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Account blocked a few hours after deposit...money was not played with

Účet zablokovan pár hodin po vkladu...s penězi se nehrálo

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Hello,

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 advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• Was this your first deposit in the casino?
• Was your account in the casino verified in the past or recently?
• Could you please share with me your communication with the casino regarding the incident? Send emails or chat transcripts to my email at [email protected], or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear Verpetr,

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,
Tomas
Casino.Guru

We’ve reopened this complaint at the request of Verpetr. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Player's message: (translated)

I believe I am entitled to get my deposited funds back; I did not use this money to play, nor did I claim any bonuses. The casino’s communication is poor. They have no right to seize funds for fabricated reasons. Please file a complaint asking why this money was seized and, if necessary, provide a thorough, detailed explanation. I don’t want to hear any made-up answers from them about violations of terms 9.1, 9.2, and 9.3—none of the answers they’re posting here on Kasinoguru or to other players. That’s just making excuses.

Thanks for your message. Kindly respond to my earlier questions so we may better understand the situation

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• Was this your first deposit in the casino?
• Was your account in the casino verified in the past or recently?
• Could you please share with me your communication with the casino regarding the incident? Send emails or chat transcripts to my email at [email protected], or post screenshots here

Looking forward to your reply.

The account was created a few days after the deposit. No verification was required. No bonus was used, the account was blocked without giving any reasons. The deposit was made through my account. The casino will not provide you with any information on its own. It will not let the player withdraw money. They call with a bunch of bonuses and then block the player.

Účet byl založený chvíli několik dní po vkladu. Nebylo vyžadováno ověření.Nebyl využít žádný bonus, Účet byl zablokovat bez udání důvodů. Vklad byl proveden přes můj účet. Kasino Vám žádné informace samo od sebe neposkytne. Nenechá hráče vybrat peníze. Volají s hromadou bonusů a pak hráče zablokují.

Thanks for your reply.

Without any evidence of the incident, we are unable to pursue the issue.

• Kindly share a screenshot of the error you receive when attempting to log in.
• Kindly share with me your efforts to contact the support of the casino regarding the withholding of your deposited funds, including the casino's responses, if available.

Send this information to my email at [email protected]

Dear Verpetr,

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 don't remember my login details anymore. But when I log in it says account blocked. The casino doesn't respond to players, if they create a complaint against them or someone represents them, they will start responding

Uz si nepamatuji přihlašovací údaje. Ale při prihlášení to píše ucet zablokován. Casino neodpovídá hráčům, pokud na ně vytvoří stížnost nebo je někdo zastupuje tak zacne odpovídat

Hello Verpetr,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas 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 Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru