The player from Germany had a pending withdrawal since August 20 and had not received any updates despite multiple attempts to contact support, which only stated that the withdrawal was "being processed." The issue was resolved as the player confirmed that the winnings were transferred without the need for verification. The Complaints Team marked the complaint as 'resolved' in their system and expressed appreciation for the player's cooperation.
Posido Casino - Player's withdrawal is delayed.
Amount: €500
Posido Casino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 weeks ago
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1 month ago
Translation
Hello,
I have had a pending withdrawal since 08/20. Despite numerous attempts to contact support through chat, I keep getting told "it's being processed."
I can't verify myself in advance and they simply don’t process it.
Automatic translation:
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1 month ago
Dear adrianhaiu,
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 the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your game history has been checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Veronika
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1 month ago
Translation
Hello, your site says that withdrawals are processed within 3 days.
The incomplete verification is also nonsense because after 10 days I don't even have the opportunity to upload any documents. The column says "no verification necessary". In other words, how can you claim that verification is being processed or is incomplete if you haven't uploaded anything? I should have been given the opportunity to submit documents after 3 days at the latest.
It will also happen that you will find something wrong with the verification that will delay the verification.
It is deliberately delayed so that you use the money and of course lose it afterwards, because then you no longer release any winnings anyway
Automatic translation:
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3 weeks ago
Now that the 14-day waiting period has passed, could you please advise what the current status of your withdrawal request is? Have you received your winnings yet? Please let me know.
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3 weeks ago
Translation
Hello, no not even edited,
I continued to be in contact with support and was told it is still being worked on.
Thanks for the help
Automatic translation:
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3 weeks ago
Thank you for your reply.
Have you made any successful withdrawals before?
Have you accumulated your winnings with or without an active bonus? If you played with a bonus, please send me the link or a screenshot.
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3 weeks ago
Translation
Hello, it was transferred today without me having verified
Automatic translation:
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3 weeks ago
Dear adrianhaiu,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. 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,
Veronika
Casino.Guru
