Posido Casino - El jugador tiene dificultades para completar las apuestas de bonificación.

Hello, So i made deposit to posido (100€) played and lost it and got 50freespins as a bonus to my deposit. I did win 900€ with freespins and i had 40x wager to that. So its 36k wager and i continued playing and winning. My wager % rised to 85% and i had played many days. Next day i woke up and tried to continue playing Posido had reseted my wagering to 7%. I asked support what happened and they said they contact manager and they will answer me email. I never got answer. So i continued playing and again my wager percent did go to 80% and it reseted again to 7%. Now i have 2500€ in my bonus balance and i have total wagered over 50000€ and my bonus is still at 7% and casino does not answe me. Time to finish my bonus is 3days left anymore and i cant finish it because they reset my wagering. I asked casino GDPR data aswell, but they did not provide it.

Dear trooppinen,

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. Do I understand correctly that your match bonus was lost already and all the actual winnings were accumulated from Free Spins only? Which exact bonus you have activated in your account? I would like to check the promotional terms and conditions.

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

https://posido.com/en/promotions/casino/weekly-reload-bonus

I made 50e deposit and lost it. Then after that i did see i have those freespins and played those and did win 900e and continued playing and clearing the bonus.. now 2549,85€ in balance

This is the bonus i played

Thank you very much, trooppinen, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear trooppinen,

I am so sorry to hear about your issue with wagering. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a Posido Casino representative to join this conversation and participate in the resolution of this complaint.

Dear Posido Casino,

Could you please state why the player's wagering is not progressing and resets to 7%?

Thank you in advance for providing the information.

Kind regards,

Stefan

Dear Niko,

After reviewing your case, we have detected, that, indeed the Wagering status was not displayed correctly.

We have now released the bonus in the amount of 2318,55 EUR, which was the exact Bonus Balance amount at the moment the wagering should've been completed, to your real balance.

Please accept our sincere apology for the previous inconvenience.

Best regards,

Posido Customer Support

Dear Posido Casino,

Thank you for your response and the information provided.

Dear trooppinen,

Could you please confirm this information?

I am looking forward to your response.

Kind regards,

Stefan

Yes i did get money. But i did wager over 50k€ and 39k€ was the real wager.. i dont get any compensation for misleading me in bonus?

And my bonus balance was 2549,85€ when is stopped playing. So i am missing another 231,3€

Dear Posido Casino,

Could you please state why you haven't credited the player the remaining 231,3€?

I am looking forward to your response.

Kind regards,

Stefan

Dear Niko,

We would like to point out that, after the conducted manual calculation, the full wagering amount was reached with the Bet 1270229657, which you can find in your Game history. The bet was made on the 20th of April 2023, at 20:36:22. As per the website's T&C, as soon as the wagering requirements for the bonus funds are fully met, the exact amount of available bonus balance, as of the moment of wagering completion, is transferred to the real balance of the Player. 

In this case, after the aforementioned bet, your Bonus balance, as of 20th of April 2023, at 20:36:22, was 2318,55 EUR, therefore, it was the exact amount transferred to your Real balance. All of the bets made after that point, as well as the winnings from them, were not taken into consideration, since they were made after the bonus balance would have been released.

We hope this answers your questions.

Best regards,

Posido Customer Support

I understand the rule if your bonuses work and don't confuse the player.

In this case, however, the bonus didn't show the correct turnover amount, so I thought I was already playing with my own money. This is a mistake made by Posido and I demand that €231.3 back as compensation. The fact that I play with bonus money or my own money does not change the results of the game.

Ymmärrän säännön jos teidän bonukset toimisivat eivätkä hämäisi pelaajaa.

Tässä tapauksessa bonus ei kuitenkaan näyttänyt oikeaa kierrätysmäärää, joten luulin että pelasin jo omalla rahalla. Tämä on Posidon tekemä virhe ja vaadin hyvityksenä tuon 231,3€ takaisin. Se että pelaan bonusrahalla tai omalla rahalla ei muuta pelin tuloksia.

Dear Posido Casino,

Could you please provide us with the player's game log? You can send it to my email address stefan.m@casino.guru.

Thank you very much in advance.

Kind regards,

Stefan

Dear Niko and CasinoGuru,

Thank you for your reply!

After a thorough review of your case we have come to a decision to credit you the remaining 231.3 EUR as compensation for the inconvenience.

We sincerely hope that this will help resolve the case.

Best regards,

Posido Customer Support

Hey,

thanks Posido. It's clear to me. Thanks also to the casino guru for the help!

Hei,

kiitos Posido. Asia selvä puolestani. Kiitos myös casino gurulle avusta!

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, trooppinen, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Stefan, Casino.Guru