The player from Germany had made three withdrawal requests of €500 each, but they remained unprocessed after 14 days. Despite repeated assurances about high priority on his payouts, the withdrawals were initially rejected by the casino after being approved. Following further communication, the casino confirmed that the latest withdrawal request had been approved and processed successfully. The issue was then resolved, and the player marked the complaint as resolved in the system.
Posido Casino - Player's withdrawals are significantly delayed.
Resolved
Our verdict
Case closed
Amount: €1,500
Posido Casino
Safety Index:Very highCase summary
Discussion
Public
Public
5 months ago
Translation
Hello, I made withdrawals of €500 each on September 5, 6, and 7. Because the limit was reached, I couldn't make any further withdrawals.
To this day, everything is still being processed and nothing is happening. I have been repeatedly put off and apologized for the extraordinary payouts and the finance department is working on my payout with high priority. It has now been over 14 days, and my birthday is on September 14th, so I am very frustrated.
Automatic translation:
Public
Public
5 months ago
Important Notice:
Casino.Guru will never ask for payments or access to your accounts 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 @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Hello,
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 better understand the situation.
- Have you made any successful withdrawals from the casino in the past?
- Could you please confirm that you have passed the KYC verification?
- Have you accumulated your winnings with the help of a 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,
Tomas
Public
Public
5 months ago
TranslationHello,
Yes, I have made successful withdrawals through Posido Casino several times, but they were always under €500.
I currently have €800 in my gaming account, plus three €500 withdrawals that still haven't been processed. I can only make three withdrawals, and no more. So I have to wait until one is processed, then I can make another withdrawal. It's really frustrating, and it's just around the time of my birthday. It's just plain annoying.
I didn't use the bonus.
And KYC verification was successful.
Sincerely, Kevin
Edited
Automatic translation:
Public
Public
5 months ago
Thank you very much for your reply.
Did the casino process one or more of your payouts?
Please let me know.
Public
Public
5 months ago
TranslationHello,
No, the casino still hasn't processed any of the three withdrawals.
Edited
Automatic translation:
Public
Public
5 months ago
Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Martina (martina.b@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Public
Public
5 months ago
TranslationHow can you help me with my problem? What can you do to solve the problem?
Regards, Kevin
Automatic translation:
Public
Public
5 months ago
Dear Kevindererste1,
My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite Posido Casino representative to join this conversation and participate in the resolution of this complaint.
Dear casino representative, could you please state the reason why the player's withdrawal has not yet been processed?
Thank you in advance for providing the information.
Public
Public
5 months ago
Dear Kevindererste1,
Thank you for bringing our attention to this matter.
We understand the importance of a swift withdrawal and would like to extend our apologies for any inconvenience caused by this delay.
Our team will investigate the issue and take action to expedite the pending withdrawals. Please bear with us just a bit longer, we will post an update once there is more information.
Your patience and understanding are much appreciated.
Kind regards,
Posido Casino Team.
Public
Public
5 months ago
TranslationWhy haven't I received an exact date after 4 weeks? I think it's a disgrace that I have to wait so long. I had over 3000€ and now I only have 2100€ because I can't pay anything in or out.
Will you compensate me for the damage???
Automatic translation:
Public
Public
5 months ago
Dear Kevindererste1,
We are pleased to inform you that your recent withdrawal request(s) have now been successfully processed by our payments team.
You should see the funds reflected in your account shortly, depending on your chosen payment method and provider processing times.
If you have any further questions or require assistance, please don’t hesitate to reach out to our support team.
Kind Regards,
Posido Casino Team.
Public
Public
5 months ago
Dear Kevindererste1
I truly do understand that you are disappointed and frustrated!. But finally, the casino has procced the requests. At this point it should only be a matter of time before the payment reaches you.
I will keep this complaint opened until your confirmation regarding successful withdrawal.
Please let me know as soon as you receive the payment.
Public
Public
5 months ago
TranslationAll my withdrawals were just rejected!!!! Are you trying to fool me? Actually, fool me???!!!! Now everything is back on my gaming account
Automatic translation:
Public
Public
5 months ago
Posido Casino Team,
can you please explained what has just happened and why?
Public
Public
5 months ago
TranslationAn hour ago, all my withdrawals were rejected. I have now received all the payouts in my gaming account!
Automatic translation:
Public
Public
5 months ago
Dear Kevindererste1,
Please be advised that the recent withdrawal requests have been declined by the provider.
We recommend using an alternative method to complete your transactions at this time. If you’re unsure about the available options or need support, please don’t hesitate to get in touch.
Thank you for your understanding and cooperation.
Kind regards,
Posido Casino Team.
Public
Public
5 months ago
TranslationI made a €500 withdrawal on June 8th using the same payment method, and it was in my account after three days. Why was it suddenly rejected now?
At first they said there had been an unusually high number of withdrawal requests and that it had to be reviewed by your finance department. Then I was repeatedly told that everything was fine with my withdrawal and that it wouldn't take long now!?
Automatic translation:
Public
Public
5 months ago
TranslationYou can make three withdrawals maximum every 24 hours in the amount of 500€
How could anyone possibly want to play with a stake of €10 and then win €10,000 when they then have to wait a month until everything is processed and paid out? That's a bad joke.
Automatic translation:
Public
Public
5 months ago
Dear Kevindererste1,
Please be informed that your withdrawal request to the payment method used in your last withdrawal on October 2 has been approved.
For quicker and smoother processing in the future, we recommend using this payment method again for your upcoming withdrawals.
If you have any questions or need help, feel free to contact our support team.
Kind regards,
Posido Casino Team.
Public
Public
4 months ago
Dear Kevindererste1,
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
4 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 Kevindererste1,
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,
Martina
