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Good afternoon. Since Friday, I've had pending withdrawals of €800 each, and they keep canceling them, claiming it's my payment provider. This is a lie, as I've spoken to my bank, and they don't cancel any transfers. I'm a VIP at the casino, and they don't answer; they just keep giving me the runaround. I want my money back; this is causing me anxiety.

Buenas tardes desde el viernes tengo retiros pendientes de 800 euros cada uno y me los cancelan diciendo que es mi proveedor de pagos y es mentira ya que he hablado con mi banco y ellos no cancelan ninguna transferencia soy vip en el casino y no contestan te dan largas quiero mi dinero me produce ansiedad esto

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

If anything seems suspicious, contact us directly.

Stay safe.

Dear Potroo,

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 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

Good morning, after a week I'm still waiting for my withdrawals. Three days ago they told me to upload documents for verification, and here I am still waiting. Can someone help me? Everything is uploaded, they don't answer, they just keep giving me the runaround, the live chat doesn't help or clarify anything.

Buenos días después de una semana sigo esperando mis retiros . Me dijeron hace tres días que subiera documentos para la verificación y aquí sigo esperando . Alguien me ayuda está todo subido no contestan dan largas el chat en vivo no te ayudan ni te aclaran nada

Good morning. After 12 days, I'm still waiting for verification and my withdrawals. The chat support always tells you the same thing and doesn't offer a solution. Honestly, you get more desperate every day that passes, and you don't know what to do. Please, could you intervene in this case and help me? Thank you.

Buenos días después de 12 días sigo esperando la verificación y mis retiros en el chat siempre te dicen lo mismo y no te brindan la solución la verdad esque te desesperas cada día que pasa y uno no sabe que hacer por favor podéis intervenir en el caso y ayudarme . Gracias

Good morning, I'm still in the same situation after 15 days. On the 11th, they asked me for verification (my ID and a selfie). They processed it, but three days ago they asked me again for my debit card information. I'm tired of this situation. Please, can you intervene and help me? In the live chat, they always tell you the same thing and do nothing.

Buenos días sigo en la misma situación después de 15 días el día 11 me pidieron veificación mi DNI y selfie ya le dieron paso pero me volvieron a pedir hace tres días otra vez la información de la tarjeta de debito estoy ya cansado de esta situación por favor podéis intervenir y ayudarme ya que en el chat en directo siempre te dicen lo mismo y no hacen nada

Dear Potroo,

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 afternoon, I'm still waiting for my withdrawals. My ID and selfie were verified correctly, but they've asked for my debit card again, and I'm still waiting. They've been looking into it for four days now. I need your help. Thank you.

Buenas tardes sigo esperando mis retiros me verificaron el DNI y selfie correctamente pero me han vuelto a pedir la tardeja de debito y estoy a la espera pero llevan mirándolo ya 4 días necesito vuestra intervención gracias

Can you please intervene? Thank you, it's been 17 days.

Podéis intervenir por favor gracias ya han pasado 17 días

Good morning Karla, I'm trying to send you messages but they're not reaching you. Please, I need you to intervene. I've been waiting 17 days for my withdrawals.

Buenos días Karla ,intento mandaros mensajes y no os llegan por favor necesito que intervengais llevo 17 días esperando mis retiros

Good afternoon, can someone please answer me?

Buenas tardes alguien me puede contestar por favor

Good morning, it's been almost 20 days and I'm still having the same problem with my withdrawals. There are pending withdrawals and the verification process, according to them, is complete, but they haven't updated it. Please reply, and if you can intervene, I would be very grateful.

Buenos días ya casi 20 días y sigo igual con mis retiros hay pendientes y la verificación según ellos está completa pero no me lo actualizan por favor contestarme y si podéis intervenir os lo agradecería

Dear Potroo, thank you for your response. 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?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

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.

Karla

Good afternoon, I've been a casino customer for almost two years and have had successful withdrawals on several occasions. The first verification was requested on February 11th: ID, selfie, and debit card, which is the one I use for deposits and withdrawals. On the 18th, I passed the valid ID and selfie verification, and they asked for my debit card again. I sent the documents, and the next day my account showed "verification pending," but it only said that; it didn't say I had to upload the documents again as before. I'm sending you screenshots of everything, including the emails they've sent me. It's been almost 20 days, and they haven't resolved anything. The truth is, the stipulated time has already passed. I would like you to intervene and help me. In the chat, they always say the same thing; they don't clarify anything. Some say I need verification again, others say the withdrawals are in the final stage, and so on. The winnings have been in the casino, not sports, and the winnings aren't from bonuses. The verification is supposed to be validated, but My account isn't being updated.

Buenas tardes soy cliente del casino desde hace casi dos años si he tenido retiros con éxito en varias ocasiones .la verificación primera me la pidieron el día 11 de febrero DNI selfie y tarjeta de debito que es la que utilizo para los depósitos y retiros ,el día 18 pase verificación válida de DNI y selfie y me volvieron a pedir otra vez la tarjeta de debito mandé los documentos al día siguiente me aparecía verificación pendiente en la cuenta pero ya solo ponía eso no ponía que tuviera que volver a cargar los documentos como en anterior ocasión te mando capturas de pantalla de todo y también de los emails que se han puesto en contacto conmigo pero llevo casi 20 días así y no me solucionan nada la verdad esque ya ha pasado el tiempo estipulado me gustaría que intervinierais y me ayudéis en el chat siempre te dicen lo mismo no te aclaran nada unos te dicen que necesitas verificación otra vez otros te dicen que los retiros están en la ultima etapa y así las ganancias han sido en casino no deportes y las ganancias no son de bono la verificación de supone que ya la tengo validada pero no me actualizan mi cuenta

Good morning, please, can someone help me? The situation remains the same after almost 22 days. I've already sent you all the information; can you intervene? I need your help.

Buenos días por favor ,alguien me ayuda la situación sigue igual 22 días casi ya te he mandado toda la información podéis intervenir necesito vuestra ayuda

Good morning, I'm still in the same situation with the casino, receiving robotic responses and no solution to my problem, both via chat and email. I've been waiting almost 25 days for my withdrawals. Karla, I sent you an email and a direct reply here four days ago. Can someone please help me? I believe the stipulated timeframe has already expired. I need your urgent intervention to resolve this issue. I'm getting contradictory answers daily; some tell me everything is verified and the withdrawals are about to complete the final stage, others say they aren't. I really want to resolve this as soon as possible, since I've cooperated fully with everything they've asked of me for the past 25 days. Regards.

Buenos días sigo en la misma postura con el casino recibiendo respuestas robóticas y sin solución hacia mi problema tanto por chat como por email .casi 25 días esperando mis retiros Karla hace 4 días que te he mandado un email y una respuesta dicercta por aquí , alguien me ayuda por favor creo que los tiempos estipulados ya han finalizado necesito una intervención urgente por vuestra parte para poder solucionar este problema contracidiones diariamente unos me dicen que está todo verificado y los retiros apunto de finalizar la última etapa otros que no. De verdad que me gustaría solucionar esto cuento antes ya que he colaborado durante los 25 días a lo que me han pedido . Un saludo

Good morning, I'm still having the same problem. I haven't received my withdrawals, and it's been 25 days. They just keep saying the withdrawals will be processed, but they don't, day after day. I'd like you to be transparent about this casino; it's a real disgrace that they treat their customers like this. I urgently need this resolved, please.

Buenos días sigo en las mismas no me dan mi retiros ya han pasado 25 días solo te responden con que yse van a procesar los retiros pero no lo hacen día tras días me gustaría que pusieras las cartas sobre las mesa con este casino es una verdadera vergüenza que tengan a los clientes así necesito urgentemente que esto se solucione por favorb

Dear Potroo,

Thank you for your update and for providing the additional information and screenshots.

To better understand the situation, could you please clarify what you meant by "partially approved" KYC verification? Does your account currently show that some documents are approved while others are still pending, or has the casino informed you that additional verification is still required?

