Posido Casino - Os ganhos do jogador estão atrasados e não foram creditados.

Hello,

I played Extra Chili on Friday and got a full screen of aces, which was worth about €84. However, the winnings weren't credited to my account. I kept spinning and noticed, stopped the game, and checked my balance history, but the ID wasn't there. I immediately contacted support and explained the situation.

First, I was given the wrong email addresses, twice in a row, and now I'm being given empty promises day after day. They've put it on priority, but I have a feeling I'm not going to get anything.

I would like to see the progress, because the strange thing is that this profit is not visible.

According to Posido, they are waiting for a response from the provider. How long should I expect to wait in total? I hope you can help me.

Thank you

Hallo,

Ich habe am Freitag Extra Chili gespielt und ein Vollbild Asse bekommen und es waren so ca. 84 €. Die wurden aber nicht gutgeschrieben. Hab weiter gedreht und es bemerkt, angehalten und im Guthabenverlauf nachgeschaut wo es steht und es war nicht zusehen die ID. Hab auch gleich den Support angeschrieben und es geschildert.

Als erstes wurden mir falsche E-Mail Adressen gegeben und das 2 mal und jetzt werde ich von Tag zu Tag getröstet. Sie haben es auf Prio gesetzt aber ich hab das Gefühl das ich nix bekommen werde.

Ich möchte gerne den Verlauf sehen,weil das komische ist das dieser Gewinn nicht zusehen ist.

Laut Posido warten sie auf die Antwort vom Provider.Wie lange soll man den insgesamt warte. Ich hoffe sie können mir helfen

Vielen Dank

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Stay safe.

Dear Erdinger,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’ve encountered.

To better understand the situation and assist you further, could you please answer the following questions:

• Are you a new player at the casino? How long have you had your account there?
• Do I understand correctly that this issue occurred only once and with one specific game?
• Do you have any video recordings or screenshots of the incident?
• Has this particular bet and its result appeared in your game history?

Thank you very much in advance for your reply.

Best regards,

Petra

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello Petra,

-No, I'm not a new player at Posido. I've been playing there for over a year, maybe even two, I can't tell you exactly.

-This problem only arose once.

I only have a screenshot showing the winnings, but not the actual winnings. That's why I'm missing the ID. But according to a Posido employee, the entire process can be reviewed.

-No, it hasn't turned up.

Thanks, greetings

Hallo Petra,

-Nein ich bin kein neuer Spieler bei Posido. Spiele da schon über 1 Jahr vielleicht sogar 2 Jahre, genau kann ich es Ihnen nicht sagen.

-Genau das Problem ist nur einmal entstanden.

-Ich hab nur ein Screenshot wo die Gewinne stehen,aber eben nicht der Gewinn. Deshalb fehlt mir ja auch die ID. Aber laut Posido Mitarbeiter kann man ja den ganzen Ablauf nachprüfen.

-Nein, ist nicht aufgetaucht.

danke, grüße

I just received confirmation that it was checked and everything was correct. No missing profit was found. What should I do now?

Ich habe gerade die Antwort bekommen, das es überprüft worden ist und alles korrekt war. Es wurde kein fehlender Gewinn gefunden. Was soll ich jetzt tun?

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

• Could you provide the above mentioned additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.
• Did you receive any confirmation or notification of your winnings at any point?
• Additionally, have you accumulated these funds with the help of a bonus?

Thank you again for your cooperation.

Dear Erdinger,

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 sent you an email.

Ich habe Ihnen eine Email geschrieben.

Dear Erdinger

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 Mirka (miroslava.d@casino.guru). 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 player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Posido Casino representative to join this conversation.

Dear Posido Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Hello everyone!

Dear player,

Thank you for bringing this to our attention. We understand that it can be concerning when a game round result does not appear as expected. You had provided to us some weeks ago all the appropriate details to look up your case.

Following your report, our Risk and Technical teams have conducted a comprehensive review of your gaming logs. After a thorough investigation, we can confirm the following:

-Game Round Settlement: The round in question was settled correctly according to the game provider's logic and our internal records.

-Result Audit: No technical errors or missing wins were found for this transaction. All payouts corresponding to the winning combinations achieved during your session have been accurately credited to your balance.

We take these reports very seriously, and we assure you that our systems are monitored constantly to ensure fairness and technical accuracy.

Best regards,

Posido Casino Team

Hello Posido employees,

I received this email and replied that I would like to see the amount in my winnings history. I could no longer see the amount in my winnings history, but according to one of your employees, everything can be verified. Therefore, I would like to see that this amount was won or that it is recorded somewhere on that date.

Kind regards

Hallo Posido Mitarbeiter,

Diese Email habe ich erhalten und daraufhin habe ich geantwortet das ich den Betrag sehen möchte im Gewinn Verlauf. Ich konnte den Betrag im Gewinnverlauf nicht mehr einsehen, aber laut einen Mitarbeiter von Ihnen alles nachgeprüft werden kann. Deshalb möchte ich gerne sehen das dieser Betrag gewonnen wurde oder irgendwo steht an diesem Datum.

Freundliche Grüße

Dear Posido Casino,

Could you please send me player's full game log from the date of the incident until now to miroslava.d@casino.guru.

Thank you.

Dear Miroslava,

We will provide the game logs of the client as soon as possible.

Thank you for your patience.

Best regards,

Posido Team

Dear Posido Casino,

I will be waiting for your email.

Thank you for your cooperation.

Dear Mirka,

Thank you for your patience.

We have sent you an e-mail regarding the matter.

Best regards,

Posido Team

Dear Erdinger,

I can confirm, we have received and review your full game log from the date on the incident until now, and I can confirm, there are no recorded wins on Extra Chilli in the amount of 84€ (or close to it). Since we haven't received evidence from your side, that would back up your claim, that the amount has been won, we are unable to provide you more assistance in this case.

I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards,

Mirka