The player from Germany had faced a delay in his withdrawal request and a systematic rejection of his verification documents by the online casino. Despite having provided all necessary documents, including bank statements, his verification had been repeatedly rejected without any given reason. This had led to frustration and suspicion of fraudulent activities by the casino. After the intervention of the Complaints Team, the casino had verified the player's account and processed his withdrawal. The player had confirmed the resolution of his issue, leading to the closure of the complaint.
Posido Casino - Player experiences payout delay.
Amount: €400
Posido Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
5 months ago
Public
Public
6 months ago
Translation
The payout duration has been exceeded again. According to your terms and conditions, it takes up to 3 business days. Unfortunately, it's been a week again and the support systematically only puts you off and is also unfortunately rude. This is infuriating. Transaction number 9920344225
Automatic translation:
Public
Public
6 months ago
Translation
The verification is systematically rejected!! I have uploaded account transactions as required by this casino. Several times!!! They make you wait and then simply reject you. I always get kicked out of the chat... I don't know what to do anymore!!! Please help me. I don't want to say anything but what they are doing is fraudulent
Automatic translation:
Public
Public
6 months ago
Translation
I requested a withdrawal on April 20, 2024. After just a week, verification was required. Even though I had already received a withdrawal before that. This was also delayed but it worked. I uploaded everything necessary. A bank statement from March 29-April 29, 2024 is required. I uploaded this as requested and also sent it by email. However, it is rejected every time for no reason. The support always tells me to upload it again. Nobody answers my email. I don't know what to do anymore. There is nothing I can do anymore. The casino is trying to avoid having to pay out. The stalling alone is very suspicious. I don't know what to do anymore. It's no longer my fault.
Automatic translation:
Public
Public
5 months ago
Dear polatinum80,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.
Could you please advise which documents you have already provided and when exactly did you send the last one?
Is your bank statement the only document that gets rejected by the casino? Have you made sure that the PDF contains all your personal information?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Veronika
Public
Public
5 months ago
Translation
All documents except the bank statements have been accepted. I also paid into the account that needs to be verified. I uploaded bank statements again on May 5th. Complete for March and April. I also sent them by email. Unfortunately no response. The bank statements that were rejected before were rejected without me being given a reason. Now the bank statements uploaded on May 5th are pending verification. I'm waiting for it. If you could please look into it! That would be very nice after 2 1/2 weeks.
Automatic translation:
Public
Public
5 months ago
Translation
Bank statements were rejected again without any reason given!! What should I do now? I can't do anything other than send the bank statements.
Automatic translation:
Public
Public
5 months ago
Translation
Rejected again! Even though I uploaded original excerpts from March and April. I really don't understand that
Automatic translation:
Public
Public
5 months ago
Translation
I have successfully verified my ID card and proof of address. It just depends on the bank statements.
Automatic translation:
Public
Public
5 months ago
Translation
Now they're suddenly asking for an extract of my transactions from April 1st to April 30th. I uploaded this exact extract from the original April extract as a PDF from the bank, but it was still rejected. What's the point of this?
Automatic translation:
Public
Public
5 months ago
Translation
The bank statement is for the whole of April!!! 1.4-30.4 aa if you're wondering why 1.4 isn't on the statement!? There's nothing on it because there was no transaction on 1.4. The statement is correct and for the whole of April, as requested.
Automatic translation:
Public
Public
5 months ago
Thank you very much, polatinum80, for providing all the necessary information. I will now transfer your complaint to my colleague Dominika (dominika.l@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.
Public
Public
5 months ago
Dear polatinum80,
This is Dominika and from now on, I will be taking care of your complaint. I have reviewed your case and I would like to invite Posido Casino to join the conversation and participate in the resolution of this complaint.
Kind regards,
Dominika
Casino.Guru
Public
Public
5 months ago
Translation
I'm curious. My original bank statements in PDF format from April 1st to 30th are still being rejected. And that's without any information or answers to my inquiries.
Automatic translation:
Public
Public
5 months ago
Translation
Account has just been processed and verified! Withdrawal made again.
Automatic translation:
Public
Public
5 months ago
Dear all,
Thank you for reaching out!
As mentioned by the customer, the account was verified. We will do our best to process the pending withdrawals as soon as possible.
Best regards,
Posido Team
Public
Public
5 months ago
Thank you for the information.
Dear polatinum80, could you please confirm once you have received the payment?
Public
Public
5 months ago
Dear polatinum80,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Dominika
Casino.Guru
