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 dominika.l@casino.guru, 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?