Posido Casino - Player’s withdrawal is delayed due to account information issues.

Hello support team. I have contacted the Posido Casino support team repeatedly to change my personal information in the account to match my personal identity information and bank account so that I can withdraw the winnings smoothly and without any complications and without conflicting with the casino policies, but I do not get the appropriate response. They only send random messages and do not give me the correct answer. Sometimes they say that I cannot change it and other times they send a message with the necessary documents but do not say how or when to send them. Now I have a large winning amount in my account and I cannot withdraw it because I want to update my data and personal information on the site.

Hello,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Posido Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• How long have you been a player at this casino, please?
• Have you provided accurate and correct personal information upon registration?
• Have you passed the KYC verification, please?
• What is the reason for the personal information update?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Katarina

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.

Hello Katarina.

I have been playing on the platform for about a week. I did not provide accurate or correct personal information when registering, and I have not yet completed the process KYC. I want to update my personal information to match my real identity, data and documents to ensure that my profits are withdrawn without any problems. 

And you must know that I made all my deposits using a "pay safe card" which is an allowed method in the site,but can't withdraw with it, so we need to change the withdrawal method please.

Hello,

thank you for your reply.

After a thorough review of your case, we've determined that we are unable to offer assistance at this time. Our decision is based on your own confession of providing inaccurate information during your initial registration. This constitutes a violation of the casino's terms and conditions, which unfortunately prevents us from mediating any dispute on your behalf. We regret any inconvenience this may cause.

You can also find it in the casino terms and conditions:

3.2 Your account with the Website must be registered in your own, correct, name. Only one account per person, per household/address, per phone number/email, and per IP address is allowed. Any other accounts that are opened on the Website will be considered as "Duplicate Accounts". You must not attempt to open a Duplicate Account, including by providing false or alternative credentials. If you open or attempt to open any number of Duplicate Accounts, we reserve the right to close some or all of your accounts without any compensation and apply the following sanctions:

each action performed using a Duplicate Account is considered void;

any promotions that the Duplicate Account has participated in will be cancelled;

any winnings obtained on the Duplicate Account will be void. Any processed withdrawals will be reversed and will be owed back to the Company;

the Duplicate Account will be closed without an option to reopen it.

Please ensure that you provide accurate and up-to-date personal information when registering at the online casino.

Because of the aforementioned reasons, we have to reject your complaint.

I'm sorry I could not be of more assistance on this occasion. If you run into any issues with any other casino in the future, don’t hesitate to contact us. We are here to help.

Best regards,

Katarina