Posido Casino - El retiro del jugador se retrasa nuevamente.

Hello,

Posido Casino is stalling me.

A few weeks ago, I was able to withdraw a small win, but now with a larger win, I am being delayed.

I won about 4000 Euros and requested a withdrawal of 490 Euros twice according to Posido's terms and conditions. After daily contact with customer service, I was told I had to wait 3 business days. After 3 business days, there was suddenly a system error and I had to cancel my withdrawal. Now I have requested a withdrawal of 499 Euros again.

The customer service repeatedly assured me that everything is fine. I didn’t need to verify myself. I have 4000 Euros as real cash balance in my player account and I would like to receive that amount. However, I'm afraid the casino is not reliable. Please help me.

Unfortunately, I could only upload 5 attachments.

Hallo,

das Posido Casino hält mich hin.

Vor ein paar Wochen hatte eine Auszahlung von einem kleinen Gewinn geklappt aber jetzt bei einem großen Gewinn werde ich hingehalten.

Ich habe ca. 4000 Euro gewonnen und habe nach den AGB von Posido zweimal 490 Euro als Auszahlung angefordert. Nach täglichem Kontakt mit dem Kundenservice wurde mir gesagt, dass ich 3 Werktage warten muss. Nach 3 Werktagen gab es plötzlich einen Systemfehler und ich musste meine Auszahlung stornieren. Jetzt habe ich wieder eine Auszahlung von 499 Euro beantragt.

Der Kundenservice hatte mir immer wieder gesagt, dass alles ok ist. Verifizieren brauchte ich mich nicht. Ich habe 4000 Euro als Echtgeldguthaben auf dem Spielerkonto und möchte die Summe auch gern haben. Ich befürchte aber, dass das Casino nicht seriös ist. Bitte helfen sie mir.

Leider konnte ich nur 5 Anhänge hochladen.

Dear tiedemann49,

Thank you very much for submitting your complaint. I’m sorry to hear about the delays with your withdrawal at Posido Casino, and I understand your frustration.

To help us better understand the situation and assist you more effectively, could you kindly provide the following information:

• Have you successfully withdrawn any funds in the past from this casino, aside from the smaller win?
• Could you confirm whether you received any emails or official notifications from the casino regarding the system error or the cancellation of your withdrawal?
• Have you been asked to provide any additional verification documents or information before your larger withdrawal can be processed?

Your cooperation is crucial in this matter, as it will allow us to gather the necessary details and resolve your case as quickly as possible. Without this information, we won’t be able to proceed with investigating your complaint.

If you have any relevant communication or documents, please feel free to forward them to petronela.k@casino.guru, and we will review them carefully.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

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.

Hello Petronella,

I had already received a payout of 400 euros on my credit card.

It's been about 3 weeks.

Yes, I got the answer via live chat that there was a system error and that the payment would not be made. But days before, I was assured that everything was OK.

I haven't been asked to verify myself at all.

Hallo Petronella,

ich hatte schonmal eine Auszahlung über 400 Euro auf mein Kreditkarte bekommen.

Es ist ca. 3 Wochen her.

Ja ich habe über den Livechat die Antwort bekommen, dass es einen Systemfehler gab. Und die Auszahlung dadurch nicht kommt. Aber tage vorher wurde mir versichert, dass alles ok ist.

Ich wurde noch überhaupt nicht aufgefordert mich zu verifizieren.

Thank you very much, tiedemann49, for providing all the necessary information. I will now transfer your complaint to my colleague, Peter (peter.c@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Hello there,

Thank you tiedemann49 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Posido Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

Hello Peter,

Thanks for your help.

Please keep in mind that I don't just have 499 euros in my gaming account.

Of course, I would like to have the full amount of almost 4000 euros.

Thanks again for taking care.

The requested payout of 499 euros has not yet been processed by Posido.

Hallo Peter,

Danke für deine Hilfe.

Bitte bedenke, dass ich nicht nur 499 Euro dort auf dem Spielkonto habe.

Ich möchte natürlich die komplette Summe von fast 4000 Euro haben.

Nochmals vielen Dank dass ihr euch kümmert.

Die angeforderte Auszahlung von 499 Euro wurde bis heute nicht bearbeitet von Posido.

Dear all ,

Thank you for reaching out.

We want to clarify that the customer had canceled his withdrawal 8 times in a row on his own therefor the withdrawal time frame and the processing of the withdrawal recommence every time.

We would like to also point out that the withdrawal time frame does not include weekends and public holidays, also the withdrawal limits depend on the players account level and with his current account level he can withdrawal 500 euro per 24 hours.

We want to kindly advise the customer to stop canceling his withdrawal attempts and requesting them again so finance team can start processing it.

