Posido Casino - Самоизключването на играча се нарушава от целенасочени промоции.

I would like to submit a complaint regarding responsible gambling and self-exclusion practices.

My account with Posido Casino was officially self-excluded and closed on 11 July 2025(due to gambling addiction,which i clearly wrote down to Posido). I have evidence confirming that the self-exclusion process was successfully completed and that the account was no longer active.

Despite this, on 23 April 2026 I received a personalized promotional email directly from Posido inviting me to join a VIP platform called VIPHive. The communication was not a generic advertisement but a targeted VIP invitation sent to my personal email address.

After receiving this invitation, I registered on VIPHive and resumed gambling activity, which resulted in financial losses(I can't calculate exactly-i am currently self excluded from Viphive-I dont have access to transaction history-it must have been around 700euro).

My concern is that a gambling-related promotional communication was sent many months after my self-exclusion had already been completed. As a self-excluded player, I believe I should not have been targeted with promotional material encouraging further gambling activity.

I understand that the exact relationship between Posido, VIPHive, and any operator involved may require further clarification. I do not have access to corporate or operational information that would allow me to determine the nature of that relationship. However, I can provide evidence that:

My Posido self-exclusion was completed on 11 July 2025.

The VIPHive invitation was sent directly by Posido on 23 April 2026.

The invitation encouraged me to engage in further gambling activity after self-exclusion.

For these reasons, I respectfully request that the Casino Guru mediation team review the circumstances of this case and seek clarification from the operator regarding the promotional communication sent after my completed self-exclusion.

Thank you for your time and consideration.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

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.

Hello, thank you very much for submitting your complaint. I am truly sorry about your negative experience with Posido Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please forward your self-exclusion request from July 2025?
• Additionally, could you kindly share the promotional offer along with proof of the deposits made after the self-exclusion period?
• Am I correct in understanding that your latest gambling activity occurred at VIPHive?
• Could you please confirm if you have completed the KYC verification at this casino?

You can send emails or chat transcripts to my email at [email protected], or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Thank you for your response.

First of all I tried to forward the mails but for some reason its not possible.So if the screenshots are not satisfying, please let me know.

Its quite difficult to provide proof of deposits since I am currently self exludeded from viphive and have no access to my account and transaction history.

I was playing to viphive till 20/05/26.

I have no completed KYC verification to Viphive.

self-exclusion from viphive

Thank you very much for your response. Could you please forward your original self-exclusion request from Posido Casino as well? Please forward it to my email at [email protected].

Thank you for your patience and cooperation.

Hello.

I replied to your mail.

Thank you.

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, Matej ([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,

Attila

Hello Christos_min, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I’d like to invite a representative of Posido Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the invitation of a known gambling addict into a high roller private casino and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail [email protected].

Thank you for your patience and cooperation in advance.

Dear Christos_min,

Thank you for reaching out to us.

We would kindly like to inform you that your refund has already been complete on the 10.06 and your account has been permanently closed.

Please let us know if there is anything else that we can do for you.

We thank you for your cooperation.

Kind regards,

Posido Team

Dear Matej and Posido Team,

Thank you for your response.

However, I believe the latest reply from Posido does not address the subject of the current complaint and may unintentionally create confusion regarding the issue under investigation.

The refund mentioned by the casino relates to a previous case involving a self-exclusion violation on the Posido platform itself. That matter was already resolved, compensation was paid, and my account was permanently closed.

My current complaint concerns a separate event that occurred after my account had been closed and the self-exclusion process had already been completed. Specifically, it concerns the VIPHive invitation that I received despite my status as a self-excluded player.

For this reason, I respectfully submit that the key questions raised by Matej remain unanswered:

What is the relationship, if any, between Posido and VIPHive?

How was my information used for the purpose of sending this invitation?

Why was a personalized VIP invitation sent to an individual whose account had already been permanently closed following a self-exclusion case?

At present, the casino's response appears to focus on a previously resolved matter rather than the issue that is currently being investigated.

I would therefore appreciate further clarification from Posido regarding the specific circumstances surrounding the VIPHive invitation, as this is the core subject of my complaint.

Thank you all for your time and assistance.

Kind regards,

Christos

Dear Christos_min,

Thank you for your reply.

Please be informed that we are not connected to a VipHive and we would recommend addressing your concern directly with the support of the casino in question.

We hope this helps to clarify the case.

Kind regards,

Posido Team

Dear Posido Team,

Thank you for your response.

I appreciate your clarification that you are not connected to VIPHive.

However, this raises an important question that remains unanswered.

The VIPHive invitation was sent directly from Posido to my personal email address and was presented as a personalized VIP invitation. If Posido has no connection whatsoever with VIPHive, I would appreciate an explanation as to how and why this communication was sent by Posido in the first place.

My concern is not based on assumptions regarding ownership, but on the fact that the invitation originated from Posido after my account had already been permanently closed following a completed self-exclusion.

I believe this point is central to the present complaint and would appreciate further clarification.

Kind regards,

Christos

Dear Christos_min, could you please upload new screenshots of the VIP Hive invitation e-mails, with the sender's whole address being visible? On the originals posted above it only shows "Posido" as the sender, but not the actual address. Thank you.

Thank you very much Christos_min, this is exactly what we needed to see.

Dear Posido Casino, as per the screenshot above, the offer has been sent from your marketing e-mail. Can you please check and make sure player's credentials have been blacklisted and all contact details taken down from your mailing and SMS marketing lists?

Dear Christos_min,

Thank you for your reply and patience.

We would kindly like to apologize for the inconvenience of receiving promotional emails.

Please be informed that all email communication has been disabled.

We hope this helps to clarify the case.

Kind regards,

Posido Team

Thank you very much for the confirmation, dear Posido Casino.

Dear Christos_min, can oyu pelase let me know if you have registered with VIP Hive, and whether you are satisfied with this outcome? Cheers.

Dear Matej,

Thank you for your continued efforts throughout this investigation.

Yes, I did register with VIPHive after receiving the personalized invitation sent from Posido's marketing email.

For me, there is a direct causal connection between that invitation and my subsequent registration. Had I not received that email, I would never have visited VIPHive, registered there, or continued gambling. The invitation was the sole reason I became aware of the platform and decided to join it.

While I acknowledge Posido's apology and the fact that my marketing communications have now been disabled, I cannot say that I am satisfied with the outcome.

The core issue has never been the promotional email itself. The issue is that a player whose self-exclusion had already been completed, whose account had been permanently closed, and who had previously received compensation from Posido due to a responsible gambling failure, was nevertheless targeted with a personalized VIP invitation sent from Posido's own marketing email.

In my opinion, this is fundamentally inconsistent with the principles of responsible gambling. Although Posido now states that it is not connected with VIPHive, it has not explained why such an invitation originated from its own marketing channel after my self-exclusion had already been completed.

Thank you once again for taking the time to investigate this matter.

Kind regards,

Christos

Thank you for the details, dear Christos_min.

I completely understand your position. One more thing I would lik to establish is the disputed amount of 700 EUR indicated when lodging this complaint. Is it the sum of your deposits at VIP Hive you have made after registration?

It is more or less the total amount i deposited at Viphive,exactly, after my registration.Since i have no longer access, i estimate, based on my bank transactions.

Thank you for the confirmation, dear Christos_min.

I am waiting for some information, then will provide a further update on options - most likely on Monday. Thank you for your understanding.

Apologies for longer wait time than usual, I just needed to get som information together, to be able to proceed with the mediation.

Dear Posido Casino, with the player's account being closed in both - the casino and the VIP room - and the marketing communication stopped, I would like to proceed to the second part of the complaint. Could you please e-mail me ([email protected]) player's cashier history showing deposits and withdrawals from the VIPHive to establish the disputed amount? Thank you.

Dear Matej,

Thank you for your reply.

We would kindly ask you and the player to open a new complaint regarding his VipHive account as we are solely responsible for our Posido Casino and do not have any information regarding other accounts of the player.

Therefore, we are not able to provide the requested information and cannot assist in that case.

We thank you for your understanding.

Kind regards,

Posido Team

Dear Posido Casino, since the promotional materials were sent from your e-mail address, it links the VIP room to your casino. Feel free to e-mail me ([email protected]) the proof that VIP Hive is a separate entity, and I will make sure the complaint is reassigned. Unless the link can be disproved, VIPHive is seen as an extension of Posido Casino and therefore the refund can be processed by either entity. Thank you for your understanding.

Dear All,

Thank you for your patience.

Please be informed that the case is currently under investigation and we will inform you as soon as possible with further information.

We thank you for your understanding.

Kind regards,

Posido Team

Dear Christos_min,

Thank you for your patience.

Please be informed to check your emails.

Thank you for your understanding.

Kind regards,

Posido Team

Thank you for your response.

I have received the email you referred to and appreciate the effort that has been made.

While I welcome the willingness to engage, I do not believe the proposal fully addresses the circumstances of my complaint or reflects the financial impact of the events that led to it.

I remain committed to resolving this matter in good faith and hope that we can reach a fair and mutually acceptable resolution.

Dear Posido Casino, the player has indicated the disputed sum as 700 EUR. If you can send me ([email protected]) the cashier history with visible deposits and withdrawals made during the account's activity, I can review it and recommend a sum according to our Fair Gambling Codex.

