Posido Casino - Player’s winnings haven’t been received yet.

Hello, I've been waiting for my withdrawal for more than 12 days.

They only make excuses from the chat.

What can I do?

Dear beruco-26,

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

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.

Dear beruco-26,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

I have not received the money.

From the chat they only give false excuses.

They'll probably go through a verification process now and I'll have to wait several months.

Thank goodness you're helping us, because these types of casinos use these strategies to steal from us.

I just hope I don't have any problems with the KYC process, like I've had at other casinos where I've been trying to get verified for months,

Dear beruco-26, please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the canceled withdrawal? Send emails or chat transcripts to my email at attila.g@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.

I have only made a withdrawal of €480.

I haven't been asked for any KYC process yet, so I have no problem submitting my documentation.

I have not received any bonus.

I have played sports and sometimes in a casino, but never a bonus.

In September I canceled two withdrawals because I ran out of balance and wanted to keep playing.

Now I'm waiting for my withdrawal since October 4th and I think they're going to keep my money.

From the chat they only give me false answers...

Dear beruco-26, thank you for providing the information. Do you have any updates in relation to your withdrawal?

I haven't been paid.

From the chat they only respond the same.

I've been waiting since October 4th!

They are robbing me

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Karla (karla.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

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 beruco-26,

My name is Karla and I will be assisting you with your case, I hope we can work together toward a clear and fair resolution.

To ensure full transparency, I would like to invite a representative from Posido Casino into this conversation.

Dear Posido Casino,

Could you provide additional details regarding this payment delay and clarify the current status of the transaction? We would also appreciate it if you could share any relevant evidence or documentation that may help us to resolve this case.

Thank you in advance for your cooperation.

Best regards,

Karla

Dear all,

Thank you for bringing our attention to this matter and allowing us to participate.

We fully understand the importance of a swift withdrawal and would like to extend our apologies to beruco-26 for any inconvenience caused by this delay.

Please allow us some time to identify the issue and take action to expedite the withdrawal. We will post an update once available.

Thank you for your patience and understanding.

Kind regards,

Posido Team

In conversation with the online chat, I was advised to cancel the withdrawal and request it again?

Is this a joke?

I hope they don't punish me now with a KYC verification process where I have to wait several months and still not have my money any longer.

Dear beruco-26,

Thank you for your message and for keeping us updated.

I would kindly ask you not to cancel your withdrawal request just yet, as we are currently waiting for a detailed statement from the casino regarding why the payment has not been processed so far.

Canceling the withdrawal might delay the process even further, so it’s better to wait a little longer until we receive clarification from Posido Casino about the current status of your payout.

As soon as I receive their update, I will inform you right away.

Thank you very much for your patience and understanding.

Best regards,

Karla

Today is October 29th!

I still haven't been paid my money.

I already warned you.

Now, after 25 days of waiting for my retirement.

They send me an email asking for verification, KYC, where they ask for many documents.

I sent them all today, because I have everything legal.

Now it will take another month to verify me?

Gentlemen, this is a robbery.

I am pleased to inform you that I have already sent all the documents you requested today.

Dear beruco-26,

Thank you for your patience so far.

Please be informed that your withdrawals are temporarily put on hold due to an ongoing KYC check. This is a standard procedure and there is no reason to be concerned.

To help us complete the verification process, please upload the documents requested in our most recent email to your account, and send us a confirmation once done.

We are grateful for your cooperation.

Kind regards,

Posido Team

They have already been sent, since yesterday.

I have been waiting for a €500 withdrawal since October 4th.

After waiting 24 days, and due to my complaint, you are putting me through a verification process where you are asking me for documents... I have no problem submitting them.

Now I have to wait even longer for them to approve the documents, and it will be months and months again before I receive my money...

I HAVE ALREADY SENT THE DOCUMENTS YOU REQUESTED, I HAVE UPLOADED THEM TO THE APPLICATION AND I HAVE ALSO SENT THEM BY EMAIL

Dear beruco-26,

Thank you very much for your patience and cooperation throughout this process.

I completely understand how frustrating it can be to experience delays, especially after such a long wait. However, please note that KYC verification is a standard and mandatory procedure for all licensed casinos before processing withdrawals.

I truly hope that the verification will be completed as quickly as possible on the casino’s side and that your payout will follow soon afterward.

Please rest assured that I will continue to monitor your case closely until everything is fully resolved.

Best regards,

Karla

Do you think it's normal that after waiting 24 days for a withdrawal, you're now telling me I have to go through a verification process?

How long will it take now to verify my documents?

I'm being made to go through this verification process because I filed a complaint on GuruCasino about Posido.

Please lower the rating for this casino!

