Posido Casino - A retirada do jogador está atrasada.

I requested a withdrawal of €1,500 witch was never processed within the promissed of 3 business days. It was now been over 2 weeks with no resolution. I also could not request an additional €1,000 of my balance due to the sites 3 withdrawal limit. I contact support several times without any affective help. I would like the €1,500 to be paid and access to the remaining €1,000.

I have more prints to comprove.

Dear User1209,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with the withdrawal process at the casino.

To better understand your situation and assist you effectively, could you please provide answers to the following questions:

• Have you made any successful withdrawals from this casino before?
• Have you passed the full KYC verification?
• Could you please specify if you played with or without a bonus?
• When was the last time the casino communicated with you and what was it about?

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,

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Dear Veronika,

Thank you very much for your message.

1. Yes, I have successfully made several withdrawals from this casino in the past.

2. My account does not require verification, as clearly stated in my personal account area.

3. I played without using any bonus.

4. The last time the casino contacted me was in March, but usually I am the one who has to reach out. Every time I do, they simply ask me to wait patiently. I have sent multiple emails, but none have been answered.

I would like to emphasize that I am claiming the €1,500 that I requested and was never paid, despite the casino’s own terms and conditions stating withdrawals should be processed within 3 business days. I waited more than two weeks with no resolution. Although I eventually used that amount, it was only because I assumed it would never be paid.

Furthermore, I ask that the remaining €1,000, which I could not withdraw due to the limit of three pending requests, be made available to me, as it was legitimately won.

The casino failed to comply with its own terms, and for that reason, I am claiming the €1,500 overdue and access to the remaining €1,000.

Thank you in advance for your assistance.

Kind regards,

Usuário1209

I would like to inform you that I have all the screenshots of how the account does not need verification and that it has taken more than 3 working days, not counting the date of the withdrawal request. After several contacts with the chat they told me to wait patiently, like an automatic message.

Mais informo que tenho todos os prints, de como a conta não precisa de verificação e qie ultrapassou mais de 3 dias úteis, não contado com a data do pedido de levantamento. Após vários contatos com o chat informaram que devia aguardar pacientemente, tipo mensagem automática.

Thank you very much, User1209, for providing all the necessary information. I will now transfer your complaint to my colleague Romi (romana.r@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

I would appreciate a resolution as soon as possible, as this situation has been going on for a long time.

Agradeço resolução o mais breve possível, pois esta situação já se vem arrastando à imenso tempo.

Hello User1209,

My name is Romi, and I will be assisting you with your case. I would like to request the presence of a representative from the casino in this conversation.

Dear Posido Casino,

Could you possibly provide information regarding the withdrawal and clarify the situation?

Thank you in advance.

Respectfully,

Romi

Dear Casino Guru,

I hereby urgently request your intervention in the case I have been reporting regarding the Posido casino. It's been more than 10 days since the situation began, and so far I haven't received any resolution from the casino or any relevant updates.

This is a significant outstanding amount, and the prolonged delay is causing great inconvenience. I request that you contact the casino as soon as possible to speed up the resolution of the problem.

Thank you in advance for your attention and support, and I look forward to hearing from you with positive news.

Prezados(as) do Casino Guru,

Venho, por meio deste, solicitar com urgência a vossa intervenção no caso que tenho reportado, relacionado ao casino Posido. Já se passaram mais de 10 dias desde o início da situação e, até o momento, não obtive qualquer resolução por parte do casino, nem atualizações relevantes.

Trata-se de um valor pendente significativo, e o atraso prolongado está causando grande transtorno. Solicito que entrem em contato com o casino o mais breve possível para acelerar a resolução do problema.

Agradeço desde já a vossa atenção e apoio, e fico no aguardo de um retorno com novidades positivas.

Dear Sirs,

I hereby inform you that the period of 7 working days given to the Posido casino to respond to this complaint has expired, without any response or clarification having been provided by the entity complained of.

I therefore request that your team continue the analysis process, considering the lack of cooperation from the casino.

Thank you in advance for your attention and support.

