Posido Casino - El jugador afirma que el pago se ha retrasado.

Dear Casino Guru Team,

I hereby file a complaint against Posido Casino and request your support.

Casino: Posido Casino

Amount: €500

Status: Payment pending for 12 days

Description of the problem:

I have been waiting for my €500 withdrawal for 12 days now. According to the casino, the withdrawal should be processed much faster, but the status has not changed.

Despite several inquiries with customer support, I either receive no concrete answer or only general promises without a clear timeframe.

My request:

I request that Casino Guru review the case and assist me in clarifying the matter with the casino so that the outstanding payout of €500 is processed and paid out promptly.

I will gladly provide all necessary evidence such as screenshots or transaction details.

Thank you so much for your help.

Sehr geehrtes Casino Guru Team,

ich reiche hiermit eine Beschwerde gegen das Posido Casino ein und bitte um Ihre Unterstützung.

Casino: Posido Casino

Betrag: 500 €

Status: Auszahlung ausstehend seit 12 Tagen

Beschreibung des Problems:

Ich warte seit mittlerweile 12 Tagen auf meine Auszahlung in Höhe von 500 €. Laut den Angaben des Casinos sollte die Auszahlung deutlich schneller bearbeitet werden, jedoch hat sich der Status bisher nicht verändert.

Trotz mehrerer Nachfragen beim Kundensupport erhalte ich entweder keine konkrete Antwort oder nur allgemeine Vertröstungen ohne klaren Zeitrahmen.

Mein Anliegen:

Ich bitte Casino Guru, den Fall zu prüfen und mich bei der Klärung mit dem Casino zu unterstützen, damit die ausstehende Auszahlung in Höhe von 500 € zeitnah bearbeitet und ausgezahlt wird.

Gerne stelle ich alle notwendigen Nachweise wie Screenshots oder Transaktionsdetails zur Verfügung.

Vielen Dank für Ihre Hilfe.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Nicole2405,

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 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,
Complaints Resolution Center

Thirteen days have now passed, and I've been told several times that the money will be in my account shortly, but the status remains unchanged!

Es sind mittlerweile 13 Tage vergangen, mir wurde mehrmals mitgeteilt es wird in kürze auf meinem Konto sein der status ist aber unverändert !!

Dear Nicole2405,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hi, no, unfortunately I haven't received any payment yet, the status is unchanged. 🙁

Hallo nein leider ich hab bis jetzt keine Zahlung erhalten der Status ist unverändert. 🙁

Dear Nicole2405, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

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

Karla

I've never made a deposit at this casino, I haven't had an active bonus. I didn't have to verify my account, I can't upload any documents, the complaint email from Posido isn't working either, and the chat support said everything is fine with my account.

Ich habe in diesen Casino noch nie eine Zahlung vorgenommen, ich habe keinen Aktiven Bonus gehabt. Verifizieren musste ich mich nicht ich kann auch keine Dokumente hochladen, die Beschwerde Mail von Posido funktioniert ebenfalls nicht und der Chat meinte mit meinem Konto passt alles

Dear Nicole2405,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver,Martin L., (martin.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Hello Nicole2405,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Posido Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? I understand that there is a possibility of the casino being overwhelmed by a large number of withdrawals, but is there a particular timeframe, in which Nicole2405 can expect their withdrawal to be processed?

Dear Nicole2405,

Thank you for your patience while we looked into this for you.

We are pleased to inform you that your withdrawal was successfully processed and completed from our side on April 21st. Please allow some time for the funds to reach your account, depending on your bank's processing times.

Thank you for your cooperation and understanding throughout this process.

Best regards,

Posido Casino Team

Dear Posido Casino representative,

thank you for the update. I am confident the issue will be resolved in the near future.

Dear Nicole2405,

thank you for your patience. Can you confirm whether you have received your funds?

Dear Nicole2405,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Martin
Casino.Guru