The player from Austria faced issues with withdrawing his winnings of 1,000 euros as the casino required verification of his bank account, despite his providing a PDF. Additionally, his access to the casino was completely blocked. We facilitated communication between the player and the casino, emphasizing that the player had submitted extensive documentation confirming the joint account used for deposits. Despite repeated requests from the casino for original PDF documents and account opening statements, which the player struggled to obtain due to banking constraints, he provided all available evidence, including confirmations directly from his bank. We urged the casino to proceed with verification based on the submitted documents and set deadlines to avoid further delays. Ultimately, the player marked the complaint as resolved, indicating the issue had been settled.
Posido Casino - Player's account is blocked and winnings are delayed.
Case closed
Amount: €1,000
Posido Casino
Safety Index 8.0 HighCase summary
Translation
Just don't want to pay out my winnings 1000 Euro
Verification bank account although PDF from my bank account
I am verified via Fun-id does not apply
And now access to the casino is completely blocked
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you are facing. To better understand your situation and assist you effectively, could you please provide more details by answering the following questions:
- Have you made any successful withdrawals from this casino before?
- Have you received any specific messages or notifications from the casino regarding your verification status?
- Which documents have you sent to the casino for verification, and when did you send the last one?
- Have any of your documents been reviewed and approved by the relevant department?
- Which of your documents are still pending verification?
- Could you please describe your problem with accessing the casino in more detail? Are you unable to log into your account, or are you unable to access the website at all?
I hope we will be able to help you resolve this issue as soon as possible.
Thank you in advance for your reply.
Best regards,
Veronika
Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.
All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.
If you notice anything suspicious, don’t hesitate to reach out to us directly.
Thank you for your patience, and stay safe.
TranslationYes I have but it said no verification necessary, I am normally verified via Fun-id
First I waited 2 weeks, it's always in processing, then verification is required and now my account is blocked, I have no access to my account
TranslationI hope you can solve the problem, because this is not fair and the casino does not follow the rules at all
Ps.Support is more than bad
Email support also
You are hanging in the air, so to speak
TranslationHere you can see the answers from Posido Casino
Greetings Jürgen
TranslationPlease provide feedback to the
Customer support is radio silence I get no information about why my account was blocked and the winnings
was annulled
TranslationI also have some chat histories like this with players
"played"
never experienced anything like this
TranslationFun-Id doesn’t feel
responsible for this case
although actually the for reasonable casino providers
would have to worry, these are all partner casinos that are
working together (actually)
It says on every casino operator's website that no verification is necessary!!!!!!!!!
That is a contradiction
in the wording in itself !!!!!!!!!!!!
My experience says that if the winnings are higher then huge obstacles are built for a player that does not have to be paid out
And these obstacles are difficult to overcome!!!!!!!!
Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Dear Hellboy,
It’s a pleasure to e-meet you again, though I’m sorry it’s under such unfortunate circumstances.
If there have been any updates or developments since your last message, please don’t hesitate to share them with me.
In accordance with our standard procedure, I’d like to invite a representative from Posido Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.
Dear Posido Casino,
Could you please provide a comprehensive explanation of this case, including the specific reasons for the closure or blocking of the player's account, as well as the rationale behind the non-acceptance of the player's proof of payment method?
Your detailed input will be essential in helping us move forward with a fair and informed resolution of the complaint.
Thank you in advance for your cooperation and prompt response.
Best regards,
Kubo
TranslationUnfortunately no new news
because I have not received any information as to why I was blocked and the winnings were canceled!!!!!!!!
Ps. write every email in English since no other manager is available
Dear Hellboy,
Thank you for reaching out.
We would like to draw your attention to the following points of the General Terms and Conditions, which you accepted when creating your account on our website:
9.4 : - Should we arrive at a reasonable suspicion that you have engaged in a fraud, any illegal or improper activity, or have otherwise breached the Terms, we reserve the right to take any number of the following action, at our sole and absolute discretion, with or without notice:
<...>
void any winnings obtained, cancel any pending withdrawals and confiscate the real money balance of your account;
<...>
9.1 The Website may only be used for personal entertainment purposes only. The following activities are strictly prohibited and will be considered a material breach of these General Terms and Conditions:
- using the Website for commercial purposes or in someone else’s name or interest;
- engaging in any fraudulent activities, including, without limitation, using any credit/debit cards or other payment methods or funds not belonging to you, cases were funds are recalled/disputed;
- colluding with other customers or third parties. This includes, without limitation, playing in the interest of others, sharing information, cooperating or coordinating with others;
We hope this helps clarify the matter for you.
Best regards,
Posido Casino Team
TranslationNot a single point applies to my gaming account with you!!!!
So please I would like to know again exactly why you blocked it and canceled my winnings of 1000 euros!!!!!!!!
TranslationApparently, you don't get any real clarification here, no real information is given as to why everything is escalating so much.
although there is no violation of the rules on my part !!!!!!