Exmos. Senhores,

Venho por este meio informar que o prazo de 7 dias úteis concedido ao casino Posido para responder à presente reclamação terminou, sem que tenha sido prestada qualquer resposta ou esclarecimento por parte da entidade reclamada.

Assim, solicito a continuação do processo de análise por parte da vossa equipa, considerando a ausência de cooperação por parte do casino.

Agradeço, desde já, toda a atenção e o apoio disponibilizado.

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.

I would like to point out that in the terms and conditions themselves, one of the emails that appears there for complaints does not exist, as I receive an automatic reply in my email with this information. Once again, please resolve this as soon as possible.

Quero salientar que nos próprios termos e condições um dos emails que lá constam para reclamação não existe, pois recebo no meu email resposta automática com esta informação. Peço mais uma vez resolvam com a máxima brevidade possível.

Dear User1209,

Please allow me some time to contact the casino outside this thread now.

Thank you in advance.

Kind regards,

Romi

Ok

Has there been any response from the Posido casino? This situation has been going on for weeks, which is unacceptable.

Já existe alguma resposta por parte do casino Posido? Esta situação já dura semanas o que é inadmissível.

Dear User1209,

I am really sorry for this situation.

There has been some delay in responses from this casino, and I hope soon it will all be fixed.

If you have any more information regarding your case, please come forward at any time.

Thank you for your understanding and your patience.

Respectfully,

Romi

Thank you for your feedback, however I would like to point out that I have already sent several emails and unfortunately I have rarely received a response from the casino.

I understand that there may have been delays, but it is the platform's responsibility to comply with its own terms and conditions. The fact that the amount is no longer available is due to disbelief that the payment would actually be made given the lack of cooperation and compliance.

If the casino continues to fail to cooperate effectively, I would like to know what the next possible steps are to resolve this situation, including, if necessary, appealing to a regulatory body or other appropriate means.

I look forward to a concrete and definitive resolution.

Yours sincerely

Agradeco o seu retorno no entanto gostaria de salientar que já enviei vários emails e infelizmente raramente obtive resposta por parte do casino.

Entendo que possa ter havido atrasos, mas é responsabilidade da plataforma cumprir com os seus próprios termos e condições. O facto de o valor não estar mais disponível deve-se há descrença de que o pagamento realmente fosse realizado tendo em conta à falta de colaboração e cumprimento.

Caso o cassino continue a não colaborar de forma eficaz gostaria de saber quais os próximos passos possíveis para resolver esta situação, incluindo se necessário, recorrer a uma entidade reguladora ou outro meio adequado.

Fico no aguardo de uma resolução concreta e definitiva.

Atenciosamente

All lies. Automatic replies. I never receive any emails. It's frustrating. I ask for your cooperation on this matter as soon as possible.

Tudo mentira. Respostas automáticas. Nunca chego a receber nenhum email. É frustrante. Peço a vossa colaboração neste assunto o mais breve possível.

Dear User1209,

Thank you for contacting us.

We sincerely apologize for any inconvenience that may have arisen due to the delay.

We would like to confirm that, according to your account details, your withdrawal requests have all been completed and there are currently no outstanding payouts on your account.

Furthermore, we've noticed that you've submitted multiple withdrawal requests and then cancelled them before they had been completed.

Please be advised that should you choose to cancel an existing pending withdrawal, the processing time for the withdrawal will reset.

We hope this clears things up for you!

Kind regards,

Posido Casino Team

It was canceled because I thought they would never pay. And it was in process for more than 3 working days as shown in the screenshots sent. You have violated your own terms and conditions by not processing within the timeframe you stipulated. If you had processed it within the time limit as per your terms I would have had this money in my account, so you have to take responsibility for that. Given that, I ask Casino Guru to help resolve this situation that has been going on for a long time.

Foi cancelado por achei que nunca fossem pagar. E esteve em processamento mais de 3 dias úteis conforme consta nos prints enviados. Vocês violaram os vossos próprios termos e condições de não processarem dentro do prazo estipulado por vós. Se tivessem feito o processamento dentro do prazo conforte contas nos vossos termos eu teria este dinheiro na conta e por isso têm que se responsabilizar por isso. Dado que, peço ao casino Guru que ajude a resolver esta situação que já se arrasta a imenso tempo.

