Posido Casino - L'account del giocatore è stato chiuso senza motivo.

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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We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

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I have never been asked for any verification, having already withdrawn from this casino.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

Dear kappafg93,

Thank you for reaching out to us.

We would kindly like to inform you that we are currently further investigating your claim and will contact you as soon as possible with further information and updates.

We thank you for your patience and understanding.

Kind regards,

PosidoCasino Team

Dear Posido Casino Team,

Thank you very much for the update!

We would appreciate, if you could kindly prioritize this case and inform us as soon as possible once there is any progress. Thank you in advance for your time and assistance.

I would like to point out that even if the truth is revealed, which would prove that I committed no violation, the payment method I used has been closed, so please keep that in mind.

Tengo a precisare che nel caso si raggiunga l’effettiva verità, che dimostrerebbe che non ho commesso alcuna violazione, il metodo di pagamento con cui ho depositato è stato chiuso, pertanto vi invito a tenerlo a mente.

Dear kappafg93,

I believe the casino will offer some alternative payment method. Let´s wait for their statement. Thank you so much

Good morning, is there any news @Posido?

Buongiorno, ci sono novità @Posido?

Dear kappafg93,

We would kindly like to apologize for the delay in your case.

Please be assured that we are working on a solution with the highest priority.

We would kindly like to ask you for a little bit more patience and will contact you with further information and updates as soon as possible.

We thank you for your understanding in this matter.

Kind regards,

PosidoCasino Team

Dear Posido Casino,

Do you know how long ago you could have given me more information? Exactly from the day you closed my account "by internal decision." A decision that not even you can make sense or explain, which is why you need more time. You were asked to act quickly, but now that the timer has expired, you're asking for more time. It shouldn't be a problem to explain a decision, especially if it's already been made.

Caro Posido Casino,

Sapete da quanto tempo avreste potuto darmi ulteriori informazioni? Esattamente dal giorno in cui mi avete chiuso il conto "per decisione interna". Una decisione a cui nemmeno voi riuscite a dare un senso o un motivo ecco perché vi serve più tempo. Vi è stato chiesto di essere celeri, invece a timer scaduto chiedete più tempo. Non dovrebbe essere un problema esporre una decisione, soprattutto se già presa.

Dear kappafg93,

Thank you for your reply.

We can confirm that your account needs to be verified in order to place a manual withdrawal for your remaining funds.

You will receive an email as soon as possible with further information about the requested documents.

Thank you for your understanding.

Kind regards,

PosidoCasino Team

Dear Posido,

You can also list the required documents here and where to send them.

Thank you

Caro Posido,

puoi anche elencare qui i documenti richiesti e dove inviarli.

grazie

Dear kappafg93,

Thank you for your reply.

We would kindly like to ask you to check your emails where we provided you information regarding the requested documents in order to verify your account.

You may attach the document as reply to our email.

Thank you for your understanding.

Kind regards,

PosidoCasino Team

Good morning Posido,

I just sent all the requested documents.

As reported in the email, since I do not have any domestic utilities, I sent the bank statement requesting payment via IBAN (provided in the same email) given the closure of the original method (PlayId).

Good day

Buongiorno Posido,

ho appena provveduto all’invio di tutti i documenti richiesti.

Come riportato nella mail, non avendo utenze domestiche ho provveduto all’invio dell’estratto conto bancario richiedendo pagamento tramite iban (fornitovi nella stessa mail) vista la chiusura del metodo originario (PlayId).

buona giornata

Dear Posido Casino Team,

Thank you very much for the update!

We would appreciate, if you could kindly prioritize this case and inform us as soon as possible once there is any progress. Thank you in advance for your time and assistance.

Dear kappafg93,

Thank you for your reply.

Please be informed that we are currently reviewing your case and will contact you as soon as possible with further information.

Thank you for your understanding.

Kind regards,

PosidoCasino Team

I just received a reply that the documents have been sent to the relevant department. I await further developments.

Ho appena ricevuto risposta che i documenti sono stati inviati al reparto competente. Attendo sviluppi.

Update:

They first asked me for the documents via email, then told me to send them to another email address. Meanwhile, I've been waiting for a response since February 19th for some simple documents. Will I have to wait much longer given how much time has already passed?

Aggiornamento:

mi chiedono i documenti prima ad una mail, poi scrivono di mandarli ad un’altra mail. Intanto sono in attesa di riscontro dal 19/02 per dei semplici documenti. Dovrò aspettare ancora tanto visto il tempo già trascorso???

Dear kappafg93,

Thank you for your reply and patience.

We would kindly like to inform you that ID and Credit Card have been accepted.

However, please note that the proof of address is still missing. Please be informed that a bank statement can not be accepted as proof of address.

We would kindly like to ask you to send us a utility bill or an official paper from the government where your address and name are clearly visible.

Thank you for your understanding.

Kind regards,

PosidoCasino Team

I don't have a bill, as I mentioned in the email. I won't go to the municipality to pay €16 for a certificate because you're throwing a tantrum and not accepting a bank statement as proof of residence, which EVERYONE has accepted, ADM sites and others.

Be more honest with yourself, and say you don't want to pay.