Dear Posido Casino,
Thank you for your clarification.
However, as you are likely aware, we cannot accept the provided information as sufficient justification for the actions taken, as a mere suspicion does not constitute a valid reason for the confiscation of a player's winnings.
If you have any concrete evidence to support your position, please send it directly to my email at jakub.m@casino.guru.
Thank you for your cooperation.
TranslationThis case is taking a very long time, I would like to have my winnings paid out!!!!!
Best regards, Jürgen
TranslationPs.I would also like to share the reasons
know in detail!!!!!!!!
I don't fully understand how this casino treats players!!!!!
Dear Kubo,
We would like to inform you that we have sent you an email as per your request regarding the matter.
We will be awaiting your response.
Kind regards,
Posido Casino Team
TranslationWhy not me ?????
Do you provide less information as a player
So please, what is all this about
Dear Posido Casino,
I have reviewed your recent email. It appears that the response consists of a copy-paste from your Terms & Conditions and includes a screenshot that does not provide any relevant or meaningful evidence.
Kindly review the matter again and provide the appropriate supporting documentation as previously requested.
Thank you.
Dear Kubo,
We would like to inform you that we have sent you an email regarding the matter.
We will be awaiting your response.
Kind regards,
Posido Casino Team
TranslationFind the full story here
extremely dubious
TranslationHow long will this be delayed??????
Please clarify this properly, it is
about 1000 euros that I will not be paid out!!!!!!!
TranslationI don't understand all this back and forth, please finally clarify,
TranslationI don't understand how you can do that to a player just like that!!!!!!!!!!!
I would like to have my winnings paid out now, I don't quite understand why a casino takes so long
Lg [edited by Casino Guru]
Dear Hellboy,
I truly empathize with your situation and understand your frustration. Please rest assured that your case is being carefully reviewed in close communication with the casino representatives.
I understand it may feel somewhat lacking in transparency at the moment, but the casino has opted to continue this discussion through a private communication channel for now. I kindly ask for a bit more of your patience while these talks progress.
At this stage, I can confirm that I have not identified any violations on your part or any valid grounds for the casino’s actions in accordance with our perspective. I will share the statement with you as soon as it becomes relevant.
Thank you for your understanding and continued patience.
Dear Posido Casino,
I responded to your email on August 12. Kindly review my latest correspondence and provide your reply at your earliest convenience.
Thank you for your cooperation.
TranslationThank you for your efforts
Lg [edited by Casino Guru]
Dear all,
Thank you for the patience and cooperation showed from both the player and the Casino Guru representative.
We have sent an email to representative regarding the case, kindly review it and and provide your reply at your earliest convenience.
Best Regards,
Posido Casino Team
TranslationWhat's this all about? I'd like clarification as to why my 1000 euros aren't being paid out!!!!!!!!!
You must also send me the information by email !!!!!!
And I thanked Cadino-Guru for the support so far in this case and not you, so please don't misunderstand!!!!!!
No clear answers from your side so far!!!!!!!!
TranslationPlease clarify now
Lg [edited by Casino Guru]
TranslationThat a casino has such power not to pay out
Incomprehensible to me!!!!!!
TranslationIt is obvious that there is no mistake on my part, otherwise I would have received clear answers and reasonable information long ago.
It's a disgrace how this casino can get such high ratings
Dear Hellboy,
I hope you are well.
After a thorough investigation we found that you have provided a bank account ownership document, that shows the account is owned by a third party.
You did not provide any evidence, suggesting that the account could be a joint account, therefore it was closed and winnings were voided as per our terms and conditions:
4.1
the credit/debit card or any other payment method that you use to top up your account balance belongs to you, is not stolen, and has not been lost by another person. Company reserves the right to close your account and void any winnings in case of a reasonable suspicion that you have violated this warranty.
If you can provide us with a document, that confirms the bank account is a joint account, we will review the possibility of reopening the account and returning the funds.
We hope this clarifies the matter for you.
We will await your response.
Best regards,
Posido Casino Team
TranslationYes, it is a joint account!!!!!!!
I hope that the winnings will be paid out
Lg [edited by Casino Guru]
Dear all,
I hope you are doing well.
Please be informed that the KYC department is reviewing the provided documents.
We will notify you once we have an update.
Thank you for your cooperation.
Best regards,
Posido Casino Team
TranslationThank you for the quick response
Lg [edited by Casino Guru]
TranslationHope this case
finally comes to a happy ending
Lg [edited by Casino Guru]
Dear Hellboy,
I understand your frustration; however, I must ask you to refrain from spamming the complaint thread and from directing all accusations toward the casino.
It’s important to clarify that when you used your bank account to deposit into the casino, the casino received information regarding the ownership of that account. Later, you provided a bank document to verify ownership, which only included your name. This created a mismatch between the actual account details and the information in the document. While you maintain that the mistake was not on your part, it was, and I’m sorry for the inconvenience.
