The player from Germany reported that a €500 withdrawal from their Posido account was canceled without their knowledge, leading to unauthorized bets totaling €700. They emphasized that no one else had access to their account and expressed frustration over inaccessible customer service, as live chat was down and their emails were bouncing back. The Complaints Team communicated with the casino, but the investigation was hindered by the player's lack of response. Ultimately, the complaint was closed due to insufficient communication from the player, although they retained the option to reopen it in the future.
Posido Casino - Player's funds have been confiscated.
Amount: €700
Posido Casino
Safety Index:HighSafety Index
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8.8
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Closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 weeks ago
Public
Public
2 months ago
Translation
A €500 withdrawal from my Posido account was canceled without my knowledge. Subsequently, unauthorized bets were placed on roulette and games such as "Le Bandit" and "Gates of Olympus Super Scatter," resulting in a total loss of €700. I did not place any of these bets myself, and no one else has access to my account.
Additionally, customer service is unavailable: Live chat doesn't work, and my emails bounce with a message stating there's a problem. Despite repeated contact, I haven't received a response yet.
I therefore request your assistance in clarifying the incident and in refunding the amount.
Automatic translation:
Public
Complaint Specialist
Public
2 months ago
Dear Luka.scz,
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 clarify the time and date of the incident? Have you documented the incident by making screenshots of the unauthorized bets found in your game history?
- How long have you been a player at the casino? Have you passed account verification?
- Is your account accessible to you? Can you log in?
- Have all your attempts to contact the casino been unsuccessful since filing the complaint? Have you received any assistance since then?
- Send emails or chat transcripts to my email at [email protected], or post screenshots here.
Thank you very much in advance for your reply.
Best regards,
Tomas
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Sensitive attachment
2 months ago
Translation
H
Hello Tomas,
Thank you for your feedback.
The incident occurred on May 1, 2025, between 11:12 PM and 11:35 PM.
I have taken screenshots for documentation purposes – there are well over 100 images, so I am only sending you an excerpt as an attachment.
To your further questions:
Yes, my account is still accessible and I can log in without any problems.
I have been a Posido customer for about six months.
Account verification has not yet been carried out because the system tells me that it is not currently required.
Since submitting my complaint, I have tried to contact support by email several times, but the emails are bounced.
Live support is also unavailable; an error message always appears or the page doesn't load.
I have not received any help or feedback since then.
Thank you in advance for your support.
Edited
Automatic translation:
Public
Complaint Specialist
Public
1 month ago
Thank you very much, Luka.scz, for providing the necessary information. I will now transfer your complaint to my colleague Jozef ([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.
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Branch Operations Lead
Public
1 month ago
Dear Luka.scz,
I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.
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Branch Operations Lead
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1 month 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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Casino representative
Public
1 month ago
Hi,
Thank you for your patience.
We are actively working on this case and will get back to you as soon as possible with an update.
Best regards,
Posido Casino.
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Branch Operations Lead
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1 month ago
Dear Posido Casino team,
Thank you for your cooperation. I am extending the timer by 7 days, please, let me know if you need more time.
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Casino representative
Public
1 month ago
Dear Jozef,
We apologize for the delay.
The player's request is being processed by the relevant department, as soon as we have an update, we will let you know.
Best Regards,
Posido Casino Team
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Branch Operations Lead
Public
1 month ago
Dear Posido Casino team,
I am extending the timer by 7 days, please, let me know if you need additional time.
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Casino representative
Public
1 month ago
Dear Jozef,
We have sent relevant information concerning the case via email to you.
Please check and let us know if that is sufficient.
Thank you in advance!
Best Regards,
Posido Casino Team
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Public
1 month ago
Translation
Good evening,
I wanted to ask what the current status is?
Thank you in advance!
best regards
Automatic translation:
Public
Branch Operations Lead
Public
1 month ago
Dear Luka.scz,
based on the information from the casino team your IP during the withdrawal cancelation and disputed bets remained the same as for the all time. I am very sorry but disputed like this are very hard to resolve as even the casino team does not carry the responsibility for such situations as there may be chance you have been hacked. The only reason why Tomas transfered the case because of communication issues. Based on the information from the casino team it seems your account is now blocked and it can only be reopened after your verification.
I do highly recommend you to deep check your device if there are no viruses or hack, and if you want to continue in this casino contact them verifiy your account and of course request changing your password. Unfortunately, as for the refund I cannot request to it.
Is there anything else I can assist you with or can I close this case?
Public
Branch Operations Lead
Public
3 weeks ago
Dear Luka.scz,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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Branch Operations Lead
Public
2 weeks ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Jozef
www.kpvfaw.com
