Posido Casino - El bono del jugador ha sido confiscado.

Hello

I paid 25 e in Posido casino and got a 250% bonus, which I played 30 times as was the withdrawal requirement. When I played it 100%, they canceled the bonus. When I asked why they only briefly apologized and did not return the money to the account .

They no longer answer questions.

thank you for your help in the future

Bojan

Dear bojanhozjan,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you’ve experienced with Posido Casino regarding the cancellation of your bonus and their lack of communication.

To better understand your case and assist you effectively, could you please provide us with more details?

• Did the casino provide any explanation in their apology for why the bonus was canceled? If yes, could you share their response?
• Did you fulfill all the terms and conditions of the bonus, such as the wagering requirements?
• Could you confirm the exact amount left in your account after the bonus was canceled?

Please forward any relevant communication you’ve had with the casino regarding this matter to petronela.k@casino.guru for our review.

Your cooperation is crucial for us to proceed with this case and help resolve the issue. Without your input and additional information, we won’t be able to move forward effectively.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Hello

In the attachment, I am sending the proof of the payment made at 2:42 p.m., the note of the bonus at 6:39 p.m., when I played the 30x bonus as stated in the general conditions, but the bonus expired.

Dear bojanhozjan,

• Just to confirm, do I understand correctly that the bonus expired before you were able to complete the required 30x wagering?
• Could you please clarify which exact bonus you activated and provide the specific time and date of activation?

Looking forward to your reply.

Hello It is a 250% deposit bonus. I deposited 25 euros and got a bonus of 62.50 euros. The deposit was made on 21.1. at 2:42 p.m. While playing I got several bigger winnings and I played the bonus 30 times, so I fulfilled 100%. The same day at 6:39 p.m., I received a notification that the bonus had expired and the account balance was 0 euros. Just before that, it was 622.50 euros. I am attaching a screen shot when the balance changed to 0 euros. thank you and best regards Bojan

Hi bojanhozjan,

Thank you for the details and the screenshot. To better understand what happened, could you confirm if you are in contact with the casino to request your full game history? If not, I recommend reaching out to them and requesting a complete record of your gameplay, including bet amounts and any relevant bonus details.

Once you receive it, please forward it to my email at petronela.k@casino.guru so we can review it further. Let me know if you need any assistance with the request.

Looking forward to your update.

hello

I have a full playing history. I can't get anything in the conversation with the casino. They said that the bonus has expired. I'm just interested in how the bonus can be withdrawn exactly when I played 100% of the bonus, so 30x 62.5 euros.

No explanation. In the live conversation, they apologized to me a lot that such a policy is a scam.

Otherwise, I have already given up on seeing this money at all. I do not recommend this casino.

Thank you for your help and effort.

lp

Bojan

Hi bojanhozjan,

If I understand correctly, you have the full playing history available. Would it be possible for you to forward it to me? This would help us investigate the situation more effectively and ensure that we address the issue properly.

Dear bojanhozjan,

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.

I habe reply to privat email

Hi bojanhozjan,

Thank you for your response. I have received your email; however, the format of the game history you provided is quite difficult to analyze properly.

• Could you please request a more comprehensive and structured version of your game history from the casino? Ideally, it should be in a CSV, Excel, or detailed PDF format that clearly outlines the timestamps, bets, winnings, and game details. Once you receive it, kindly forward it to me so we can review it more effectively.

Looking forward to your reply.

I habe reply to privat email

lg

Bojan

Thank you very much, bojanhozjan, for providing all the necessary information. I will now transfer your complaint to my colleague, Michal (michal.v@casino.guru) , who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Thank‘s

Hello bojanhozjan,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Posido Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.  

Thank you in advance.

Respectfully,

Michal

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 all,

Thank you for reaching out!

Please be informed that we are looking into the matter, and will provide updates shortly.

Best regards,

Posido team

Dear Posido Casino,

Thank you for the update. We will be waiting to hear from you.

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 bojanhozjan,

I have contacted the casino representative outside of this thread, the answer here should come shortly. Due to this fact, I am setting another timer. Your patience is greatly appreciated.

Dear bojanhozjan,

Thank you for your patience. Upon checking this promotion into your gaming account, we can see that the bonus has expired.

Kindly note that special promotions are usually valid for 24 hours from the time they were sent, unless otherwise mentioned in the terms of the offer.

Best regards,

Posido team

Expored in 4 hours ja.

Dear Posido Casino,

the player claims that he bonus had expired the same day, after just a couple of hours. Could you shed some light on this issue?

Dear bojanhozjan,

I hope this email finds you well.

We wanted to inform you that once the period for the bonus has expired, the available bonus and any winnings derived therefrom will be voided.

After double-checking your account, we can see assume that all is correct and the bonus you activate has expired.

Thank you for your understanding

Best regards,

Posido Team

Hello

I understand all of this. But I don't understand how you can allow a payment to be made on the promise of a bonus that expires 4 hours after deposit, and you have to play 40 times the deposit amount. I also managed to do this up to 98%, but then the bonus expired.

Please change the bonus terms and conditions, don't mislead people and promise a bonus that can expire in 4 hours for me, and in 10 minutes for some.

Thank you for your understanding and have a nice day.

Bojan

Dear Posido Casino,

From the provided information, we already understood that the bonus had allegedly expired. My question is, why did the bonus expire after just a few hours, before the player had a chance to complete the wagering fully? Could you give us more information about the timeframe for the bonus?

Dear all,

I hope this email find you well.

Kindly be advised that the 24 hours period start counting when the bonus is offered to the customer, not when customer deposit and activate the bonus.

Also in every bonus offered we have Terms and condition provided so the customer can check the expiry date of the offered bonus.

Thank you for understanding and have a great day.

Best regards,

Posido Team

Hello

I don't mind that the bonus expired after 24 hours. All well and good. What bothers me is that I managed to play through the 40x bonus deposit, which expired just then.

A bit suspicious, but so be it.

I wish you all the best, but I won't give you any ratings, neither bad nor good.

Dear Posido Casino,

Thank you for the explanation. Would you be able to tell me specifically what was the bonus in question?

Dear all,

I hope this email find you well.

Kindly be advised that The bonus was 250% with a clarified deposit.

Kindly be advised that the 24 hours period start counting when the bonus is offered to the customer, not when customer deposit and activate the bonus and in this situation the bonus expired and all the available bonus and any winnings derived therefrom are voided.

Thank you for understanding and have a great day.

Best regards,

Posido Team

Thank you for the explanation.

Due to the explanation from the casino, and also due to the fact that the player had acknowledged this, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.