Nevertheless, the casino is now informed about the situation, and we are moving forward with the review.
Dear Posido Casino,
Have there been any updates regarding the review? Could you please provide an estimated timeframe for its completion?
Thank you for your cooperation.
TranslationBut I haven't had any problems with any other casino because it's a joint account
lg [edited by Casino Guru]
Dear all,
Thank you for your patience.
The KYC department has informed us that the document provided is screenshot in PDF which is not official form, also the second document is a receipt from bank which shows address joint but not the IBAN , therefore, these docs cannot be accepted.
Dear Hellboy,
Please provide us with official documents in PDF form in order for us to be able to complete the verification.
Kind regards,
Posido Casino Team
TranslationIt's a shame that the photos aren't approved again!!!
Do you still believe that it is not a joint account
Best regards, Jürgen
TranslationPs. top right is the IBAN
of the bank statement
TranslationGood day, here is the confirmation as requested, I have sent the file to your KYC department via PDF (email)
Mfg [redacted by Casino Guru]
TranslationPlease provide information ?????
Lg [edited by Casino Guru]
Dear Hellboy,
Thank you for contacting.
The KYC department have reviewed your document and they advised us to inform you that the document provided is a screenshot converted into a PDF file. It would be best if you could provide us with a bank statement in PDF format (for July, for example), that shows both account holder names.
Best regards,
Posido Casino Team
TranslationNobody has contacted me, and I sent the original PDF to your KYC department, so what's the point?????
I don't understand why you don't want to pay out my winnings!!!!
TranslationThere is something wrong with you, don't you see that it is an original PDF file from my bank, that's why I have it jakub.m@casino.guru forwarded !!!!!!!!!!!
Lg [edited by Casino Guru]
TranslationYou already know that you have to pay out your winnings!!!!!!
I ask you to accept this too !!!!!!
And please don’t play God here
I ask you for fair service on both sides
Lg [edited by Casino Guru]
TranslationJust call or write an email to say that you finally believe that it is a joint account in the name of both people!!!
Dear Hellboy,
I understand your frustration, but I kindly ask for your cooperation so we can resolve this matter efficiently. The file you’ve provided is clearly a scanned document, not the original PDF as you have claimed. The casino requires the original document issued by your bank to properly verify its authenticity, including necessary metadata and other security details.
Please focus on finding a way to move forward rather than presenting excuses. Kindly provide the official bank statement (or another original, verifiable document) that clearly shows both names as requested.
Thank you for your understanding and cooperation.
TranslationHello, in the PDF both names are clearly visible and with bank stamp and signature, I even made screenshots of the bank account so that you can see the request from me to my bank
TranslationThis screenshot shows
but it is clear that it is an original PDF file from my bank, unfortunately I do not understand what is wrong here
TranslationHello, after consulting my bank by phone, the PDF file is valid
Lg [edited by Casino Guru]
TranslationToday I also asked consumer protection whether this is still legal. I have now been waiting for my winnings for over two months, even though I have already submitted more than enough documents.
Lg [edited by Casino Guru]
TranslationRequest for feedback !!!!!!
Lg [edited by Casino Guru]
TranslationHere again a confirmation
I now want my 1000 euros paid out finally!!!!!!
Dear Posido Casino,
The player has already submitted extensive documentation confirming that the account used for deposits is a joint account shared with his wife. Could you please confirm whether these clarifications can be considered sufficient, and proceed with releasing the player’s funds?
Thank you for your cooperation.
Dear Hellboy,
Please send us the latest document you have posted here as a reply to the email we have sent you so we can forward it to the relevant department reviewing your verification.
Best regards,
Posido Casino Team
TranslationHello, as requested, the last document I posted, so I hope that the ban will be lifted and I will get my winnings paid out
Regards, Jürgen
TranslationAgain no response from Posido-Casino !!!!!!
How long can the casino delay my withdrawal
TranslationIt is irresponsible to delay something like this for so long!!!!!
TranslationPlease give me feedback
Regards, Jürgen
Dear Hellboy,
I hope this message finds you well.
We have explained to you what document and in what form(original PDF) you need to provide us, but you still sending us the same rejected documents (screenshot converted to PDF). As for the latest photo you posted, it is shown the front of bank card belonging to different IBAN.
We would like to request you once again to provide us with a bank statement in the ORIGINAL PDF format (for July, for example), that shows both account holder names.
We hope this helps clarify the matter for you.
Best regards,
Posido Casino Team
TranslationDo you really want to ask me for a document again??????
You wrote the last thing in the chat and that was both debit cards and both driving licenses!!!
TranslationI sent it to your department in PDF format
TranslationHow long should this be delayed now?
I don't understand why you simply don't accept that everything is in order with all the documents!!!!!!
I play at many casinos and never have I been to such an extent!!!!!
