Posido Casino - Player's winnings have been confiscated.

HELLO, I WAS PLAYING ESQUELETO EXPLOSIVO 2 AND WHILE I WAS ON FREE SPINS BEFORE THE LAST SPINS, A MESSAGE APPEARED ''ERROR RELOADING THE PAGE''

WHEN I DID IT, ALL THE PROFITS WERE LOST.

I SENT THEM AN EMAIL, EXPLAINED WHAT HAPPENED, AND NOW A MONTH LATER THEY TELL ME THAT THEY WILL ANSWER ME....

I HAVE DEPOSITED MORE THAN 1000 EUROS.

I AM ATTACHING YOU TO THE COMMUNICATION I HAVE VIA EMAILS.

Dear coolies,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you encountered while playing Esqueleto Explosivo 2 and the frustration of losing your winnings after the error.

To assist you in the best way possible, could you kindly clarify the following:

1. Have you checked your game history to see if any of the winnings from the free spins are visible there?
2. When you reached out to the casino, did they provide any specific explanation or offer any resolution options for the error or your lost winnings?
3. Have you had any similar issues with the casino in the past, or is this the first time?

Your cooperation is vital for us to move forward with resolving this issue. The more details and evidence you can provide, the better equipped we will be to mediate effectively and help resolve this matter.

I hope we will be able to help you resolve this issue as soon as possible. Meanwhile, we appreciate your patience as we investigate the issue. If you'd like, feel free to forward any relevant communication with the casino directly to petronela.k@casino.guru.

Thank you in advance for your reply and cooperation.

Best regards,

Petronela

I HAVE SENT YOU AN ATTACHED PDF FILE WHICH IS MY COMMUNICATION ON THIS ISSUE WITH YOUR CASINO.

1. NO, THE HISTORY DOES NOT DESCRIBES ANYTHING, ONLY THAT THE INITIAL BET OF 5 EUROS WAS REFUNDED
2. WHEN I CONTACTED THE CASINO THEY TOLD ME THAT THEY WOULD ANSWER ME AND IT HAS BEEN A MONTH (LOOK AT THE PDF FILE I SENT YOU).
3. IT'S THE FIRST TIME.

THESE ARE THE EMAILS I SENT TO THEM ABOUT THE SUBJECT AND THEIR ANSWERS.

HERE IT IS A MONTH.

Hi coolies,

Thank you for your response and for sharing the communication you’ve had with the casino. I completely understand how frustrating this situation must be, especially after depositing a significant amount and encountering an issue like this.

Unfortunately, without supporting evidence such as your detailed game history or at least a screenshot showing the winnings you had accumulated before the error occurred, we are unable to proceed effectively with resolving the issue. As you mentioned, your game history only reflects the refund of the initial bet, and there is no visible record of the winnings from the free spins. This lack of documentation makes it difficult for us to verify your claim and mediate with the casino on your behalf.

At this point, we will have to close this complaint. However, if you come across any additional supporting evidence in the future—such as game history, a screenshot of your winnings, or any other form of proof—please don’t hesitate to reach out to us again. We’ll gladly re-assess the situation and assist you in any way we can.

I truly hope the casino will provide you with a resolution soon, and I appreciate your understanding of the limitations we’re facing in this case. Please feel free to contact us anytime if you need further help.

Best regards,

Petronela

Casino.Guru