They refuse to accept the documents I sent for my credit card.

They are asking me for the period from August 20th to September 20th.

I withdrew it from my bank as instructed, it clearly shows my deposits made at the Casino, and it was also sent in PDF format as requested.

Now I really think they're going to keep my money.

I can send you the statements to your email address if you'd like, so you can verify that they are correct.

Hello, Posido Casino is refusing to accept my bank statement and won't tell me why. My statement is correct, it's the original from the bank, and it's in PDF format. It also covers the period they're asking for, from August 20th to September 20th.

I've send by email to. karla.m@casino.guru the statement for your review; it clearly shows the deposits I've made to that casino

. Please help me, they're holding €700 of mine and trying to steal from me.

On November 5th, they continued to request my credit card statement. I sent it again in PDF format, the original from the bank, fulfilling all the requirements, AND THEY DENIED IT AGAIN AND REFUSED TO VERIFY IT. FURTHERMORE, THEY WOULDN'T TELL ME THE REASONS.

MY MONEY HAS BEEN STOLEN, I DON'T KNOW WHAT TO DO

Hello beruco-26,

Thank you very much for your message and for keeping me updated.

I understand how upsetting and stressful it must feel to wait this long, especially after providing all required documents several times.

Please try not to worry — we will continue to follow your case closely and make sure it moves forward as quickly as possible.

To help me review the situation in more detail, could you please send me the same documents you have already submitted to the casino to my email address: karla.m@casino.guru?

Once I receive them, I will carefully check if everything seems correct and if anything else might be needed for a successful verification.

Thank you again for your cooperation and patience.

Dear Posido Team,

I hope you are doing well and having a pleasant week.

I would like to kindly follow up regarding the ongoing verification process for the player beruco-26.

Could you please share a short update on how the KYC verification is progressing?

It would also be very helpful if you could let us know whether the player needs to provide any additional or alternative documentation to complete the process successfully.

We truly appreciate your time and assistance with this case and fully understand that verification procedures can sometimes take longer due to internal checks.

Thank you in advance for your cooperation and for keeping us informed.

Best regards,

Karla

Dear all,

Thank you for your patience.

We are pleased to confirm that all documents have been received and verified, except for card's **1935 bank statement document.

Due to security reasons, we cannot accept an online banking transaction history export. Instead, we require an official bank-issued PDF bank statement containing all transactions for the period of 20.08 - 20.09.

We kindly urge beruco-26 to provide the document in response to our most recent email so we can complete the verification and process the withdrawals.

We rely on your understanding and cooperation.

Kind regards,

Posido Casino

I am informing you that the document I have sent you, according to a telephone conversation with my bank CAIXABANK, is completely valid and meets all legal requirements since it is extracted from the app with my access codes which are private and personal.

According to my bank, only the account holder can download this document, therefore it is completely VALID.

Furthermore, it is downloaded in the original PDF format from CAIXABANK and meets the requirements they ask of me from August 20th to September 20th, bank logos, holder, and card number.

Posido Casino managers, stop stealing my money, stop making up false laws, and accept my document.

I'm going to send that document to GuruCasino so they can see that I'm right...

Dear Posido and GuruCasino, I went to my bank CAIXABANK and they gave me the statement that Posido requested regarding my credit card ***1935

I uploaded it to the platform and also sent it by email to support@posido

This document is in the bank's original PDF format, and they have also sent me an SMS code to my mobile phone so I can download it.

I'm sending you EVERYTHING: THE SMS, THE CODE, AND THE BANK EMPLOYEE'S EMAIL.

NOW THERE IS NO REASON NOT TO VERIFY MY ACCOUNT.

IF THEY DON'T GIVE ME MY MONEY, THEN THEY WILL BE ROBBING ME.

Dear Posido Casino Team,

Thank you very much for your continued cooperation and for the clarifications you have already provided.

To help us understand the current situation more precisely and ensure that the verification process is handled with full transparency and fairness, we would kindly ask you to provide a short explanation of why the player’s most recent verification document was declined.

If possible, please also specify which exact requirement was not met — for example, whether the document lacked a specific element, format, or detail that your verification team requires.

This information will help us ensure that the player fully understands what is needed and can provide the correct version without unnecessary delays.

We sincerely appreciate your time and assistance with this case and remain confident that, with your cooperation, we can help the player complete the verification smoothly.

Best regards,

Karla

GuruCasino representatives, I still haven't received any response.

The document was sent exactly as instructed, but they refuse to approve the verification and are not responding to emails...

Please inform all customers so they don't play at this casino again.

Dear beruco-26,

Thank you for your patience during this time.