Best Regards

Posido Team

Hello Posido,

I would like to contradict your statement. Your terms and conditions state that you can request a maximum of 3 withdrawals at the same time within 3 days. I tried that. But when I requested the third withdrawal, I was informed that the maximum amount had been exceeded. I then cancelled the third withdrawal. I tried that 3 times. I left the existing withdrawals active.

But after a week, your employees informed me that my withdrawal from Posido had been cancelled and that I had to apply for it again. See screenshot in this complaint process.

I have now requested a withdrawal of 499 euros from my winnings of around 4000 euros on December 5th, 2024...but it is still being processed.

How long should I wait for the full amount? Can I make 3 withdrawals in three days or only 2?

I hope this case will be solved soon.

Actually, I really enjoyed playing with you.

Hallo Posido,

ich möchte eurer Aussage widersprechen. In euren AGB steht, dass man maximal 3 Auszahlungen gleichzeitig innerhalb von 3 Tagen anfordern kann. Das hatte ich versucht. Aber bei der dritten angefragten Auszahlung wurde mir mitgeteilt das der Höchstbetrag überschritten ist. Darauf habe ich die Dritte Auszahlung storniert. Das hatte ich 3 mal versucht. Die bestehenden Auszahlungen hatte ich aktiv gelassen.

Aber mir wurde von euren Mitarbeitern nach einer Woche mitgeteilt, dass meine Auszahlung von Posido storniert wurde und ich sie wieder neu beantragen muss. Siehe Screenshot in diesem Reklamationsvorgang.

Auch jetzt habe ich von meinem Gewinn von ca. 4000 Euro wieder eine Auszahlung von 499 Euro am 5.12.24 beantragt...aber es ist immer noch in Bearbeitung.

Wie lange soll ich auf die gesamte Summe warten? Darf ich jetzt 3 Auszahlungen an drei Tagen machen oder doch nur 2?

Ich hoffe dieser Fall wird bald gelöst.

Eigentlich habe ich ganz gern bei euch gespielt.

Dear tiedemann49, Thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Hello Peter,

Can you please contact Posido again?

I'm kept waiting every day. The same thing is written to me every day.

On my screenshot you can see that I have 499 euros in withdrawal and there are still 3429 euros in my casino account. If Posido does not manage to pay out 500 euros within a week, then I can wait over 8 weeks until I get my money.

However, the Posido terms and conditions state that 7,000 euros will be paid out within one month.

But that doesn’t work,

I'm starting to think that the casino is a scam. And yet the security index at Posido is high.

I hope I still get my money

Hallo Peter,

kannst du bitte nochmals Kontakt zu Posido aufnehmen?

Ich werde jeden Tag hingehalten. Es wird mir jeden Tag das Gleiche geschrieben.

Auf meinem Screenshot kann man sehen, dass ich 499 Euro in der Auszahlung habe und auf meinem Casinokonto noch 3429 Euro sind. Wenn Posido es nicht schafft innerhalb einer Woche 500 Euro auszuzahlen, dann kann ich über 8 Wochen warten bis ich mein Geld habe.

In den Posido Geschäftsbedingungen steht aber, innerhalb eines Monats 7000 Euro Auszahlung.

Das funktioniert aber nicht,

Ich glaube langsam, dass das Casino Betrug ist. Dabei habt ihr den Sicherheitsindex bei Posido auf hoch stehen.

Ich hoffe ich bekomme mein Geld noch

Thank you for the update tiedemann49, there is not much I can do in this situation. Please keep us informed about the status of your withdrawals. If you won't be able to withdraw the aforementioned 7000 euros in one month we will update the casino's review accordingly which may negatively affect their rating. Thank you in advance for your cooperation!

Hello,

I was kept waiting again today. Apparently the payout is now in the final phase.

Since no payments are made on the weekend, it will probably only happen next week. I don't believe that anymore.

How am I supposed to get all my money, 4000 euros, if it takes two weeks for the first withdrawal of 500 euros? If the money comes at all!

Is the casino doing so badly? Do they have no money or is it a scam?

Hallo,

ich wurde heute schon wieder hingehalten. Angeblich soll sich die Auszahlung jetzt in der Endphase befinden.

Da Wochenende nicht ausgezahlt wird, wird es wohl erst nächste Woche was. Ich glaube da nicht mehr dran.

Wie soll es klappen, dass ich mein ganzes Geld von 4000 Euro bekomme, wenn es schon bei der ersten Auszahlung von 500 Euro 2 Wochen dauert? Wenn das Geld überhaupt kommt!

Geht es dem Casino so schlecht? haben sie kein Geld oder ist es Betrug?

Today I received the answer again that the payment is being processed but they are overloaded.

This is the daily running gag.

Please Casino Guru, get involved again and write to Posido.

Auch heute habe ich wieder die Antwort bekommen, dass die Auszahlung bearbeitet wird sie aber überlastet sind.

Das ist der tägliche running gag.