If possible, please also send a screenshot of the current verification status in your casino account. This will help us better understand what stage the verification process is currently in.

Thank you in advance for your cooperation.

Karla

The casino tells me that everything is verified, but my account shows this.

El casino me dice que está todo verificado pero mi cuenta se encuentra así

Hello, this is already affecting my health. Can someone please speak to the casino? It's been 26 days.

Buenas esto ya me está perjudicando a la salud por favor alguien puede hablar con el casino ya 26 días

Good morning, I urgently need your help. It's been 30 days and I'm still in the same situation. The chat and customer service are useless; they say they'll resolve it, but we're still stuck. They haven't released my withdrawals and keep giving me the runaround, saying the case is in the relevant department and that my case is a priority, but nothing happens. I'm asking you to please intervene in this matter and help me, as they're ignoring me. The stipulated verification time has long since passed. I hope you'll respond soon and that I don't have to wait another 6 days.

Buenos días necesito vuestra ayuda urgente ya han pasado 30 días estoy en la misma situación el chat y atención al cliente no te ayudan ni hacen nada dicen que lo solucionan pero aquí seguimos con lo mismo no me liberan los retiros y te dan largas con que ya está el caso en el departamento correspondiente y que mi caso tiene prioridad y nada os pido por favor que intervenga el casino en esta conversación y que me ayudéis ya que a mí no me hacen caso el tiempo estipulado de la verificación ya ha pasado con creces espero que me respondais pronto y no estar esperando 6 días más

Good afternoon, I'm still in the same situation. The current information is that I haven't received any updates to my account even though all the documents are correct since February 18th. For more information, I can't contact the chat because I don't know if I've been blocked. Please, I really beg you, you have to intervene. My withdrawals have been stuck for over a month now. There are three withdrawals of 800 euros each. It's been almost a month already, this is shameful. The casino is terrible, the customer service is poor, the chat is robotic, and they always tell you the same thing but do nothing to solve your problems.

Buenas tardes sigo en la misma situación información actual esque no me dan actualización de mi cuenta cuando están todos los documentos correctos desde el día 18 de febrero y para más información no puedo ponerme en contacto con el chat por qué no sé si me han bloqueado por favor de verdad os lo pido tenéis que intervenir llevo más de un mes con mis retiros parados son tres retiros de 800 euros cada uno por favor ya ha pasado casi un mes estoy es vergonzoso casino muy malo poca atención al cliente chat robótico y siempre te dicen lo mismo pero no hacen nada para solucionar te los problemas

Good morning, another day has passed, almost 30 days now. I'm contacting the chat again, and they're not giving me any information to solve the problem. I don't understand what's going on. They say they're escalating my case, but I don't see a solution anywhere. They're driving me to despair. I'm sending screenshots.

Buenos días otro día más ya casi 30 días .me vuelvo a poner en contacto con el chat y esque no me dan ninguna información para poder solucionar el problema no entiendo que es lo que está pasando dicen que escalan mi caso pero no veo la solución en ningún momento te hacen llegar a la desesperación mando capturas de pantalla

Dear Potroo,

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, Hadi hadi.a@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,

Karla Mayfly

Good morning, thank you. I'm waiting to hear from you.

Buenos días gracias estoy pendiente a que me digáis

Dear Potroo,

It’s a pleasure to e-meet you. My name is Hadi, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Posido Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Posido Casino,

Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the reasons behind the delay in processing the player's withdrawal.

Thank you in advance for your cooperation and prompt response.

Best regards,

Hadi

Good morning, it's not that I'm canceling my account, it's that I have three pending withdrawals and they requested verification on February 11th, and they're holding the withdrawals even though I've already sent all the documentation. I need my money.

Buenos días no es mi baja es que tengo tres retiros pendientes y me pidieron verificación el día 11 de febrero y me tienen retenidos los retiros cuando ya mandé toda la documentación necesito mi dinero

I repeat, it's not about CASINO CANCELLATION, it's about my withdrawals, I have three pending for 30 days.

