The player from Germany had requested a withdrawal less than two weeks prior to submitting this complaint. Their money had not been received yet. The Complaints Team had extended the investigation period but ultimately rejected the complaint due to a lack of response from the player, which prevented further investigation into the withdrawal issue.
Posido Casino - Player believes that their withdrawal has been delayed.
Closed
Our verdict
Player stopped responding
Amount: €1,500
Posido Casino
Safety Index:Very highCase summary
Discussion
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9 months ago
Translation
Hello, I've been waiting for my payout of three €500 payments for 11 days now. They're just telling me to be patient and that my payout has the highest priority, but I've been waiting another four days since then.
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9 months ago
Dear NicoBu97,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
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9 months ago
TranslationHello,
Now 14 days have passed, and despite repeated inquiries to the provider, I've only received the response that I should be patient and that my withdrawal request has the highest priority. Unfortunately, I haven't received anything yet. Verification or something similar is listed in my account as not required.
Otherwise there is no further information as of now.
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9 months ago
Dear NicoBu97, please allow me to ask you a few questions, so I can understand the whole situation completely.
Have you made any successful withdrawals before?
Did you accumulate your winnings with or without an active bonus?
Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at dominika.l@casino.guru, 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.
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9 months ago
TranslationHello,
Yes, I have already made a withdrawal and received winnings without an active bonus.
here are the two emails.
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9 months ago
TranslationI still can't get any decent information via live chat. Sometimes they say my withdrawal is in the final stages, sometimes they say the withdrawal is still being processed. It's been 16 days now.
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9 months ago
Dear NicoBu97, do you have any updates about your withdrawals? Has the casino contacted you or has anything changed since your last message?
