Posido Casino - Аккаунт игрока был закрыт без причины.

Good evening! I had made a deposit with a card at this casino of 40 euros last Sunday! To clarify, I did not get ANY registration bonus and NO free spins from the casino. I only played the money I deposited. Then I withdrew 200€ to my card! The same card that I made a deposit with in the same way. I entered the casino normally yesterday and asked what was happening with the withdrawal because 3 days have already passed since then and they told me it was being processed. I tried to enter again today to see what the status was and suddenly I saw my account blocked! I contacted the live chat support and at first they told me that there was a mass blocking of accounts yesterday without telling me the reason. I contacted them again after a while and they told me that my account has been blocked FOREVER! I asked them the reason and they told me that they do not know the reason, they just blocked it. They took the 200 euros I won... they closed my account and never even told me the reason or, in general, if there was any reason!

καλησπέρα! είχα κάνει μια κατάθεση με κάρτα σε αυτό το καζίνο 40 ευρώ την περασμένη Κυριακή! Να διευκρινίσω δεν πήρα ΚΑΝΕΝΑ μπόνους εγγραφής και ΚΑΝΕΝΑ free spin από το καζίνο. Έπαιξα μόνο τα χρήματα τα οποία έβαλα. Μετά έκανα ανάληψη χρημάτων 200€ στην κάρτα μου! Την ίδια κάρτα στην οποία έκανα και κατάθεση με τον ίδιο τρόπο. Μπήκα κανονικά χθες στο καζίνο και ρώτησα τι γίνεται με την ανάληψη διότι έχουν περάσει ήδη 3 μέρες από τότε και μου είπαν είναι σε επεξεργασία. Προσπάθησα πάλι σήμερα να μπω να δω πάλι σε τι κατάσταση είναι και ξαφνικά είδα τον λογαριασμό μου μπλοκαρισμένο! Επικοινώνησα με το live chat support και στην αρχή μου είπαν πως υπήρξε μαζικός αποκλεισμός λογαριασμών χθες χωρίς να μου πουν τον λόγο. Ξανά επικοινώνησα μετά από λίγη ώρα και μου είπαν πως ο λογαριασμός μου έχει αποκλειστεί για ΠΑΝΤΑ! Τους ρώτησα τον λόγο και μου είπαν πως δεν ξέρουν τον λόγο απλά τον απέκλεισαν. Μου πήραν τα 200 ευρώ τα οποία κέρδισα.. μου έκλεισαν τον λογαριασμό και δεν μου είπαν ποτέ καν το λόγο και γενικότερα αν υπάρχει κάποιος λόγος!

Hello,

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.  

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• Did you pass the verification before you lost access to the account?  
• Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

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,  

Katarina

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear giannhsbolovinos26,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Katarina