After contacting me again, my bank gave me the OK again and said that all my documents were in order!!!!!!!!
Best regards, Jürgen
TranslationThat's enough now, I finally want my winnings paid out!!!!!!
Now it will soon be 3 months, that can't be right
Dear Hellboy,
I completely understand your frustration. However, you’ve been repeatedly submitting the same image that was already rejected. To move things forward, the simplest solution would be to provide an official bank statement generated directly from your online or mobile banking app.
Please keep in mind that every casino has specific requirements for verifying documents, and meeting these requirements is essential for your case to proceed smoothly.
Thank you.
TranslationThen the casino should pay out my winnings to Fun-Id
Here I am verified and Posido Casino is an official partner of this platform
I'm not interested in all this drama anymore!!!!!!
Or to my Skrill account which is also in my name
TranslationI have now also contacted Fun-Id and hope that I will get support here
Best regards, Jürgen
TranslationI have sent this file to Posido-Complais
All of July as discussed
Now you have to pay out
Best regards, Jürgen
TranslationPlease let me know if this is the final document. My bank also believes that something is not quite right here.
Best regards, Jürgen
TranslationI would like some clarification now: it cannot be true that you can do whatever you want with players here!
You already know that this is about
1000 Euro is possible and I would like to have paid out now
Best regards, Jürgen
TranslationReally incomprehensible to me
Unfortunately !!!!!!!!!
TranslationThank you that now that everything is correct no one has contacted me anymore!!!!!!!!!
Translation??????
Now is the time when it's not so funny anymore!!!!!!
Does no one here have a bad conscience or no
I have never experienced such unfair conditions
I would really like to get some clarification now!!!!!
Best regards, Jürgen
Dear Hellboy,
Both the casino and I have repeatedly requested that you provide a bank statement ("Kontoauszug" in German) showing both account holder names. However, instead of this document, you have been submitting either a turnover confirmation ("Umsatzauskunft" in German) or an individual transaction detail ("Buchung" in German).
To proceed, the casino specifically requires the bank statement ("Kontoauszug"), as it is the only document that contains the necessary information for verification.
TranslationI'm now getting the original document from my bank so that this whole thing can finally be cleared up!!!!!!
You know that not even the bank sends this
TranslationNo casino requires an original document
I don't understand it, just to confirm that it is a joint account!!!!!!!!!!!
TranslationPs. My wife is also registered with Posido Casino!!!!!
That's why I don't quite understand the whole drama here
Will my wife then also be blocked and if she wins something will everything be canceled!!!!!!
This is not a normal procedure!!!!!!!
But I get my winnings, that's what I fight for!!!!
Didn't do anything wrong!!!!!!!
Dear Posido Casino,
Could you please provide an update on the current status of the player’s issue? Has there been any change, and have you received the requested documents from the player?
Thank you.
TranslationDid I actually write that it takes time to get an original document from a bank?!!!!
Nobody here understands the matter
Joint account not desired !!!!!!!
As I said, such a story is incomprehensible
Ps.:I will provide all documents
in original
Dear Hellboy,
Thank you for your message.
We acknowledge receipt of your comment and confirm that we will await the submission of the original documents, as you indicated.
Once we receive them, we will proceed with the necessary review and follow up with you accordingly.
Best regards,
Posido Casino Team
TranslationNot the documents
The document!!!!
This is the confirmation of the joint account !!!!!!
Will pick it up from my bank on Monday
Best regards, Jürgen
Dear Hellboy,
From the very beginning, you were informed of the exact document required by the casino. However, you have repeatedly submitted the same document, which has already been rejected several times.
Please understand that continuing to submit the same document will not help move the process forward. Additionally, expressing frustration or using excessive punctuation will not expedite the resolution.
The delay in this case is unfortunately due to the fact that the required documentation has not yet been provided. To proceed, please submit the correct document as requested.
Thank you for your understanding and cooperation.
TranslationHello, here is the original document
Picked up from my bank today
Best regards, Jürgen
TranslationSo I hope that I will have my winnings in our account by next week at the latest
Best regards, Jürgen
Dear Hellboy,
I hope this message finds you well.
We have reviewed the document you recently submitted and noticed that the information it contains differs from the details you had previously provided to us. In order to proceed, we kindly request that you provide an account opening statement in its original format.
If you do not currently have access to the original format, we recommend requesting a copy directly from your bank.
Please let us know once you are able to provide the required document. Should you have any questions or need further assistance, feel free to contact us.
Best regards,
Posido Casino Team
TranslationPlease, this is the same document only in its original form, what is different here????????
Please pay out finally!!!!
TranslationHow long do you think you can delay the payment? Please take a look at the email history, that's not normal!!!!!!
It is a joint account, confirmed by my bank
and if something deviates here, I don't know what you mean, then I can't influence or change it!!!!!!
And please, do you still not believe that it is a joint account????
And then you have the right to block me and not pay me out!!!!!!!
