Posido Casino - Аккаунт игрока был закрыт без объяснения причин.

Good morning. The casino in question disabled my account for no reason. I had a real balance of €150, and I've already made other successful withdrawals, but now they're closing my account without responding to my email for explanation, nor sending me one of their own to justify this action.

Buongiorno. Il casino in questione mi ha disabilitato l’account senza alcun motivo. Avevo un saldo reale di 150 euro, ho già effettuato altri prelievi andati a buon fine ma ora mi chiude l’account senza rispondere alla mia mail di spiegazioni, senza mandarmene una di sua iniziativa per giustificare tale azione.

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Dear kappafg93,

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?
• Did you accumulate your winnings with or without an active bonus?

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

Petra

Hi Petra, I'll get back to you right away.

I played mainly slots but also table games.

I have never been asked for any verification, having already withdrawn from this casino.

I accumulated my winnings by playing the deposit I made yesterday just before I was kicked out of my login and when I tried to log back in I saw the words "user disabled".

I also wrote to chat support, which redirected me to email support, but they didn't bother to reply.

Ciao Petra, ti rispondo subito.

ho giocato prevalentemente su slot ma anche su giochi da tavolo.

non mi è stata mai chiesta alcuna verifica, avendo già prelevato con questo casino.

Ho accumulato le mie vincita giocando il deposito effettuato ieri poco prima di essere buttato fuori dal mio login e nel tentativo di rientrare vedevo la dicitura "utente disabilitato".

Ho anche scritto al supporto chat che mi rimanda al supporto via mail, che però non si degna di rispondermi.

Thank you for your reply and for providing the previous details, kappafg93.

• When did you first notice that your account was blocked?
• When did you attempt to make the withdrawal, and what feedback did you receive?
• Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: [email protected] or post your screenshots to the thread.

Thank you again for your cooperation.

HI,

On 13/01/2026 I deposited several times using the same method (PlayId).

After a win, I decide to withdraw €150. I go to the withdrawal section, enter the amount, and am kicked out of the login. I try to log in again and it says my account is disabled.

I message them right away in chat, but they say to email them. I've never gotten a response to that email, though.

Ciao,

in data 13/01/2026 ho depositato più volte con lo stesso metodo (PlayId).

dopo una vincita decido di prelevare 150 euro, vado nella sezione prelievo, metto importo e vengo cacciato fuori dal login. Riprovo ad accedere e mi dice account disabilitato.

In chat li scrivo subito ma dicono di scrivere alla mail. Alla mail invece non ho mai avuto risposte.

Thank you for your reply and for providing the previous details, kappafg93.

Could you please provide the additional communication mentioned above that you had with the casino via chat? You may send all relevant documents to [email protected] or post your screenshots directly in the complaint thread.

Thank you again for your cooperation.

Petra, I didn't take screenshots of the chat, also because I can also ask now, they will always answer me to write via email.

Petra non ho fatto screen della chat, anche perché posso anche chiedere adesso mi risponderanno sempre di scrivere via mail..

I attach the email

I apologize for the email but it ended up in spam.

In short, these gentlemen don't know what to appeal to and are listing 100 possible reasons for banning my account. Tell me if this is normal. They even take the liberty of accusing me of treating other players badly, when I've never had any dealings with other players or their support, since you have the emails between me and them.

Among the possible reasons I read is that I may have used credit or debit cards registered in someone else's name, when I only used my PLAYID account (which I have also closed).

They talk about using bugs, I think if I knew about them I wouldn't be here demanding 150 euros.

They even accuse me of money laundering, crazy stuff.

That said, I'll leave you with what they write to me, and whatever happens, I want proof of what they say, because people accuse themselves with evidence in hand, not with suppositions.

Thanks to you at casino guru

Melanie (Posido)

January 14, 2026, 4:13 PM EET

Dear Salvatore,

We are writing to inform you that, following a comprehensive review by our administration team, your account associated with Posido has been permanently closed, effective immediately.

Please be advised that this closure is final. As a result, you will no longer have access to your account, including any associated virtual assets, in-game currency, or progress.

Our team prioritizes maintaining a fair and secure environment for all players, and we take matters of platform integrity very seriously.

