Posido Casino - El jugador se enfrenta a un problema de retiro retrasado.

Ladies and Gentlemen

I played at the "Posido" casino mentioned above on November 12, 2025. I played with real money and then with bonus money. With the bonus money, I won €4,847.20. After fulfilling the wagering requirements, the withdrawable winnings were €2,977.

I requested a payout on November 14, 2025.

This one was not processed.

After an initial verification, all submitted documents were confirmed.

A second request was made by the casino, in which you requested a bank statement for the period from 05.11.2025 - 13.11.2025.

The bank statement I uploaded during the initial verification already includes this period.

Nevertheless, on December 5, 2025, I submitted the bank statement for the period from November 5, 2025 to November 13, 2025 on the casino's verification page, as well as a payslip confirming my income.

On December 11, 2025, I contacted the casino's live chat because the second verification still hadn't been processed. The chat representative replied that it would take 3-5 business days. Today, another 10 days have passed since submitting the documents, and the verification still hasn't been processed.

Since the entire process has now taken over a month, I would appreciate it if you could help me with the delayed payout from this casino.

Warm regards

Marcus

Sehr geehrte Damen und Herren,

ich hatte am 12.11.2025 im obigen Casino "Posido" gespielt. Ich habe mit Echtgeld gespielt und danach mit dem Bonusgeld. Mit dem Bonusgeld habe ich die Summe 4847,20 Euro gewonnen. nach dem Umsetzen war der auszahlbare Gewinn 2.977Euro.

Am 14.11.2025 habe ich eine Auszahlung beantragt.

Diese wurde aber nicht bearbeitet.

Nach einer ersten Verifizierung, wurden alle eingereichten Dokumente bestätigt.

Es wurde eine zweite Anfrage vom Casino gestellt, bei der Sie ein Kontoauszug für den Zeitraum vom 05.11.2025 - 13.11.2025 angefordert haben.

Der Kontoauszug den ich in der ersten Verifizierung hochladen habe, beinhaltet diesen Zeitraum auch schon.

Trotzdem habe ich am 05.12.2025 den Kontoauszug für den Zeitraum vom 05.11.2025 - 13.11.2025 auf der Verifizierungsseite vom Casino eingereicht sowie eine Gehaltsabrechnung die mein Einkommen bestätigt.

Am 11.12.2025 habe ich dann den Live-Chat vom Casino angeschrieben, weil die zweite Verifizierung immer noch nicht bearbeitet wurde. Der Chat antwortete mir, das dies 3-5 Werktage Bearbeitungszeit in Anspruch nimmt. Heute haben wir mittlerweile weitere 10 Tage nach Einreichen der Unterlagen um und die Verifizierung wurde immer noch nicht bearbeitet.

Da der Gesamte Prozess mittlerweile über einen Monat dauert, würde ich mich freuen, wenn Sie mir bei der Verzögerten Auszahlung mit diesem Casino helfen können.

Herzliche Grüße

Marcus

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Dear kavaloa,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem you are experiencing.

Please understand that verification is a very important and essential process during which the casino ensures that the funds are sent to the rightful owner. As casinos cannot physically see players or personally verify their identification, this procedure is the only way to complete the necessary checks. No serious and licensed casino takes it lightly, and it may take a few working days to complete it. In addition, casinos must verify a player’s place of residence, usually through documents showing the player’s full name and residential address. This step supports compliance with anti-fraud and anti-money-laundering regulations and ensures accurate account ownership.

To better clarify your situation, could you please answer the following questions:

• Have you received any communication from the casino regarding your withdrawal request since submitting your bank statement?
• Have you experienced any similar withdrawal issues with this casino in the past? Have you ever made a successful withdrawal at this casino?
• Did you provide all the required documents as soon as possible and in the correct format?
• Do you have any evidence of your current verification status?

You may send any relevant documents to petra.h@casino.guru or upload screenshots directly to the complaint thread.

I hope we will be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petra

Thank you for your reply and for providing the previous details, kavaloa.

• I’m not sure if there may have been a technical issue or if the email was not sent, but I haven’t received the screenshot of your verification yet. Could you please kindly resend it?
• Additionally, could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.
• Please provide any furhter communication you had with the casino. This can include screenshots, emails, or chat records. You can send me all the documents to:petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

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 72 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 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello Petra,

1) I'm not sure if there was a technical issue or if the email wasn't sent, but I haven't received the screenshot of your confirmation yet. Could you please resend it to me?

• I checked, the email was successfully sent to you.

I will send the documents again in the next email.

2) Could you please also tell us the current status of your withdrawal request? Is it marked as pending or already processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

• I also sent you the screenshot of the payout status as an attachment via email today.
• The payout status is still pending. Yesterday, Casino Posido again asked me to upload the same document as before (Mifinity bank statement from November 5th to 13th, 2025), as well as a new document: my bank statement from which the transfer to Mifinity was made (N26 account from October 13th to November 13th, 2025). I have just uploaded both documents to Posido. I am also sending you these documents via email.

3) Please send me any further communication with the casino. This can include screenshots, emails, or chat logs. You can send all documents to the following address: petra.h@casino.guru Or post your screenshots in the thread.

• I will forward all original communications with the casino (live chat and emails) to your email address.

Thank you very much

Hallo Petra,

1) Ich bin mir nicht sicher, ob es ein technisches Problem gab oder ob die E-Mail nicht versendet wurde, aber ich habe den Screenshot Ihrer Bestätigung noch nicht erhalten. Könnten Sie ihn mir bitte erneut zusenden?

