The player from Switzerland had won 900 francs and had requested to withdraw 500 francs on June 28th and 400 francs on July 1st. The casino canceled the withdrawal requests three times, and the player had not received any of the winnings. After a lengthy communication process, the player eventually received 485.90 francs, with the casino confirming the payout. The issue was marked as resolved by the Complaints Team.
Posido Casino - Player’s winnings are delayed.
Amount: 900 CHF
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
2 months ago
Public
Public
5 months ago
Translation
On June 28th, I played with 150 francs and won 900 francs. I requested to withdraw 500 francs on the 28th and made another request for the remaining 400 francs on July 1st. To this day, I haven't received anything. The Casino has already canceled my requests three times. I just want to receive what I won; they are not being fair.
Automatic translation:
Public
Public
5 months ago
Dear Mcteixeira,
Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please advise if your account has been fully verified?
- Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?
- Is any withdrawal currently pending in your account?
- Could you please share your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
Looking forward to hearing from you.
Best regards,
Tomas
Public
Public
4 months ago
Translation
I've already sent everything I had to your email, yesterday they canceled the withdrawal request of 500 francs.
Automatic translation:
Public
Public
4 months ago
Thank you very much, Mcteixeira, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Public
Public
4 months ago
Hi Mcteixeira,
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 the reason for canceling the player's withdrawal requests?
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
4 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Public
Public
4 months ago
Translation
Once again they have canceled one of my withdrawals even though I made a deposit of 15fr, because they asked me to make a deposit and I did it with the same card.
This is the fifth time I've had a withdrawal canceled since June 28th. I'm beginning to think that the posido casino is a fraud
Automatic translation:
Public
Public
4 months ago
Dear customer,
Thank you for reaching out!
Please be informed that, as we see in our system, your withdrawal is being canceled by the payment provider.
As of now we are investigating what the reason for the cancellation may be. In order for us to avoid any further potential delays with your withdrawal, we kindly ask you to provide us with either your Bank's IBAN, your Crypto wallet number, your Skrill or Neteller wallet number.
Feel free to provide the requested information to our support email address.
We are awaiting your return.
Best regards,
Posido team
Public
Public
4 months ago
Thank you for your response, Posido Casino.
Dear Mcteixeira, could you use any of the payment methods offered by the casino? Please, let the casino support know and inform us whether there will be any progress with your withdrawal.
Public
Public
4 months ago
Translation
On 7/08/2024 I emailed my IBAN to the Casino, including a photo of the card I use to make my transactions, but today I'm going to send it again.
Automatic translation:
Public
Public
4 months ago
Dear Mcteixeira, have you received any updates from the support about the new withdrawal method?
Public
Public
4 months ago
Translation
Once again, they canceled a withdrawal of 400 francs. They asked for my bank details to make the transfer, I sent them on July 7, and sent them again on July 14.
I sent everything IBAN, swift. Copy of the bank card and they still don't pay, they cancel a withdrawal once again. I've been doing this since June 28th.
Automatic translation:
Public
Public
4 months ago
Translation
Today they have once again canceled a withdrawal of 400 francs, even after asking me for my bank details by email, which I had already sent on July 7th and sent again on July 14th. I've been asking for the 900 francs I won since June 28th, it's a disgrace.
Automatic translation:
Public
Public
4 months ago
Dear Mcteixeira, do you have any other wallets you could use to request your withdrawal, such as Skrill, Neteller, or any crypto wallet?
Public
Public
4 months ago
Translation
Hi Natalia, I don't have one. I have a normal account with a card that I pay to play and I receive transfers from other countries without any problem.
Automatic translation:
Public
Public
3 months ago
Translation
Today I opened a SKRILL account to see if I can get paid.
Automatic translation:
Public
Public
3 months ago
Dear Mcteixeira, thank you for the updates. Have you already provided the casino with your new Skrill account details to get the withdrawal?
Public
Public
3 months ago
Translation
Hi Natalia, yes, I've already sent it, I even asked them to pay me via SKRILL when they canceled the withdrawal again on Friday.
Automatic translation:
Public
Public
3 months ago
Dear Posido Casino, please share the updates regarding the player's withdrawal request via Skrill. When can Mcteixeira expect it to be processed?
