HomeComplaintsPosido Casino - Player's withdrawal is delayed.

Posido Casino - Player's withdrawal is delayed.

Amount: €500

Posido Casino
Safety Index:High
Submitted: 10 Apr 2024 | Resolved : 14 Apr 2024
Resolved Our verdict

Case closed

RESOLVED

Case summary

7 months ago

The player from Germany had a withdrawal that was pending and hadn't been processed for three working days. The player had also expressed dissatisfaction with the casino's customer support. We had advised the player to wait for two weeks before escalating the issue. The player had later confirmed receipt of his winnings and the complaint had been subsequently marked as resolved.

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7 months ago
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Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

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7 months ago

Dear polatinum80,

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,

Kristina


Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

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7 months ago
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My verification wasn't even required. I understand how long it takes to make a withdrawal. But why does support just kick you out of the chat? That's not how you treat customers and players who use their money.

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7 months ago

Thank you for your reply, polatinum80. I understand your frustration, but I would like to emphasize again 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.

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7 months ago
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Super thank you .

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7 months ago
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Got the money. Case can be closed

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7 months ago

Dear polatinum80,

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

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