The player from Spain encountered issues with withdrawing his legally-won earnings of 5875 euros from the casino, as his initial three withdrawal requests remained in a 'pending' state for over 5 days. He expressed concerns over the lack of transparency and support from the casino, as they refused to allow account verification, leading him to suspect it might have been a scam. After deleting his account, he confirmed that the issue had been resolved as he was able to withdraw all his funds before closing the account. The complaint was marked as resolved in the system by the Complaints Team.
Posido Casino - Player's withdrawals are delayed and account verification is blocked.
Amount: €5,875
Posido Casino
Safety Index:HighSafety Index
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8.9
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
Public
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1 month ago
Translation
Hello,
As I have READ in other complaints on this same forum, this casino limits withdrawals to a maximum of 3 at a time, each worth 500 euros. They claim to resolve it within a maximum of 72 hours, but in my case, some have been in a "pending state" for over 5 days. I try to reach out to them to verify my account, but they say it's not necessary, and they don't allow me to upload my documents either online or via email. I can accept their rules of having a maximum of 3 withdrawals of 500 euros at a time, but I don’t understand this lack of transparency and their failure to respond when one offers to verify their account. They don’t provide alternatives, don’t activate the online process to do it, nor offer solutions, and the chat only stalls. I’ve communicated via email (support@posido.com) and through chat, and the response over the last 7 days is always the same: "You have to wait and no verification is needed," which in itself is suspicious since most casinos ask you to verify your account at the first opportunity. In fact, as a legitimate player like me, I would even feel reassured being able to have my account properly verified and normalized.
In summary, I have total legally-won earnings without using bonuses, amounting to 5875 euros, which when divided by 500 means I will make about 12 withdrawal requests. I can assume and accept this because they are their rules, but the fact that the first 3 withdrawal requests are already in "pending" mode and the casino's zero willingness to verify my account (bank card, ID, bank account, etc.), makes me think it’s a scam, that it’s not a real casino, that it’s a fake website.
I’ll wait a few more days, and if I don’t receive any kind of response from them, I will make the appropriate complaints to the relevant authorities.
Meanwhile, and to prevent others from going through what I have, having deposited money in Posido.com but NEVER MANAGED TO WITHDRAW EVEN A EURO, AND THEY HAVEN’T EVEN COMMUNICATED WITH ME, I would recommend people to be cautious, as at the moment, everything makes me think it’s a scam.
If my suspicions end up being wrong, I will not hesitate to write again, to share that and recommend the casino.
Automatic translation:
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1 month ago
Dear raulwuwei,
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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Dominika
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1 month ago
Translation
I totally agree, but that's where the complaint lies. This casino doesn't allow account verification in any way possible, so I have a hard time understanding why they've been processing a withdrawal for 5 days, if they're not verifying anything because they haven't asked me for anything.
Automatic translation:
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1 month ago
Dear raulwuwei, do you have any updates regarding the withdrawals, please?
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1 month ago
Translation
None, thanks, I have deleted my account at this casino. I could close the case on their website if you wish.
Automatic translation:
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1 month ago
Dear raulwuwei, were you able to withdraw all your funds before closing your casino account?
Can we consider this case resolved?
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1 month ago
Dear raulwuwei,
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,
Dominika
Casino.Guru
