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I won 3560 Swiss francs playing the game Lucky Pharaoh by Blueprint at Casino Posido.com on November 29, 2025, but the winnings have not been credited to my account. I have tried to clarify this with support several times; they tell me I will receive an email response, but nothing happens, even though I have submitted all the necessary information.

Ich habe auf dem Casino Posido.com im Spiel Lucky Pharao von Blueprint 3560 Franken gewonnen am 29.11.2025 die nicht meinem Konto gutgeschrieben wurden. Mehrere Male habe ich versucht mit dem Support zu klären, man sagt mir ich bekomme eine Mailantwort, passiert aber nichts ich habe alle Infos eingereicht.

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Dear Lonix0110,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Could you please forward any supporting evidence, such as screenshots or videos, possibly your game history with the exact time of the incident along with any relevant communication to katarina.d@casino.guru?

Have you stopped playing right after the incident? Meanwhile, please check our article explaining "How slot machines are programmed"

ttps://casino.guru/how-slot-machines-work-math#how-are-slot-machines-programmed and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.

Additionally, have you accumulated these funds with the help of bonus?

How long have you been a player at this casino, please?

Looking forward to hearing from you.

Thank you in advance for your understanding.

Best regards,

Katarina

Hello Katarina, I sent you everything by email.

Hallo Katarina ich habe Ihnen alles per Mail gesendet.

Dear Lonix0110,

thank you for your reply and emails.

Could you also forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

I sent it to you by email.

Habe Ihnen per Mail gesendet.

Dear Lonix0110,

Thank you for your email. We are currently reviewing your complaint internally and will contact you with an update as soon as possible.

Thank you for your patience,

Katarina

Dear Lonix0110,

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, Matej (matej@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,

Katarina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello Lonix0110,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

Dear Lonix0110,

Thank you for bringing this to our attention. We are sorry to hear about the issue you experienced.

To investigate this matter thoroughly, we kindly ask you to provide the following details. Please note that the Bet ID shown on your previous screenshot is not the correct reference number we need for the investigation. It appears you might be looking at the internal history within the game itself, rather than your account's official gaming history.

Please provide the following information from your casino profile:

Name of the game:

Missing win amount:

Exact date and time of the incident:

Bet amount placed:

Bet ID (Transaction ID from your Profile History):

Account balance before the issue occurred:

A brief description of what happened:

You can find these specific details by visiting your Profile and selecting the "History" option. You can use filters to search for the exact session.

Once we have the correct Bet ID and these details, we will prioritize the investigation with our technical team.

Best regards,

Posido Casino Team

Dear Posido team,

I would like to explain once again, clearly and comprehensibly, what my request is about:

I understand exactly which betting ID you require. However, I cannot access it. In my search history, I am unable to adjust the game name, date, or time, or to perform a targeted search. All relevant information that could serve as evidence has either been removed from your IT systems or is no longer accessible to me.

However, I have a screenshot of the game history showing the date, time, and winnings. Based on this information, you should be able to easily react, check my history, and see that something is wrong.

Furthermore, I note that the game provider Blueprint is no longer represented at your casino and the game Lucky Pharaoh is also no longer playable.

Frankly, I've had enough of this situation. You have complete insight into my gameplay – I, on the other hand, do not. That's the tragedy of the whole thing. Despite your knowledge, I receive no support.

This clearly gives me the impression that I am not being treated fairly. You cannot credibly convey to me that you cannot see that a mistake has been made here.

I already sent Matej a video via email that clearly shows the search history in your casino isn't working correctly. I've tried everything – phone, PC, clearing the history, etc. – nothing works.

If you can meet me halfway and offer a fair solution, I'll be satisfied. Otherwise, I really don't have the patience for this matter anymore.

My concern is explicitly not about the money. I've already won almost €40,000 in one game with you, yet I've only been able to withdraw €500 per day – which, in my opinion, is not normal at all.

I am a high roller and play at Swiss casinos. There, winnings of CHF 50,000 are in the bank account within 5 minutes, regardless of VIP level.

I urge you to seriously re-examine my case and offer me a transparent and fair solution.

Greeting

Sehr geehrtes Posido-Team,

ich möchte nochmals klar und nachvollziehbar darlegen, worum es in meinem Anliegen geht:

Ich verstehe genau, welche Wett-ID von Ihnen benötigt wird. Genau diese kann ich jedoch nicht einsehen. In meinem Suchverlauf ist es mir nicht möglich, Spielname, Datum oder Uhrzeit anzupassen oder gezielt zu suchen. Sämtliche relevanten Informationen, die als Beweis dienen könnten, wurden entweder von Ihren IT-Systemen entfernt oder sind für mich nicht mehr zugänglich.

Ich verfüge jedoch über einen Screenshot des Spielverlaufs, auf dem Datum, Uhrzeit und Gewinn ersichtlich sind. Anhand dieser Daten sollten Sie problemlos reagieren, meinen Verlauf prüfen und erkennen können, dass hier etwas nicht stimmt.

Zudem stelle ich fest, dass der Spielanbieter Blueprint nicht mehr auf Ihrem Casino vertreten ist und das Spiel Lucky Pharao ebenfalls nicht mehr spielbar ist.

