Complaint #4 Possu Casino

Casino confiscated balance and deposit without stated reason

By Joonas R.

1 month ago

Complaint details:

I am submitting this complaint regarding the confiscation of my funds by Possu Casino.

On 8 April 2026, I deposited €800 into my account using the Brite payment method. I did not claim or use any bonuses at any time. All gameplay was conducted using only my own deposited funds.

After depositing, I played Live Baccarat. During one of the hands, I placed a single bet of €800 on the Banker. The Banker hand won, and as a result, my balance increased to €1,560, consisting of my original €800 deposit and €760 in winnings from that winning hand.

Shortly after this, my account balance was confiscated by the casino. The total amount removed from my account was €1,560.

I contacted the casino support team through live chat and email to request an explanation for the confiscation of my funds. However, the support representatives refused to provide a clear reason for this action and did not reference any specific clause in the Terms and Conditions that would justify confiscation of my funds.

I would like to emphasize the following: I did not use any bonuses. All funds used were my own deposited money. I placed a standard bet on a live casino game (Baccarat). The winning amount resulted from a single legitimate game outcome. I have cooperated with all communication requests to the best of my knowledge.

I have not received a clear explanation or documented reason for the confiscation

The casino has not returned my original deposit, and the funds remain confiscated without a specific justification.

I have made several attempts to resolve this issue directly with the casino before submitting this complaint. Despite these efforts, I have not received a satisfactory explanation or resolution.

Steps already taken: Contacted casino support through live chat, requested a written explanation for the confiscation, asked for a reference to the relevant Terms and Conditions clause, and attempted to resolve the matter directly with the casino

What I am requesting:

I respectfully request the return of my confiscated funds totaling €1,560, including my original €800 deposit and €760 in legitimate winnings, unless the casino can provide a clear and documented justification based on their Terms and Conditions.

I am prepared to provide supporting evidence, including:

Proof of deposit (€800 via Brite)

Account balance and transaction history

Screenshots of the confiscation

Communication with casino support

Confirmation that no bonus was used

I am submitting this complaint in good faith and hope this matter can be resolved fairly.

Disputed Casino Possu Casino

Reason Declined payment

Discussion

AskGamblers

• Support Team

1 month ago

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Possu Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

AskGamblers

• Support Team

1 month ago

Dear Possu Casino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and evidence that could support your accusations towards the player. Please make sure to state all the relevant casino and/or promotional terms that you believe have been breached by the player, if any. Please send required information to support@askgamblers.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be in aware that in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

phbetz

• Finland

1 month ago

Dear AskGamblers Team and Possu Casino,

Thank you for your response.

I acknowledge your reference to Section 10 of the Terms and Conditions. However, the information provided remains general and does not clearly explain the specific reason why my funds were confiscated.

I respectfully request clarification of the following points:
1. What exact activity performed on my account is considered unwanted or non-compliant behavior
2. Which specific sub-section of Section 10 applies to my case
3. What evidence supports the conclusion that my activity violated the Terms and Conditions
4. Why both my winnings and my original deposit were confiscated despite no bonus being used

For clarity, I would like to reiterate the following facts:
• I deposited €800 using my own funds
• I placed a single €800 bet on Banker in Live Baccarat
• The bet won, resulting in a total balance of €1,560
• I did not use any bonuses at any time
• I have cooperated with all communication requests

I am fully willing to comply with the rules and provide any additional information required. However, I believe that confiscation of both winnings and deposit requires a clear and specific justification.

I respectfully request either:
• A detailed explanation of the exact rule violation supported by evidence, or
• The return of my confiscated funds totaling €1,560

Thank you to the AskGamblers team for assisting in reviewing this matter.

Possu Casino

• Representative

1 month ago

Dear AskGamblers Team and PHBETZ,

Thank you for bringing this matter to our attention.

We would like to clarify that the user has omitted our previous response, in which we referenced the applicable Terms & Conditions forming the basis for the confiscation of funds. For your convenience, please refer to Section 10 of our Terms & Conditions available at the following link:
https://www.possu.com/en/page/terms-and-conditions

Please note that the actions taken in this case are related to activity that falls under unwanted or non-compliant behavior as defined in our Terms & Conditions. We remain available to provide any additional information or clarification directly to the AskGamblers team if required, and have also reached out to the team regarding this matter.

We trust this helps clarify the situation. Should you require any further information or have additional questions, please do not hesitate to contact us.

Best regards,
Ville
Buumi.com

Possu Casino Complaint Stats

Resolved 1 / 1

Avg. Amount N/A

Avg. Complaint Duration 7 hours

Avg. Response Time 1 day