Posido Casino - A verificação da conta do jogador está atrasada.

I have been waiting for a month for my account to be verified, the only thing missing is my bank statement, which I cannot upload to the site because it always shows me an error.

I have contacted support countless times and they told me to send the bank statement by email, which I did, but I have been waiting for a response for a month now, to no avail.

Seit einem Monat warte ich das mein Konto verifiziert wird, es fehlt nur noch mein Kontoauszug den ich allerdings nicht auf der Seite hoch laden kann, da es mir da immer ein Fehler anzeigt.

Ich habe unendliche Male den Support kontaktiert und der meinte ich soll den Kontoauszug per Mail schicken, was ich auch gemacht habe, doch seit einem Monat warte ich auf eine Antwort, vergeblich.

Dear Dubbi,

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

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise when exactly did you send the bank statement?

Have you provided all the required documents as soon as possible and in the correct format?

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,

Dominika

I sent the bank statement in PDF format on February 19th and again on February 23rd.

Ich habe am 19.02. und nochmal am 23.02 den Kontoauszug im PDF Format geschickt.

Dear Dubbi, have you received any update from the casino on the bank statement verification?

Have you contacted them to confirm receipt and if further documents are required?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

I still haven't received an answer and I can't access the live chat to ask anymore.

I don't know if this has been blocked for me in the meantime.

Ich habe noch immer keine Antwort bekommen, ich komme auch nicht mehr in den Live-Chat um nachzufragen.

ich weis nicht ob mir dieser mittlerweile blockiert wurde.

Dear Dubbi, I have not received any communication from you with the casino. Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

I sent them the chat by email

Ich habe ihnen den Chat per Mail gesendet

Thank you very much, Dubbi, for providing the necessary information. I will now transfer your complaint to my colleague Martina (martina.b@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 Dubbi,

My name is Martina and from now on, I will assist you with resolving your complaint.  I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Posido Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player has not been yet verified?

Thank you in advance for providing the information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello Dubbi!

Can you give me some update? Have your account been verified?

No, nothing has happened so far.

Nein es hat sich bis jetzt nichts getan.

I see.. Thank you Dubbi for an update.

I have tried to contact the casino outside of this thread, so I will extend their timer, hoping they will respond and start to cooperate.

Thank you for being patient

Dear all

Thank you for your patience.

Kindly be informed that we are still waiting from the player  transaction history of their payment account for period 16.01 - 16.02.25, showing all transactions including the deposit(s) made to us.

Kindly send it to us at : support@posido.com

Best Regards

Posido Team 

Dear Posido Casino Team. Thank you for the update. As far as I know, The player has already sent such document and when he asked the live chat, they claimed, that they received it, but it needed to be evaluated. That is the reason the player didn't send any more documents.

But thank you for letting us know that this is the document you are waiting for.

Dear Dubbi, Can you please send the bank statement according to the dates once again, please?

I would need an e-mail where I should send it to because I cannot upload the bank statement here for whatever reason.

Dazu bräuchte ich bitte eine e-mail wo ich es hin senden soll da ich hier warum auch immer den Kontoauszug nicht hoch laden kann

Sure!

As mention above,

Kindly send it to us at : support@posido.com

and you can also to me at: martina.b@casino.guru

I have just sent the email to you and Posido

Habe die Mail an Sie und Posido soeben gesendet

Great! Thank you Dubbi for letting me know.

Now, Posido Casino representative, could you please let us know if you received the email? And if there is anything else you need from the player?

Thank you guys for cooperation!

My account has now been verified. I'm just waiting for the payouts.

Mein Konto wurde nun verifiziert. Ich warte jetzt nur noch auf die Auszahlungen

Thank you Dubbi for the statements you have sent me and to the casino, since your account has been verified, I believe that they received the document.

I hope that at this point it should only be a matter of time before the payment reaches you.

I will keep this complaint opened until your confirmation regarding successful withdrawal.

Please let me know as soon as you receive the payment.

Dear Dubbi,

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.

I have not received any payout yet

Ich habe bis jetzt noch keine Auszahlung erhalten

Thank you Dubbi for the update.

Posido Casino, can you please give us more information about payment since the money still haven't arrived? Is there anything else you need from the player? Please let us know!

The first payout was made today

Die erste Auszahlung ist heute erfolgt

Nice! I´ m so glad!

How much there is left, please?

1500€ but I think that should not be a problem anymore

1500€ aber ich denke das sollte kein Problem mehr sein

Yes, neither do I:-)

Do you want me to close the complaint as resolved or do you want to wait for the rest?

You can close it as done.

Thanks

Sie können es als erledigt abschließen.

danke

Alright! Thank you for letting me know!

I must say , that I am very glad, that your issue has been resolved.

I'll go ahead then 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,

Martina Bennett

Casino.Guru