I am hereby filing a formal complaint against Posido Casino, operated by Adonio N.V. and licensed by the Cura?ao Gaming Control Board, under license no. OGL/2023/158/0074.

My patience has run out with the absolute lack of professionalism and honesty from this casino.

On May 28, 2024, two transfers of 500 EUR each were "completed," with the withdrawal request made on May 26. One transfer reached my Skrill account, but the other, intended for my bank account, never arrived.

I contacted my bank, Banco, which confirmed the following: "Upon careful analysis, we have verified that there was indeed an attempt to transfer to your Banco CTT account on the mentioned date. However, for unknown reasons beyond our control, the transfer was reversed, and there were no subsequent attempts. We would like to inform you that our technical team found no issues within the Banco CTT systems and procedures that could have caused this situation. We suggest that you contact the sender of the transfer to verify the situation and, if necessary, take appropriate measures. Please inform the sender that no amount was received in your Banco CTT account regarding this transaction. If you have any proof or additional information, please send it to us so we can analyze it in more detail."

Attached to this message is the official response from the bank, as well as an image from the banking app clearly showing the 500 EUR were reversed.

The issues with Posido Casino are unacceptable:

Blocked Access to Support Chat: I was blocked in the customer support chat, making any assistance impossible.

Lack of Concrete Responses: The evasive responses from customer support provided no proof or concrete solution.

False Allegations: The casino falsely claims the money was returned and spent, which is an outright lie. I did not receive any refund nor used those funds.

I demand that Posido Casino immediately explain why the transfer was reversed and take all necessary measures to correctly credit the amount to my account. I also suggest transferring the 500 EUR to my Skrill account to avoid future problems.

If this situation is not resolved immediately, I will file a complaint with the relevant authorities and take all legal actions possible to ensure justice is served.

I am tired of empty promises and will demand full accountability for this fraud.

Awaiting an urgent response

Venho por este meio apresentar uma queixa formal contra o Posido Casino, operado pela Adonio N.V. e licenciado pelo Cura?ao Gaming Control Board, com a licen?a n.o OGL/2023/158/0074.

A minha paciência esgotou-se com a absoluta falta de profissionalismo e honestidade deste casino. 

 No dia 28 de Maio de 2024, foram "completas" duas transferências de 500 EUR cada, foi solicitado o levantamento no dia 26 de Maio. Uma das transferências chegou à minha conta Skrill, enquanto a outra, destinada à minha conta bancária, nunca chegou. 

Contactei o meu banco, Banco , que confirmou o seguinte: "Após uma análise cuidadosa, verificamos que houve de fato uma tentativa de transferência para a sua conta do Banco CTT, na data mencionada. Entretanto, por motivos desconhecidos e alheios ao nosso banco, a transferência foi revertida e n?o houve mais nenhuma tentativa posterior. Gostaríamos de informar que a nossa equipa técnica n?o encontrou nenhum problema nos sistemas e procedimentos do Banco CTT que possa ter levado a esta situa??o. Sugerimos que entre em contacto com o remetente da transferência para verificar a situa??o e, se necessário, tomar as medidas adequadas. Por favor, informe o remetente da transferência que n?o houve nenhum montante recebido na sua conta do Banco CTT referente a esta transa??o. Caso tenha algum comprovativo ou informa??o adicional, por favor envie-nos para que possamos analisar mais detalhadamente." 

Anexo a esta mensagem está a resposta oficial do banco, bem como uma imagem da aplica??o do banco que mostra claramente que os 500 EUR foram revertidos.

Os problemas com o Posido Casino s?o inadmissíveis: 

Bloqueio de Acesso ao Chat de Apoio: Fui bloqueado no chat de apoio ao cliente, impossibilitando qualquer assistência. 

Falta de Respostas Concretas: As respostas evasivas do servi?o de apoio n?o forneceram nenhuma prova ou solu??o concreta. 

Alega??es Falsas: O casino alega falsamente que o dinheiro foi devolvido e gasto, o que é uma mentira descarada. N?o recebi devolu??o nem utilizei esses fundos. 

Exijo que o Posido Casino explique imediatamente porque a transferência foi revertida e que tomem todas as medidas necessárias para creditar corretamente o valor na minha conta. Sugiro ainda que transfiram os 500 EUR para a minha conta Skrill, para evitar problemas futuros. 

 Se esta situa??o n?o for resolvida de imediato, apresentarei queixa junto das autoridades competentes e tomarei todas as medidas legais possíveis para assegurar que a justi?a seja feita. 

Estou farto de promessas vazias e exigirei responsabilidade total por esta fraude. 

Aguardando uma resposta urgente

Dear Carlos_97,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Carlos_97,

Have you received your withdrawal from the casino yet?

Today, June 10th, I still haven't received my withdrawal of 500 EUR, requested on May 26th. The casino has already admitted that there was a problem with the payment provider, but that is not my responsibility.

