The player from Germany had been waiting over 10 days for her withdrawals to be processed, which remained in 'pending' status. She suspected that this delay was intentional to encourage further play and felt it constituted a scam. Additionally, she had been unable to successfully block her account despite multiple requests and sought compensation. The Complaints Team was unable to proceed with further investigation due to the lack of response from her to inquiries and reminders, resulting in the closure of the complaint. The player retained the option to reopen the complaint in the future.
Posido Casino - Player's withdrawals are delayed and account blocking is not processed.
Closed
Our verdict
Player stopped responding
Amount: €4,000
Posido Casino
Safety Index:HighCase summary
Discussion
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1 year ago
Translation
Good day.
I tried to make withdrawals. Unfortunately, it took over 10 days and the status is still "pending." This is done on purpose to encourage reuse. I consider it a scam. I've also been trying to block myself for months. After multiple attempts, they haven't blocked my account.
I want compensation and to have my account permanently blocked. Can you help me?
Automatic translation:
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1 year ago
Dear Loki20,
Thank you very much for submitting your complaint. I’m sorry to hear about the problem you’re experiencing. To better understand your situation and facilitate a resolution, could you please provide answers to the following questions:
- What method of withdrawal did you use, and have you encountered any specific error messages during this process?
- Is your withdrawal request still pending, or have you canceled it in the meantime?
- Have you passed the full KYC verification?
- Could you please forward me the emails you sent to the casino with your account closure requests, along with the casino's responses? My email address is veronika.f@casino.guru.
I hope we will be able to help you resolve this issue as soon as possible.
Thank you 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.
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1 year ago
Dear Loki20,
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.
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1 year ago
TranslationPlease tell posido to delete my account forever. I don't want any more.
Can you help me with this?
Automatic translation:
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12 months ago
We are able to assist players with closing their accounts only if they suffer from a gambling addiction.
When applying for self-exclusion, it is essential to clearly state the reason why you want your account to be deactivated and to specify the desired exclusion period. Additionally, please ensure that the subject line of your email is clearly marked, as casino support teams receive a large number of messages daily. A clearly labeled subject will help ensure your request is noticed and handled more quickly.
It is also highly recommended that you keep a copy of your self-exclusion request as proof, in case any issues arise later.
Example of a proper self-exclusion request:
Email Subject: Self-exclusion due to gambling addiction
Player Information:
First name:
Last name:
Date of Birth:
Casino login:
Email address:
Email Body:
Greetings [Casino name / Support team],
I’m writing to inform you that I wish to be immediately self-excluded from this casino and from receiving any gambling-related marketing materials for a minimum period of [X months / years / lifetime].
The reason for this request is gambling addiction.
I acknowledge that I will not be allowed to rescind my self-exclusion during this period, and that the exclusion cannot be lifted before the end of the agreed timeframe.
Kind regards,
[Your full name]
Please fill out this template, send it to the casino at support@posido.com, and add my email address veronika.f@casino.guru as the CC. Thank you for your cooperation.
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11 months ago
Dear Loki20,
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.
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11 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Veronika
Casino.Guru
