Igrač iz Finske osvaja €13,000 u Posido kazinu, ali nakon zatvaranja računa, prima samo €50 i rečeno mu je da je uplata obrađena. Uprkos tome što je dostavio detalje svog e-novčanika i uzastopno pokušavao da reši problem, on nije primio ceo dug.
The player from Finland wins €13,000 at Posido casino, but after the account is closed, he only receives €50 and is told the payment is processed. Despite submitting his e-wallet details and repeated attempts to resolve the issue, he has not received the full amount owed.
Igrač iz Finske osvaja €13,000 u Posido kazinu, ali nakon zatvaranja računa, prima samo €50 i rečeno mu je da je uplata obrađena. Uprkos tome što je dostavio detalje svog e-novčanika i uzastopno pokušavao da reši problem, on nije primio ceo dug.
Pišem da zvanično uložim žalbu protiv Posido kazina u vezi sa nerešenim problemom sa nedostajućom uplatom sa mog računa.
Osvojio sam 13.000 evra dok sam igrao u Posidu. Ubrzo nakon toga, moj kazino nalog je zatvoren, a dobio sam e-poruku od Posido kazina u kojoj se navodi da će stanje na mom računu biti ručno isplaćeno. Tražili su moje podatke o e-novčaniku, koje sam odmah dostavio.
Uprkos njihovim uveravanjima, prošle su tri nedelje a da nisu primili ceo iznos dugovanja. Dana 27.11.2024, primio sam još jedan e-mail iz kazina u kojem se tvrdilo da su obradili uplatu i da je stanje na mom računu nula. Međutim, kada sam proverio svoj e-novčanik, otkrio sam da je preneto samo 50 evra (iznos koji sam prvobitno položio).
Ova situacija je i neprihvatljiva i finansijski teška. Čini se da radnje kazina krše [relevantne propise, npr. zakon o zaštiti potrošača, propisi o kockanju]. Više puta sam pokušavao da rešim ovu stvar direktno sa kazinom, ali nisam dobio zadovoljavajuće rešenje.
Ljubazno tražim vašu pomoć u istraživanju ovog pitanja i osiguravanju da Posido ispuni svoju obavezu da isplati puni iznos od 13.000 evra koliko mi duguje.
I am writing to formally lodge a complaint against Posido casino, regarding an unresolved issue with a missing payment from my account.
I won a sum of €13,000 while playing at Posido. Shortly after, my casino account was closed, and I received an email from Posido casino stating that my account balance would be manually paid out. They requested my e-wallet details, which I promptly provided.
Despite their assurance, three weeks passed without receiving the full amount owed. On 27.11.2024, I received another email from the casino, claiming that they had processed the payment and that my account balance was zero. However, upon checking my e-wallet, I found that only €50 (the amount I originally deposited) had been transferred.
This situation is both unacceptable and financially distressing. The casino’s actions appear to be in violation of [relevant regulations, e.g., consumer protection laws, gambling regulations]. I have made repeated attempts to resolve this matter directly with the casino but have not received a satisfactory resolution.
I kindly request your assistance in investigating this issue and ensuring that Posido fulfills its obligation to pay out the full amount of €13,000 as owed to me.
Poštovani 2lzk1m23cmzv5,
Hvala vam puno što ste podneli žalbu. Žao mi je što čujem za vaš problem. Dozvolite mi da vam postavim nekoliko pitanja, kako bih u potpunosti razumeo celu situaciju.
Šta je bio razlog za zatvaranje računa?
Da li ste akumulirali svoje dobitke sa ili bez aktivnog bonusa?
Možete li da podelite svoju komunikaciju sa kazinom? Šalji e-poštu ili transkripte ćaskanja na moju e-poštu na dominika.l@casino.guru , ili postavite snimke ekrana ovde.
Nadam se da ćemo moći da vam pomognemo da rešite ovaj problem što je pre moguće. Hvala vam unapred na odgovoru.
Srdačan pozdrav,
Dominika
Dear 2lzx1m23cmzw5,
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.
What was the reason for the account closure?
Did you accumulate your winnings with or without an active bonus?
Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@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,
Dominika
zdravo,
1.) prema kazinu Vaš nalog je zatvoren u skladu sa uslovima korišćenja 9.1...
2.) bez. Igrao sam u potpunosti svojim novcem.
Hello,
1.) according to the casino Your account has been closed in accordance with terms of use 9.1...
2.) without. I played entirely with my own money.
Hei,
1.) kasinon mukaan Tilisi on suljettu käyttöehtojen 9.1 mukaisesti...
2.) ilman. Pelasin täysin Omalla rahalla.
Dragi 2lzk1m23cmzv5, hvala vam na pruženim informacijama.
Možete li molim vas da podelite komunikaciju iz kazina u kojoj se navodi da će ručno poslati vaše dobitke?
Takođe, da li ste se kladili na sport ili igrali kazino igre?
Dear 2lzx1m23cmzw5, thank you for the information provided.
Could you please share the communication from the casino indicating they would manually send your winnings?
Also, did you place sports bets or play casino games?
zdravo,
Hello,
Hei,
Dragi 2lzk1m23cmzv5, hvala vam na pruženim informacijama.
Da li ste uplatili novac koristeći način plaćanja registrovan na vaše ime?
Postoji li šansa da je neko iz vašeg domaćinstva ili koji koristi istu IP adresu takođe napravio nalog u ovom kazinu?
Da li ste koristili VPN?
Dear 2lzx1m23cmzw5, thank you for the information provided.
Did you deposit money using a payment method registered in your name?
Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
Did you use a VPN?
zdravo,
Uplatio sam novac na vaše ime koristeći način plaćanja registrovan na vaše ime!
nema.
Nisam koristio VPN.
Hello,
I deposited money in your name using a payment method registered in your name!
there is no.
I didn't use a VPN.
Hei,
Talletin rahaa nimillesi rekisteröidyllä maksutavalla kylä!
ei ole.
en käyttänyt VPN.
Hvala vam puno, 2lzk1m23cmzv5, što ste dali potrebne informacije. Sada ću preneti vašu žalbu kolegi Mihalu ( michal.k@casino.guru ) koji će vam biti na usluzi. Želim vam puno sreće i nadam se da će problem biti rešen na vaše zadovoljstvo u bliskoj budućnosti.
Thank you very much, 2lzx1m23cmzw5, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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 2lzx1m23cmzw5,
We would like to update you that due to Michal, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Michal 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 Michal will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
Zdravo 2lzk1m23cmzv5,
Ja sam Mihal i preuzeo sam vašu žalbu. Pregledao sam vaš slučaj i kontaktiraću kazino da rasvetlimo ovu stvar.
Pozivamo Posido Casino da se pridruži razgovoru.
Dragi Posido Casino,
Cenio bih više detalja u vezi sa radnjama igrača koje se smatraju kršenjem pravila 9.1, jer pokriva različite scenarije. Ako ove informacije ne mogu biti otkrivene javno, pošaljite mi ih direktno na michal.k@casino.guru
Hello 2lzx1m23cmzw5,
I'm Michal, and I have taken over your complaint. I have reviewed your case and 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,
I would appreciate more details regarding the player's actions that were considered a breach of rule 9.1, as it covers various scenarios. If this information cannot be disclosed publicly, please send it to me directly at michal.k@casino.guru
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.
Poštovani 2lzk1m23cmzv5,
Dobio sam neke informacije od kazino tima, ali situacija je i dalje pomalo neizvesna. Molimo vas da mi prosledite sve dokumente koje ste dali kazino timu za proces Upoznaj svog klijenta (KIC) na adresi michal.k@casino.guru
Dear 2lzx1m23cmzw5,
I have received some information from the casino team, but the situation still remains a bit uncertain. Please forward me all the documents you have provided to the casino team for the Know Your Customer (KYC) process at michal.k@casino.guru
Dear 2lzx1m23cmzw5,
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.
zdravo,
odgovorio sam.
Ovde je potrebno toliko vremena da se poruke izgube.
Ali sam poslao informacije putem mejla.
Hello,
I answered.
It takes so long here that the messages get lost.
But I sent the information by email.
Hei,
Vastasin.
Tässä kestää niin kauan, niin menee viestit ohi.