Alternatively, if the 700 is actually correct sum, then I would appreciate returning the amount in full, as the player should not have been invited into the VIP room in the first place. Thank you for your understanding and cooperation.

Dear All,

Thank you for your reply.

Please be informed that the total refund the player already received for his posido account was in the amount of 750 EUR.

The additional amount offered as refund is a goodwill offer for the inconvenience.

We kindly invite the costumer to clarify which additional amount of loss he claims and provide bank statements which poof the deposits made.

Furthermore, we again would like to point out that the additional amount is in connection to another casino and we would appreciate directing the complaint to the representative of the casino itself in order to get a full access of data.

Thank you for your understanding.

Kind regards,

Posido Team

Thank you for your response.

I must respectfully point out what appears to me to be two important inconsistencies.

First, I am being asked to direct my complaint to VIP Hive because it is described as a separate casino. However, I would never have created or accessed a VIP Hive account on my own. The only reason I became aware of VIP Hive and gained access to it was because I received a direct invitation from Posido after my self-exclusion. Without that invitation, this situation would never have occurred.Moreover, VIP Hive is an invitation-only platform, where no one can register or gain access on their own without receiving an invitation.What claim could I possibly have against VIP Hive if I had joined the platform of my own accord?

Second, if Posido genuinely believes that nothing inappropriate occurred, it is difficult for me to understand why an additional refund has been offered in connection with this complaint. The offer itself suggests that there is recognition that the circumstances deserve further consideration.

My intention is to reach a fair resolution based on the facts. I remain willing to cooperate fully and hope this matter can now be resolved fairly.

Dear Christos_min,

Thank you for your reply.

However, we would kindly ask you to provide further information of the additional refund amount that you would like to claim and provide further proof of payment of the claimed amount in regards to transparency.

Thank you for your understanding.

Kind regards,

Posido Team

Thank you for your response.

I am willing to provide any banking records that are still available to me. However, I find it difficult to understand why I am repeatedly being asked to establish the exact amount of my deposits when I no longer have access to the account, while the official transaction history has already been requested during this mediation and would provide the most accurate and transparent record.

I would also like to point out another inconsistency. Throughout this process, my complaint has been directed exclusively against Posido. I have never contacted VIP Hive, submitted a complaint to VIP Hive, or requested any refund from VIP Hive.

Nevertheless, while my dispute has been handled entirely with Posido, I unexpectedly received a refund offer from VIP Hive. To this day, I still find it difficult to understand how VIP Hive became involved in resolving a dispute that has, from the very beginning, existed solely between myself and Posido. This makes it difficult for me to reconcile the position that VIP Hive is entirely separate from this matter, while at the same time it becomes involved in resolving a complaint that was never addressed to it.

For the sake of completeness, I have also recently requested my cashier history directly from VIP Hive. I now await their response and sincerely hope they will be willing to provide it. Until then, I have taken every reasonable step available to me to obtain the relevant information myself.

Nevertheless, I find it somewhat surprising that, despite being told this is a matter concerning a separate casino, I am now left seeking records from that same casino in order to resolve a dispute that would never have existed but for Posido's invitation following my self-exclusion.

My objective remains unchanged: to establish the complete facts and reach a fair resolution based on the official account records and the circumstances that gave rise to this complaint. I remain fully willing to cooperate and provide any information that is reasonably within my ability to obtain.

Dear Christos_min, please let us know once you receive the cashier history from VIP Hive, or if you do not receive it by Monday 3rd August. Also, if yo uhave the bank statement ready, feel free to e-mail it to the support team with me in CC ([email protected]) alongside the list of payments that went to th VIP Hive. Thank you.

Dear Christos_min,

Thank you for your reply and clarification.

We would kindly ask you to clarify which is now your additional request and claim.

As your refund request of your posido account has been already successfully complete we would like you to clarify which additional claim you would like to further discuss.

As you above mentioned the following, we are not sure on how we can further assist you now: I would also like to point out another inconsistency. Throughout this process, my complaint has been directed exclusively against Posido. I have never contacted VIP Hive, submitted a complaint to VIP Hive, or requested any refund from VIP Hive.

Thank you for your understanding.

Kind regards,

Posido Team

Thank you for your response.

I am making every reasonable effort to provide the requested information. As I have already explained, I no longer have access to my VIP Hive account or its transaction history, and I have therefore requested my cashier history directly from VIP Hive. I am currently awaiting their response.

However, I remain uncertain about one important point.

Throughout this entire process, my complaint has been directed exclusively against Posido. I never contacted VIP Hive, I never submitted a complaint to VIP Hive, and I never requested any refund from VIP Hive.

Nevertheless, I unexpectedly received a refund offer from VIP Hive in relation to this very dispute. This naturally leaves me wondering how VIP Hive became involved in resolving a complaint that was never addressed to it.

