Posido Casino - Player's account has been closed and payment is delayed.

I am writing to formally lodge a complaint against Posido casino, regarding an unresolved issue with a missing payment from my account.

I won a sum of €13,000 while playing at Posido. Shortly after, my casino account was closed, and I received an email from Posido casino stating that my account balance would be manually paid out. They requested my e-wallet details, which I promptly provided.

Despite their assurance, three weeks passed without receiving the full amount owed. On 27.11.2024, I received another email from the casino, claiming that they had processed the payment and that my account balance was zero. However, upon checking my e-wallet, I found that only €50 (the amount I originally deposited) had been transferred.

This situation is both unacceptable and financially distressing. The casino’s actions appear to be in violation of [relevant regulations, e.g., consumer protection laws, gambling regulations]. I have made repeated attempts to resolve this matter directly with the casino but have not received a satisfactory resolution.

I kindly request your assistance in investigating this issue and ensuring that Posido fulfills its obligation to pay out the full amount of €13,000 as owed to me.

Dear 2lzx1m23cmzw5,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

What was the reason for the account closure?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Dominika

Hello,

1.) according to the casino Your account has been closed in accordance with terms of use 9.1...

2.) without. I played entirely with my own money.

Dear 2lzx1m23cmzw5, thank you for the information provided.

Could you please share the communication from the casino indicating they would manually send your winnings?

Also, did you place sports bets or play casino games?

Hello,

Dear 2lzx1m23cmzw5, thank you for the information provided.

Did you deposit money using a payment method registered in your name?

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Did you use a VPN?

Hello,

I deposited money in your name using a payment method registered in your name!

there is no.

I didn't use a VPN.

Thank you very much, 2lzx1m23cmzw5, for providing the necessary information. I will now transfer your complaint to my colleague Michal ([email protected]) 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.

Hi, Thanks, I'm waiting!

Hello 2lzx1m23cmzw5,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello,

Okay, I'll wait. Thank you!

Hello 2lzx1m23cmzw5,

I'm Michal, and I have taken over your complaint. I have reviewed your case and will contact the casino to shed more light on this matter.

We would like to invite Posido Casino to join the conversation.

Dear Posido Casino,

I would appreciate more details regarding the player's actions that were considered a breach of rule 9.1, as it covers various scenarios. If this information cannot be disclosed publicly, please send it to me directly at [email protected]

Hei Michal, thanks am waiting.

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.

Dear 2lzx1m23cmzw5,

I have received some information from the casino team, but the situation still remains a bit uncertain. Please forward me all the documents you have provided to the casino team for the Know Your Customer (KYC) process at [email protected]

Dear 2lzx1m23cmzw5,

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.

Hello,

I answered.

It takes so long here that the messages get lost.

But I sent the information by email.

Dear 2lzx1m23cmzw5,

Thank you for your email and the provided documents. I will review them and discuss the case further with the casino team.

Dear 2lzx1m23cmzw5,

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.

Hi Michal,

What's the situation? Why is this taking so long?

Dear 2lzx1m23cmzw5,  

I am still in discussions with the casino team concerning your case. I have shared our viewpoint on the appropriate steps to be taken and am now waiting for their feedback. It seems that the situation is more complex than initially anticipated. I hope to have an update for you shortly.

Dear Posido Casino,

I have reached out to you via email and am awaiting your response.

Hello Michal,

We were not able to find the email you are referring to (your response to our email).

We had also responded to this on 5th of February 2025.

We humbly request you to please share the update with us once again in case if you had already sent it.

Waiting for your update. Thank you!

Kind regards,

Posido team.

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.

Hello Michal,

We have sent another email related to not receiving or not able see your response.

Thank you Michal, for being so patient and co-operative with us! We really appreciate it!

We are waiting for your update.

Dear Posido team,  

I have sent my email again to both [email protected] and [email protected], and I hope it reaches you this time.

Dear Michal,

Please be informed that we replied to your email with answers to your questions.

Let us know if anything additional is required.

Best regards,

Posido team

Dear Posido team,

Thank you for your email with the additional information and evidence.

Dear 2lzx1m23cmzw5,

I have sent you an email and am awaiting your response.

Dear 2lzx1m23cmzw5,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can request a reopening of this complaint at any time.