The player from Germany faced delays in withdrawing 490 Euros from his winnings of 4,000 Euros at Posido Casino. Despite having made previous successful withdrawals, customer service informed him of a system error, which led to the cancellation of his request and raised concerns about the reliability of the casino. After multiple communications and a prolonged wait, the Complaints Team intervened, prompting the casino to process the player's withdrawals. Ultimately, all requested amounts were paid out, and the complaint was marked as resolved.
Posido Casino - Player’s withdrawal is delayed again.
Resolved
Our verdict
Case closed
Amount: €4,000
Posido Casino
Safety Index:Very highCase summary
Discussion
Public
Public
1 year ago
Translation
Hello,
Posido Casino is stalling me.
A few weeks ago, I was able to withdraw a small win, but now with a larger win, I am being delayed.
I won about 4000 Euros and requested a withdrawal of 490 Euros twice according to Posido's terms and conditions. After daily contact with customer service, I was told I had to wait 3 business days. After 3 business days, there was suddenly a system error and I had to cancel my withdrawal. Now I have requested a withdrawal of 499 Euros again.
The customer service repeatedly assured me that everything is fine. I didn’t need to verify myself. I have 4000 Euros as real cash balance in my player account and I would like to receive that amount. However, I'm afraid the casino is not reliable. Please help me.
Unfortunately, I could only upload 5 attachments.
Automatic translation:
Public
Public
1 year ago
Dear tiedemann49,
Thank you very much for submitting your complaint. I’m sorry to hear about the delays with your withdrawal at Posido Casino, and I understand your frustration.
To help us better understand the situation and assist you more effectively, could you kindly provide the following information:
- Have you successfully withdrawn any funds in the past from this casino, aside from the smaller win?
- Could you confirm whether you received any emails or official notifications from the casino regarding the system error or the cancellation of your withdrawal?
- Have you been asked to provide any additional verification documents or information before your larger withdrawal can be processed?
Your cooperation is crucial in this matter, as it will allow us to gather the necessary details and resolve your case as quickly as possible. Without this information, we won’t be able to proceed with investigating your complaint.
If you have any relevant communication or documents, please feel free to forward them to [email protected], and we will review them carefully.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
Sensitive attachment
Sensitive attachment
1 year ago
Translation
Hello Petronella,
I had already received a payout of 400 euros on my credit card.
It's been about 3 weeks.
Yes, I got the answer via live chat that there was a system error and that the payment would not be made. But days before, I was assured that everything was OK.
I haven't been asked to verify myself at all.
Automatic translation:
Public
Public
1 year ago
Thank you very much, tiedemann49, for providing all the necessary information. I will now transfer your complaint to my colleague, Peter ([email protected]), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.
Public
Public
1 year ago
Hello there,
Thank you tiedemann49 for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask Posido Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.
Thank you!
Public
Public
1 year ago
Translation
Hello Peter,
Thanks for your help.
Please keep in mind that I don't just have 499 euros in my gaming account.
Of course, I would like to have the full amount of almost 4000 euros.
Thanks again for taking care.
The requested payout of 499 euros has not yet been processed by Posido.
Automatic translation:
Public
Public
1 year ago
Dear all ,
Thank you for reaching out.
We want to clarify that the customer had canceled his withdrawal 8 times in a row on his own therefor the withdrawal time frame and the processing of the withdrawal recommence every time.
We would like to also point out that the withdrawal time frame does not include weekends and public holidays, also the withdrawal limits depend on the players account level and with his current account level he can withdrawal 500 euro per 24 hours.
We want to kindly advise the customer to stop canceling his withdrawal attempts and requesting them again so finance team can start processing it.
Best Regards
Posido Team
Public
Public
1 year ago
Translation
Hello Posido,
I would like to contradict your statement. Your terms and conditions state that you can request a maximum of 3 withdrawals at the same time within 3 days. I tried that. But when I requested the third withdrawal, I was informed that the maximum amount had been exceeded. I then cancelled the third withdrawal. I tried that 3 times. I left the existing withdrawals active.
But after a week, your employees informed me that my withdrawal from Posido had been cancelled and that I had to apply for it again. See screenshot in this complaint process.
I have now requested a withdrawal of 499 euros from my winnings of around 4000 euros on December 5th, 2024...but it is still being processed.
How long should I wait for the full amount? Can I make 3 withdrawals in three days or only 2?
I hope this case will be solved soon.
Actually, I really enjoyed playing with you. 
Automatic translation:
Public
Public
1 year ago
Dear tiedemann49, Thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.
Public
Public
1 year ago
Translation
Hello Peter,
Can you please contact Posido again?
I'm kept waiting every day. The same thing is written to me every day.