Repito no es BAJA DE CASINO es sobre mis retiros que tengo tres pendientes desde hace 30 días

Good morning. It's been 35 days already. Yesterday they asked me for a certified document proving I own the bank account. I've already uploaded two documents that correctly prove it. I don't know what else they want. I even went to the bank to get the certificate. In total, of the two things they asked for, I've uploaded four to clearly show that I own my bank account and card. This is truly shameful. I demand my money back. It's one thing for them to verify your identity, and it's normal for that to take up to 15 days, but it's another thing entirely to take 35 days to get my money back.

Buenos días 35 días ya ayer me pidieron el documento certificado de que soy propietario de la cuenta bancaria que ya subí dos documentos que lo acreditan correctamente no sé qué más quieren hasta fui al banco para sacar el certificado en total de las dos cosas que me pidieron he subido 4 para que se refleje bien que soy propietario de mi cuenta bancaria y tarjeta de verdad que estoy es una verdadera vergüenza exijo mi dinero por qué una cosa esque te verifiquen y es normal que tarden hasta 15 días y otra cosa es esto 35 días para que me den mi dinero

Good morning, I'm still in the same situation after 40 days. The last thing I sent was on the 11th, which was proof of the bank account and the cardholder's ID. This situation is getting out of hand; it's been 40 days. I need a solution now, please.

Buenos días sigo en la misma situación después de 40 días lo ultimo lo mandé el día 11 que era comprobante de la cuenta bancaria y identificación de dueño de la tarjeta .esta situación ya se está pasando llevo 40 días necesito una solución ya por favor

Dear Potroo,

I’m truly sorry to hear how this situation has made you feel. I completely understand how frustrating this must be. I will do my best to reach out to the casino regarding your case and will get back to you as soon as I receive any update or additional information.

Thank you for your patience and understanding.

Hello Hadi, please you need to intervene because this isn't normal. Waiting fifteen days is fine, but 40 days is unusual. I've cooperated with the casino from the very beginning and provided them with all the information and documents they requested. I find it disrespectful, especially considering everything they're doing to me, being a customer for two years and even reaching the highest VIP level. This is causing me incredible anxiety. Please help me and do whatever you need to do to resolve this as quickly as possible. Thank you.

Hola hadi por favor tenéis que intervenir por qué esto no es normal esperar quince días vale pero 40 días ya es inusual yo he cooperado con el casino desde el primer minuto y les he brindado la información y documentos que me han solicitado me parece una falta de respeto y de todo lo que están haciendo conmigo encima siendo un cliente desde hace dos años y he llegado a ser vip de los más altos ,la verdad esque esto me está generando un estado de ansiedad impresionante por favor ayúdame y haz lo que tengas que hacer para que se solucione los más rápido posible gracias

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.

Good morning, I'm still in the same situation. I need my money back, please. Where do I need to report this?

Buenos días sigo en la misma situación necesito mi dinero por favor donde tengo que denunciar esto

Good afternoon, they're still having the same problem with automated chats and no solutions. They refuse to pay even though I've fully cooperated with the casino. My documents are correct. I'm being very patient. The casino is not transparent. Are they trying to scam me?

Buenas tardes siguen con lo mismo chat robóticos y sin solución NO QUIEREN PAGAR por qué he colaborado con todo en el casino MIS DOCUMENTOS CORRECTOS estoy teniendo bastante paciencia CASINO NO TRASPARENTE .ME QUIEREN ESTAFAR ?

Dear Potroo,

Thank you for your updates. We are currently making efforts to contact the casino to obtain a response. Rest assured, we will inform you as soon as we have any information available.

Good evening, same here, no solution. Neither the chat nor the email help at all; this casino's platform is terrible. They're shameless; I think they want to steal my money. They disconnect from the chat without giving any explanation or solution; they're not transparent. Be very careful. I've been demanding my money back for 42 days and I still haven't received a solution.

