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Posido Casino - Lowering the bonus turnover by the casino


Complaint Info

Disputed casino

Posido Casino




€ 1400

Posted on April 21, 2023

I would like to describe the unpleasant experience with this casino.
On 12/04/2023 I benefited from a 50 Free Spins Deposit Bonus. I won 388 euro. Wagering conditions - x40. / like u see on each photo/
Until 17/04/2023 everything looked normal. From time to time I checked what percentage of the bonus turnover I made. On that day, the turnover was 87% / I can prove it by sending over 2000 print screens from the history of bets in the casino /. Of course, I wrote on live chat and also by e-mail with support - but they said everything is fine. / the content of the email can also be shared /.
On 18/04/2023 I decided to keep playing to see how things would go. I asked the support if the game I'm going to play counts 100% to the turnover - bonus - the support's answer was positive. Before the first game of the day, I made a print screen with my account data / photo No. 1 / where you can see that the bonus turnover is 8%. After a few hours of playing, I made another screenshot of the data screen / photo No. 2 / where you can see that the turnover is 11%. The bonus continued to be wagered and at 1 p.m. / photo 3/ I checked the wagered spin. As it turned out? The bonus turnover dropped again to 8% despite several hours of play. Interesting right?
Of course, the case with all the photos was sent several times to live chat and also to support - but to this day without any response.
19/04/2023 I repeated what I did the day before. Pictures 4 and 5 show a similar situation. This time, the turnover increased from 8% to 19% and then fell again to 8%. Of course I reported this as well - also no response from the casino.
On April 22, 2023, the bonus expires / like u se eon each photo/ and with it about 1,400 euros which is on the bonus account and which should have been in the main balance a long time ago because I believe that the turnover conditions have been met in 100%, only someone deliberately lowered these values several times so that the bonus would not has been rotated. At the moment I have access to the casino account and I can do the tedious work of documenting all the games in the casino that days to prove that the turnover has long been made.
Up to the time of writing the complaint, I have not received any concrete response from the casino.

Posted on April 24, 2023

Dear Customer,

Thank you for reaching out.

We are working with the technical department to make sure the situation is solved as fast as possible. In the meantime, could you please provide the screenshot where you saw the turnover at 87% so we could investigate that?

Please feel free to contact us at any time.


Posted on April 24, 2023

Dear Askgamblers

Who normally takes screenshots of their account to document something if everything seems to be working normally? Nobody. Of course I don't have a print screen that shows that I made 87%. The photos from my account documenting the lowering of the bonus turnover were taken only after the support stated that everything was fine - which of course is not what the photos I sent in the post above show. For the next two days / 17/04 and 18/04/ the turnover increased and then decreased despite further bonus turnover.
On 18/04 I sent an email to support and also in live chat with over 200 photos attached / 25 transactions each / showing part of my history from 12/04 - 14/04. I repeat - this is a partial history from less than two days on which you can see the turnover of about 5k euros, which with the bonus of 388 gives more than 10% of the bonus turnover and not, as the support claims in the e-mail of 18.04 at 12.44 that from 12.04. to 18.04 I made barely 7% TURNOVER BONUS.
In the next two days I proved with scrins from my account that despite the passing time, the turnover on my account is falling!
Making print screens of all transactions on my account will take a lot of time, but if necessary, I will do it / every transaction, hour, stake and game on which the trade was made /. It will probably be over 2000 and I will prove that the turnover has been underestimated - which I have already shown on the screens in the first post. !!!
You are asking me to prove something that I have already proven with both the screens here and the transaction history from my account.
I received exactly the same content of the e-mail that you are working on solving the problem several times - of course nothing has changed despite the fact that photos with my account history were sent to support and live chat.
One thing has changed - my bonus obviously expired on April 22, 2023 - I couldn't make 100% of the turnover because it was notoriously underestimated.

Posted on April 26, 2023

Dear Customer,

We completely understand your frustration. We assumed you may have the said screenshot so we could use it for investigation. However, if you do not have it, we will proceed without it.

Please note that the wager for the freespin winning was corrected and we have added 1 401.14 EUR to your balance. The rollover is completed. We will continue working on the investigation to make sure the situation does not occur again.

Please feel free to contact us if you face any issues or have any questions.


Posted on April 26, 2023

Dear @maykeel,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.