Posido Casino - Player's funds have been confiscated.

Auf meinem Posido-Konto wurde eine Auszahlung in Höhe von 500 € ohne mein Zutun abgebrochen. Anschließend wurden unerlaubte Einsätze bei Roulette sowie in Spielen wie "Le Bandit" und "Gates of Olympus Super Scatter" getätigt, wodurch mir insgesamt 700 € abhandengekommen sind. Ich habe keinen dieser Einsätze selbst vorgenommen, und außer mir hat niemand Zugang zu meinem Konto.

Zudem ist der Kundenservice nicht erreichbar: Der Live-Chat funktioniert nicht und meine E-Mails werden mit dem Hinweis zurückgestellt, dass ein Problem vorliege. Trotz mehrmaliger Kontaktaufnahme habe ich bislang keine Rückmeldung erhalten.

Ich bitte daher um Unterstützung bei der Aufklärung des Vorfalls sowie der Rückerstattung des Betrags.

Dear Luka.scz,

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 clarify the time and date of the incident? Have you documented the incident by making screenshots of the unauthorized bets found in your game history?
• How long have you been a player at the casino? Have you passed account verification?
• Is your account accessible to you? Can you log in?
• Have all your attempts to contact the casino been unsuccessful since filing the complaint? Have you received any assistance since then?
• Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here.

Thank you very much in advance for your reply.

Best regards,

Tomas

vielen Dank für Ihre Rückmeldung.

Der Vorfall ereignete sich am 01. Mai 2025, zwischen 23:12 Uhr und 23:35 Uhr.

Ich habe Screenshots zur Dokumentation erstellt – es sind weit über 100 Bilder, daher sende ich Ihnen hier nur einen Auszug als Anhang.

Zu Ihren weiteren Fragen:

Ja, mein Konto ist weiterhin zugänglich, ich kann mich problemlos anmelden.

Ich bin seit etwa einem halben Jahr Kunde bei Posido.

Eine Kontoverifizierung wurde bisher nicht durchgeführt, da mir im System angezeigt wird, dass diese derzeit nicht erforderlich ist.

Seit Einreichung meiner Beschwerde habe ich mehrfach versucht, den Support per E-Mail zu kontaktieren – die E-Mails werden jedoch zurückgestellt.

Der Live-Support ist ebenfalls nicht erreichbar, es erscheint stets eine Fehlermeldung oder die Seite lädt nicht.

Ich habe seitdem keinerlei Hilfe oder Rückmeldung erhalten.

Vielen Dank im Voraus für Ihre Unterstützung.

Thank you very much, Luka.scz, for providing the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Luka.scz,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

vielen Dank ihnen! Ich hoffe auf Erfolg

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi,

Thank you for your patience.

We are actively working on this case and will get back to you as soon as possible with an update.

Best regards,

Posido Casino.

Dear Posido Casino team,

Thank you for your cooperation. I am extending the timer by 7 days, please, let me know if you need more time.

Dear Jozef,

We apologize for the delay.

The player's request is being processed by the relevant department, as soon as we have an update, we will let you know.

Best Regards,

Posido Casino Team

Dear Posido Casino team,

I am extending the timer by 7 days, please, let me know if you need additional time.

Dear Jozef,

We have sent relevant information concerning the case via email to you.

Please check and let us know if that is sufficient.

Thank you in advance!

Best Regards,

Posido Casino Team

Guten Abend,

ich wollte mal nachfragen was der aktuelle Stand ist?

vielen Dank im Voraus!

beste Grüße

Dear Luka.scz,

based on the information from the casino team your IP during the withdrawal cancelation and disputed bets remained the same as for the all time. I am very sorry but disputed like this are very hard to resolve as even the casino team does not carry the responsibility for such situations as there may be chance you have been hacked. The only reason why Tomas transfered the case because of communication issues. Based on the information from the casino team it seems your account is now blocked and it can only be reopened after your verification.

I do highly recommend you to deep check your device if there are no viruses or hack, and if you want to continue in this casino contact them verifiy your account and of course request changing your password. Unfortunately, as for the refund I cannot request to it.

Is there anything else I can assist you with or can I close this case?

Dear Luka.scz,

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,
Jozef
Casino.Guru