The player from Germany had requested a withdrawal of 400 Euros from their casino balance, which had not been processed within the stated 1-3 days by the online casino. The casino's support had not responded to their email. After the player's complaint, we had advised them to wait for two weeks for the withdrawal process to complete. The player had not been satisfied with the delay but agreed to wait. After two weeks, the player had informed us that the casino had processed their account but they had not received the money yet. We had decided to keep the complaint open until the player confirmed the successful withdrawal. Finally, the player had confirmed receiving the money and we had marked the complaint as 'resolved'.
Posido Casino - Player’s withdrawal delay and no response from support.
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
6 months ago
Public
Public
7 months ago
Translation
Hello,
I have requested a withdrawal of 400 Euros from my casino balance.
The provider states on their website that the money will be in the account within 1-3 days.
As of today, I still have not received the deposit into my account and the support
has not yet responded to my email.
Automatic translation:
Public
Public
7 months ago
Dear bibo,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.
Could you please advise when exactly you requested this withdrawal? Have you made any successful withdrawals before?
Thank you in advance for your reply.
Best regards,
Kristina
Public
Public
7 months ago
Translation
Hello,
No, I haven't made another withdrawal yet.
I made the payout on March 15, 2024.
Kind regards
bibo
Automatic translation:
Public
Public
7 months ago
Thank you for your reply, bibo. I would like to emphasize we always give the casino two full weeks to process each payment. I will keep this complaint open and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience and please, keep me informed about any further developments.
Public
Public
7 months ago
Translation
OK, but then the online casino should write on their website that payment will only be made in 2 weeks and not 1-3 days.
Kind regards
Automatic translation:
Public
Public
7 months ago
Translation
Hello again,
To date there has been no response from the casino regarding my withdrawal.
The two weeks are already over and I haven't received a single piece of information about what's going on.
I hope that you will now help me to get my rights.
Kind regards
Timmerman
Automatic translation:
Public
Public
7 months ago
Translation
Hello ,
I received a message from the casino today that my account had been processed.
Hope everything goes well now.
thanks for the help
Automatic translation:
Public
Public
7 months ago
Thank you very much for the update. I will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.
Public
Public
6 months ago
Dear bibo,
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
6 months ago
Translation
Hello,
I have received the money transferred.
greeting
Automatic translation:
Public
Public
6 months ago
Dear bibo,
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
