues with this or any other casino in the future. Our team is here to support you with any questions, concerns, or new matters.

Kind regards,

Stefan

Casino.Guru