The player from Germany had requested a withdrawal prior to submitting their complaint. Unfortunately, their winnings had not been received yet. The player experienced issues with blocked withdrawals totaling €29,000, which were restricted due to verification requirements. After several communications, the casino confirmed that the withdrawals had been processed, but delays continued, leading to further complaints. Ultimately, the complaint was closed due to a lack of response from the player, though the player retained the option to reopen the case in the future.
Posido Casino - Player’s withdrawal has been delayed.
Closed
Our verdict
Player stopped responding
Amount: €29,000
Posido Casino
Safety Index:Very highCase summary
Discussion
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9 months ago
Translation
Hello. I won money 5 weeks ago, they paid out 3 times. And for the last 2 weeks I've had nothing. I waited 6 days for payouts, then they canceled them all. And my payout request is restricted, and there's nothing I can do. They're asking me for a photo of my passport and my card. I've sent all of that. But for the last 3 days they've sent me a request for a bank photo six times. It never works. I've asked several times what's wrong. Their answer is always the same. Wait and be patient.
I ask for help.
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9 months ago
Dear Wadim78,
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
Dear Wadim78, please allow me to ask you a few questions, so I can understand the whole situation completely.
Are there any pending withdrawals in your casino account?
Could you please confirm that you have passed the KYC verification?
Did you accumulate your winnings with or without an active bonus?
Could you please share your communication with the casino regarding the canceled 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 Dominika. They've restricted my withdrawals, and I no longer have access to them. They've blocked the €29,000 I won. They want me to verify my identity, but I don't know what they need. When I click on the link they sent me, it says "Photo of bank card accepted," but I have to upload everything listed below. But it's not there. I can send them a photo.
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9 months ago
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That's what it says upstairs when I go in to play.
when I click on the link it says
And as you can see, I can't upload anything. I've already emailed them, but haven't received a response.Automatic translation:
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9 months ago
TranslationHow likely are I to get my money? Can we borrow the money from them?
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9 months ago
TranslationWhat can you say about this casino from your experience? Are they scams or a legitimate casino? I've been playing with them for 1.5 years. I've always won, and then lost again. I've never cashed out anything early. That's why I didn't know they had such problems with payouts.
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9 months ago
TranslationIn the first week, they transferred three payments to me: €500, €500, and €800, and now nothing for 16 days.
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9 months ago
Dear Wadim78, have you been able to successfully upload and submit the documents requested by the casino?
Did you play casino games or bet on sports?
If I understand correctly, your winnings have not been confiscated, but you simply cannot withdraw or access the funds until your verification is completed — is that right?
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9 months ago
TranslationHello. My account has been verified since yesterday, but withdrawals are blocked by the casino. I've sent several emails and asked in the chat. There's no answer. They just say to write your concerns via email. I wrote that two days ago. Today I received a reply saying they don't understand what I want and that I have to write another, detailed email. They're deliberately delaying me.
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9 months ago
TranslationI've sent them another message now. I can't be more detailed.
Hello. I've already sent 11 messages. And none of you understand what I want. How can this be? I want to withdraw my winnings, and they won't let me. They've RESTRICTED my withdrawals again because they don't understand.
I can't withdraw my money because they have restricted my withdrawals.
I specifically gave a reason again.
Why is my money RESTRICTED??????????
When can I cash out???????????
What else do I have to upload to get my money?????
Open my gaming account and you'll see what I mean. Go to the withdrawals section, and it says: CASINO HAS LIMITED YOUR WITHDRAWALS
DO YOU SEE THAT ????????????
Why???????????
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9 months ago
Dear Wadim78, have you been finally able to submit any withdrawal requests successfully? Has the technical issue mentioned by the casino (related to the payment provider) been resolved?
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9 months ago
TranslationHello, they sent a message at 11:58 that I can withdraw again, but instead of the 1500 euro daily limit that I'm supposed to have, they made it 800 euros. So they keep trying to rip me off. I've now written to them, asking them to increase it to 1500 euros.
Thank you very much for your support, I hope I get everything.
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9 months ago
Dear Wadim78, if I understand correctly, your current withdrawal limit is now €800 per day, and you were allowed to make a withdrawal.
Could you please confirm whether this is indeed a daily limit, and if you will be able to submit two additional withdrawal requests after this one — so that you have three withdrawals pending, each for €800?
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9 months ago
TranslationYes, I've now submitted a withdrawal request for 800 euros. I can only submit two more requests tomorrow and the day after tomorrow because there's one withdrawal per day. But they're supposed to pay me 1500 euros per day.
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9 months ago
Thank you very much, Wadim78, for providing the necessary information. I will now transfer your complaint to my colleague Romi (romana.r@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.
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8 months ago
Dear Wadim78,
I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.
I would like to invite the Posido Casino's representatives to join this discussion and provide any available information to help resolve this issue.
Dear Posido Casino,
Could you please provide detailed information about this case?
Thank you in advance for your response.
Best regards,
Romi
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8 months ago
TranslationHello. My account has been verified for a week, and they still haven't paid out. I've been waiting for a payout for a week. 😡😡😡😡 What else can we do?
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8 months ago
Dear Wadim78,
We would kindly like to apologize for the delay and any inconvenience this may cause.
Please be assured that we are working with high priority on your case.
We will inform you with further updates as soon as possible.
Thank you for your patience and understanding.
Best regards,
Posido Casino team
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8 months ago
Dear Wadim78,
We are happy to confirm that your withdrawals have been processed, and the money has been sent from our side.
The funds can take 3 - 5 working days to appear in your account, however, this is subject to the payment method used and your bank standards.
Best regards,
Posido Casino team
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8 months ago
TranslationHello. I received 2400€ today, thank you.
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8 months ago
Thank you all for your cooperation.
Dear Wadim78,
We'll wait until you receive all the funds. Please keep us updated.
Respectfully,
Romi
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8 months ago
TranslationHello everyone. The numbers aren't coming back. They paid out once and haven't paid out again. I've been waiting since last Tuesday.
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8 months ago
Dear Wadim78,
Please let us know whenever you receive more money.
Thank you.
Best regards,
Romi
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8 months ago
TranslationHello. Shouldn't we file a complaint? Today marks 14 days of waiting.
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8 months ago
Dear Posido Casino,
Could you please tell us what is going on with this case?
Best regards,
Romi
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8 months ago
Dear Wadim78,
We are truly sorry for the delay. Please accept our sincere apologies for the situation.
Your withdrawals have been scheduled for today.
Best regards,
Posido Casino team
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8 months ago
Dear Wadim78,
Could you update us whenever you receive the withdrawal, please?
Thank you.
Respectfully,
Romi
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7 months ago
Dear Wadim78,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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7 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Romi
Casino.Guru