Buenas noches lo mismo sin solución el chat ni email te solucionan nada es pésimo la plataforma de este casino son unos sinvergüenzas creo que se quieren quedar mi dinero se desconectan del chat para no darte ninguna explicación ni solución no son trasparentes tener mucho cuidado llevo 42 días reclamando mi dinero y sigo sin solución

They keep giving you the runaround with the verification process. This casino is terrible, absolutely awful. It's a nightmare when you try to withdraw your winnings. They use mirror mode on their website, which offers poor security. Customer service is a complete disaster; they don't even show their face. I want a casino representative to show their face and give me my winnings.

Te dan largas con la verificación muy mal casino muy MALO es un auténtico infierno cuando vas a retiras tus ganancias utilizan modo espejo en su página wed poca seguridad atención al cliente un menos 100 ni si quiera dan la cara .que de la cara el representante del casino y me den mis ganancias

Dear Potroo,

We regret to learn about your situation.   

We would like to inform you that we are currently investigating this matter in response to your concerns. 

We will make every effort to assist you with your pending withdrawal and will provide you with an update at the earliest opportunity.

Thank you for being so patient with us! We really appreciate it.

Best regards,   

Posido Casino team.

It has been more than 45 days since my withdrawal request and more than 11 days since I sent all the necessary documents for verification.

It is not acceptable to continue stating that the case is "under investigation" without providing any details or a specific timeframe.

I request a clear explanation of the reason for the delay, the current status of my verification, and an exact date for the payment of €2,400.

If I do not receive a concrete response, I will consider the payment to be unjustifiably delayed and will escalate the complaint to other organizations and platforms.

Han pasado más de 45 días desde mi solicitud de retirada y más de 11 días desde que envié todos los documentos necesarios para la verificación.

No es aceptable seguir indicando que el caso está "en investigación" sin proporcionar ningún detalle ni plazo concreto.

Solicito una explicación clara del motivo del retraso, el estado actual de mi verificación y una fecha exacta para el pago de los 2.400€.

En caso de no recibir una respuesta concreta, consideraré que se está retrasando el pago de forma injustificada y escalaré la reclamación a otros organismos y plataformas

Solution now

Solución ya

More than 50 days have passed and I still haven't received my withdrawals totaling €2,400. This is no longer a simple delay: it's an unacceptable abuse of the player.

On March 11th, I was asked to verify my account. I submitted it immediately, fulfilling absolutely all the requirements. As of today, there are no valid excuses for continuing to withhold my money.

The lack of payment, coupled with silence or evasive answers, reveals a completely unprofessional management and raises serious doubts about the reliability of this casino.

I demand immediate payment of all my earnings. I will no longer tolerate delays or unfounded excuses.

If this is not resolved urgently, I will escalate this case publicly on all relevant platforms, including formal actions, until a solution is obtained.

This is my money, I earned it legitimately and I'm going to claim it to the end.

Han pasado más de 50 días y sigo sin recibir mis retiros por un total de 2.400 €. Esto ya no es una simple demora: es un abuso inaceptable hacia el jugador.

El 11 de marzo se me solicitó verificación de cuenta. La entregué de inmediato, cumpliendo absolutamente todos los requisitos. A día de hoy, no hay excusas válidas para seguir reteniendo mi dinero.

La falta de pago, sumada al silencio o respuestas evasivas, deja en evidencia una gestión totalmente poco profesional y genera serias dudas sobre la fiabilidad de este casino.

Exijo el pago inmediato de la totalidad de mis ganancias. No voy a seguir tolerando más retrasos ni justificaciones sin fundamento.

De no resolverse de forma urgente, escalaré este caso públicamente en todas las plataformas relevantes, incluyendo acciones formales, hasta obtener una solución.

Esto es mi dinero, lo he ganado legítimamente y voy a reclamarlo hasta el final.

Dear Potroo,

I’m very sorry to hear that you’re still waiting. I completely understand how frustrating this situation must be for you.

Dear Posido Casino,

Could you please provide an update on the progress of this case?

Thank you in advance.

Best regards,

Hadi

Good afternoon, the account certificate has been validated. My ID was validated during the first verification, and now they're asking me again if I'm the card owner. Let's see how I can't be the owner of the card if the bank account certificate clearly shows that I am the sole owner. This is infuriating; it seems like they're making fun of the customer. I've uploaded it again; please grant me access now because this is a truly shameful casino.