I don't understand the truly unbelievable and unfair service at all
At some point it has to stop!!!!!!!
Dear Posido Casino,
Could you please clarify the specific differences you have identified, apart from the date of issue and other minor non-factual details? Based on our review, the document appears acceptable in its current form. The player has already provided all available materials, including both his and his wife’s driver’s licenses.
While we fully understand that certain verification procedures must be followed to ensure compliance and player legitimacy, in this case, your repeated requests for the same document seem to be becoming excessive. Asking for the same document multiple times, despite the player’s extensive cooperation, may be perceived as unfair, especially given the substantial amount of supporting documentation already submitted.
I kindly ask you to either:
- Specify the exact discrepancies that prevent you from accepting the provided document, or
- Proceed with the verification based on the documents already supplied.
Thank you for your cooperation and understanding.
Dear Kubo,
I hope this message finds you well.
We have send you an email as per your request, please review it at your earliest convenience.
Best regards,
Posido Casino Team
TranslationI don't understand this message again, why am I not informed??????
TranslationSorry, this isn't normal anymore!!!!!!!
I just don't understand why Posido Casino doesn't want to pay out my winnings ??????
TranslationWhat is now, I would like to have some feedback
Best regards, Jürgen
TranslationHow long will this continue
delay ?????
You can't understand it and you never will be able to understand it!!!!!
TranslationNo info for 6 days 👍👍👍
I would have liked to have paid out my winnings now!!!!!!'
After all, it's about 1000 euros
Best regards, Jürgen
Dear Hellboy,
I would like to kindly ask you to refrain from posting multiple messages in the complaint thread. The volume of messages without new or relevant information does not speed up the process and may, in fact, make it more difficult to handle your case efficiently.
To be transparent, I am not sure how else I can assist you at this stage. You are already aware of the casino’s concerns regarding your bank account, as well as the specific document required to complete the verification process. Once again, the casino needs to receive an official document confirming that the account in question is jointly held by you and your wife.
So far, you have been submitting various bank statements and confirmations that list only one name at a time - either yours or your wife’s - but not both together. While I understand that this requirement may feel excessive, please note that each casino must follow strict verification procedures, and these must be met before the case can move forward.
To proceed, please provide any official document issued by your bank that clearly shows both account holders’ names. Examples include an account opening confirmation or a bank account agreement that lists both you and your wife as joint holders.
Thank you for your understanding and cooperation.
TranslationHope now that finally
The end of all these
Confirmations
Best regards, Jürgen
TranslationToday extra from my bank
fetched, that confirms that
Joint account!!!!!!!!
TranslationSo with the payout
nothing stands in the way anymore!!!!!!!
Best regards, Jürgen
Dear Hellboy,
Thank you for providing the recent document. I believe this should now be sufficient for the casino to proceed with the verification process.
Dear Posido Casino,
Could you please confirm that you have received the document and that it is acceptable for verifying that the bank account is a joint account shared between the player and his wife?
Thank you for your assistance.
TranslationWhy continue? Now is the time to finally pay out my winnings!
Dear Hellboy,
I hope this message finds you well.
We have provided the documents to the KYC department and they have informed us that you need to upload an account opening statement (form the opening date of the account). Kindly note that this is the only way in order for us to be able to verify that the bank account is joint. Moreover the document must be in original PDF file.
Best regards,
Posido Casino Team
TranslationThank you, I'm not feeling well.
This has absolutely nothing to do with fair rules anymore!
They always come up with something to avoid paying out my winnings.
Why are you doing that?
I don't understand this procedure at all, and I don't understand the logic behind why you're even allowed to do this.
The joint account is confirmed!
TranslationI would like a final clarification now!
I've been waiting for over 3 months now!!!!!
And more than enough documents have been submitted to prove that, by God's will, it is a joint account.
Please finally release my winnings!!!!!!
Regards, Jürgen
Dear Hellboy,
I truly am trying to assist you, but you continue sending screenshots and photos of your documents despite repeated requests for the original PDF file. The casino must verify the document’s authenticity, and this can only be done when the original PDF is provided, as it contains the necessary metadata.
Screenshots or images do not include this metadata, which means the casino cannot confirm that the document was genuinely issued by your bank. Please understand that documents showing a bank logo or signatures can be easily edited or recreated, and therefore cannot be accepted as valid proof.
Thank you for your cooperation.
TranslationDo you really think I'm faking it?
Bank documents !!!!!!
TranslationAnd if I withdraw funds to my Skrill account,
This belongs to me alone!!!!
Regards, Jürgen
Translation
Please excuse me, but here
A document from the bank clearly states this.
and no PDF file, but I'll get the one you requested now.
PDV file, but I find it a shame that something new keeps coming up to prevent payment.
Unfortunately !!!!!!!!!
Dear Hellboy,
Please note that nothing has changed regarding the reason you have not yet received your payment from the casino. The issue remains the same: the documents you have provided so far are not sufficient to complete the verification process.