Dear User1209,

I hope this message finds you well.

We would like to take this opportunity to provide clarification regarding the withdrawal process.

We sincerely apologize for any inconvenience that may have arisen due to the delay in processing your withdrawals.

Upon reviewing your account, we have noted that out of a total of 50 withdrawal submissions, only 3 have successfully reached completion. The majority of the attempts were canceled either on the same day or the following day.

Please be informed that withdrawal requests generally require a minimum of three business days for processing, commencing from the day following the request or the day of the last processed withdrawal. It is important to note that this timeframe does not include Saturdays, Sundays, and holidays.

Additionally, we would like to highlight that, in our commitment to ensuring the security of all payments and full compliance with our security policy, there may be instances where additional checks are necessary, which could extend the processing time of payments.

Furthermore, we kindly advise you to refrain from canceling withdrawal requests, as this will necessitate the initiation of the process anew.

Thank you for your understanding.

Kind regards,

Posido Casino Team

thank you for your reply, however, I would like to agree with some of the information mentioned.

The statement that only 3 withdrawals were successfully completed is not true. I have clear and documented proof that I have made more successful withdrawals previously. This particular situation is an exception and has rightly caused me great concern.

Throughout this process, I have contacted them several times via chat and email, trying to get a solution to the delays. Unfortunately, in none of these instances did I get satisfactory answers - only generic, automatic messages that did nothing to solve the problem.

It is unacceptable that a casino with the trust of Posido did not ask for any kind of document to justify the delay. Nor did it receive any plausible explanation of the cancellations or why the amounts had not been credited.

The recommended three working days - excluding weekends and public holidays - were duly respected, as I can see from the forms and records I sent. I therefore continue to request the sum of €2,500, which I earned legitimately and which has not yet been credited to my account solely due to a lack of cooperation and assistance on your part.

In view of the above, I ask Casino Guru to intervene in this situation and help resolve it with Casino Posido, as this impasse has been going on for far too long without any real progress.

I reiterate that I am fully available to provide further evidence and clarification whenever necessary.



agradeço pela resposta, no entanto, gostaria de concordar com algumas informações mencionadas.



A afirmação de que apenas 3 retiradas foram concluídas com sucesso não é verdadeira. Tenho provas claras e documentadas de que realizei mais saques com sucesso anteriormente. Esta situação específica é uma exceção e, com razão, tem-me causado grande preocupação.



Durante todo esse processo, entrei diversas vezes em contato através do chat e por e-mail, tentando obter uma solução para os atrasos. Infelizmente, em nenhum desses benefícios obtive respostas satisfatórias — apenas mensagens automáticas e genéricas que em nada ajudaram a resolver o problema.



É inaceitável que um cassino com a confiança do Posido não tenha solicitado em momento algum tipo de documento que justifique o atraso. Tampouco recebeu qualquer explicação plausível sobre os cancelamentos ou sobre o motivo dos valores não terem sido creditados.



Os prazos de 3 dias úteis e recomendados — excluindo fins de semana e feriados — foram devidamente respeitados, como comprovo através dos impressos e registros que enviei. Por isso, continuo a solicitar o valor de 2.500€, ganho de forma legítima, e que até hoje não foi creditado na minha conta unicamente por falta de colaboração e assistência da parte de vocês.



Diante do exposto, peço ao Casino Guru que intervenha nesta situação e auxilie na resolução junto ao Cassino Posido, pois este impasse já se arrasta há tempo demais sem qualquer avanço real.



Reitero que estou totalmente disponível para fornecer provas e esclarecimentos adicionais sempre que necessário.