Buenas tardes el certificado de la cuenta ha sido validado mi DNI me lo validaron el la primera verificación y me lo vuelven a pedir que si soy dueño de la tarjeta vamos a ver cómo no voy a ser dueño de la tarjeta si ya en el certificado de la cuenta del banco sale bien reflejado que soy dueño absoluto esto es ya desquiciante parece que se ríen del cliente lo he vuelto a subir que me den paso ya por qué esto es una verdadera vergüenza de casino

I've been waiting 60 days for my withdrawals and I demand the casino resolve this urgently.

60 días ya esperando mis retiros exijo al casino que me lo solucionen ya de manera urgente

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.

Good morning. It's been 63 days now, and it's beyond shameful. We're still dealing with robotic customer service chats. They're unfairly withholding my money. I demand my money as a priority, as it seems this casino is laughing at its customers. They don't solve anything, they just stall to avoid paying.

Buenos días 63 días estoy ya es vergonzoso no lo siguiente seguimos con los chat de atención al cliente robóticos me están reteniendo mi dinero injustamente exijo mi dinero con prioridad ya que parece que este casino se ríen de los clientes no solucionan nada solo dan largas para no pagar

Dear Posido Casino,

Please provide a clear explanation for the delay and confirm when the payment will be processed. At this stage, a concrete update is required.

Best regards,

Hadi

Good morning. I've been waiting 65 days for my money since March 26th, the last verification date for my debit card. I've already explained my situation via email, chat, and everything else. They've verified my ID, selfie, bank account, and the only issue is the debit card, which says Amanda, but I'm Amaro due to a gender reassignment. At the bank, everything is changed except the physical card, which shows my female name until it expires and they send me the new card with my current name. I'm the same person with the same ID. I've already sent proof and everything; they're aware of it, but they keep stalling on my money. I feel discriminated against and I'm starting to feel scammed by the casino. This is a real disgrace. It's the same old story: a non-transparent casino, a robotic chat with generic responses that are frustrating because they don't solve anything. I demand my money urgently, with a specific date.

Buenos días 65 días esperando mi dinero desde el día 26 de marzo ultima verificación sobre la tarjeta de debito ya explique mi situación con correos chat y de todo me han verificado DNI selfie cuenta bancaria lo único la tarjeta de debito que pone Amanda y soy Amaro por un cambio de sexo y en el banco tengo todo cambiado solo que la tarjeta física pone mi nombre de mujer hasta que se caduque y me manden la tarjeta nueva con mi nombre actual pero soy la misma persona con mi mismo DNI ya he mandado pruebas y de todo ya están al corriente pero siguen dándome largas para recibir mi dinero me siento discriminado y ya me estoy sintiendo estafado por parte del casino esto es una verdadera vergüenza volvemos a lo mismo casino no trasparente chat robótico con respuestas genéricas que frustran ya que no te solucionan nada exijo mi dinero con fecha y urgentemente

Good morning. After 70 days, I'm still fighting to get my withdrawals released. They made me send my full birth certificate, which I've already sent to justify and clarify my name change due to gender reassignment in the civil registry. My old ID and my current ID have all the information and proof of my case. What I don't understand is, if they've already given me my ID, selfie, and bank account documents, why are the three withdrawals still being held? At least while the debit card issue is being resolved, they have to release the first two withdrawals since I made them via bank transfer. This is turning into a real nightmare. The casino is not transparent and makes you feel discriminated against. I demand an immediate update and my money back.

Buenos días después de 70 días sigo luchando para que me liberen mis retiros me han hecho mandar mi tomo de nacimiento literal ya lo he mandado para justificar y aclara mi cambio de nombre por cambio de sexo del registro civil mi DNI antiguo mi DNI actual tienen toda la información y la acreditación de mi caso lo que no entiendo es si mi DNI selfie y cuenta bancaria me han dado de paso los documentos por qué siguen retenidos los tres retiros ya que por lo menos mientras se aclara lo de la tarjeta de debito me tienen que liberar los dos primeros retiros ya que los hice por mediación de trasferencia estoy está siendo un auténtico infierno casino poco trasparente te hacen sentir discriminado exijo una actualización inmediata y mi dinero ya

Good afternoon, I've been sending this information for two months with high-clarity photos. This is ridiculous; I've sent it about 20 times already. You have my documentation; I want a solution. You're just stalling to avoid paying me.