The simplest solution would be to submit an electronic bank statement from your account, provided it shows both your name and your wife’s name. Alternatively, if you can obtain the previously mentioned account opening confirmation or a bank account agreement in electronic form, this would be even more helpful.
Thank you for your understanding.
TranslationThis will take a little longer now.
Banks are legally prohibited from sending original PDF files.
Regards, Jürgen
Dear Hellboy,
We hope this message finds you well.
The KYC department has informed us that you will need to upload the statement. Please note that this is the only way for us to verify that the bank account is a joint account. Additionally, the document must be provided in its original PDF format.
Kind regards,
Posido Casino Team
Dear Hellboy,
Could you please let us know the estimated timeframe for obtaining the requested document? I would really like to assist you further and bring this complaint to a successful end, but unfortunately, obtaining documents from your bank is solely within your competence.
Thank you.
TranslationNext week I'll go to the bank again to...
to get a PDF file
Regards, Jürgen
TranslationHope everyone is doing well!
It was successfully completed today, so nothing stands in the way of the payout, everything as desired.
Original PDF file from my bank
Regards, Jürgen
Dear Hellboy,
Thank you for providing the additional file. Although it is again a scanned copy, the fact that it was sent directly by the bank employee should significantly support the verification of this document’s authenticity.
Dear Posido Casino,
You should have received the document at your dedicated complaints email address: complaints@posido.com. While the attached PDF is a scanned version, it has now been forwarded directly from the player’s bank customer support. Given this, I trust it will be sufficient to finalize the matter, as the bank has confirmed that they are unable to provide the original digital PDF. Could you please confirm that this documentation is acceptable as proof of the player’s joint account?
Thank you.
Dear Kubo,
We hope you are doing well.
We are writing to inform you that we were unable to locate the email containing the document referenced.
To ensure we receive the necessary materials, we have sent a new email requesting the documents once again.
If possible, we kindly ask that you resend the documents to that email so we can proceed without further delays.
Thank you for your assistance, and please let us know if you need any additional information from our side.
Kind regards,
Posido casino Team
TranslationHere you can clearly see that you have received the email!
Seriously, this has absolutely nothing to do with fair conditions anymore.
TranslationHow much longer will it take until I finally receive my payout?
Regards, Jürgen
Dear Hellboy,
We hope you are doing well.
We would like to inform you that we have successfully located the email in question. Therefore, Casino Guru may disregard the message sent previously.
We provided the statement to the relevant department, once we receive a response, we will update you promptly.
Thank you for your patience and understanding.
Kind regards,
Posido casino Team
TranslationHow much longer is this going to drag on?!
Dear Hellboy,
We hope you are well.
Our relevant department has reviewed the document you recently provided. They have informed us that the bank statement was issued on 01 December 2025 and does not display the bank account opening date, which is the specific information we require at this stage.
When convenient, please provide a document that clearly shows the account opening date so we may proceed with the verification.
Kind regards,
Posido casino Team
Dear Posido Casino,
To my understanding, the only outstanding issue was the requirement for the player to prove that the bank account used for the deposit is a joint account shared with his wife. What I do not understand is why you continue to request the account opening document and insist on knowing the account’s opening date. If the IBAN in a document provided recently matches the IBAN used for the deposit, it is self-evident that the bank account was not opened after the deposit.
At this stage, I am becoming increasingly concerned about the intention behind these repeated and seemingly unnecessary requests. From our perspective, the player has already submitted more than sufficient documentation to demonstrate that the joint account was used for the deposit.
Therefore, I strongly urge you to avoid any further delays and proceed in accordance with principles of fairness and reasonable verification standards.
Thank you.
Dear All,
We hope you are all well.
We have been informed by the relevant department that we require clarification on whether the account in question was a joint account at the time the deposit was made. This information is necessary for us to proceed with the review.
In addition, we still require the document confirming the bank account opening date. Kindly provide this at your earliest convenience so we may continue processing the matter without delay.
Kind regards,
Posido casino Team
TranslationHere is the account confirmation.
when the account was opened
TranslationI also received it via email.
forwarded
Regards, Jürgen
Dear Hellboy,
Could you please download the message and send it as an attachment, rather than forwarding it?
Thank you.
TranslationI don't understand what you mean; this email is from my bank advisor confirming the account opening date, and I forwarded it.
Regards, Jürgen
TranslationHow much longer is this complaint going to be delayed?!
Dear Hellboy,
We acknowledge receipt of the forwarded email you provided. After reviewing it, we shared the correspondence with the relevant department for verification.
They have advised that the forwarded email is not considered an official document and, therefore, cannot be accepted as valid confirmation.
We understand that this case has been taking longer than expected, and we sincerely appreciate your patience. However, in order for us to successfully complete the verification process, we require your cooperation in providing the official document.
