The player from Portugal had made a withdrawal request over 5 days ago but had not received the funds. Furthermore, he was unable to access the casino site due to a connection refusal message. The issue was resolved as he received the full amount and regained access to the site. The Complaints Team marked the complaint as 'resolved' in their system after confirming the resolution with the player.
Posido Casino - Player's withdrawal is delayed and account is inaccessible.
Amount: €600
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
1 month ago
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1 month ago
Translation
Good morning, I made a withdrawal request more than 5 days ago and still haven't received anything. Additionally, I can't access the site; it shows a message saying the site refused the connection. I kindly ask that you look into this matter and resolve it.
Automatic translation:
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1 month ago
Dear vitormiguel27112000,
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.
Regarding your difficulty accessing the casino website, have you already contacted customer support at support@posido.com to inquire about any potential issues?
Additionally, have you tried clearing your browser's cookies and cache or attempting to access the website from a different browser or device? These steps sometimes resolve access problems.
Could you also let me know when the last time you were able to access the casino website was?
Thank you in advance for your patience and understanding.
Best regards,
Veronika
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1 month ago
Translation
Good afternoon, fortunately I've already received the full amount and I've been able to access the site again...thanks for your understanding 👍
Automatic translation:
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1 month ago
Dear vitormiguel27112000,
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