I have already sent all the requested proof, including the bank statement, screenshots of my home banking and the official statement from the bank, proving that I never received my money. I can not wait anymore. The casino's internal problems are not my problem; I just want the money I earned fairly and urgently.

I have already taken the following measures:

Report to the Authorities: I informed the regulatory and consumer protection authorities about this situation of fraud and bad faith.

Legal Action: I will initiate legal proceedings against Posido Casino for fraud.

Public Exposure: I disclosed this situation on player forums, social media and casino review sites, warning other consumers about the company's deceptive practices.

If the amount of 500 EUR is not transferred within the next few hours, I will continue to intensify my actions to recover my money.

This is the last opportunity I am giving to resolve the situation amicably. I'm not giving up my money.

I await a response.

Yours sincerely

Hoje, dia 10 de junho, ainda n?o recebi o meu levantamento de 500 EUR, solicitado no dia 26 de maio. O casino já admitiu que houve um problema com o provedor de pagamentos, mas isso n?o é responsabilidade minha.

Já enviei todas as provas solicitadas, incluindo o extrato bancário, capturas de ecr? do meu homebanking e o comunicado oficial do banco, comprovando que nunca recebi o meu dinheiro. N?o posso esperar mais. Os problemas internos do casino n?o s?o problema meu; eu só quero o dinheiro que ganhei de forma justa e urgente.

Já tomei as seguintes medidas:

Relato às Autoridades: Informei as autoridades reguladoras e de prote??o ao consumidor sobre esta situa??o de fraude e má-fé.

A??o Legal: Iniciarei o processo legal contra o Posido Casino por fraude.

Exposi??o Pública: Divulguei esta situa??o em fóruns de jogadores, redes sociais e sites de avalia??o de casinos, alertando outros consumidores sobre as práticas enganosas da empresa.

Se o montante de 500 EUR n?o for transferido nas próximas horas, continuarei a intensificar as minhas a??es para recuperar o meu dinheiro.

Esta é a última oportunidade que estou a dar para resolvermos a situa??o amigavelmente. N?o vou desistir do meu dinheiro.

Aguardo uma resposta .

Atenciosamente

Thank you for your reply, Carlos_97. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Have you made any successful withdrawals via this payment method before? 
• Could you please advise if your account was verified?
• Did you accumulate your winnings with or without an active bonus?

Have you made any successful withdrawals via this payment method before?

No

Could you please let me know if your account has been verified?

It was only recently verified, after 1 month of playing without being asked.

Have you accumulated your winnings with or without an active bonus?

No

Você já fez algum saque bem-sucedido por meio deste método de pagamento antes?

N?o

Você poderia informar se sua conta foi verificada?

Foi verificada, apenas recentemente, depois de 1 mês a jogar sem solicitarem.

Você acumulou seus ganhos com ou sem b?nus ativo?

N?o

Could you please post a screenshot of your withdrawal history here in this thread?

Additionally, please forward all the relevant communication between you and the casino to [email protected]. Alternatively, you can post it here. Thank you in advance.

Here it is

Aqui está

Thank you very much, Carlos_97, for your cooperation. I will now transfer your complaint to my colleague Romi ([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.  

Hello Carlos_97,

My name is Romi, and I will be in charge of your case from now on.

I would now like to invite the Posido Casino representative into this conversation.

Dear Posido Casino,

Could you please provide more information about this case to clarify the situation?

Thank You in advance.

Romi

Dear Romi,

Thank you for reaching out.

We would like to inform you that the customer's claim is currently under review. We will let you know as soon as there is an update.

Best regards,

Posido.com

Dear Posido Casino,

We will wait for the updates regarding this case.

Thank you for your cooperation.

Kind regards,

Romi

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 Carlos_97,

I will try to contact the casino outside this thread and will give them 3 days to reply. After that, if the casino won't get in touch I will have to close this complaint as  ‘unresolved’ which may negatively affect its rating.

Best regards,

Romi

Dear all,

Thank you for reaching out.

Unfortunately, we are still waiting for the feedback from the payment processor. We will let you know as soon as there is an update.

Best regards,

Posido.com

Dear Posido Casino,

Thank you for reaching out.

We will wait for updates from you regarding this issue.

Best regards,

Romi

Waiting for more than 3 months

Esperando a mais de 3 meses

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 Romi,

Thank you for reaching out.

Please be informed that we sent you an email to [email protected]. Looking forward to your reply.

Best regards,

Posido.com

it's unacceptable that, after all this time and all the proof I've sent, I still haven't received my money. The situation is becoming increasingly frustrating and shameful.

I expect an immediate resolution to this problem. I demand that payment be made without further delay.

Sincerely,

Carlos

é inaceitável que, após todo esse tempo e todas as provas enviadas, eu ainda n?o tenha recebido o meu dinheiro. A situa??o está se tornando cada vez mais frustrante e vergonhosa.