Kind regards,
Posido casino Team
TranslationHere is the account opening confirmation.
My bank also sent it to the casino via email.
Therefore, nothing now stands in the way of my payout!!!!!!!!!
Regards, Jürgen
Dear Hellboy,
Thank you for your recent correspondence regarding the account statement.
Unfortunately, we have been unable to locate the original statement document sent by the bank. While we did receive the screenshots provided, we are unable to accept them for our records. The image quality is insufficient, making the details difficult to read and verify.
To ensure we can process this accurately, could you please provide the statement in PDF format? This will ensure the document remains legible and meets our official documentation standards.
Thank you for your cooperation
Best regards,
Posido casino Team
Translation??????????
cannot find
I ask you once again
Please remain fair and correct.
Regards, Jürgen
TranslationYou have received a bank email containing the PDF file.
And I've also sent you some more photos.
TranslationI would like to try it now
I received my winnings!!!
TranslationDear Hellboy ,
Here are clear instructions on how to download a message from your Gmail account and send it as an attachment:
On the PC:
- Open the message containing the document from your bank.
- Click on the three dots in the top right corner and select " Download message ".
- Open a new email, attach the downloaded EML file, and send it to my email address.
On the iPhone:
- Open the message containing the document from your bank.
- Download the attached PDF files.
- Click on the three dots in the top right corner and select " Print all ".
- Tap the " Share" button and select " Save to files ".
- Open a new email, attach the saved message and the PDFs containing the account opening confirmation, and send it to my email address.
The screenshots you provided indicate that the document is a scanned copy you received directly from your bank. However, the images you sent me on December 22nd appear to show a physical copy of your account opening confirmation. We require the original PDFs provided by the bank.
Thank you for your understanding.
TranslationI also sent them the original PDF file from my bank and to the casino as well!
What's the point of this?
TranslationThis whole thing is getting ridiculous now!!!!!
Can't you finally tell this casino that they have to pay out my winnings?!
TranslationOriginal PDF file from my bank, what more do you want?????
This kind of thing is no longer normal.
Dear Hellboy,
It appears there is a misunderstanding regarding the difference between original files and screenshots of those files. As previously explained, screenshots are not sufficient for this review, and the original files are required for verification purposes. I have already outlined the reasons for this requirement in earlier messages.
Despite this, the requested original files have still not been provided. While you are, of course, free to decide what information you submit, please be aware that without the original files, the evidence will likely be rejected by the casino.
If this occurs and no additional valid documentation is provided, we will have no choice but to reject the complaint due to insufficient evidence.
Thank you for your understanding.
TranslationI sent you and the casino the original PDF file, can't you see that?????
TranslationYou should have received this PDF file as well; I don't understand what the problem is.
I sent it to your email address personally, and to the casino too!!!
TranslationI don't know what else you need now; I've already sent the original PDF file to you and the casino several times. Here are some more photos of the account opening.
I respectfully request once again a fair conclusion to this entire matter.
Regards, Jürgen
TranslationHere it is again!!!!!!!!!!!!!!!!
Sent by my bank to the casino on December 19th.
TranslationHere you can see the sent email with the date!
TranslationHere are the photos of the original bank document!
TranslationWhen will the casino finally pay out my winnings?
All documents are complete and in order!
This has nothing to do with fair conditions anymore, this is really not right.
Regards, Jürgen
Dear Posido Casino,
I sent you an email on December 26, 2025, and wanted to follow up to see if you have had a chance to review it.
Thank you, and I look forward to your response.
TranslationI would be happy about my winnings.
Regards, Jürgen
TranslationI don't understand why my winnings aren't being paid out.
All documents are complete
It's time to finally pay out!!!!!!!!!!!!!
TranslationI don't understand why my payment hasn't been processed yet.
TranslationExcuse me, but this kind of approach is no longer normal!!!!!
I don't understand how a casino can and should allow itself to do something like this!
TranslationWhat are you coming up with now to prevent my payout?
I've been waiting for my prize for 5 months now!!!
Dear All,
We are writing to confirm that we have successfully received the document submitted from the player.
Please be advised that the document has been escalated to the relevant department for a detailed review. Our team is currently evaluating the information provided to ensure all requirements are met.
We are monitoring the progress of this review and will notify you immediately as soon as an update or a final decision becomes available.
Thank you for your patience and cooperation.
Kind regards,
Posido casino Team
TranslationThanks for the info !!!
Hopefully, this will lead to...
a fair and reasonable
Completion of my payout
I would be very happy after almost 5 months of waiting.
Regards, Jürgen
TranslationPlease get in touch!
All documents are from me.
The funds have been provided and now there is really nothing standing in the way of my payout.
Dear Kubo,
We are writing to let you know that we have responded to the private email you sent regarding this matter. All the requested information has been provided in our reply.
Could you please confirm receipt when you have a moment? Thank you for your assistance.
