Posido Casino - Player's bonus funds disappeared.

After i got informed via email about a bonus 100% and after making of course the deposit, 20 minutes later my bonus funds and cash vanished, when i asked what happend they said "sorry bonus expired" i said "what?" and they replied that bonus was available for 24 hours and i used it on the last 20minutes, this is not logical how should i complete that wager in 20 minutes? I read on their terms that i have 10 days to wager casino bonuses, they replied that this was a special bonus, when i asked for terms of the bonus said that they dont exist. The email that i recieved was 20 hours ago and not 24 but even that nowhere in the email said anything about the time frame cause if they did i surley wasnt gonna made the deposit. In the general terms they mention about 10 days. It is not about the money but i do not like thiefs. I want refund of my last deposit not even the whole amount that i was playing only the deposit, i dont like playing here this is so bad experience and their SUPPORT IS SO BAD. If you can assist it will be appreciated if not no worries is not that big amount but as i said above i dont like thiefs.

Dear andreaspagomenos,

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 share a screenshot of your deposit and any record showing your funds disappeared?
• Have you asked the casino for a refund already? With what result?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@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,

Tomas

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

my deposits and proof of all that I am saying. I don't want refund I want to restore my bonus as it was before expiring as it is not making any sense to wager a bonus in just 20 minutes, I want the tncs that mention that if so. You suggest to ask for refund ot contact my bank and doubt the transaction ?

Thank you very much, andreaspagomenos, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@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.  

Hi andreaspagomenos,

I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite Posido Casino to join the conversation and contribute to the resolution of this complaint.

Dear Customer,

Thank you for reaching out to us.

We would like to inform you that we have restored your 70.38 EUR bonus with the correct wager.

We sincerely apologize for the inconvenience!

Thank you for your understanding on this matter.

Best Regards,

Customer Service.

Thank you Posido Casino for your quick reply and help.

Dear andreaspagomenos,

Can we consider the issue to be resolved?

Thank you Guru for your help, and thanks to the casino for understanding the situation.

I used the bonus money and actually won! I completed the wager and am now waiting for my withdrawals. I hope all goes smoothly, and I receive my winnings.

Dear andreaspagomenos,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Peter