Please be informed that all documents have been received and are currently being reviewed. Once the verification is complete, we will process your withdrawals with the utmost priority.

If any questions arise in the meantime, please do not hesitate to contact us.

Kind regards,

Posido Team

Dear Posido Casino, you have had my credit card document since November 6th.

I went to my bank specifically to get this document, as you instructed. And it clearly meets all your requirements.

I've been dealing with this whole process since October 4th, when I requested my €500 withdrawal.

This is intolerable

Hello beruco-26,

Thank you very much for your continued patience and cooperation throughout this case.

I completely understand how frustrating this situation must feel after such a long wait. Please allow a little more time while the verification process is being finalized.

Dear Posido Casino Team,

Thank you for your latest update.

Could you please make sure that this verification is processed as soon as possible and let us know the final outcome once it is completed?

The player has already provided the requested documentation, including an official bank-issued statement, and is understandably concerned about the extended delay.

We would appreciate your confirmation once the KYC review is finalized and the withdrawal has been successfully released.

Thank you in advance for your cooperation and for keeping us informed.

Best regards,

Karla

This whole strategy is to buy time.

You now have 6 more days to reply!

And then they'll post another message saying they're still reviewing it and we'll give you more days to reply.

I think I have to take legal action against the casino, since you've seen that I'm right.

Dear GuruCasino, the Casino platform does not accept my bank document and keeps asking me for the same document.

As you can see, my document is completely valid; I went to my bank specifically for that purpose.

I still have €700 in my account, what should I do?

Are they going to blacklist this fraudulent casino?

I have already started the process to get the police in Spain to close this casino; I have been robbed.

They have clearly stolen my money.

They don't reply to emails.

They don't want to verify me.

As I already said, I sent the correct documentation directly from my bank's office.

Put this casino on the blacklist now.

Dear Benito,

Thank you for your continued cooperation.

Please be informed that the latest transaction history that you have sent on 12.11 is currently being reviewed by our team.

We want to reassure you that all winnings will be paid out once your account is fully verified.

Thank you for your patience.

Kind regards,

Posido Casino

Gentlemen of Posido.

The bank document was sent on November 6th.

That day I went specifically to my bank to have it created for me.

I sent it to you by email along with proof of download from the bank, the download code, the bank employee's personal email address, etc. etc...

Everything fully justified

GuruCasino has once again denied my bank document.

What's happening is completely illogical.

I repeat that I went specifically to my bank to get my bank card statement.

I have sent the document to your email so you can see that it is the correct one.

What can I do now?

The online chat service didn't give me a solution.

Dear Posido Casino Team, I hope you are doing well.

Could you please confirm whether the latest bank statement submitted by the player is still under review?

The document was originally provided on November 6th, and according to the player, all requested details were included exactly as specified.

To ensure clarity and avoid further delays, kindly inform us of any needed documents or what ti do to ensure smooth process of verification.

Both we and the player would greatly appreciate a clear update on the process, so we can understand how soon the verification can be finalized and when the withdrawal may be released.

Thank you very much for your cooperation.

We look forward to your response.

GuruCasino managers, this is clearly a scam.

Now they are telling me by email that I have to upload the documents through the platform, even though I have uploaded them about 10 times and they always deny them without telling me the reasons.

I am sending you again the official document from my bank, with proof of the email from the bank employee, the official CaixaBank download page, etc.

My only option left is to file a lawsuit.

Please put them on the blacklist now.

I will send everything back to GuruCasino so they can verify the truth of everything.

Dear GuruCasino, Posido still hasn't answered my emails, they still haven't accepted my bank document for verification and they haven't told me why.

As you have seen, I have everything legal.

What can I do now? I've lost €680.

Should I report this to the police?

Dear beruco-26 ,

Thank you for your cooperation.

Please be patient we are checking your case with the relevant department and will update you soon.

Kind regards,

Posido Casino

Hahahahahahaha. Is this a joke?

It's been almost two months since my account was verified. Clearly, everything is legal.

Today I will file a lawsuit against this casino and another complaint with the consumer protection office in Spain.

Put them on the blacklist now.

Dear Posido Casino Team,

Thank you very much for your continued cooperation.

To ensure full clarity for all parties and to help the player complete the verification process successfully, I would kindly ask you to provide a more detailed explanation regarding the latest document submitted.

The player has already provided a bank-issued PDF statement covering the requested period, and according to the information shared, all elements appear to meet the standard requirements (bank logo, account holder details, date range, and card reference).

To avoid any further misunderstandings or delays, could you please clarify the following:

1. Which specific requirement of your KYC procedure was not fulfilled by the submitted statement?
2. Is there a particular element or format that your verification team needs but did not find in the document?
3. What exact version or type of document should the player provide to successfully complete the review?

