The player from Germany had requested withdrawals of €50 and €59 but had not received either after six and five days, respectively. Daily contact with Live Support resulted in repetitive responses about a delay without any clear explanation. The Complaints Team had extended the investigation period but ultimately rejected the complaint due to the player's lack of response, which prevented further investigation into the issue.
Posido Casino - Player's withdrawals are delayed.
Amount: €109
Posido Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 month ago
Public
Public
2 months ago
Translation
Six and five days ago, I requested withdrawals of €50 and €59, respectively. So far, I haven't received either. For the past three days, I have contacted Live Support Chat daily. I always get the same responses from the chat bots, but there is no reasonable explanation as to why the withdrawals are not being processed. Whether in English or German, the answer is always the same: there is a delay, and a prioritized request for quick payout has been sent to the finance team. When I ask what exactly the delay means, I get no answer, just a question asking if I have any further questions. It's always the same pattern, and I'm starting to feel thoroughly deceived.
Automatic translation:
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2 months ago
Dear DaMa,
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 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, 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
Public
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2 months ago
Translation
There is no way to verify yourself and if that is the problem, why aren't they telling you that a lack of verification is the problem? That makes even less sense than the bot answers from their system
Automatic translation:
Public
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2 months ago
Thank you for your patience. I'm not suggesting that your payment is being delayed due to missing verification documents, as many players from Posido Casino have reported similar delays without any requests for additional verification. It’s likely that the delay could be due to a large number of withdrawal requests.
Now that almost a week has passed since you first submitted this complaint, I wanted to follow up. Could you please update me on the current status of your withdrawal requests? Have you received any of your winnings yet?
