The player from Austria had deposited approximately €2,000 into Posido, but €160 of her bonus balance had vanished unexpectedly during gameplay without explanation or support from the casino. She found the lack of communication suspicious and filed a complaint with the Estonian Gaming Authority, seeking a full refund of her deposits and clarification on the incident. The issue remained unresolved due to her lack of response to the Complaints Team's inquiries, which led to the closure of the complaint. The team expressed readiness to assist should she choose to reopen the matter in the future.
Posido Casino - Player's funds have been confiscated.
Closed
Our verdict
Player stopped responding
Amount: €2,000
Posido Casino
Safety Index:Very highCase summary
Discussion
Public
Public
11 months ago
Translation
€2000 deposited – €160 credit disappeared in the middle of the game
Description:
I deposited a total of approximately €2,000 into Posido. Some of the payments were processed through Naale Limited, which wasn't made clear during the deposit process.
Recently, I had a balance of €160 that I had earned through a bonus. While playing, this balance was suddenly removed from my account – without explanation, without warning, and without any notification from support.
The live chat on the site doesn't work, and emails aren't responded to at all. This behavior seems fraudulent and dubious to me.
I have already filed a complaint with the Estonian Gaming Authority (EMTA) and will attach my bank statements as evidence. I demand a full refund of my deposits and an explanation of this incident.
Thank you for your support.
Automatic translation:
Public
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11 months ago
Dear Elara,
Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Posido Casino.
To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:
- Do you currently have any balance left on your player's account?
- What bonus have you applied for?
- Have you finished the wagering of the bonus in question?
- Could you please provide a reason to demand a refund of your deposits?
- Do you have any document confirming the submission of the complaint to the Estonian gambling authority? Could you please forward it to my email katarina.d@casino.guru?
Thank you very much in advance for your reply.
Best regards,
Katarina
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10 months ago
Dear Elara,
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.
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10 months ago
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,
Katarina
Casino.Guru