We would like to take this opportunity to remind you of two important points included in our Terms and Conditions, which apply to all users registered on our platform:

9.1 The Website may only be used for personal entertainment purposes only. The following activities are strictly prohibited and will be considered a material violation of these General Terms and Conditions:

using the Website for commercial purposes or in someone else's name or interest.

engaging in any fraudulent activities, including, without limitation, using any credit/debit cards or other payment methods or funds not belonging to you, cases were funds are recalled/disputed.

using any form of cheating or other means of gaining an unfair advantage or influence, including, without limitation, making use of a software error, loophole or bug, using software or hardware to automate, distort or influence the outcome of bets.

colluding with other customers or third parties. This includes, without limitation, playing in the interest of others, sharing information, cooperating or coordinating with others.

using unfair betting patterns or strategies, such as equal, zero or low margin bets, bets with minimal risks, hedge betting, or otherwise placing bets in such a way that in our opinion the system is being abused, guaranteed win is achieved, or the risk is minimized.

engaging in money laundering, terrorism financing or any other criminal activity.

threatening, harassing or abusing other customers or members of our staff.

attempting to attack, gain unauthorized access to, or hinder operation of, the Website, the servers on which the Website is stored, or any server, computer or database connected to the Website, attempting to circumvent our security systems.

attempting to copy, reverse engineer, decompile, modify, derive source code or other information from the software connected to, or used by, the Website, as well as attempting to remove or obscure any proprietary notices placed on such software, or use it for any other purpose than personal entertainment.

attempting to sell or transfer your account to other persons or to acquire accounts of other persons.

9.4 Should we arrive at a reasonable suspicion that you have engaged in a fraud, any illegal or improper activity, or have otherwise breached the Terms, we reserve the right to take any number of the following action, at our sole and absolute discretion, with or without notice:

immediately block your account and suspend your access to the Website and/or its services, suspend all pending withdrawal requests and other payments to you for the period of investigation.

permanently close your account with the Website and all other partner websites on our platform and deny any future use of the Website and the partner websites.

void any winnings obtained, cancel any pending withdrawals and confiscate the real money balance of your account.

void any bonus balance on your account and/or limit your future participation in our bonus and promotional offers or deny them to you.

contact the relevant authorities to inform them of any suspected illegal activity and/or to collect any payments that you owe to the Company.

We appreciate the time you spent with us and wish you all the best moving forward.

Kind regards,

Posido Casino Team

Allego e-mail

chiedo scusa per l’e-mail ma era finita in spam.

in poche parole questi signori non sanno a cosa appellarsi e indicano 100 motivi possibili per il ban al mio account. Ditemi voi se è una cosa normale questa, addirittura si permettono il lusso di accusarmi di aver trattato male altri giocatori quando non ho mai avuto a che fare con altri giocatori o col loro supporto, visto che avete le e-mail tra me e loro.

Nei motivi possibili leggo che potrei aver usato carte di credito o debit intestate a nome di altri, quando ho utilizzato soltanto il mio account PLAYID (che fra l’altro ho chiuso)

Parlano di utilizzi di bug, penso che se ne conoscessi non starei qui a reclamare 150 euro.

Addirittura riciclaggio mi accusano, roba da pazzi.

Comunque detto ciò, vi lascio a ciò che mi scrivono loro, e comunque vada, voglio le prove di ciò che dicono, perché la gente si accusa con delle prove in mano, non con le supposizioni.

Grazie a voi di casino guru

Melanie (Posido) 

14 gen 2026, 16:13 EET 

Dear Salvatore,

We are writing to inform you that, following a comprehensive review by our administration team, your account associated with Posido has been permanently closed, effective immediately.

Please be advised that this closure is final. As a result, you will no longer have access to your account, including any associated virtual assets, in-game currency, or progress.

Our team prioritizes maintaining a fair and secure environment for all players, and we take matters of platform integrity very seriously.