On my screenshot you can see that I have 499 euros in withdrawal and there are still 3429 euros in my casino account. If Posido does not manage to pay out 500 euros within a week, then I can wait over 8 weeks until I get my money.
However, the Posido terms and conditions state that 7,000 euros will be paid out within one month.
But that doesn’t work,
I'm starting to think that the casino is a scam. And yet the security index at Posido is high.
I hope I still get my money
Edited
Automatic translation:
Public
Public
1 year ago
Thank you for the update tiedemann49, there is not much I can do in this situation. Please keep us informed about the status of your withdrawals. If you won't be able to withdraw the aforementioned 7000 euros in one month we will update the casino's review accordingly which may negatively affect their rating. Thank you in advance for your cooperation!
Public
Public
1 year ago
Translation
Hello,
I was kept waiting again today. Apparently the payout is now in the final phase.
Since no payments are made on the weekend, it will probably only happen next week. I don't believe that anymore.
How am I supposed to get all my money, 4000 euros, if it takes two weeks for the first withdrawal of 500 euros? If the money comes at all!
Is the casino doing so badly? Do they have no money or is it a scam?
Automatic translation:
Public
Public
1 year ago
Translation
Today I received the answer again that the payment is being processed but they are overloaded.
This is the daily running gag.
Please Casino Guru, get involved again and write to Posido.
Automatic translation:
Public
Public
12 months ago
Dear tiedemann49,
We are pleased to inform you that your withdrawal request has been completed.
If you have any additional questions don't hesitate to contact us.
Kind Regards,
Posido Casino Team
Public
Public
12 months ago
Translation
Hello Posido,
First of all I would like to say thank you. It really took a long time.
I hope my further withdrawals of about 4000 euros do not take so long and you can keep your processing time of 3 days.
Otherwise your terms and conditions would be wrong. They say 7000 euros can be paid out per month.
Automatic translation:
Public
Public
12 months ago
Dear tiedemann49, Thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.
Public
Public
11 months ago
Dear tiedemann49,
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.
Public
Public
11 months ago
Translation
Hello,
Unfortunately, I have only received 500 euros of my 4000 euros winnings since December 5, 2024.
At the moment, 1000 euros are being processed. I hope it's only being held up because of Christmas.
The terms and conditions say that you can withdraw 7,000 euros per month. But that's not how it works.
Automatic translation:
Public
Public
11 months ago
Thank you for the update, please keep us informed about any new developments. Thank you!
Public
Public
11 months ago
Dear all,
Kindly be informed that all of customer withdrawals are complete and paid out , also please note that he can request more than 1 withdrawal at a time and that he can request 500 euro per 24 hours with maximum 3 active withdrawals at the same time.
Best Regards
Posido Team
Public
Public
11 months ago
Translation
Hello Posido,
Unfortunately, what you wrote is not true. I can only request 2 withdrawals at the same time.
I am still waiting for 1500 euros and hope that they will be transferred to me soon.
Automatic translation:
Public
Public
11 months ago
Dear tiedemann49, Thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.
Public
Public
11 months ago
Translation
I'm still being kept waiting until today, January 7th.
Always the same excuses.
My withdrawal requests of almost 1000 euros are still being processed since December 30th.
The live chat keeps telling me to be patient.
Automatic translation:
Public
Public
11 months ago
Dear tiedemann49, Would it be possible to provide me with a bank statement showing how much you were able to withdraw in December? We will adjust the casino's withdrawing limits to the amount you were able to withdraw in that time which will negatively affect the casino's rating. You can provide any information to my email. ([email protected]) Thank you in advance for your cooperation!
Public
Public
11 months ago
Dear all ,
Kindly be informed that all of customer withdrawals are complete and paid out on our side and there are currently no pending withdrawals on his gaming account , also there is no balance left on this gaming account therefor there is nothing more to processed on our side.
Best Regards
Posido Team
Public
Public
11 months ago
Translation
Hello,
I just checked and indeed all amounts have now been paid. Thank you!
But it is sad that Casinoguru has to threaten with a worse rating before Posido actually pays the amounts. I was put off again and again for so long.
I would just like to say thank you to Casinoguru .
I would like to say to Posido, it's a shame, I enjoyed playing with you. But the way you treat customers when they win is a disgrace.
You have lost me as a customer and I play in other casinos.
Automatic translation:
Public
Public
11 months ago
Dear tiedemann49,
We’re thrilled to hear that your issue has been successfully resolved, and we’ll be marking the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation throughout the process. We’re glad that our intervention helped to resolve the situation, and we’re always here to support you if you encounter any other issues with this or any other casino in the future. Please don’t hesitate to reach out to our Complaint Resolution Center—we’re committed to helping players like you.
As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also assist others who are considering contacting us for help with online casino-related issues.
Thank you in advance for your time.
Best regards,
Peter