Espero uma resolu??o imediata para este problema. Exijo que o pagamento seja efetuado sem mais atrasos.

Atenciosamente,

Carlos

Hello all.

Tank you Posido Casino for the email sent, and for your cooperation.

Dear Dear Carlos_97,

I have received an email from Posido Casino with the proof that the money were send from their side. I will mail it to you as well. Please after you receive the email check out with your bank, as the Posido Casino representative has suggested in case the issue is on the banks side.

Let us know about any updates and inform us what should we do next with your complaint.

Thank you in advance.

Greetings,

Romi

Dear Romi,

Thank you for your attention to my case. I would like to reiterate that, despite the compensation offered by Posido Casino, the original withdrawal of 500 EUR was never credited to my bank account. The compensation, totaling 800 EUR, was subject to a 15x wagering requirement, which makes it nearly impossible to withdraw any funds, and I have been unable to withdraw any of the compensatory amounts.

I have provided all the necessary documentation, including my bank's communication and bank statement, to prove that the payment was never received. According to my consumer rights and the legal obligations of the responsible entity, I demand that the amount of 500 EUR be transferred directly to my Skrill account ([email protected]) or alternatively to IBAN: FR7617598000010001374485463, BIC: LYDIFRP2XXX.

The prolonged duration and lack of resolution are unacceptable. I request an immediate response and urgent resolution of this matter.

Thank you in advance for your continued support.

Best regards,

Carlos Guedes

Dear Dear Carlos_97,

Have you checked with your bank as suggested by the Posido Casino representative, please? The issue could be at their end, because the Posido Casino has already sent the confirmation about the payment.

Please do as suggested and let us know.

Thank you for your cooperation.

Best regards,

Romi

Dear Romi,

As requested, I have already sent the communication from my bank via email, which clearly states that the payment was reversed and that there were no subsequent attempts to deposit the funds. Additionally, I provided my bank statement and all the necessary evidence as proof. At no point was the amount credited to my account.

Therefore, I reiterate my demand for the payment of the 500 EUR owed to me. I am not interested in bonuses or compensations—I just want my money.

I look forward to an immediate resolution.

Best regards,

Carlos Guedes

Hello Carlos_97,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Posido Casino,

Could you kindly provide any suggestions to this case and what could be done now?

Thank you for your cooperation.

Best regards,

Romi

Dear Romi,

Thank you for your message.

We would like to inform you that we did everything possible from our side in order to assist with the case, and even provided the customer with cash bonus compensation totalling more than the amount in question (with wagering requirement x1).

Best regards,

Posido.com

Thank you for your message, but I need to make it clear that the situation is absolutely unacceptable.

The bonus offered was a temporary measure to minimize the damage while I waited for my money to be returned, as discussed above. This in no way replaces your legal obligation to return the amount owed to me.

I have already provided all the necessary evidence, including bank statements and official communications, showing that the transfer was never completed.

I'm not interested in bonuses or palliative offers. I demand the immediate return of my money, which is my right and should be treated with due seriousness.

If this issue is not resolved immediately, I will have to explore all available legal avenues to ensure that my rights are respected.

Sincerely,

Carlos

Agrade?o pela sua mensagem, mas preciso deixar claro que a situa??o é absolutamente inaceitável.

O b?nus oferecido foi uma medida temporária para minimizar os danos enquanto aguardava a devolu??o do meu dinheiro, conforme discutido anteriormente. Isso em nada substitui a obriga??o legal de vocês de me devolverem a quantia que me é devida.

Já apresentei todas as provas necessárias, incluindo extratos bancários e comunica??es oficiais, demonstrando que a transferência nunca foi concluída.

N?o estou interessado em b?nus ou ofertas paliativas. Exijo a devolu??o imediata do meu dinheiro, que é um direito meu e deve ser tratado com a devida seriedade.

Se esta quest?o n?o for resolvida imediatamente, terei que explorar todas as vias legais disponíveis para garantir que meus direitos sejam respeitados.

Atenciosamente,

Carlos

Hello all.

Dear Posido Casino,

Could you please assist the player what else can be done regarding the situation, as the player doesn't accept the bonus you have offered?

Thank you in advance for your cooperation.

Kind regards,

Romi

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 Romi,

Thank you for your message.

We would like to inform you that we have exhausted all avenues of investigation of the payment, and have multiple times provided the customer with evidence of it being paid from our side.

The amount of bonus given exceeded the amount of the withdrawal, and despite the customer claiming it to be just a temporary measure, he did use the funds in our services (the wagering requirement for it was x1).

Best regards,

Posido.com

Hello all.

Thank you Posido Casino.

Dear Carlos_97,

As based on the last update from the casino we believe that the issue has been successfully resolved, we will now close this complaint as ‘Resolved’ in our system.

Thank you, Carlos_97, for using the Casino Guru complaint resolution center. Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Romi