The player from Greece had trouble with the casino as they were not accepting the final verification document, a bank statement in PDF format. The player suspected that the casino might be avoiding honoring a withdrawal of €160. After the player provided a screen recording showing the bank statement being downloaded directly from the bank's website, the casino verified the player's account and processed the withdrawal. The player confirmed receiving the payment, and the complaint was marked as resolved.
Posido Casino - Player's €160 withdrawal is delayed due to account verification.
Amount: €160
Posido Casino
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.9
Posido Casino has a Safety Index of 8.9, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
9 months ago
Public
Public
11 months ago
Translation
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.
Automatic translation:
Public
Public
11 months ago
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
Public
Public
11 months ago
Translation
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.
Edited
Automatic translation:
Public
Public
10 months ago
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.
Public
Public
10 months ago
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.
Public
Public
10 months ago
Translation
I have emailed you the documents here a few days ago
Automatic translation:
Public
Public
10 months 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.
Public
Public
10 months ago
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
Public
Public
10 months ago
Translation
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.
Automatic translation:
Public
Public
10 months ago
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
Public
Public
10 months ago
Translation
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.
Automatic translation:
Public
Public
10 months ago
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?
Public
Public
10 months ago
Translation
It is the document as given to me by eurobank. I have no reason to change any data or edit the document. Also, transactions are shown in chronological order, from 4/29 to 4/2. I don't understand where you see the error in this document. I find it strange that a casino does not accept the bank document. Previously he mentioned that he does not see the transaction which is normally written as estolio. Now you are telling me that the time series is not visible while it is clearly visible in the 2nd column. I can't do anything to change the document eurobank gives me. The document is normally issued every 15th of the month. However, it was possible through the bank's application to issue a copy of transactions for any period of time I wish and I chose the time period 04/01-04. In this case, the balance of the debt does not appear in the official document. I have sent what the bank gives me. There is nothing else.
Edited
Automatic translation:
Public
Public
10 months ago
Dear alextik69, could you please try to record a video or record a screen of how you requested the particular dates, downloaded the document from your bank account, and opened it? I understand that this is an extra step for you, but your cooperation would be very much appreciated.
I hope the casino would agree to consider such a recording to be solid proof that you provided an original document.
Public
Public
10 months ago
Translation
Here is the search form with criteria and then a pdf output of the results. 
Automatic translation:
Public
Public
10 months ago
Dear alextik69, could you make a recording of your screen where it can be seen how you download the transaction history and open it? Most mobile phones on Android have the screen recorder app installed by default. Please, send it to my email at natalia.b@casino.guru
Public
Public
10 months ago
Translation
You have to understand that posido casino doesn't want to make a payment and for that they create false excuses. People must be informed not to play at this particular casino because there is no way they will get their winnings.
Edited
Automatic translation:
Public
Public
10 months ago
Translation
I sent you the video via the email address I used at the casino
Automatic translation:
Public
Public
10 months ago
Dear alextik69, thank you for your emails.
Dear Posido Casino, I'd like to inform you that I've received the player's screen recordings where they recorded the process of downloading the bank statement from their bank account, the bank statement looks the same and has the same structure as the player shared with you previously, so this video confirms the player hasn't modified the bank statement. Let me know if I can forward the email from the player or if the player should send you the recording on their own so that you can evaluate it too. I hope it can serve as proof of the player's genuine intentions to go through the KYC procedure.
Public
Public
10 months ago
Dear Natalia,
Please send us the recording via email to support@posido.com.
Thank you
Best Regards,
Customer Service
Public
Public
10 months ago
Dear Posido Casino, I have just sent you an email, please check your inbox and let me know about your conclusions.
Public
Public
9 months ago
Dear Natalia,
The customer is successfully verified and the withdrawal has been paid. Therefore the complaint has been resolved from our side.
Best Regards,
Customer Service
Public
Public
9 months ago
Thank you for the reply, Posido Casino.
Dear alextik69, could you please confirm that your issue was successfully resolved and you got the payment from the casino?
Public
Public
9 months ago
Translation
Yes, the account is verified and I received the payment. Thank you.
Automatic translation:
Public
Public
9 months ago
Dear alextik69,
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,
Natalia
Casino.Guru
