The player from Australia had a pending withdrawal that was delayed for over 7 days without any response from the casino despite having emailed them. Live support assured him that his withdrawal was prioritized, but there was no progress. The issue was resolved after the player marked the complaint as resolved, indicating that the casino had taken action regarding his withdrawal. We acknowledged the player's cooperation and confirmed the resolution of the complaint.
Posido Casino - Player's withdrawal is delayed.
Resolved
Our verdict
Case closed
Amount: A$2,250
Posido Casino
Safety Index:Very highCase summary
Discussion
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5 months ago
My withdrawal is pending for more than 7 days now. I have emailed them and there is no response from the casino. If I contact to live support, they say my withdrawal is in priority list and will be processed soon everytime.
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5 months ago
Hello,
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 the 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,
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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5 months ago
it’s been 8 days and they haven’t reviewed yet. Customer service reply with different reason everyday. When i emailed them they didn’t even respond for 3 days now. I don’t mind even if they only review this. It’s been 8 days they have done nothing.
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5 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 Caesarkk,
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,
Kristina