Buenas tardes llevo enviando esa información dos meses con fotografías de alta claridad estoy ya es un cachondeo ya lo he mandado como unas 20 veces ,ya tenéis mi documentación quiero una solución solo estáis dando largas para no pagar mi dinerob

Dear Potroo,

Thank you for your update.

To help us review this properly from our side as well, could you please send all related documents and relevant communication with the casino to my email at hadi.a@casino.guru? Please include the documents you have already submitted regarding your identity, card ownership, bank account, and any proof connected to the name discrepancy.

Dear Posido Casino,

Thank you for your response.

The player states that these documents have already been submitted multiple times over the past weeks. Please review the case carefully and confirm whether the previously provided documents were received and checked in full.

If anything is still missing, please specify exactly what document is missing and why the documents already submitted are not sufficient.

Best regards,

Hadi

Good afternoon Hadi, I just sent you the emails: one email with all the documentation and five other emails stating that I've been fighting with them for two months to get my withdrawals released and my money back. They already have all the documentation, time and time again.

Buenas tardes hadi te acabo de enviar los emails un email con toda las documentaciones y otros 5 emails de que llevo dos meses luchando contra ellos para que me liberen los retiros y me den mi dinero ellos ya tienes toda la documentación una y otra vez

Good evening, now to top it all off, they've cancelled my withdrawals and won't let me withdraw them again. This is truly a nightmare.

Buenas noches ahora para colmo me han cancelado los retiros y no me dejan retirarlos de nuevo estoy es ya se verdad un infierno

Dear Potroo,

I would like to confirm that I have received the email and all attachments that accompanied it. I will review them from my end.

Dear Posido Casino,

Thank you for your response.

The requested documentation has already been submitted multiple times by the player, including the identification related to the card owner.

At this stage, please proceed with completing the verification based on the documents already provided, or clearly confirm that you are unable to accept them and explain the reason.

Best regards,

Hadi

Good evening. Since my withdrawals were rejected, I've gone back to playing and lost all my money. I know they did it on purpose so I'd lose everything, even though I still haven't been verified. But it's clear this casino is awful. After almost three months, they've gotten away with it, and I've spent my entire balance. I'm thinking of closing my account with this casino; they're complete scammers, so there's no fighting left. I'm fed up.

Buenas noches desde que me rechazaron los retiros he vuelto a jugar y he perdido el dinero yo se que eso lo han hecho adrede para que pierda todo el dinero aunque sigo sin la verificación pero está claro que este casino es nefasto después de casi tres meses se han salido con la suya y me he gastado el saldo pienso cerrar la cuenta de este casino son unos auténticos estafadores asique ya no hay lucha me canse

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.

Dear Potroo,

Thank you for your patience throughout this process, and I want to say that I genuinely understand how exhausting and demoralizing this entire experience must have been. Almost 70 days of cooperation, submitting documents over and over, and receiving nothing but robotic responses in return is truly not acceptable treatment for any player, let alone someone who has been a loyal customer for two years.

Unfortunately, since the balance has been played through, there is no longer a disputed amount for us to investigate or recover. As much as I wish we could do more, we have no choice but to close this complaint as rejected.

I do want to be transparent with you about something for the future. If you ever find yourself in a similar situation, please try to keep the balance untouched even if the casino returns it to your account as playable funds. If you feel the urge to play, you can request the casino to block gameplay on your account while the complaint is active. Gambling away the balance, as understandable as it is in a moment of frustration and despair, unfortunately makes it impossible for us to continue the investigation or recover anything on your behalf.

I am truly sorry we could not achieve a better outcome for you. The way this casino handled your case was not right, and that will be reflected in our assessment of them.

Best regards,

Hadi