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I requested a withdrawal of €124 on 10/9. It is now 20/9, 10 days later, and my request is still inactive and unprocessed. Despite my multiple daily communications via chat, I have not received a clear answer. When I asked for the company's details out of genuine interest, they avoided providing them and even closed the chat. 10 days to complete a withdrawal is unacceptable! And of course, I am not receiving serious responses but silly excuses such as "you are right, and we apologize."

Έχω κάνει ανάληψη 124€ από τις 10/9. 20/9 σήμερα , 10 μέρες μετά ακόμα το αίτημα παραμένει σε αδράνεια καμία επεξεργασία και παρα τις καθημερινές πολλαπλές μου επικοινωνίες μέσω τσατ δεν έχω πάρει μια καθαρή απάντηση. Μάλιστα όταν ρώτησα από καθαρό ενδιαφέρον τα στοιχεία της εταιρείας απέφυγαν να μου τα δώσουν κλείνοντας μάλιστα το τσατ. 10 μέρες για να ολοκληρωθεί μια ανάληψη είναι τρομερό ! Και φυσικά να μη λαμβάνω σοβαρές απαντήσεις αλλά χαζές δικαιολογίες του τύπου έχω δίκιο και απολογούμαστε.

Dear iankaram,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Petronela

Two weeks have passed and the withdrawals are "pending". Every time I ask in the chat they tell me the same thing, that we are sorry and the money will be credited soon. No casino verification required yet.

Έχουν περάσει δυο εβδομάδες και οι αναλήψεις είναι «εκρεμείς» . Κάθε φορά που ρωτάω στο τσατ μου λένε το ίδιο πράγμα , ότι λυπούμαστε και τα λεφτά θα πιστωθούν σύντομα . Δεν απαιτείται επαλήθευση από το καζίνο μέχρι τώρα .

Today is day 14 and I have not received anything yet

Σήμερα είναι η 14η μέρα και δεν έχω λάβει τίποτα ακόμη

Thank you very much, iankaram, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello iankaram,

I'm Michal, and I have taken over your complaint. I have reviewed your case and will contact the casino to shed more light on this matter.

We would like to invite Posido Casino to join the conversation.

Dear Posido Casino,

Could you please clarify the reasons for the delay in processing the player's withdrawal?

Hello, 

We are glad to confirm that your all three withdrawal request has been processed, and the money has been sent from our side on 27th of September 2024.

The funds can take 3 - 5 working days to appear in your account, however, this is subject to the payment method used and your bank standards.

Our team wishes you all the best for your future activities!

Best regards,

Posido Casino Team. 

Thank you for your response, Posido Casino Team.

Dear iankaram,

Kindly inform me upon the receipt of the funds, so that I may proceed to close your complaint as resolved.

Dear iankaram,

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.

Yes I have received them thank you very much

Ναι τα έχω λάβει ευχαριστώ πολύ

Dear iankaram,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

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 Rate Casino Guru (trustpilot.com). An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Michal

Casino.Guru