Non ho nessuna bolletta come già detto nella mail. Non vado al comune a spendere 16 euro di certificato perché voi fate i capricci e non accettate un estratto conto come documento di residenza che TUTTI hanno accettato, siti ADM e NON.

Siate più onesti con voi stessi, e dite che non volete pagare.

Dear Posido Casino Team,

Could you please clarify which alternative documents the player may provide as valid proof of address?

For example, would a recent phone or internet bill be acceptable, or are there other specific documents you would recommend?

Your guidance will help us advise the player accordingly and avoid any further delays.

Thank you very much in advance for your cooperation.

Martina, I don't have any utility bills. A bank statement is valid everywhere as proof of residence, but not for them.

Martina io non ho bollette di nessuna utenza. L’estratto conto vale ovunque come prova di residenza, per loro no.

Dear Posido,

I found the bill. Just sent it. I'm waiting to hear more reasons why you won't pay.

Caro Posido,

ho trovato la bolletta. Appena inviata. Aspetto di conoscere nuovi motivi per cui non pagherete.

Dear kappafg93,

Thank you for your reply.

We are currently reviewing your documents and will contact you as soon as possible with further information.

We thank you for your patience and cooperation.

Kind regards,

PosidoCasino Team

Let's hope as soon as possible, since I've been waiting for over a month.

Speriamo al più presto, visto che aspetto da più di un mese.

Dear kappafg93,

I am glad you found something to provide!

Dear Posido Casino Team,

We would appreciate, if you could kindly prioritize this case and inform us as soon as possible once there is any progress. Thank you in advance for your time and assistance.

We're almost four days away from checking out a "residency." I still haven't been asked how I want the remaining €150 balance, so I'll have more days for this residence, and then more days for the payment. This is abuse; besides making fun of me, you're making fun of the forum and all the users who unfortunately play on your site. And it's truly shameful, because I would have your users read, one by one, what they could expect as soon as they dare to win €50. I may lose €150, but you, dear Posido, have lost your dignity.

Siamo quasi a 4 giorni per controllare una "residenza". Ancora non mi è stato chiesto come voglio il saldo restante di 150 euro, quindi altri giorni sia per questa residenza e poi altri giorni per il pagamento. Questo è un abuso, oltre a prendervi gioco di me vi state prendendo gioco del forum e di tutti gli utenti che sfortunatamente giocano sul vostro sito. Ed è davvero vergognoso, perché farei leggere ad uno ad uno i vostri utenti cosa potrebbe aspettarsi non appena si azzardano a vincere 50 euro. Io posso anche perdere 150 euro, ma voi, caro Posido, avete perso la dignità.

Dear kappafg93,

Thank you for your reply and the provided documents.

However, please be informed that the following documents are still missing:

ID

Selfie

Selfie with ID in hand and Casino website clearly visible in the background

Kind regards,

PosidoCasino Team

As expected...

Now, in the attachment, I'll show you what they asked for in the first email, what I sent, and now, in addition to not accepting bank statements as proof of residence (they're the only ones), they're also asking for selfies with ID in hand. I've already sent my ID and even a selfie, now they'll say they didn't receive it. @Martina, will you intervene or should I have my lawyer write to them? Because now I'm fed up with this fraudulent behavior of theirs.

Come volevasi dimostrare..

ora in allegato vi farò vedere cosa hanno chiesto nella prima mail, cosa ho mandato, ed ora oltre a non accettare estratto conto come prova di residenza (sono gli unici) chiedono anche selfie con documento in mano. Carta di identità già inviata ed anche selfie, ora diranno che non l’hanno ricevuta. @Martina intervieni tu o li faccio scrivere dall’avvocato? Perché adesso ne ho le scatole piene di questo loro comportamento truffaldino.

I've sent the requested documents from my PC. I'm sending proof of sending; at least these people will stop making fun of us. If you send me your email @martina, I'll send them to you too; at least they'll stop making excuses.

Ho provveduto all’invio da PC dei documenti nuovamente richiesti. Invio prova di invio, almeno questi signori la smettono di prendersi gioco di noi. Se mi invii @martina la tua mail, provvedo a mandarli anche a te, almeno finiscono di trovare scuse.

Dear kappafg93,

I completely understand how frustrating it can be to repeatedly submit documents that have previously been requested. I sincerely appreciate your patience in this matter.

If you could kindly forward those documents to me as well, I would greatly appreciate it - [email protected] .

Dear Posido Casino,

I would kindly like to suggest that in future cases, the player be informed as soon as it becomes apparent that the requested documents have not been received. Prompt communication in such situations would greatly help to avoid unnecessary delays and keep the process moving smoothly.

Please let me know if the documents provided by the player are sufficient enough.

Thank you very much for your understanding and continued cooperation.

Hi Martina, I've sent you all the documents. Let me know if you received them all.

Ciao Martina, ho provveduto ad inviarti tutti i documenti inviati. Fammi sapere se li hai ricevuti tutti.

Dear kappafg93,

I have received the email with your ID and Selfie. Thank you

Dear Posido Casino Team,

We would appreciate it if you could kindly confirm whether the documents submitted are sufficient to complete the kappafg93´s verification process.

Please let us know at your earliest convenience.