Public
Public
3 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Public
Public
3 months ago
Translation
Today I received 400 francs via SKRILL, I went to cancel the withdrawal of the missing 500 francs to request it again via SKRILL and the 500 francs do not appear in my Posido account to request the withdrawal again.
Automatic translation:
Public
Public
3 months ago
Dear all,
Please be informed that both withdrawals have been paid out to the customer:
- 400 CHF successfully withdrawn by the customer to Skrill;
- 500 CHF manually withdrawn to the customer's provided IBAN.
We, therefore, consider the case resolved.
Best regards,
Posido team
Public
Public
3 months ago
Translation
I would like to inform you that yesterday I did receive 400 francs via SKRILL and I received an email informing me of this transaction. I didn't receive the 500 francs at all, nor did the 500 francs land in my bank account.
Automatic translation:
Public
Public
3 months ago
Thank you for the response, Posido Casino. Could you please specify when the payment via IBAN was processed from your side?
Dear Mcteixeira, I'm glad to hear that you have partially received your winnings via Skrill. As for the bank transfer, it may take some more time until the payment is processed by the payment provider, in some cases it takes up to 14 days until the money gets to a bank account, therefore I recommend you wait for a week and see if the payment will be received.
Public
Public
3 months ago
Translation
Thank you Natalia for your attention. I've asked Posido for a copy of the transfer via email, but I haven't received it yet. I'm waiting to be able to close this problem.
Thank you Natália
Automatic translation:
Public
Public
3 months ago
Dear Mcteixeira, have there been any updates? Have you received the remaining part of the withdrawal yet?
Public
Public
3 months ago
Translation
No amount of 500 francs has been paid into my account, I've already asked the casino via email for proof of the transfer and they haven't sent me anything yet.
Automatic translation:
Public
Public
2 months ago
Dear Mcteixeira, it's been 2 weeks since your withdrawal of 500 CHF was processed, have you received it as of now? If not, I'll contact the casino again to check this out.
Public
Public
2 months ago
Translation
Hi Natalia, I haven't received anything yet, nor has Posido sent me proof of the transfer as I've already asked Posido twice via email
Automatic translation:
Public
Public
2 months ago
Dear Mcteixeira, have you provided the casino with the bank statement to prove that no payment was debited to your bank account?
Dear Posido Caisno, could you please specify when exactly the payment of 500 CHF was processed? Can you please share proof that you have fulfilled your obligations and sent the payment so that we know that the issue was caused by something else? You can post it here or send it to my email (natalia.b@casino.guru), thank you.
Public
Public
2 months ago
Translation
Dear Natalia, I haven't provided a bank statement because I don't think it's logical to expose my account, I think it's private and it would be much easier for Posido casino to send proof of the transfer. When they paid me the 400 francs via SKRILL, they sent me an email informing me that they had made the payment. I haven't received an email about the 500 francs and I don't even see a deposit of 500 francs in my account.
Automatic translation:
Public
Public
2 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Public
Public
2 months ago
Dear all,
Please be informed that we have provided the customer with the confirmation of the 500 CHF withdrawal via email.
We hope this helps us resolve the case.
Best regards,
Posido team
Public
Public
2 months ago
Thank you, Posido Casino.
Dear Mcteixeira, can you please confirm you received a confirmation from the casino? Is there any chance you've got the withdrawal yet?
Public
Public
2 months ago
Translation
It's confirmed, I've received 485.90 francs. If they'd paid me on time there wouldn't have been this mess. Besides, when they said they had paid I asked for proof and they never sent it, I didn't detect the payment because I was expecting 500 francs because I also paid in francs. 3 months trying to get paid was a lot and I'm sure I only got paid thanks to GURU so thank you GURU. CASINO POSIDO NEVER AGAIN.
Automatic translation:
Public
Public
2 months ago
Dear Mcteixeira,
I'm glad to hear that you finally received the remaining amount and your issue has been resolved, though there were probably some withdrawal fees. I'll go ahead and mark the complaint as 'resolved' in our system. Your cooperation and confirmation are appreciated. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Natalia
Casino.Guru
