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€2000 deposited – €160 credit disappeared in the middle of the game

Description:

I deposited a total of approximately €2,000 into Posido. Some of the payments were processed through Naale Limited, which wasn't made clear during the deposit process.

Recently, I had a balance of €160 that I had earned through a bonus. While playing, this balance was suddenly removed from my account – without explanation, without warning, and without any notification from support.

The live chat on the site doesn't work, and emails aren't responded to at all. This behavior seems fraudulent and dubious to me.

I have already filed a complaint with the Estonian Gaming Authority (EMTA) and will attach my bank statements as evidence. I demand a full refund of my deposits and an explanation of this incident.

Thank you for your support.

€2000 eingezahlt – €160 Guthaben mitten im Spiel verschwunden

Beschreibung:

Ich habe insgesamt ca. 2000 € bei Posido eingezahlt. Ein Teil der Zahlungen wurde über die Firma Naale Limited abgewickelt, was bei der Einzahlung nicht deutlich gemacht wurde.

Vor kurzem hatte ich ein Guthaben von 160 €, das ich durch einen Bonus erspielt hatte. Während des Spiels wurde dieses Guthaben plötzlich von meinem Konto entfernt – ohne Erklärung, ohne Vorwarnung und ohne Benachrichtigung durch den Support.

Der Live-Chat auf der Seite funktioniert nicht, und auf E-Mails wird gar nicht geantwortet. Dieses Verhalten wirkt auf mich betrügerisch und unseriös.

Ich habe bereits eine Beschwerde bei der estnischen Glücksspielbehörde (EMTA) eingereicht und werde meine Kontoauszüge als Beweis anhängen. Ich fordere eine vollständige Rückzahlung meiner Einzahlungen sowie eine Aufklärung dieses Vorfalls.

Vielen Dank für Ihre Unterstützung.

Dear Elara,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Posido Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• Do you currently have any balance left on your player's account?
• What bonus have you applied for?
• Have you finished the wagering of the bonus in question?
• Could you please provide a reason to demand a refund of your deposits?
• Do you have any document confirming the submission of the complaint to the Estonian gambling authority? Could you please forward it to my email katarina.d@casino.guru?

Thank you very much in advance for your reply.

Best regards,

Katarina

Dear Elara,

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.

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,
Katarina
Casino.Guru