• Ich habe nachgeschaut, die email wurde an Sie erfolgreich versendet.

Ich werde die Dokumente nochmals in der nächsten Email senden.

2) Könnten Sie uns bitte außerdem den aktuellen Status Ihrer Auszahlungsanfrage mitteilen? Ist diese in Ihrem Casino-Konto als ausstehend oder bereits bearbeitet gekennzeichnet? Falls möglich, posten Sie bitte einen Screenshot Ihrer Auszahlungshistorie hier in diesem Thread.

• den Screen des Auszahlungsstatus habe ich Ihnen auch per mail heute mit als Anhang gesendet.
• Der Auszahlungsstatus ist immer noch ausstehend. Gestern hat das Casino Posido mich erneut aufgefordert, einmal das gleiche Dokument wie schon einmal angefordert hochzuladen (Mifinity Kontoauszug vom 05.11.- 13.11.2025), sowie ein neues Dokument, mein Kontoauszug von dem die Überweisung zu Mifinity durchgeführt wurde (Konto N26 vom 13.10.- 13.11.2025). Dies habe ich so eben beides hochgeladen bei Posido. Diese Dokument sende ich Ihnen ebenfalls mit einer Email.

3) Bitte senden Sie mir jegliche weitere Kommunikation mit dem Casino. Dies können Screenshots, E-Mails oder Chatverläufe sein. Sie können mir alle Dokumente an folgende Adresse senden: petra.h@casino.guru Oder poste deine Screenshots im Thread.

• Die einzelnen originale Kommunikationen mit dem Casino (Livechat und emails) leite ich Ihnen an Ihre email weiter

Besten Dank

Dear kavaloa

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 Štefan (stefan.m@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,

Petra

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 72 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 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear kavaloa,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Posido Casino to join this conversation and assist in addressing the complaint.

Dear Posido Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Dear all,

We kindly inform you that we are currently reviewing your request and the appropriate department has been notified and is actively addressing the matter regarding your case.

Moreover, we would like to assure you that we will notify you promptly once there is an update.

Thank you for your patience and understanding.

Kind regards,

Posido Team

Dear all,

Thank you for the patience .

We kindly inform you that, after reviewing your case with the relevant department, we were advised that you need to provide transaction history for November from the bank account used to top up Mifinity.

Thank you for cooperation.

Kind regards ,

Posido Team

Hi Stefan,

Hello Posido Team,

I hereby inform you that I have just uploaded the bank statement from the bank showing the amount topped up with "mifinity" to Posido.

Furthermore, this bank statement was sent to you, Stefan, via email.

And that's exactly the point; for weeks now, documents have been requested "piecemeal," even twice.

because a bank statement from October 13th to November 13th, 2025 was requested by Posido and provided by me.

Best regards

Hallo Stefan,

Hallo Posido Team,

anbei teile ich mit, das ich so eben noch einmal den Kontoauszug von der Bank mit dem "mifinity" aufgeladen wurde, bei Posido hochgeladen habe.

Weiterhin, wurde dieser Kontoauszug Dir Stefan per mail gesendet.

und genau darum geht es, hier wird seit Wochen, "Stückweise" Dokumente angefordert sogar doppelt.

denn ein Kontoauszug vom 13.10.- 13.11.2025 wurde von Posido angefordert und von mir geliefert.

Mit freundlichen Grüßen

Dear all,

Thank you for the patience .

We kindly inform you that we reviewing your case with the relevant department.

Moreover, we would like to assure you that we will notify you promptly once there is an update.

Kind regards,

Posido Team

Dear Posido Casino,

Thank you for your response and your continued cooperation.

Please keep us updated regarding the matter.

We look forward to your response.

Dear all,

Thank you for the patience .

We kindly inform you that the relevant department inform us that your account is now verified !

Kind regards,

Posido Team

Dear kavaloa,

Could you please confirm whether you have received the funds from the casino?

We look forward to your response.

Hi Stefan,

The payouts have been released. (in €500 increments)

So far, 1500 euros have been paid out.

1,477 euros are still outstanding for payment.

Warmest regards and have a wonderful day!

kavaloa

Hallo Stefan,

die Auszahlungen wurden frei gegeben. (in 500 Euro Schritten)

bisher wurden 1500 Euro ausgezahlt.

1.477 Euro sind noch offen zur Auszahlung.

Herzliche Grüße und einen wunderbaren Tag

kavaloa

Dear kavaloa,

Thank you for your response and for informing us that you have received a partial payment.

Please keep us updated on the matter and let us know once the full amount has been received.

We look forward to your response.

Hi Stefan,

I will let you know as soon as the full amount has been received.

thank you for everything.

Kavaloa

Hallo Stefan,

sobald der vollständige Betrag eingegangen ist, werde ich Bescheid geben.

vielen Dank für alles.

Kavaloa

Dear kavaloa,

Thank you for your patience.

We kindly inform you that your withdrawals is successfully completed .

Kind regards,

Posido Casino Team

Dear kavaloa,

Could you please confirm this information and let us know if you received the full amount from the casino?

We look forward to your response.

Hi Stefan,

The payout is complete.

Thank you so much for your help.

Warm regards

Kavaloa

Hallo Stefan,

die Auszahlung ist abgeschlossen.

Vielen Dank für Ihre Hilfe.

Herzliche Grüße

Kavaloa

Dear kavaloa,

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,

Stefan

Casino.Guru