The player from Greece had been waiting for the processing of two withdrawals made on December 9th and December 12th, with the promised 5 business days having passed. Automated responses from customer support had offered no real assistance. The player's complaint was addressed, resulting in the successful processing of the first two withdrawals after a month of waiting. The issue was resolved when the Complaints Team intervened with the casino. The player was then facing a new problem with a third withdrawal that had been canceled due to a technical error, and the Complaints Team had advised him to submit a new complaint regarding this issue.
Posido Casino - Player's withdrawals are delayed.
Amount: €1,000
Posido Casino
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.9
Posido Casino has a Safety Index of 8.9, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
Public
Public
3 months ago
Translation
I have made two withdrawals, the first on December 9th and the second on December 12th... The 5 business days they state for processing withdrawals have already passed! On the chat, they only give automated responses and ask for patience due to workload! It's unacceptable.
Automatic translation:
Public
Public
3 months ago
Dear paschoualecarlosneda,
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,
Tomas
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
Public
Public
3 months ago
Dear paschoualecarlosneda,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Public
Public
3 months ago
Translation
Good evening, I was just waiting for the 14 days you told me in the message to pass! Of course there is no progress from the casino's side, I have not received any withdrawal! I repeatedly talk to support and the answers are automated and they close the conversation without giving me any clear information!
Automatic translation:
Public
Public
3 months ago
Translation
It has already been over 20 days since the first withdrawal and 18 since the second request!
Automatic translation:
Public
Public
2 months ago
Thank you very much, paschoualecarlosneda, for providing the necessary information. I will now transfer your complaint to my colleague Romi (romana.r@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.
Public
Public
2 months ago
Translation
My first two withdrawals were finally processed successfully, after a month of waiting of course! Thank you in advance if you took a stand against the casino! But now there is the following problem, while I already had a third withdrawal active from 25/12/2024, they arbitrarily canceled it, telling me that there was a technical error on the part of the payment provider!
Automatic translation:
Public
Public
2 months ago
Dear paschoualecarlosneda,
I will now close this complaint, and if you feel that you need our help again, please don't hesitate to submit a new one regarding the third withdrawal.
So, thank you, paschoualecarlosneda, for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.
Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are 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,
Romi
Casino.Guru