Ich habe ehrlich gesagt keine Nerven mehr für diese Situation. Sie haben vollständige Einsicht in meinen Spielverlauf – ich hingegen nicht. Genau das ist das Tragische an der gesamten Angelegenheit. Obwohl Sie diese Einsicht haben, erhalte ich keine Unterstützung.

Für mich entsteht dadurch klar der Eindruck, dass ich nicht korrekt behandelt werde. Sie können mir nicht glaubhaft vermitteln, dass Sie nicht sehen können, dass hier ein Fehler passiert ist.

Ich habe Matej bereits ein Video per E-Mail gesendet, in dem eindeutig zu erkennen ist, dass der Suchverlauf in Ihrem Casino nicht korrekt funktioniert. Ich habe alles versucht – Handy, PC, Verlauf löschen etc. – nichts funktioniert.

Wenn Sie mir hier entgegenkommen und eine faire Lösung anbieten, bin ich zufrieden. Andernfalls habe ich wirklich keine Nerven mehr für diese Angelegenheit.

Mir geht es dabei ausdrücklich nicht um das Geld. Ich habe bei Ihnen bereits knapp 40.000 € in einem Spiel gewonnen und konnte dennoch nur 500 € pro Tag abheben – was aus meiner Sicht ohnehin nicht normal ist.

Ich bin Highroller und spiele auf Schweizer Casinos. Dort sind Gewinne von 50.000 CHF unabhängig vom VIP-Level innerhalb von 5 Minuten auf dem Bankkonto.

Ich bitte Sie eindringlich, meinen Fall nochmals ernsthaft zu prüfen und mir eine transparente sowie faire Lösung anzubieten.

Gruss

Dear Lonix0110,

We understand your frustration, and we are committed to a fair and transparent resolution. Our technical team has completed an extensive review of the account activity and gaming history.

Dear Matej,

We have just sent you an email with our detailed findings and the official logs for your independent review. We look forward to your feedback to resolve this matter.

Thank you for your patience.

Best regards,

Posido Casino Team

Good day Casino Posido

Why do I have no insight into my gaming activities? This way, the assessment is only one-sided.

Best regards

Guten Tag Casino Posido

Warum habe ich keine Einsicht auf mein Spielaktivitäten, so wird nur einseitig beurteilt.

Liebe Grüsse

?

Dear Lonix0110,

First of all, I would like to apologize for the delayed response. I was attending a conference and was unavailable for several days.

I have now had time to review the game history provided by the casino, and I was able to identify the mentioned game rounds.

In the game Lucky Pharaoh, you played 14 rounds in a row and, a few minutes later, another 5 rounds. What I noticed from the beginning is that there were no winnings associated with these rounds at that time.

After checking all Lucky Pharaoh rounds, I noticed that the winnings from these rounds were credited with a delay. This was unusual, which is why I checked the casino through our partner’s website and confirmed that the games are genuine:

https://gamecheck.com/online-casino/posido

The casino also confirmed that their team manually reviewed your game logs. According to them, the game ID shown in your screenshot did not match the server records.

What I believe happened (please check the attached image) is the following:

I think that steps 9 and 10 did not happen immediately, possibly due to a temporary disconnection. As a result, your game ended with a random result on your side, which differed from the server result. Because the result was not confirmed by the server, your account balance was not adjusted at that time, and only the animation displayed winnings.

As I discovered later, the results from these game rounds appeared in the system and the winnings were credited accordingly, based on the server-side results, which were different from what was visually shown earlier.

I checked the logs, and financially everything adds up correctly. In situations like this, the server logs are considered authoritative. Therefore, I believe that in this case the casino is correct. The winnings shown in your screenshots were only a visual error caused by the disconnection.

No, I haven't received the money in my player account. I also sent you a screenshot of the game and history; this amount was never credited to me.

Nein ich habe mein Geld nicht auf mein Spielerkonto gutgeschrieben bekommen. Ich habe Ihnen auch ein Screenshot vom Spiel und Verlauf gesendet dieser Betrag wurde mir nie gutgeschrieben.

Dear Lonix0110,

I can only interpret what I see in the game log. I would like to clarify one point first: did you take the screenshot of the winnings immediately after the win, or was it taken on a different day?

Based on the game log, it appears that the winnings in this particular game were not credited immediately at the time when the large win appeared. There may be several reasons for this; however, every casino operates under the rule that the server results are the correct and final ones.

For example, if you start a spin in a game and immediately disconnect your device from the internet, the game may still finish and display a result on your screen. However, the same round will also be completed on the game server, which determines the official outcome independently of what is shown locally. What most likely happened is that you saw a result that was not the correct one, which would explain why the balance was not credited. Once the result synchronized with the game server, the balance was adjusted according to the server outcome—not for the amount shown in the screenshot.

From the casino’s perspective, the game provider operates as an independent company. The casino cannot fabricate logs or manually remove winnings so easily, it would create discrepancy in their logs. The round shown in your screenshot does not appear to exist in those logs.

Based on the evidence available, I do not see how I can assist you further. The game log is clear, and there are no signs of errors or manipulation (which, as mentioned, is not something casinos can do easily).