Kind regards,
Posido casino Team
TranslationUnfortunately, I did not receive an email from them.
Regards, Jürgen
TranslationOtherwise, please post the information here.
TranslationHow much longer do you intend to delay my payment?!
TranslationThis is no longer normal and is illegal. Please look at this email exchange; all documents are in order, and yet they keep writing things to avoid paying out my payment again!
I have never experienced such unfair conditions in a casino before; this kind of practice is truly below the belt!!!!!!!!!!!!!
Hello Hellboy,
We would like to update you that due to Kubo, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kubo has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kubo will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
TranslationThat's enough! Why aren't you paying out my winnings and not informing me?!
You already know that I won and that I must be given information!
Cadino-Guru is supporting me so that I can get my winnings, which have to be paid out to me anyway!!!!
They have no way of withholding my winnings as all documents are in order!
They are dragging everything out for an unfair and incomprehensible length of time!
It's very sad for me that they want to prevent a win in this case because of a joint account, even though it's been clear for some time that all the documents are in order, and then I even get a grace period because my advisor is on vacation!
Why won't you personally give me any information as to why you're not paying me out?!
Everything here is no longer normal, and legally we are far removed from the regulations and conditions!
Regards, Jürgen
When will this finally end and I get the winnings I'm owed?!
Dear Hellboy,
We understand the frustration regarding the pending funds, however, to proceed with the withdrawal, we must successfully complete the document review.
While we acknowledge that currently your only able to provide scanned copies of the required documents, the relevant department has informed us that they are unable to open the files most recently attached to the ticket.
To ensure the review process can proceed without further delay, you will need to re-submit the documents in a standard, accessible format.
We can accept the following:
PDF or at least the Standard image formats (JPEG, JPG, or PNG)
Please ensure that the files are not corrupted and are sent as standard attachments rather than encrypted or proprietary file types. Once these readable files are received, the department will prioritize the review to move forward with the withdrawal as quickly as possible.
We appreciate your cooperation in resolving this matter.
Best regards,
Posido casino Team
TranslationI urge you to stick to the truth!
You have received an original PDF file from my bank, which I also sent to Kubo!!!
Their responses are that they either can't find them or can't open them!
I have repeatedly requested payment of my winnings; I have already confirmed the joint account several times!
Please finally pay out my winnings!
Regards, Jürgen
TranslationHere is the confirmation, sent on December 19, 2025 to Complaints and Jakub-Casino Guru
TranslationAnd my bank advisor confirmed the joint account in the email I sent you!
Please be aware that you must pay out my winnings!
TranslationThis has been going on for almost 6 months already!!!!!
Posido Casino has not sent me a single personal email explaining why they are not paying out my winnings!
As I said, unfair and not in accordance with the rules and regulations!
This prize money is rightfully mine, you know that!
I politely request once again that you also pay this out.
Regards, Jürgen
TranslationI sent you this PDF file and you can open it!
Please pay out my winnings finally, otherwise there will never be a fair conclusion to my payout!!!!
Translation
This is confirmation of my joint account!
What more do you want??????
Please pay out my winnings.
Regards, Jürgen
Dear Hellboy,
Thank you for your email and for providing the requested documentation.
We would like to confirm that we have received your files and have escalated them to the relevant department for further review.
The team is currently processing the information, and we will contact you as soon possible.
Thank you for your patience.
Best regards,
Posido Casino Team
TranslationThank you very much for the confirmation.
I politely request payment once again!
Dear Posido Casino,
I have sent you the files directly in case the player’s email did not go through. You confirmed receipt of these documents, yet you now claim that they cannot be opened. These are standard PDF files, and it appears that everyone outside your team can open them without issue, so the repeated delays are difficult to justify.
This back-and-forth has already caused significant delays in the resolution process, which has been ongoing for over six months. To move this forward, we are setting a deadline of two weeks from today for your review and response.
From our perspective, the documentation provided by the player is sufficient to demonstrate the joint account. Continued delays will leave us with no choice but to mark the complaint as unresolved, which will negatively impact your safety rating.
We urge you to address this matter promptly to avoid further escalation and reputational impact.
Thank you for your cooperation, and I look forward to your prompt response.
Dear All,
We are writing to confirm that the verification process for your account is now complete. Thank you for your patience while we finalized these checks.
Regarding the funds that were previously deducted, we have already escalated the case for a manual withdrawal. The finance team is now processing the transaction to ensure the amount is returned to players payment method as quickly as possible.
Best regards,
Posido Casino Team
TranslationThank you so much for helping us reach a fair solution after all 👍👍👍
It's a nice birthday present after 6 months.
I would also like to sincerely thank Casino-Guru, especially Kubo, for his support 🙏
Dear Hellboy,
We hope this message finds you well.
We are pleased to inform you that your transaction has been successfully completed.
Kind Regards,
Posido Casino Team
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Hellboy,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Kubo