Ironically, when I never contacted VIP Hive, they somehow found their way into this dispute and even made me a refund offer. Now that I have actually contacted VIP Hive myself to request my cashier history, I am still waiting for a response.

At the same time, I am being advised to pursue the matter with VIP Hive as if it were entirely separate, while the circumstances that gave rise to this dispute originated from Posido's invitation to an invitation-only platform following my self-exclusion.

My intention is not to speculate about the relationship between the two entities. I am simply trying to understand how these events fit together, as they appear difficult to reconcile from my perspective.

In the meantime, I will continue to cooperate in good faith and provide any information that is reasonably within my ability to obtain. I sincerely hope that the complete transaction history, wherever it is held, can ultimately be made available so that this matter can be resolved on the basis of the full facts.

I would like to thank both sides for further details.

From the Casino Guru's viewpoint, the VIP Hive is an extension of Posido Casino, as shown by apparent communication between the two entities and promotional materials sent to the player. The reason why this complaint has been assigned to Posido Casino and not VIP Hive is simply because we do not review casino's private VIP rooms separately.

Regarding the originally refunded 750 EUR, from my understanding that was the refund related to the Posido Casino and the self-exclusion requested back in June. The 700 EUR indicated as disputed amount for this complaint, are the deposits related to the activity in VIP Hive.

If Posido Casino or VIP Hive can e-mail me ([email protected]) player's cashier history showing both deposits and withdrawals during the time the account has been active, I believe we could get this complaint closed shortly.

Also, if any of the above is incorrect, please do not hesitate (either the player or the casino) to correct me on any of the points, especially if I missed or misunderstood critical piece of information. Thank you.

Dear Matej,

Thank you for your reply.

Please be informed that the information have been requested and we will contact you as soon as possible.

We thank you for your understanding and cooperation.

Kind regards,

Posido Team

Dear All,

Thank you for your patience.

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

Please be informed that the claim is currently reviewed by all departments involved and we are awaiting further information in the nearest time.

We thank you for your patience and understanding.

Kind regards,

Posido Team

Dear Posido Casino, as I am unable to prolong the timer indefinitely, I would like to ask for a speedier investigation of this issue. In case you are unable to speed things up on your end and the complaint gets closed as unresolved, you have always an option to requestreopening, once the investigation has been finished and you have all the necessary details at hand. Thank you for your understanding.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear All,

Thank you for your patience.

Please be informed that we do not have any information regarding the costumers request of his account in a different casino.

Furthermore, please note that the costumers request of a refund of his Posido Account has already been settled and complete.

We are not able to assist in further refund requests on different casinos and recommend contacting the casino in question directly.

We hope this helps to clarify the case.

Kind regards,

Posido Team

Dear Posido Casino, if the VIP Hive is different entity not connected to yourselves as stated above, can you please explain why the marketing communication has been sent from [email protected]? Thank you.

Dear Matej,

Your request has been escalated with high priority. As soon as an update becomes available, we will notify you immediately.

We truly appreciate your patience and understanding.

Kind regards,

Posido Casino Team

Dear Posido Casino, as I am unable to prolong the timer indefinitely - and since the complaint is basically at its final stage - I would appreciate if you could let me know your definitive stance: whether you are wiling to return the player's deposits or not. Afterwards, I will be able to recommend the next steps and close the complaint shortly. Thank you for your understanding.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Matej,

We kindly inform you that we will need some more time please to check the matter and we will try to have updates at the nearest time possible.

Thank you for your understanding.

Best regards,

Posido Team

Dear Posido Casino, while I understand certain things require more time to investigate, this complaint has been open since June 2026. For the last four weeks it has been repeatedly stated that further investigation is underway, with no results in sight. Due to the limited resources on my end, I am unable to keep prolonging the timer anymore, waiting for the investigation to be finished. Since it can easily take another month or even more, I am forced to close this complaint as unresolved for the moment.

However, once you manage to finish the investigation and put all the necessary details together, you can request reopening of this case at any time. This way I can continue my work, and you can continue with the investigation without the complaint timer crating unnecessary issues. Thank you for your understanding.

Dear Christos_min, as per the above, I am unable to continue mediation of this case and I will be closing it as unresolved. If anything changes, the complaint will be reopened, and you will be notified by e-mail.

Meanwhile, I would strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.

You can also contact you can contact the Estonian Tax and Customs Board by sending an e-mail to [email protected] and lodge an official complaint via this gambling authority. If you need help with submitting the request, or if you hear back from either the authority or the casino, please let me know by sending me a brief message at [email protected]. I am really sorry I could not be of more help on this occasion. :(

Best regards,

Matej