Posido Casino - El retiro del jugador se retrasa más de un mes.

Ladies and Gentlemen ,

I requested a withdrawal of €300 31 days ago. Unfortunately, the money hasn't arrived in my account yet.

In my previous inquiries to live support, I've only received general answers like "they're working on it," "everything will be fine," and "the money will be with you soon." Unfortunately, that's no longer enough for me. But 31 days? It can't take that long, surely...

Sehr geehrte Damen und Herren ,

ich habe vor 31 Tagen eine Auszahlung in Höhe von 300 € beantragt. Leider ist das Geld bis heute nicht auf meinem Konto eingegangen.

Auf meine bisherigen Nachfragen bei Live-Support habe ich nur allgemeine Antworten erhalten, dass "daran gearbeitet wird" und "alles gut wird", "Das Geld ist bald bei Ihnen". Das reicht mir leider nicht mehr aus. Aber 31 Tagen ? Das kann doch nicht so lange dauern...

Hello,

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

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.

Best regards,

Kristina

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 makes such a request, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

• As far as I know, I haven't made any withdrawals there yet, but I've played a few times.
• KYC verification isn't required from me. It says "Your account verification isn't required at the moment."
• The bonus had been wagered for a long time and I continued playing with real money!

• Abhebungen habe ich bis jetzt dort nicht vorgenommen so wei ich weiss, aber schon öfters Gespielt.
• KYC-Verifizierung wird von mir nicht verlangt. Da steht "Im Moment ist dein Konto keine Verifizierung erforderlich"
• Bonus war schon sehr lange umgeseztz und ich habe noch weiter Gespielt mit echtem Guthaben!

I always get messages like this and replies... And the money still hasn't been paid out!

Solche Nachrichten - Antworten bekomme ich immer... Und das Geld ist immer noch nicht ausgezahlt!

Thank you for your reply. 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.

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

It's been "in progress" for 35 days, and nothing has happened yet...

Es steht schon 35 Tagen "in Bearbeitung". Es passiert bis heute nichts...

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Mirka (miroslava.d@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.

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Posido Casino representative to join this conversation.

Dear Posido Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear FCCJena,

You are required to complete the verification process in order to proceed with your withdrawal.

You Kindly note that the requested documents for verification need to be uploaded via the website only, using the Document Verification Service. This can be found under "Settings => Verification", in your account. 

Once you enter the verification tab you should be able to see the status "Verification Required" as well as the documents that are needed and proceed with uploading them from there.

Thank you in advance.

Kind Regards,

Posido Casino Team

Dear player,

Have you been able to access the verification page, and provide the casino with the requested documents?

Dear Posido Casino,

Documents are now all loaded!

"Until today, I wasn't required to complete KYC verification. It always said, 'Your account doesn't require verification at the moment.' But now I suddenly had to complete it—well, now I've done it."

Liebes Posido Casino,

Dokumente sind jetzt alle geladen!

„Bis heute wurde von mir keine KYC-Verifizierung verlangt. Es stand immer: ‚Im Moment ist für dein Konto keine Verifizierung erforderlich.‘ Doch nun musste ich sie plötzlich doch durchführen – na ja, jetzt habe ich es erledigt."

And now, as expected, you don't want to accept verification from me...

I'm sending an original PDF statement from the bank and you don't want it!

It says I want to see deposits and withdrawals, but it's a credit card. I can only pay with it, and I can't get any money onto it. They don't understand that...

And I'm not getting any other statements from the bank. I've already informed them, and they say this is the correct one and that's all they have...

Und wie erwatet jetzt , eine Verification von mir wollen Sie nicht akzeptieren...

Ich sende ein Originale PDF auszug von der Bank und Sie wollen das nicht!

Da steht die Wolle einzahlungen und auszahlungen sehen, aber das ist eine Krerditkarte ich kann nur damit bezahlen und ich kann nichts auf diese Karte geld bekommen, die verstehen das nicht...

Und von der Bank bekomme ich keine andere auszüge , habe ich schon informiert die sagen das ist die richtige udn mehr haben die auch nicht...

UPDATE

You've now verified my account. That's good. Now I've requested another withdrawal. Let's see what happens this time.

UPDATE

Sie haben jetzt mein Konto verifiziert. Das ist schon mal gut. Jetzt habe ich erneut eine Auszahlung beantragt. Mal sehen, was diesmal passiert.

Thank you for the update.

Please notify me, when you receive the withdrawal.

Today, all the money was paid out. Thank you for your support, and also a big thank you to the casino for their cooperation and feedback.

Heute wurde das gesamte Geld ausgezahlt. Vielen Dank für eure Unterstützung und auch ein Dankeschön an das Casino für die Zusammenarbeit und die Rückmeldungen.

Dear player,

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,

Mirka Dubasova

Casino.Guru