Bitte Casino Guru schalte dich nochmal ein und schreibe Posido an.

Dear tiedemann49,

We are pleased to inform you that your withdrawal request has been completed.

If you have any additional questions don't hesitate to contact us.

Kind Regards,

Posido Casino Team

Hello Posido,

First of all I would like to say thank you. It really took a long time.

I hope my further withdrawals of about 4000 euros do not take so long and you can keep your processing time of 3 days.

Otherwise your terms and conditions would be wrong. They say 7000 euros can be paid out per month.

Hallo Posido,

dann sage ich erstmal danke. Es hat wirklich lange gedauert.

Ich hoffe meine weiteren Auszahlungen von ca. 4000 Euro dauern nicht so lange und ihr könnt eure Bearbeitungszeit von 3 Tagen einhalten.

Sonst würden eure Geschäftsbedingungen falsch sein. Dort steht 7000 Euro im Monat auszahlbar.

Dear tiedemann49, Thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Dear tiedemann49,

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.

Hello,

Unfortunately, I have only received 500 euros of my 4000 euros winnings since December 5, 2024.

At the moment, 1000 euros are being processed. I hope it's only being held up because of Christmas.

The terms and conditions say that you can withdraw 7,000 euros per month. But that's not how it works.

Hallo,

Leider habe ich bis jetzt nur 500 Euro von meinem 4000 Euro Gewinn seit dem 05.12.24 bekommen.

Im Moment stehen 1000 Euro in Bearbeitung. Ich hoffe es stockt nur wegen Weihnachten.

Die Geschäftsbedingungen sagen, dass mann 7000 Euro monatlich auszahlen kann. Das funktioniert so aber nicht.

Thank you for the update, please keep us informed about any new developments. Thank you!

Dear all,

Kindly be informed that all of customer withdrawals are complete and paid out , also please note that he can request more than 1 withdrawal at a time and that he can request 500 euro per 24 hours with maximum 3 active withdrawals at the same time.

Best Regards

Posido Team

Hello Posido,

Unfortunately, what you wrote is not true. I can only request 2 withdrawals at the same time.

I am still waiting for 1500 euros and hope that they will be transferred to me soon.

Hallo Posido,

Leider stimmt es nicht was ihr schreibt. Ich kann nur 2 Abhebungen gleichzeitig beantragen.

Ich warte jetzt noch auf 1500 Euro und hoffe die werden mir zeitnah überwiesen.

Dear tiedemann49, Thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

I'm still being kept waiting until today, January 7th.

Always the same excuses.

My withdrawal requests of almost 1000 euros are still being processed since December 30th.

The live chat keeps telling me to be patient.

Bis heute den 7.1. werde ich weiter hingehalten.

Immer die gleichen Ausreden.

Meine Auszahlungsanforderungen von knapp 1000 Euro sind immer noch in Bearbeitung seit dem 30.12.

Der Livechat sagt immer wieder ich soll Geduld haben.

Dear tiedemann49, Would it be possible to provide me with a bank statement showing how much you were able to withdraw in December? We will adjust the casino's withdrawing limits to the amount you were able to withdraw in that time which will negatively affect the casino's rating. You can provide any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Dear all ,

Kindly be informed that all of customer withdrawals are complete and paid out on our side and there are currently no pending withdrawals on his gaming account , also there is no balance left on this gaming account therefor there is nothing more to processed on our side.

Best Regards

Posido Team

Hello,

I just checked and indeed all amounts have now been paid. Thank you!

But it is sad that Casinoguru has to threaten with a worse rating before Posido actually pays the amounts. I was put off again and again for so long.

I would just like to say thank you to Casinoguru .

I would like to say to Posido, it's a shame, I enjoyed playing with you. But the way you treat customers when they win is a disgrace.

You have lost me as a customer and I play in other casinos.

Hallo,

ich habe gerade nachgeschaut und tatsächlich wurden alle Beträge jetzt gezahlt. Danke!

Aber es ist schon traurig, dass erst Casinoguru mit einer schlechteren Bewertung drohen muss, dass Posido die Beträge auch zahlt. Ich wurde so lange immer wieder vertröstet.

Ich sage einfach mal Danke an Casinoguru.

An Posido möchte ich sagen, schade ich habe gerne bei euch gespielt. Aber wie ihr mit den Kunden umgeht wenn sie gewonnen haben ist eine Schande.

Ihr habt mich als Kunden verloren und ich spiele in anderen Casinos.

Dear tiedemann49,

We’re thrilled to hear that your issue has been successfully resolved, and we’ll be marking the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation throughout the process. We’re glad that our intervention helped to resolve the situation, and we’re always here to support you if you encounter any other issues with this or any other casino in the future. Please don’t hesitate to reach out to our Complaint Resolution Center—we’re committed to helping players like you. 

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. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also assist others who are considering contacting us for help with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Peter