The player from Germany had successfully increased his balance to €21,000 using a deposit bonus, but was unable to withdraw the remaining €12,000 due to the casino blocking his withdrawal function. Despite following customer support's instructions and reaching out for assistance, he continued to face issues and received unhelpful responses. After intervention from the Complaints Team, he eventually received all his payouts, including €4,500 prior to his account deactivation, and confirmed that the issue had been resolved.
Posido Casino - Player's withdrawal has been blocked.
Resolved
Our verdict
Case closed
Amount: €12,000
Posido Casino
Safety Index 8.0 HighCase summary
Discussion
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1 year ago
Translation
Hello
So I deposited €150 and received a 100% deposit bonus. I then used this bonus to temporarily increase my balance to €21,000. The balance is completely wagered and there is now €12,000 left that I simply cannot withdraw because the casino has blocked my withdrawal function. I have followed all of the customer support instructions and I keep getting the same error message. I have been writing to support for hours and they were even trying to give me manual instructions, but nothing has happened. I have already contacted a streamer and asked him for help, but nothing has happened. Now whenever I contact support I get some kind of stupid answer, which I wait minutes for, and I am kicked out of the chat at the same time. Please help me. Oh, I would like to attach the chat history, but it was not sent to me by email even though I clicked on it. Regards, Nikolas P.
Edited by a Casino Guru admin
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1 year ago
Dear Nickpelz,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
Could you please specify the bonus?
Is it correct that you have not been able to withdraw anything so far?
Could you please confirm that you have passed the KYC verification?
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.
Best regards,
Dominika
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1 year ago
TranslationSo it was a non-sticky welcome bonus of 100%, meaning €150 for a €150 deposit. Yes, it's true that I haven't been able to withdraw anything yet. I haven't been allowed to do the KYC verification yet, and I've asked customer service about it many times, but they refuse.
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1 year ago
TranslationIt's difficult to send you chat histories because they simply aren't delivered to me, even when I click on the link after the chat. And it also says that it was sent to the email address.
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1 year ago
TranslationHello, I would like to put my complaint on hold for the time being because I have now deposited another €20, gambled it away and suddenly I have progressed further in the withdrawal process!
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1 year ago
Dear Nickpelz, has the amount you wish to withdraw from the casino changed?
Please keep us updated once you receive the funds or if anything else happens.
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1 year ago
TranslationHello, dear Casino Guru team. I have now requested withdrawals, but they are simply not being processed. I have not received a cent yet and I have not been granted verification. Nothing is happening. Unfortunately, I am frustrated and have lost another €5,500, so now it is only €6,500 that I want to withdraw. The casino is violating its own terms and conditions, which state that withdrawals are processed within 3 days. When I request verification so that I don't have to wait any longer, I am refused. I should actually still get the €12,000 because the casino is violating its own terms and conditions.
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1 year ago
TranslationSo, the first 1500 arrived with the help of a streamer, but that's it. Now I've requested the next 1500, and nothing has happened for over a week. It's frustrating. The casino has terms and conditions, but it doesn't adhere to them, and you can't defend yourself.
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1 year ago
TranslationSo now the casino has completely deactivated my access. But I'm still getting €1,500 from them. 500 of that was already requested before my account was deactivated. I had already received €4,500 before the deactivation.
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1 year ago
Dear Nickpelz, could you please let me know if the casino gave you any specific reason for why your account was deactivated?
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1 year ago
TranslationHi, I want to close my case. I've now received all my payouts. The streamer really helped me a lot. Nevertheless, I would also like to thank you for the time you put into my case. I also wish the entire casinoguru team a happy Easter.
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1 year ago
Dear Nickpelz,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Dominika
Casino.Guru
