Posido Casino - Player's winnings have been confiscated by casino.

I've played with Posido for a couple months now. I've made many deposits and been quite lucky with my play. All seemed well over the first few months. Deposits and withdrawals went well. Withdrawals were a bit slow but they arrived. Until recently when I won a bit of money but not much. I then deposited around €600 and won a €1300 and my account was flagged for verification -- no problem, I was happy to comply.

I submitted my ID, which was approved. I submitted my bank statement (approved). I submitted a selfie (approved). Finally I submitted my ID because I sent a non-Estonian ID. This was also approved. I then requested a withdrawal. It didn't arrive. I waited patiently. After a few days I saw it was cancelled. I tried again. It still didn't arrive.

Today I tried to log in and got an error. I contacted support and I was told that I received an email about the closure of my account. I'll post this below. In short, they say I failed verification and that ALL my winnings have been cancelled and they will refund my last deposit (but not my others clearly!). I then received exactly €10 from them, because that was my last deposit as I made an extra deposit after my €600.

So they've taken over €1300 from me. Don't play with these people. I will be in contact with their regulator. Fortunately, they are based in the same country as me.

My recent deposits:

26.02.2024: 670 EUR

18.03.2024: 10 EUR

Their email:

Brian (Posido CU)

21 Mar 2024, 18:04 EET

Dear XXXXXXXXXXXXXX ,

Thank you for contacting our Customer Support team. 

We would like to inform you that your account did not pass the verification procedure on our Project and has now been closed without the right to reopen according to paragraph 9.1 point 4 and 9.4 point 3 of our Terms and Conditions.

All of your winnings have been canceled and your last deposit will be refunded.

This decision is our Administration Department’s decision and is final and non-negotiable.

Your cooperation and understanding in this situation is truly appreciated!

If you have additional questions, please feel free to contact us via email support@Posido132456.com or via Live Chat.

Yours sincerely,

Customer service

Dear islandnear,

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. 

• Could you please advise which games you focused on while your account was still active - slots, live casino, sports betting, etc.?
• Did you accumulate your winnings with or without an active bonus?
• Is this the only explanation you received from the casino? If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it 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,

Kristina

Hi Kristina

Thank you for reviewing my complaint and for your response.

I focused only on live casino games. I played baccarat and a few hands of blackjack.

I did not use bonuses to accumulate the the 1,300 EUR with them.

Frustratingly this is the only explanation I've received from the casino. When I contact support they just point me to the email without further information.

Thanks in advance for you assistance.

Isla

Thank you very much, islandnear, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.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.  

Hello islandnear,

I am so sorry to hear your account has not yet been verified. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Posido Casino representative to join this conversation and participate in resolving this complaint.

Dear Posido Casino,

Could you state why the player's account has not yet been verified?

Thank you in advance for providing the information.

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.

Hi there. I will also add for info that I've been in contact with Posido's regulator. They have told me that they have received my complaint and have begun their investigation.

Dear all,

Thank you for reaching out.

We would like to inform you that after a thorough review of the case, we have come to a decision to pay out the winnings. The payment was processed from our side on 11.04.2024.

The account is to remain closed.

Best regards,

Customer Support

I confirm that payment has been received. I maintain that I acted in the right and I believe that this is confirmed by the casino's decision to pay me out.

It is ashame that it took contacting their regulator and CasinoGuru to reach this point.

I am happy for this case to be considered closed. Thank you Casino Guru for your assistance.

Dear islandnear,

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,

Stefan, Casino.Guru