The player from Germany had completed the tasks for a sticker group at Posido Casino, which promised a €500 reward, but was missing one sticker that was supposed to be awarded upon reaching VIP level 3. Despite multiple contacts with live chat and emails to VIP support since October 2, 2024, he had not received the sticker or any resolution. The issue was resolved after the player received the reward sticker, following intervention from the Complaints Team. The casino acknowledged the delay and expressed gratitude for the player's patience. The matter was then marked as successfully addressed.
Posido Casino - Player's reward is delayed due to missing sticker.
Amount: ??
Posido Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 weeks ago
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1 month ago
Translation
Posido Casino advertises a sticker program where you receive stickers by completing various tasks. These are always grouped in sets of 5 stickers. Once you collect all the stickers in a group, you are rewarded with a cash prize. Until now, I have had no issues with this and have already completed some sticker groups and received the cash prize. However, this time is different. It's a sticker group that promises a reward of €500 upon completion. I completed all the tasks for this group some time ago, but have only received 4 out of the 5 stickers. You are supposed to receive one of the stickers when you reach VIP level 3. I have been at this level for a while now. I first noticed I hadn't received the sticker about 10 days ago, so I contacted the live chat. I was promised a quick resolution to the problem. After 2 days and further discussions with the live chat, I sent an email to VIP support. This was on 02.10.2024. Having received no response by 07.10.2024, despite being assured daily in the live chat that the case was expedited and that someone would definitely get in touch with me soon, I wrote another email. I have not received a response to that email either. Unfortunately, the live chat hasn't been helpful either.
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1 month ago
Dear aaronthuber,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem.
Could you please send me the screenshot of the stickers you wish to receive?
Also, could you please send me a screenshot of your player status and your conversation with live chat regarding the uncredited reward?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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1 month ago
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Thanks for your answer.
This is the sticker. Unfortunately I can only attach a screenshot. However, the casino can confirm that I am VIP level 3.Automatic translation:
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1 month ago
Thank you for the screenshot. However, you should also be able to see your VIP status, when you click on the VIP section in the footer of the casino website. Please send me this screenshot here as well.
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1 month ago
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Here is the screenshot:
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1 month ago
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I just noticed that it is not showing up. Every time I paste it into the text field, it disappears after a few moments.
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1 month ago
I can see the same error. Please forward me the screenshot at veronika.l@casino.guru. Thank you for your cooperation.
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1 month ago
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I have now sent the screenshot to the email address mentioned 👍
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1 month ago
Thank you for the email with the screenshot. Before we proceed with further investigation, please forward all your communication with customer support regarding the missing sticker to my email at veronika.l@casino.guru.
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4 weeks ago
Thank you very much, aaronthuber, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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4 weeks ago
Hello aaronthuber,
I'm Michal, and I have taken over your complaint. I have reviewed your case and I 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,
Could you kindly clarify the reason the reward sticker was not granted to the player, considering it appears they have met all the necessary criteria?
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3 weeks ago
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.
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2 weeks ago
Translation
After more than a month, I have now received the reward. Thank you for your support. The case can be closed.
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2 weeks ago
Dear aaronthuber,
We sincerely apologies for the delay you had to experience. We would also like to thank you for your patience, understanding and co-operation so far. We really appreciate it.
Our team wishes you all the best for your future activities!
Posido Team.
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2 weeks ago
Dear aaronthuber,
Thank you for the confirmation. I recognize that, from a user experience perspective, the circumstances were less than optimal; however, unforeseen complications can occasionally arise. I am pleased that we could assist in resolving the matter and that you have received the reward sticker you were looking forward to.
With the complainant's confirmation, we consider this issue successfully addressed/resolved. We will now mark it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot Rate Casino Guru (trustpilot.com). An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Michal
Casino Guru