Mutta laitoin s-postitse tiedot.
Dear 2lzx1m23cmzw5,
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.
Poštovani 2lzk1m23cmzv5,
Još uvek razgovaram sa kazino timom u vezi sa vašim slučajem. Podelio sam naše gledište o odgovarajućim koracima koje treba preduzeti i sada čekam njihove povratne informacije. Čini se da je situacija složenija nego što se u početku očekivalo. Nadam se da ću uskoro imati ažuriranje za vas.
Dragi Posido Casino,
Kontaktirao sam vas putem e-pošte i čekam vaš odgovor.
Dear 2lzx1m23cmzw5,
I am still in discussions with the casino team concerning your case. I have shared our viewpoint on the appropriate steps to be taken and am now waiting for their feedback. It seems that the situation is more complex than initially anticipated. I hope to have an update for you shortly.
Dear Posido Casino,
I have reached out to you via email and am awaiting your response.
Zdravo Mihal,
Nismo uspeli da pronađemo imejl na koji se pozivate (vaš odgovor na našu e-poštu).
Takođe smo odgovorili na ovo 5. februara 2025.
Ponizno vas molimo da još jednom podelite ažuriranje sa nama u slučaju da ste ga već poslali.
Čekam vaše ažuriranje. Hvala vam!
srdačan pozdrav,
Posido tim.
Hello Michal,
We were not able to find the email you are referring to (your response to our email).
We had also responded to this on 5th of February 2025.
We humbly request you to please share the update with us once again in case if you had already sent it.
Waiting for your update. Thank you!
Kind regards,
Posido team.
Ovaj je post Casino Guru učinio privatnim. Sadrži osetljive informacije koje treba da vide samo strane uključene u prigovor.
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.
Zdravo Mihal,
Poslali smo još jednu e-poštu u vezi sa neprimanjem ili nemogućnošću da vidimo vaš odgovor.
Hvala Mihal, što si bio tako strpljiv i sarađivao sa nama! Zaista to cenimo!
Čekamo vaše ažuriranje.
Hello Michal,
We have sent another email related to not receiving or not able see your response.
Thank you Michal, for being so patient and co-operative with us! We really appreciate it!
We are waiting for your update.
Dragi Posido tim,
Ponovo sam poslao svoju e-poštu obojici support@posido.com i complaints@posido.com , i nadam se da će doći do vas ovog puta.
Dear Posido team,
I have sent my email again to both support@posido.com and complaints@posido.com, and I hope it reaches you this time.
Dragi Mihal,
Obaveštavamo vas da smo odgovorili na vašu e-poštu sa odgovorima na vaša pitanja.
Obavestite nas ako je potrebno nešto dodatno.
Srdačan pozdrav,
Posido tim
Dear Michal,
Please be informed that we replied to your email with answers to your questions.
Let us know if anything additional is required.
Best regards,
Posido team
Dragi Posido tim,
Hvala vam na e-poruci sa dodatnim informacijama i dokazima.
Poštovani 2lzk1m23cmzv5,
Poslao sam vam e-poštu i čekam vaš odgovor.
Dear Posido team,
Thank you for your email with the additional information and evidence.
Dear 2lzx1m23cmzw5,
I have sent you an email and am awaiting your response.
Besplatni profesionalni edukativni kursevi za zaposlene u online kazinima usmereni na najbolje prakse u industriji, poboljšanje iskustva igrača i pošten pristup kockanju.
Inicijativu koju smo pokrenuli s ciljem stvaranja globalnog sistema samoisključenja, koji će omogućiti ranjivim igračima da blokiraju pristup svim mogućnostima online kockanja.
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Proverite svoj inboks i kliknite na link koji smo Vam poslali:
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Link će isteći za 72 časa.
Proverite svoj "Spam" ili "Promotions" folder ili kliknite na dugme ispod.
Konformacioni e-mail je poslat ponovo.
Proverite svoj inboks i kliknite na link koji smo Vam poslali: youremail@gmail.com
Link će isteći za 72 časa.
Proverite svoj "Spam" ili "Promotions" folder ili kliknite na dugme ispod.
Konformacioni e-mail je poslat ponovo.