Posido Casino - Player's withdrawal is delayed and communication is unclear.

On April 10th I made a deposit of 20 euros via fun id, there was a promotion going on for which I was credited with another 20 euros. I played with 20 euros and another 20 with a 35X wagering requirement. I won almost 3000 euros, 1500 I managed to immediately move to withdrawal and I played the rest. I am speaking to the operators every day and they all give me inaccurate and misleading data. They say that there are delays in the financial department, someone told me that there was a problem with my bank and when I pointed out that the money had not yet arrived at my bank, she quickly closed the chat and paid me out, someone told me that the withdrawal was in the final, this morning that it was being processed. Help me because I don't know what to think anymore.

Dear marcellacau5,

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.

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

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Hi Veronika and thank you for agreeing to help me. The verification was completed, as soon as I won I immediately asked an operator if everything was ok and I was told that there were no checks to do. I have never made withdrawals with them, it is the first time I entered that casino. At the time I had an active bonus, in the sense that I recharged 20 euros and with the 100% deposit promotion they gave me another 20 euros with a 35X wagering requirement with these I won that sum which was then transferred to the real balance

Update: this morning they credited my first requested withdrawal, the other two still nothing

Hello everyone, I wanted to inform you that finally after 20 days I have received all three requested credits. Now there is a very strange thing. In the Posido casino when you deposit you receive shells as a reward, which you can exchange for free spins or a balance, I got to the point of exchanging my shells for 20 playable euros. Now comes the best part ... I try to exchange the shells and it always gives me an error. Then I call customer service again, after having me delete cache, cookies and having me almost erase myself from the face of the earth and restart the phone, the response of the tenth operator arrives, obviously I stressed them also for this matter. He tells me that by decision of the competent department, I cannot access any promotion at the moment, obviously I ask why and obviously no one gives me a certain, clear and exhaustive answer. The fact is that they have blocked my access to the promotions not only on Posido, but on all the casinos belonging to their chain. Now I'll wait a few days to see if he'll let me withdraw these shells and then I'll block any kind of contact with these scammers and thieves. In the meantime I wanted to thank you at Casino Guru for being close to me in these anxious and nervous days and for trying to give something for me. Thank you from the bottom of my heart

Dear marcellacau5,

I’m glad to hear that you successfully received all the withdrawals you requested. However, I’m sorry to learn that the casino has revoked your access to promotions.

Please note that each casino has its own bonus policy and reward system. Bonuses are considered voluntary offers provided at the casino's discretion, and they have the right to decide who is eligible and under what conditions.

If you're unable to activate bonuses, there is likely a specific reason behind it. Unfortunately, we do not investigate individual bonus eligibility decisions, and we cannot compel the casino to provide bonuses.

Should you need assistance with anything else, feel free to let me know. Otherwise, I will proceed to close this complaint.

Thank you for your understanding.

Dear marcellacau5,

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.

Hi, can you close the complaint I have already contacted the casino to close the account because I don't want to have anything to do with them anymore. Thanks again

We’ve rejected this complaint as per the player’s explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.