We would like to take this opportunity to remind you of two important points included in our Terms and Conditions, which apply to all users registered on our platform:

9.1 The Website may only be used for personal entertainment purposes only. The following activities are strictly prohibited and will be considered a material breach of these General Terms and Conditions:

using the Website for commercial purposes or in someone else’s name or interest.

engaging in any fraudulent activities, including, without limitation, using any credit/debit cards or other payment methods or funds not belonging to you, cases were funds are recalled/disputed.

using any form of cheating or other means of gaining an unfair advantage or influence, including, without limitation, making use of a software error, loophole or bug, using software or hardware to automate, distort or influence the outcome of bets.

colluding with other customers or third parties. This includes, without limitation, playing in the interest of others, sharing information, cooperating or coordinating with others.

using unfair betting patterns or strategies, such as equal, zero or low margin bets, bets with minimal risks, hedge betting, or otherwise placing bets in such a way that in our opinion the system is being abused, guaranteed win is achieved, or the risk is minimized.

engaging in money laundering, terrorism financing or any other criminal activity.

threatening, harassing or abusing other customers or members of our staff.

attempting to attack, gain unauthorized access to, or hinder operation of, the Website, the servers on which the Website is stored, or any server, computer or database connected to the Website, attempting to circumvent our security systems.

attempting to copy, reverse engineer, decompile, modify, derive source code or other information from the software connected to, or used by, the Website, as well as attempting to remove or obscure any proprietary notices placed on such software, or use it for any other purpose than personal entertainment.

attempting to sell or transfer your account to other persons or to acquire accounts of other persons.

9.4 Should we arrive at a reasonable suspicion that you have engaged in a fraud, any illegal or improper activity, or have otherwise breached the Terms, we reserve the right to take any number of the following action, at our sole and absolute discretion, with or without notice:

immediately block your account and suspend your access to the Website and/or its services, suspend all pending withdrawal requests and other payments to you for the period of investigation.

permanently close your account with the Website and all other partner websites on our platform and deny any future use of the Website and the partner websites.

void any winnings obtained, cancel any pending withdrawals and confiscate the real money balance of your account.

void any bonus balance on your account and/or limit your future participation in our bonus and promotional offers or deny them to you.

contact the relevant authorities to inform them of any suspected illegal activity and/or to collect any payments that you owe to the Company.

We appreciate the time you spent with us and wish you all the best moving forward.

Kind Regards,

Posido casino Team

Dear Salvatore,

Thank you for providing the casino’s response and the related correspondence.

Based on the information shared so far and the broad range of potential violations listed by the casino, we would like to clarify one important point in order to better understand the situation.

• Is there any possibility, even unintentionally, that your activity may not have been fully in line with any of the casino’s Terms and Conditions? This could include, for example, payment method usage, account access, betting patterns, or any other aspect of gameplay that the casino might interpret as irregular.

We understand that the casino’s accusations appear very general and that you strongly disagree with them. However, your honest confirmation on whether any action could potentially be viewed as non-compliant, even if not done deliberately, would help us assess the case more objectively and determine the next steps.

Thank you in advance for your cooperation.

Hi Petra, I completely disagree with what these gentlemen are saying. I play for fun, I lose money and win like everyone else, but it's not fair that those few times you win, they should also confiscate your winnings, especially if the winnings come from fair play like mine, obtained playing slots and blackjack. So, to answer your question, I am absolutely certain that I have not committed any of the crimes they accuse me of.

Ciao Petra, io mi trovo in totale disaccordo con ciò che affermano questi signori. Io gioco per divertirmi, perdo soldi e vinco come tutti, però non è giusto che quelle poche volte in cui si vince, debbano anche confiscarti ciò che vinci, sopratutto se le vincite vengono da un gioco leale come il mio, ottenute giocando tra slot e Blackjack. Quindi, per risponderti, io sono totalmente sicuro di non aver commesso nessuna delle cose che loro mi accusano.

Dear kappafg93

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Martina ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Dear kappafg93,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

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

Dear casino representative, could you please provide more information about this case and state the reason why the player´s account has been blocked?

Thank you in advance for providing the information.

Thank you, Martina. Having read the various complaints from the casino in question and to avoid duplicate messages that are not helpful in resolving my case, if the casino continues to accuse me of the above, I demand proof of their accusations. Thank you so much for the effort you are already putting in and will continue to put in.

grazie Martina. Leggendo i vari reclami del casinò in questione ed onde evitare messaggi doppi e non utili alla risoluzione del mio caso, se il casino dovesse continuare ad accusarmi di quanto scritto sopra, pretendo le prove di quanto mi accusano. Grazie mille per l’impegno che ci stai già mettendo e ci metterai.