If you are still convinced that you would like to pursue this matter further, I recommend contacting the game provider directly. If they do not respond, you may then contact the regulator. However, it is very likely that the regulator would receive the same game history that I reviewed and reach the same conclusion.

I see no substantive added value in the explanations presented so far. These are expressly not mere speculations or unfounded assumptions on my part. I am absolutely certain that irregularities exist in this case.

I am aware that the game provider whose games were offered on your platform is already the subject of legal proceedings due to illegal business practices. It is particularly noteworthy in this context that the provider in question has not been available on your casino since the incident described.

I have been regularly participating in gambling for 18 years now and can emphatically assure you that I have never experienced a comparable incident during that entire time. Therefore, I consider it impossible that this was a misunderstanding or user error on my part.

I state with full conviction that I was not credited with a legitimate winnings and that the course of the game was subsequently altered in a way that benefits the casino exclusively.

Regardless of your internal assessment of the situation, I stand by this statement. I expect a transparent, comprehensible, and verifiable clarification of the matter.

ich sehe in den bislang vorgebrachten Erklärungen keinen sachlichen Mehrwert. Es handelt sich hierbei ausdrücklich nicht um Mutmaßungen oder unbegründete Annahmen meinerseits. Ich bin mir mit absoluter Sicherheit bewusst, dass in dem betreffenden Fall Unregelmäßigkeiten vorliegen.

Mir ist bekannt, dass der Spieleanbieter, dessen Spiele auf Ihrer Plattform angeboten wurden, aufgrund illegaler Geschäftspraktiken bereits Gegenstand gerichtlicher Verfahren ist. Besonders auffällig ist in diesem Zusammenhang, dass der betreffende Anbieter seit dem geschilderten Vorfall nicht mehr auf Ihrem Casino verfügbar ist.

Ich nehme seit nunmehr 18 Jahren regelmäßig an Glücksspielen teil und kann mit Nachdruck versichern, dass mir in dieser gesamten Zeit kein vergleichbarer Vorfall widerfahren ist. Vor diesem Hintergrund halte ich es für ausgeschlossen, dass es sich um ein Missverständnis oder einen Bedienfehler meinerseits handelt.

Ich stelle mit voller Überzeugung fest, dass mir ein rechtmäßiger Gewinn nicht gutgeschrieben wurde und dass der Spielverlauf nachträglich in einer Weise angepasst wurde, die ausschließlich zu Gunsten des Casinos wirkt.

Unabhängig von Ihrer internen Bewertung des Sachverhalts bleibe ich bei dieser Feststellung. Ich erwarte eine transparente, nachvollziehbare und überprüfbare Klärung des Vorgangs.

Dear All,

We appreciate the player's feedback and fully understand the frustration caused by this discrepancy. We value our players' experience, and it is never our intention to have such a loyal player feel dissatisfied.

We have conducted an extensive manual review of the player’s entire Gaming History, including the period surrounding the reported date. Unfortunately, the records do not show any transactions, game rounds, or balance changes that match the details provided. We must rely on these official logs to verify any transaction, and in this case, the data simply does not align with the provided screenshot.

While we sincerely regret that we cannot provide a different outcome, we have no further information or evidence that would change our position.

We believe the independent review by Casino Guru has correctly addressed the situation based on the available facts.

Best regards,

Posido Casino Team

Dear Lonix0110,

As I explained, I reviewed the game logs provided by the casino, and everything appears to be correct. I also explained why I believe you may have seen the winnings you mentioned.

I have reviewed similar cases in the past and am familiar with the mechanics behind these games. Unfortunately, based on the available information, I am unable to assist you further.

As previously suggested, if you believe your claim is valid, I recommend contacting the game provider directly. If the game provider does not respond, you may then contact the casino’s regulator.

I can make decisions only based on evidence, and in this case, the casino has provided sufficient proof to support its position.

Dear Lonix0110,

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.

Everything that's going on here is fake, I have nothing else to say about it.

Alles Fake was hier abläuft, ich habe nichts anderes dazu zu sagen.

Dear Lonix0110,

I have already explained what most likely happened in your case and suggested the next steps. I am more than willing to assist you further if you decide to proceed.

As mentioned earlier, the casino provided us with the official game logs, and those logs do not show the rounds you described. In situations where a player’s recorded results differ from those of the casino (or the game provider), the game provider’s records are considered to be the correct ones.

If you wish to continue pursuing this matter, I strongly recommend contacting the game provider directly or escalating the issue to the regulator. However, based on the evidence we have received, the casino appears to be correct in this case.

I would also encourage you to consider this from another perspective. If a casino intended to deliberately cheat players, do you believe they would selectively delete individual winning rounds and replace them with losing ones? Such action would require the involvement of the game provider and likely multiple individuals. On a larger scale, this would be extremely difficult to conceal.

In reality, altering individual rounds would immediately trigger complaints from players. If wrongdoing were the intention, there would be far easier and less detectable methods — for example, manipulating overall game RTP — rather than changing specific rounds that players can clearly remember and dispute.

Dear Lonix0110,

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,
Matej
Casino.Guru