The player from Finland had reported a delay in receiving his withdrawal from an online casino. Despite having provided his bank information for a manual withdrawal, the player hadn't received the funds or a response to his emails for over a week. Our team had contacted the casino, which indicated that they were investigating the delay and had requested additional documents from the player. The player confirmed that he had received the casino's email and had provided the requested documents. The resolution of this complaint had been pending the successful transfer of the withdrawal to the player's other bank, as suggested by the casino. Eventually, the player confirmed that he had received his withdrawal, which led to the resolution of the complaint.
Posido Casino - Player’s withdrawal has been delayed.
Amount: €1,376
Posido Casino
Safety Index:HighCase closed
RESOLVED
Case summary
Hello,
So i made 100€ deposit to this Posido site 18.09.2023. I did win money and played money rounds in site. After i stopped playing my balance was 1376€ and i wanted to do withdraw. When i tried to do withdraw there was some "error" "you have to wager deposit 1x". Well i had wagered more than 100€ already. 500€ i think i wagered. Well still it says you have to wager 1x deposit.
Then i did go to support and they told me they will do withdraw manually. 25.09.2023 They did manual withdraw 500€+500€+376€ in separate. Now i logged to my account and i see 500€ in my casino balance and i see that those manual withdraws done my support have somehow failed and money is back in my casino balance and not in my bank account.
Now when i go to support they give me these random excuses that i have to update google etcetc.. and i need to wager again 500e+500e to make withdraw??
Support did manual "withdraw" and then money came back to my account as "deposit".
Dear trooppinen,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
Hello,
i have not received any money.
they asked my bank information for manual withdraw and i provided. Its been over a week and i have not received money/answer to email.
Thank you for your reply, trooppinen. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?
Have you accumulated your winnings with or without an active bonus?
Hello,
Yes i have done withdraws before. And i have accepted KYC.
Winning is with my money no bonus.
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.
Thank you very much, trooppinen, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@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.
Dear trooppinen,
I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.
Now I would like to invite a Posido Casino representative to join this conversation and participate in resolving this complaint.
Dear Posido Casino,
Could you please state why the player's withdrawal has not yet been paid out and when he can expect the payment?
Thank you in advance for providing the information.
Kind regards,
Stefan
Dear all,
Thank you for reaching out!
We are sorry you are experiencing delays with your withdrawal.
We are currently investigating the potential causes for the delay. We will keep you informed if anything else is needed.
Best regards,
Posido Customer Support
Dear Customer,
Please note, that we requested additional documents from you via email.
Looking forward to your reply, in order for us to proceed with the case.
Best regards,
Posido Customer Support
Dear trooppinen,
Did you manage to receive an email from the casino and provide them with the necessary documents?
I am looking forward to your response.
Kind regards,
Stefan
Hello,
Yes i did get email from casino. I have already provided my bank information for withdraw. Now we try my other bank to get withdraw done. For some weird reason they cannot withdraw for my main bank.
Dear trooppinen,
Thank you for your response and the information provided.
Please keep us updated if you have any news regarding the withdrawal of your funds.
Kind regards,
Stefan
Hello, posido completed withdraw and i got all my money. Thanks for casinoguru and posido!
Dear trooppinen,
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.
Kind regards,
Stefan