A clear explanation would greatly assist the player in preparing the correct documentation and allow the verification process to move forward without unnecessary complications.

We sincerely appreciate your time and assistance and look forward to your clarification.

Dear all,

Thank you for your continued patience and cooperation.

We would like to kindly draw the complainant’s attention to the fact that the submitted bank statement appears to be a digital copy. To complete the verification process, please provide an original, unedited PDF transaction history for card ***1935, showing all transactions from 20.08 to 20.09.

We rely on your cooperation to resolve this matter.

Kind regards,

Posido Casino

My bank statement is not a digital copy; it's a completely original document from the bank. I went there specifically because they have to create it for the selected dates. The statements are issued from the 1st to the 1st of each month, which is why the bank employees generated it for me, and it's official. I'm sending you proof of the employee's email and the official download method, since you have to enter my secret code to download it. I repeat, IT IS NOT A COPY, AND THEY ARE LYING. I HAVE ALREADY FILED A POLICE REPORT AGAINST THEM.

All is LEGAL!!!!!

Dear Posido Casino Team,

Thank you very much for your latest update, and for continuing to cooperate with us on this case.

To ensure full clarity for all parties and to help the player understand what is required, I would kindly like to ask for a small clarification regarding your most recent statement.

You mentioned that the submitted bank statement appears to be a digital copy.

To assist the player in preparing the correct version and to avoid any further misunderstandings, could you please share:

– what specific indicator or element led your verification team to conclude that the document is a digital copy rather than an original bank-issued PDF?

This will greatly assist both sides in moving the verification forward smoothly.

Thank you very much for your time and cooperation.

Dear all,

We hope you are well.

We've forwarded the ultimate bank statement document to karla.m@casino.guru. Please note that the text cannot be copied, indicating that it is an image-based copy, rather than an original PDF file.

We kindly urge the complainant to share an original PDF transaction history for card ***1935 showing all incoming and outgoing transactions from 20.08 - 20.09. Once the verification is complete, we will process all pending withdrawals with high priority.

Your cooperation is much appreciated.

Kind regards,

Posido Casino

Is this a joke?

I went specifically to my bank CAIXABANK to get the statement with the dates you are required to give me, from the 20th to the 20th.

I have not forged anything and IT IS NOT A DIGITAL COPY.

THEY ARE LYING AND STEALING MY MONEY.

I HAVE ALREADY FILED A COMPLAINT WITH THE SPANISH POLICE.

Dear beruco-26,

Thank you very much for your update, and for all the effort you have already invested into providing the requested documentation.

I fully understand how frustrating this situation must be, especially after visiting your bank in person and submitting everything exactly as instructed.

To help me support your case as effectively as possible, I would kindly like to ask you for one additional thing:

If you have any email communication from CAIXABANK confirming that the document you received is an original bank-issued PDF, could you please forward it to me at karla.m@casino.guru?

This may include:

• an email from the bank employee,
• confirmation of how the document was generated,
• or any message explaining that the PDF is official and valid.

Having this extra confirmation from the bank will help me clearly demonstrate to the casino that the document is authentic and meets their requirements.

Thank you very much for your cooperation — I truly appreciate your patience throughout this long process, and I will continue to follow your case closely.

Dear Karla:

I have sent you an email where you can clearly see the email from the bank employee that was sent to me.

Dear Posido Casino Team,

I would like to inform you that I have carefully reviewed the email communication provided by the player, including the proof of payment method and the bank statement. From our side, everything appears to be in order, and the documents provided meet the standard requirements we usually verify in similar cases.

If there are any additional concerns or specific issues that you are unable to disclose publicly in this thread, please feel free to contact me directly at karla.m@casino.guru. I will be happy to address any points confidentially and assist in moving this verification forward as smoothly as possible.

Thank you for your cooperation.

Dear Benito,

Thank you for your continued patience and cooperation.

We are happy to inform you that your account is fully verified.

All pending withdrawals have been processed. You can expect each subsequent request to be paid out within our standard timeframe of three business days.

If you have any questions or concerns, please let us know.

Kind regards,

Posido Casino

Dear beruco-26,

Could you please confirm whether:

Your account now shows as fully verified, and You are able to successfully withdraw your remaining balance without any further issues?

Your confirmation will help us ensure that everything has been resolved correctly on your side as well.

Thank you in advance — I look forward to your reply.

First of all, thanks to GuruCasino and Karla for helping me recover my money after almost 3 months of struggle.

As I already told you, I have everything legal...

I have already received all my money.

Thank you GuruCasino

Dear beruco-26,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Karla Mayfly

Casino.Guru