The player from Germany had been waiting for withdrawals made on June 30th and July 1st and 2nd, respectively. Despite being informed that no verification was needed, he faced continuous delays of over fifteen days without receiving any funds. The player had received the first €500 of his outstanding withdrawals, but €2000 remained pending since July 1st. The complaint was marked as resolved after the casino confirmed that the remaining funds would be processed, addressing the player's concerns about the delays.
Posido Casino - Player's withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €1,500
Posido Casino
Safety Index:Very highCase summary
Discussion
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8 months ago
Translation
Good day,
I submitted the first withdrawal request (€500) on June 30th, and the remaining €1,000 on July 1st and 2nd. I've been waiting for the money ever since. Verification isn't required, the support staff told me. For three weeks now, support has been apologizing for the delay and keeps saying "it's being verified." Fifteen days have passed, and I haven't seen a cent. This is my first withdrawal request on the site, and no bonus money has been used.
Best regards
Nils
Automatic translation:
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8 months ago
Hello,
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.
- Which games did you play - slots, live casino, sports betting, etc.?
- Is there any specific information that the support staff mentioned regarding the verification of the withdrawal requests or delay? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it 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,
Kristina
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.
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8 months ago
TranslationI mainly played live casino but also slots etc.
The support wrote the same thing every time: I should be patient, it's being processed.
I have sent you the chat transcript via email.
Greetings Nils
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7 months ago
Thank you very much for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@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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7 months ago
Hello!
Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.
I would like to invite the casino to give them a chance to explain their side of the situation.
Dear Posido Casino, in case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!
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.
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7 months ago
TranslationThe first 500€ have been transferred, but there are still 2000€ outstanding since 1.07
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7 months ago
Dear b0ngi,
We sincerely apologize for the frustration you have experienced.
Your request has forwarded to the relevant department and we expect the transaction to be successfully executed as soon as possible. However, please note that transfers may take several business days to reflect in your account, depending on your bank’s processing times.
We acknowledge your patience and understanding, and should you have any further questions, please don’t hesitate to contact us.
Thank you!
Posido Team
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7 months ago
TranslationWill the remaining €500 also take another four weeks to be transferred?
Edited
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7 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear b0ngi,
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,
Pavel
