Posido Casino - Pelaajan kotiutus on viivästynyt.

I've been waiting for two weeks for my winnings to be paid into my account.

The chat is responding but I haven't received a response from the KYC side on how they are processing my winnings. The person on the chat also doesn't give any clear reason why they are not paying or when they will pay. The chat just says I will get a response soon but this has not happened.

Olen jo kaksi viikkoa odottanut että maksaisivat tililleni voittosumman.

Chatti kyllä vastaa mutta en ole saanut vastausta KYC puolelta miten käsittelevät voittoni. Henkilö joka on Chatissä ei myöskään saa mitään selvää syytä miksi eivät maksa tai milloinka maksavat. Chatissa vain sanovat että saan vastauksen piakkoin mutta tätä ei ole tapahtunut.

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 does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Liz108,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Have you made any successful withdrawals from your account previously?
• Can you confirm that your KYC verification was completed?
• Were your winnings accumulated while a bonus was active, or without an active bonus? If a bonus was active, please specify which one.

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

I have been getting one successfull withdrawal from this casino.

i have not been playing with bonuses. I have never playd with bonuses on this Casino.

i sent all the information to them what they asked for.

I asked them if they need any other in formation or documents

They have not been answering.

Thank you for your reply, Liz108. Could you please clarify when exactly you made the last successful withdrawal, and how many days it took to be processed? Which payment method have you opted for to withdraw your winnings? Was it the same one you used in the past?

The last successful withdrawal was made about 2 or 3 months ago, it was made with zimpler or trustly and it took about one week to get it on bankaccount via zimpler or trustly. The sum was 100 €.

I am still waiting for a withdrawal. This is over one month now. The support is awful, they are over and over again asking what my question is. Even if i explain fully what my issue is. Do they understand at all what they are doing or are they just spamming and having "fun" and laughing? I dont think they will ever solve this thing. I think they stole my winnings.

Could you please let us know the current status of your withdrawal request — is it shown as "pending" or "processed" in your casino account? If possible, please attach a screenshot of your withdrawal history in this thread so we can review it.

Additionally, please forward all relevant correspondence between you and the casino to kristina.s@casino.guru, or you may post it here. Once we have that information, we’ll review it and advise on the next steps. Thank you in advance.

I can not see my casino account cause its closed. I closed it but there are winnings and they should pay cause they promised to withdraw manually. Nothing has happened and they are only sending letters like they forwarded my request and information to the appartment where they make withdrawals. They do see my account but i can not see it anymore

Dear Liz108,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

They were asking for my bank account number now for the third time. I sended it there again, but it is not safe to send ones bank account on internet so many times. My security software says that one should not visit this site.

So i will not visit their site and chat anymore. Is this site totally a scam?

Dear Liz108,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. 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 provide more information about this case and state the reason why the player has not received the withdrawals?

Thank you in advance for providing the information.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Liz108,

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