Posido Casino - Player’s struggling to complete account verification.

On March 15, 2023, I uploaded my address information to the casino, as well as my electricity bill in PDF format. So that the KYC check can be done. I've been in contact almost daily in online chat with customer service about why the confirmation of my account takes so long and always only got the answer that it takes 1-3 business days. I still have a significant amount of winnings in my account that I would like to withdraw, but I can't do it because my account verification process is not progressing. They haven't asked for any other documents.

Dear ville504,

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.

Do I understand correctly that none of your documents have been approved so far? Have you provided all the required documents as soon as possible and in the correct format?

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,

Kristina

Hello, the identity is accepted, but my address information is not, even though I have submitted a document in this regard on 15.3. In pdf format. Attached is a picture of the situation on their website.

Thank you very much for your reply, ville504. Have you received any explanation from the casino regarding the unsuccessful address verification? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hi, I haven't received any clarification yet. I also delivered a copy of my driver's license to Casino on March 30.

Now the withdrawals have worked well for a couple of days, so I assume that the matter is clear in their heads.

Do I understand correctly that the casino has started processing your withdrawals? How much money is there left in your account? Do you currently have any pending withdrawals?

Hello, yes, the casino has now processed the withdrawals correctly. There is still 22340 euros left in the account. I have been repatriated this month 3000 euros, 500 euros a day since the second day.

Well, it seems it is all going smoothly now and it can take some time to process the whole amount. We usually do not keep complaints open if it is not necessary, therefore I would suggest that we close this complaint for now. You can always reopen it in case the casino stops processing your withdrawals. Please, let me know if this option is acceptable to you. Thank you.

Hi, this is fine for me. Thanks for your help and we'll get back to you if needed. 🙂

Dear ville504,

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,

Kristina

Casino.Guru