The player from Germany had requested a withdrawal two weeks ago but had yet to receive her funds, despite being informed that the money had already been sent. After communication with the Complaints Team, her issue was marked as resolved, indicating that the necessary steps had been taken to facilitate her withdrawal. The player confirmed that she had not activated any bonuses or had any pending withdrawal requests, leading to the conclusion that her account was in good standing for the cash out. The Complaints Team ensured that her concerns were addressed satisfactorily.
Posido Casino - Player's withdrawal is delayed.
Resolved
Our verdict
Case closed
Amount: €780
Posido Casino
Safety Index:Very highCase summary
Discussion
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3 months ago
Translation
I don't get my money and they say the money from her is already out
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3 months ago
Important Notice:
Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.
If anything seems suspicious, please contact us directly. Stay safe.
Dear Zainn,
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 that I can fully understand the situation.
Have you made any successful withdrawals before?
Could you please confirm that you have passed the KYC verification?
Have you accumulated your winnings with or without an active bonus?
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,
Veronika
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3 months ago
Translation
Hello,
Thanks for the reply!
I once got 300 €...and I played without bounties...
I won 2000€ many times and unfortunately I did not cash it out
.and this time I try and it doesn't work and I'm at posido VIP
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3 months ago
Translation
Posido has returned the money to Posido profile and I am still not allowed to withdraw the money even though the money should have been in my account for two weeks.
I still deposited 10 € and played and it doesn't work
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3 months ago
Thank you for the reply.
Have you activated any bonuses with your last deposit?
Have you completed the wagering requirements before you attempted to request a withdrawal?
Can you see any bar in your casino profile showing the amount that is needed to wager for your money to be withdrawable?
Are there any pending withdrawal requests currently in your account?
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3 months ago
Translation
Hello,
No, I don't have any bonuses activated. You can't withdraw any money even if you have bonuses.
They returned the money to my posido account on October 20th as I wrote and I had to play again with the full amount. I played again with the full amount and I won €1100 but I could only withdraw €800 and I withdrew €780 but it is still being processed as of October 20th
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Sensitive attachment
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3 months ago
Translation
The money is still being processed
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3 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 Zainn,
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,
Veronika
