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Posido – Withdrawals requested on September 17 still unpaid

I made my first withdrawal on September 17, 2025 (and subsequently two more withdrawals of €500 each, as per the platform limit, on September 18 and September 19). As of today, September 29, 2025, no funds have yet been credited.

My account is fully verified, and chat support confirmed that the documentation is in order. However, whenever I ask for clarification, I only get vague responses like "the finance department has a lot of requests," or "the verification process is underway," without providing a concrete reason for the delay.

Tired of the totally vague answers and also at the suggestion of the chat operators on September 24, 2025 I send a formal complaint via email to support@posido.com I was initially told that the request had been taken into consideration, but to date (29 September) I have not yet received any response on the matter.

I request that my withdrawals be processed immediately and that I be provided with a written explanation for the delay. I'm attaching screenshots of the chats and emails as proof.

Posido – Prelievi richiesti il 17 settembre ancora non pagati

Ho effettuato un primo prelievo in data 17 settembre 2025 (e successivamente altri due prelievi da 500 € ciascuno, come previsto dal limite della piattaforma in data 18/09 e 19/09). Ad oggi, 29 settembre 2025, nessuna somma è stata ancora accreditata.

Il mio account è completamente verificato e il supporto in chat ha confermato che la documentazione è regolare. Tuttavia, ogni volta che chiedo spiegazioni ricevo soltanto risposte vaghe del tipo "il dipartimento finanziario ha tante richieste", "sono in corso verifiche", senza fornire un motivo concreto del ritardo.

Stanco delle risposte totalmente vaghe e anche su suggerimento degli operatori della chat in data 24 settembre 2025 invio un reclamo formale via email a support@posido.com: mi è stato risposto solo inizialmente che la richiesta era stata presa in carico, ma ad oggi (29 settembre) non ho ancora ricevuto alcuna risposta nel merito.

Chiedo che i miei prelievi vengano processati immediatamente e che mi venga fornita una spiegazione scritta per il ritardo. Allego screenshot delle chat e delle email come prova.

Dear player,

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 the 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

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, 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.

Dear player,

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.

Good morning,

To date, I can inform you that the situation has not changed and the amounts are still "under review."

The live chat operators' responses are always vague and disconnected from the questions asked, and they always say there's a delay related to the finance department. I've attached a screenshot of the last chat that took place this morning.

Regarding the emails sent on 24/09 and 29/09, there has still been no response.

They also told me in previous chats that the account is regular and I don't have to provide any documents for KYC.

I would also like to point out that this is my first time using their platform. I have never made withdrawals with them, and despite their policy indicating that payments are processed within 3-5 business days, they make excuses without providing clear, precise, or effective explanations, limiting themselves to saying that there are a lot of requests.

Thank you in the meantime for the support and help you provide.

Buongiorno,

Ad oggi vi informo che la situazione non è cambiata e gli importi risultano ancora in "fase di verifica".

Le risposte degli operatori della live chat sono sempre vaghe e sconnesse con le domande poste e dicono sempre che c'è un ritardo legato al dipartimento finanziario. Allego screen dell'ultima chat avvenuta in mattinata poco fa.

In merito alle mail inviate in data 24/09 e 29/09 ancora nessuna risposta.

Mi hanno indicato anche in chat avute precedentemente che l'account è regolare e non devo fornire nessun documento per il KYC.

Specifico inoltre che è la prima volta che gioco con la loro piattaforma, non ho mai fatto prelievi con loro e nonostante da policy indicano che i pagamenti vengono effettuati dai 3-5 giorni lavorativi arrancano scuse senza fornire spiegazioni chiare, precise ed effettive limitandosi a dire che ci sono tante richieste.

Vi ringrazio nel frattempo per il supporto e l'aiuto che fornire.

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Did you accumulate your winnings with or without an active bonus?

Since the three withdrawal requests made on September 17, 18, and 19 — have you submitted any further withdrawal requests after that?

Has the total amount you are trying to withdraw changed in any way since?

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.

Good evening, I made the win without any active bonus, so much so that the balance I'm trying to withdraw is real and without any type of bonus present.

After the three requests submitted on the 17th, 18th and 19th, I did not make any type of withdrawal request as their policy allows only 3 withdrawals to be made at a time.

The amount I am trying to withdraw has remained unchanged and has not changed.

Below are the screenshots:

Thanks for your support.

Buonasera la vincita l'ho effettuata senza nessun bonus attivo, tant'è che il saldo che provo a prelevare è reale e senza alcun tipo di bonus presente.

Dopo le tre richieste presentate in data 17, 18 e 19 non ho avanzato nessun tipo di richiesta di prelievo in quanto per policy loro è possibile avanzare solo 3 prelievi per volta.

L'importo che sto provando a prelevare è rimasto invariato e non è cambiato.

Di seguito le schermate:

Grazie per il supporto.

Thank you very much for providing the necessary information. 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 Andrea100693,

We are pleased to inform you that your withdrawal request made on the 17th, 18th and 19th of September has been successfully completed.

The funds may take 3 to 5 working days to appear in your account, depending on the payment method used and your bank’s processing times.

