Posido Casino - Рахунок гравця закрито, а виграш відкладено.

I had won 2 times from this casino, one win in the sum of $180 and another sum of $200.

My account was closed and it's been 3 months of back and forth with the company. I inallt recently received an email from the finance department, clearing the 2 deposits to go ahead. Shortly after, I received another email stating that the deposits were canceled, requiring once again "documengmts", but with no specification as to what documents. I've provided my ID, bank deposit forms, as well as proof of address. The company asked that I provide proof of ownership of 2 cards and the names on the cards and pictures. However, the cards I used to deposit funds into my account were prepaid visa cards that I preloaded and purchased from a convenience store. There would be no names on the cards to speak of, because once again, they were preloaded visa cards that I purchased from a convenience store. It's been 3 months and has been an immense hassle, with no real resolutions or payments from the rightful wins I had incurred.

Dear julisarae,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly. Please understand the casino has the right to verify every payment method used for deposits.

• Is there any proof you paid for the prepaid cards using your funds?
• Have you kept the receipt when purchasing the cards from the convenience store or is the receipt kept for you online?

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

Best regards,

Tomas

Hi, unfortunately I did not keep the cards. I didn't realize it would be an issue if I didn't. I understand that it needs to be verified, however, I'm hoping that since I was able to verify that they were in fact, nameless cards that it was substantial enough to move forward.

I understand your frustration. I apologize for not replying sooner.

Verification of the payment method is a way for the casino to comply with anti-money laundering regulations.

• Could you please explain how much you deposited with the prepaid cards in the casino?
• Have you used any other payment method for deposits in the past?

Dear julisarae,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.