Posido Casino - Player's €160 withdrawal is delayed due to account verification.

I sent them all the requested identification documents, and the last document they asked for, a copy of the transactions from the card I used for deposit, is inexplicably not accepted, even though it's a bank document in pdf format. I suspect they are deliberately delaying the completion of the account verification in order not to honor my withdrawal request of €160.

Dear alextik69,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Do I understand correctly that all your identity documents have been approved, except for your bank statement?

Have you received any explanation from the casino about why this document is unacceptable? Does it contain all the necessary information and is it showing the transactions for the last three months?

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

All identity and address details have been verified. The only thing pending is the bank transactions of the card I made a deposit for the month of April, which includes the deposit at the casino. In the live chat I had with them they asked me to see the document I sent them and they found it normal and they replied that they do not know why it was not accepted and that they will look for it and I will be informed. But I still don't have any updates.

Please forward me the document that got rejected by the casino along with all the communication that could be relevant to the investigation of your case. My email address is veronika.l@casino.guru. Thank you.

Dear alextik69,

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.

I have emailed you the documents here a few days ago

Thank you very much, alextik69, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@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.

Hi alextik69,

I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Posido Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what seems to be the problem in the document (history of transactions) provided by the player?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

I think posido casino is a scam. So many times I have contacted by chat and mail, I have sent so many documents and they never answer.

Dear Customer, 

Thank you for reaching out to us. 

We would like to inform that you have provided us with the transaction history which contains mixed dates also mixed incoming and outgoing transactions, outgoing deposit to us not visible.

Therefore, we kindly request you to upload an original PDF document downloaded directly from the bank's website. 

- This should contain all transactions, both incoming and outgoing, including deposits made to our platform, for the period from 01.04.2024 till 29.04.2024 in order to prove your source of funds. 

Please make sure that the document is not modified. 

Thank you for your cooperation! 

Best Regards, 

Customer Service 

The document I send you is genuine directly from the bank. The deposit I made at posido casino on 21/04 is clearly visible in the bank statement with the inscription estolio which I think is your company. The bank does not show me the transaction as posido casino which is the website, obviously it is not my fault for how the bank lists this particular transaction.

Thank you for your reaction, Posido Casino.

Dear alextik69, could you please explain why the transactions are not set in chronological order? I also wonder why the bank statement does not provide the opening and closing balance. This makes the document look quite unusual.

Have you downloaded this document directly from your e-Banking account on eurobank.gr?