I would also like to point out that if I made the cancellations for this €2,500 it was because I had already exceeded the 3 working days excluding weekends and holidays. I had also tried to get further clarification through the chat, so I didn't get any plausible answer that could reassure me that my withdrawals were safe. I also sent an email to the address listed on your platform and received no reply. It appears that you did this on purpose so that I would cancel and the funds would disappear. After several consultations on the Casino Guru platform, I see that similar situations have occurred, tarnishing your reputation, which worries me even more. Seeing all these situations, violating your own terms and conditions and not asking for any additional documents from me so that the withdrawals are processed in a secure way as posido mentions, I kindly ask casino guru together with Posido casino to resolve this situation as soon as possible. If in past situations I have canceled a total of 50 withdrawals, this situation is not relevant to the case in question of the €2,500 I am claiming. This situation dates back to February 24th. I ask for maximum resolution and for you to accept your mistakes.

Quero salientar também que se eu fiz os cancelamentos referente a estes 2,500€ foi porque já tinha ultrapassado os 3 dias úteis excluindo os fins de semana e os feriados. Tinha também tentado obter mais esclarecimentos através do chat pelo que não obtive qualquer resposta plausível que me pudessem tranquilizar de que os meus saques estavam seguros. Também enviei email para o endereço constado na vossa plataforma e não obtive qualquer resposta. Dão assim a entender que o fizeram de propósito para que eu fosse cancelar e que os fundos se sumissem. Após varios consultas nessa plataforma casino Guru vejo que situações semelhantes aconteceram, manchando a vossa reputação o que ainda me preocupou mais. Visto essas situações todas, violando os vossos próprios termos e condições e não pedindo qualquer documento meu adicional para que os saques fossem processados de forma segura como a posido menciona, peço gentilmente ao casino guru que junto com o casino Posido, resolva esta situação o mais rápido possível. Se em situações passadas fiz o cancelamento perfazendo um total de 50 saques cancelados, esta situação não é revelante para o caso em questão dos 2,500€ no qual reclamo. Esta situação é de 24 de Fevereiro. Peço resolução máxima e que assumem os vossos erros.

Dear User1209,

Could you please clarify if this amount is still in your casino account?

Thank you in advance.

Respectfully,

Romi

it's not. How can I solve this?

nao está. Neste caso como resolver?

is not available. How can I solve it?

nao está disponível. Como resolver?

Dear Romi,

We would like to ask you to check the response provided by mail.

Thank you in advance.

Kind regards,

Posido Casino Team

I ask that all the information be put on this platform so that I can follow it. And not by email, because then I won't be able to follow developments.

peço que todas as informações sejam colocadas nesta plataforma de forma a que eu possa acompanhar. E não por email pois assim deixo de poder acompanhar o desenvolvimento.

Hello, all.

Thank you, Posido Casino, for the evidence.

Dear User1209,

Unfortunately, if there is no withdrawable balance on your account, we are not able to help you any further with your complaint.

If you are unhappy with the resolution of this complaint, we would like to suggest you turn to the licensing authority of the casino.

Respectfully,

Romi

I have been waiting for more than two weeks and they have never processed the payment, I have asked them several times to close my account, they do not respond to emails, I continue to receive information by phone and email with promotional offers. This casino is terrible and I am totally dissatisfied, I ask players not to bet as you will only keep your money and the chat is misleading. The casino posido has not acted correctly or complied with its own terms and conditions and yet the casino guru protects it. I ask for my account to be closed completely and for my personal data to be deleted from both casino guru and posido as they are the same, deceitful.

estive mais de duas semanas à espera e nunca processaram o pagamento já pedi várias vezes para encerrarem a minha conta, não respondem aos emails continuo a receber informação via telefone e email com ofertas promocionais. Este casino é pessimo e estou totalmente insatisfeita, peço aos jogadores para não apostarem pois só ficarão com o vosso dinheiro e o chat é enganoso. O casino posido não agiu corretamente nem cumpriu os próprios termos e condições e ainda assim o casino guru o protege. Peço que a minha conta seja totalmente encerrada e eliminação dos meus dados pessoais tanto do casino guru como da posido pois são iguais, enganadores.

Dear User1209,

I am sorry for any inconvenience you experienced with this casino, but unfortunately, as there is no remaining amount on your balance, I am forced to close this complaint now.

Please know that your account will be closed after this as per your request as well.

Stay well.

Respectfully,

Romi