The player from Germany faced delays in receiving his winnings of €3,000 from Posido Casino, which he had requested withdrawal for two weeks prior. Despite previous assurances from support, he had not received any funds, and ongoing technical problems prevented him from verifying his identity. He requested the full amount in one lump sum and sought assistance in resolving the issue. The Complaints Team intervened, and the player received a total of €2,000 in payouts, with the remaining €1,000 being requested in smaller amounts. The complaint was marked as resolved after the player confirmed receipt of the funds.
Posido Casino - Player's withdrawal is delayed.
Resolved
Our verdict
Case closed
Amount: €3,000
Posido Casino
Safety Index:Very highCase summary
Discussion
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6 months ago
Translation
Dear Casino Guru Team,
I would like to file a complaint against Posido Casino because my winnings have not been paid out for weeks.
On August 13, 2025, I won a total of €3,000 and then stopped playing.
The casino officially only allows a maximum of 3 parallel withdrawals, each of €500 per day.
I initially requested withdrawals three days in a row, but did not receive any money until August 26, 2025.
After that, I canceled all three withdrawals and only re-requested one withdrawal (on August 26, 2025).
Today is September 9, 2025 – and to date I have not received a single cent.
The live chat puts me off every day with identical statements ("technical problems," "please wait").
I am unable to verify my identity because there is no function or prompt for it.
On August 19, 2025, an employee in the chat even explicitly promised me that I would receive my money "within 24 hours." I saved a screenshot of the chat history. But even after this assurance, no money arrived.
I therefore expressly request the full payment of the entire €3,000 in one lump sum.
It cannot be that only partial amounts are repeatedly discussed, thereby artificially prolonging the process.
I request your support and an investigation into this case. I enclose all evidence (including screenshots of the chat history with the payout guarantee).
Thank you in advance.
Best regards
Automatic translation:
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6 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 better understand the situation.
- Have you made any successful withdrawals from the casino in the past?
- Have you accumulated your winnings with the help of a bonus?
- Could you please share your communication with casino support, where the reasons for the delay are cited? Send the information to my email at tomas@casino.guru or post screenshots here.
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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5 months ago
TranslationHello Tomas,
Thank you for your feedback and support. Here are the answers to your questions and all relevant evidence:
Past payouts
I've already successfully received two smaller withdrawals in the past. These were before my current winnings.
bonus
My current winnings originally came from a bonus.
However, I fully met the bonus terms and conditions – after which Posido automatically converted my balance into withdrawable real money.
First, I earned €1,700 with the bonus.
After that, I continued playing with real money and won an additional €1,300.
My total balance is now €3,000, all in real money.
Support communication
I get fobbed off every day in live chat with the same answers ("technical problems," "please be patient").
An employee even promised me in writing that I would receive my money "within 24 hours" – this never happened. (Screenshot attached.)
I was unable to complete a verification process because I was never asked to do so.
Account balance / proof of real money
I am attaching a current screenshot of my Posido account:
It is clearly visible there that my bonus balance = €0.
My account balance consists only of real money.
Of this, €1,500 is currently in the withdrawal process and another €1,500 is in real money balance in my account.
👉 So overall, I'm still waiting for the payout of my entire €3,000, even though all the conditions have been met and my balance is shown as real money.
Thank you for your help in resolving this issue.
Best regards
Automatic translation:
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5 months ago
Thanks for the detailed explanation of the situation.
- Has the casino processed one or more of your payouts?
Please let me know.
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5 months ago
TranslationHello Tomas,
Thank you for your feedback.
Before my big win, I had already successfully received two smaller payouts of €500 each.
However, since my win on August 13, 2025 (€3,000), I have not received any further payouts.
Despite repeated promises in live chat ("You will receive your money within 24 hours"), nothing has happened to date.
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5 months ago
TranslationHello Tomas,
I would like to inform you that I have now received the first payout of €500 from Posido.
However, I am still missing €2,500 of my winnings.
The casino is delaying the remaining payout, and I'm repeatedly fobbed off with the same excuses ("technical problems," "please be patient") in the live chat.
I still demand full payment of my entire €3,000, not just small amounts.
Best regards
Automatic translation:
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5 months ago
Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@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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5 months ago
Dear player,
My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Posido Casino representative to join this conversation.
Dear Posido Casino,
Could you please provide clarification regarding this case?
Thank you in advance.
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5 months ago
Dear Posido Casino,
We will be waiting for your update.
Thank you for your cooperation.
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5 months ago
TranslationHello,
Thank you very much, I have now received the payout of €1,500.
I will now request three more payouts of €500 each.
I hope that these payments will also be credited to my account in full within the three business days you specified.
Best regards
Automatic translation:
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5 months ago
Thank you for he update.
Please notify me, when you receive the rest of the disputed amount.
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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 hassantaleb2404,
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,
Mirka