Kind Regards,

Posido Casino Team

Good morning, I received the first credit of 500 euros on October 6, I'm still waiting for the other withdrawals.

I hope the remaining amount will be processed more quickly than the 19 calendar days I had to wait.

If possible, I would ask that you keep the report open until the funds are fully withdrawn. In the meantime, I would like to thank both Casino Guro for their assistance and you at Posido for your prompt response.

Buongiorno, ho ricevuto il primo accredito di 500 euro in data 6/10, rimango in attesa degli altri prelievi.

Spero che per la restante somma le tempistiche siano più rapide rispetto ai 19 giorni di calendario che ho dovuto attendere.

Se possibile chiederei di tenere aperta la segnalazione fino al ritiro completo dei fondi e nel frattempo ringrazio sia casinò guro per l'assistenza fornita e che anche voi di Posido per la risposta celere fornita.

Dear player,

Could you please specify, how much you received since your last message?

Good morning,

From the opening of the report to today, of the 9600 won they have only given me 1500. I am waiting for the other withdrawals.

I hope they keep the timeframes indicated in the conditions this time otherwise I would find myself making withdrawals for 4 months and that doesn't seem very fair towards the players.

Buongiorno,

Dall'apertura della segnalazione ad oggi, dei 9600 vinti me ne hanno dati solo 1500. Sono in attesa degli altri prelievi.

Spero mantengano le tempistiche indicate nelle condizioni questa volta altrimenti mi ritroverei a fare prelievi per 4 mesi e non mi sembra molto corrett9 nei confronti dei giocatori.

Dear Posido Casino,

Could you please clarify, if there is something that can be done to speed up the withdrawal process?

Thank you.

Dear all,

We sincerely apologize for the longer-than-usual processing time and for any inconvenience caused by the withdrawals delay.

Your withdrawals request have been forwarded to the appropriate department, which will process the payment at the earliest opportunity.

Thank you for your patience and understanding.

Kind Regards,

Posido Casino

Thank you, casino, for your reply, but I sincerely hope that my next withdrawals will be processed more quickly. If you specify deadlines in your casino's terms and conditions, they must be respected. Delays should be the exception, not the rule; otherwise, amend the terms and conditions.

I always thank the parties for their responses and support.

Ti ringrazio casinò per la risposta, ma spero vivamente che i prossimi prelievi che dovrò inserire vengano gestiti con più celerità. Se indicate delle tempistiche nelle condizioni del vostro casinò queste devono essere rispettate. Il ritardo deve essere l'eccezione non la regola altrimenti modificate le condizioni generali.

Ringrazio sempre le parti per le risposte e il supporto fornito.

Dear player,

Have you received any withdrawals since your last message?

Good morning,

They are currently processing the requested withdrawals, but I am still waiting to withdraw my entire winnings before committing any further action.

For now, I would like to take this opportunity to thank both parties for their support and availability.

Buongiorno,

Attualmente stanno scodando i prelievi richiesti, ciò nonostante attendo di ritirare l'intera vincita prima di sbilanciarmi.

Per il momento colgo l'occasione per ringraziare entrambe le parti per il supporto e la disponibilità dimostrati.

Dear player,

Could you please provide us with an update on your withdrawal process?

Good morning,

Withdrawals are currently being processed, I'm still waiting for the remainder.

I will update you as soon as possible.

Thanks again to both parties.

Buongiorno,

Attualmente i prelievi stanno scodando, attendo ancora la parte rimanente.

Vi aggiornerò il prima possibile.

Grazie ancora a entrambe le parti.

Dear player,

Could you please specify, how much is still left to withdraw?

Thank you.

Good morning,

1500 are waiting and I hope they will be authorized as soon as possible, after which there are still approximately 2150 left.

Thank you.

Buongiorno,

1500 sono in attesa e spero vengano autorizzati il prima possibile, dopodiché ne rimangono ancora 2150 circa.

Grazie.

Thank you for the update.

Please notify me, when you receive the rest of the disputed amount.

Good morning,

I received another 500 euros on Sunday, but they cancelled a withdrawal I made at the beginning of the month for no reason.

I am currently still waiting to withdraw approximately 2550 euros.

Thank you and have a good day.

Buongiorno,

Ho ricevuto domenica altri 500 Euro ma mi hanno annullato un prelievo fatto a inizio mese senza nessun motivo.

Attualmente sono ancora in attesa di prelevare 2550 euro circa.

Grazie e buona giornata.

Dear all,

Kindly note that the pending withdrawal totaling 1,000 EUR has been successfully processed.

Kind regards,

Posido Casino

Good morning,

I confirm, I'm waiting for the last withdrawal.

Thanks again to all parties.

Buongiorno,

confermo, rimango in attesa dell'ultimo prelievo.

Grazie ancora a tutte le parti.

Dear player,

Please notify me, when you receive the last withdrawal.

Thank you.

Good morning,

I confirm that I received the last credit today.

I thank both parties for their cooperation and support.

Buongiorno,

Confermo di aver ricevuto in data odierna l'ultimo accredito.

Ringrazio entrambe le parti per la collaborazione e il supporto ricevuto.

Dear Andrea100693,

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