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Hello. I won money 5 weeks ago, they paid out 3 times. And for the last 2 weeks I've had nothing. I waited 6 days for payouts, then they canceled them all. And my payout request is restricted, and there's nothing I can do. They're asking me for a photo of my passport and my card. I've sent all of that. But for the last 3 days they've sent me a request for a bank photo six times. It never works. I've asked several times what's wrong. Their answer is always the same. Wait and be patient.

I ask for help.

Hallo. Ich habe vor 5 Wochen Geld gewonnen, die haben 3 Auszahlungen ausbezahlt. Und seit 2 Wochen kommt nichts mehr. Ich hatte gewartet 6 Tage auf Auszahlungen dann haben die alle storniert. Und Auszahlung Anfrage beschränkt , ich kann nichts machen. Die vordern bei mir Foto vom Pass und. Ann Karte. Das habe ich alles geschickt. Aber seit 3 Tage die schicken mir schon sechste mal Anfrage wegen Bank Foto. Immer passt nicht. Ich habe mehr Mals nachgefragt was passt nicht. Ihre Antwort immer gleich. Warten und Geduld.

Ich bitte um Hilfe.

Dear Wadim78,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear Wadim78, please allow me to ask you a few questions, so I can understand the whole situation completely.

Are there any pending withdrawals in your casino account?

Could you please confirm that you have passed the KYC verification?

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

Could you please share your communication with the casino regarding the canceled withdrawals? Send emails or chat transcripts to my email at dominika.l@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.

Hello Dominika. They've restricted my withdrawals, and I no longer have access to them. They've blocked the €29,000 I won. They want me to verify my identity, but I don't know what they need. When I click on the link they sent me, it says "Photo of bank card accepted," but I have to upload everything listed below. But it's not there. I can send them a photo.

Hallo Dominika. Die haben meine Auszahlungen eingeschränkt ich habe kein Zugriff mehr auf Auszahlung. Bei mir 29000€ blockiert was ich gewonnen habe. Die wollen das ich mich verifiziere aber ich weis nicht was sie brauchen wenn ich auf link drücke was die mir geschickt haben das steht Foto von Bank Karte akzeptiert aber ich muss alles was unten steht hoch laden. Aber da stehts nicht. Ich kann ihnen Foto senden

I won without a bonus.

Ich habe gewonnen ohne Bonus.

when I click on the link it says

wenn ich auf link drücke kommt das

How likely are I to get my money? Can we borrow the money from them?

wie Hoch die Wahrscheinlichkeit das ich mein Geld bekomme? Könne wir das Geld bei denen nehmen ?

What can you say about this casino from your experience? Are they scams or a legitimate casino? I've been playing with them for 1.5 years. I've always won, and then lost again. I've never cashed out anything early. That's why I didn't know they had such problems with payouts.

Was können sie von Erfahrung sagen über diese Casino ? Sind die schon Betrüger oder normale Casino?Ich habe bei denen 1,5 Jahre gespielt. Immer wieder was gewonnen. Und dann wieder verloren. Noch nie frühen was ausbezahlt. Deswegen wusste nicht das die solche Probleme machen mit Auszahlung.

In the first week, they transferred three payments to me: €500, €500, and €800, and now nothing for 16 days.

In erste Woche haben die mir 3 Auszahlungen überwiesen. 500/500/800€ und jetzt seit 16 tagen nichts mehr.

Dear Wadim78, have you been able to successfully upload and submit the documents requested by the casino?

Did you play casino games or bet on sports?

If I understand correctly, your winnings have not been confiscated, but you simply cannot withdraw or access the funds until your verification is completed — is that right?

Hello. My account has been verified since yesterday, but withdrawals are blocked by the casino. I've sent several emails and asked in the chat. There's no answer. They just say to write your concerns via email. I wrote that two days ago. Today I received a reply saying they don't understand what I want and that I have to write another, detailed email. They're deliberately delaying me.

Hallo. Meine Konto seit gestern verifiziert , aber Auszahlungen geblockt von Casino. Ich habe mehrere email geschrieben und im Chat gefragt. Gibst kein Antwort warum. Die sagen nur , schreiben sie per Email ihre Anliegen. Ich habe das schon vor 2 Tagen geschrieben. Heute kam Antwort das die nicht verstehen was ich will und muss nochmal ditalierte Email schreiben. Die ziehen mit Absicht Zeit

I've sent them another message now. I can't be more detailed.

Hello. I've already sent 11 messages. And none of you understand what I want. How can this be? I want to withdraw my winnings, and they won't let me. They've RESTRICTED my withdrawals again because they don't understand.

I can't withdraw my money because they have restricted my withdrawals.

I specifically gave a reason again.

Why is my money RESTRICTED??????????

When can I cash out???????????

What else do I have to upload to get my money?????

Open my gaming account and you'll see what I mean. Go to the withdrawals section, and it says: CASINO HAS LIMITED YOUR WITHDRAWALS

DO YOU SEE THAT ????????????

Why???????????

Ich habe denen noch ein mal jetzt Nachricht geschickt. Noch detaillierte geht nicht

Hallo. Ich habe schon 11 Nachrichten geschickt. Und keine von euch versteht was ich will. Wie kann das sein. Ich will mein Gewinn auszahlen , und sie erlauben mir das nicht. Sie haben meine Auszahlungen EINGESCHRÄNKT / noch mal weil sie nicht verstehen / EINGESCHRÄNKT, BLOCKIERT 

Ich kann meine Geld nicht auszahlen , weil sie EINGESCHRÄNKT HABEN MEINE AUSZAHLUNGEN. 

Ich habe extra noch mal Grund gesagt. 

Warum mein Geld EINGESCHRÄNKT??????????

Wann kann ich AUSZAHLEN ???????????

Was muss ich noch ihnen hochladen das ich meine Geld bekomme?????

Machen sie meine spiel Konto auf und sie Werden sehen was ich meine. Gehen sie bei mir da wo Auszahlungen , und da steht ::CASINO HAT IHRE AUSZAHLUNGEN EINGESCHRÄNKT 

SEHEN SIE DAS ???????????

Warum???????????

Dear Wadim78, have you been finally able to submit any withdrawal requests successfully? Has the technical issue mentioned by the casino (related to the payment provider) been resolved?

Hello, they sent a message at 11:58 that I can withdraw again, but instead of the 1500 euro daily limit that I'm supposed to have, they made it 800 euros. So they keep trying to rip me off. I've now written to them, asking them to increase it to 1500 euros.

Thank you very much for your support, I hope I get everything.

hallo, die haben um 11:58 Nachricht geschrieben das ich wider auszahlen kann, aber statt 1500 Euro Tageslimit was bei mir sein soll, haben die 800 euro gemacht, also immer wieder wollen die mich abzocken. ich habe denen jetzt geschrieben, das die auf 1500 euro erhöhen

Danke sehr für ihre Unterstützung, ich Hofe das ich alles bekomme.

Dear Wadim78, if I understand correctly, your current withdrawal limit is now €800 per day, and you were allowed to make a withdrawal.

Could you please confirm whether this is indeed a daily limit, and if you will be able to submit two additional withdrawal requests after this one — so that you have three withdrawals pending, each for €800?

Yes, I've now submitted a withdrawal request for 800 euros. I can only submit two more requests tomorrow and the day after tomorrow because there's one withdrawal per day. But they're supposed to pay me 1500 euros per day.

ja ich habe jetzt auszahlung anfrage gemacht von 800 Euro, weitere 2 anfragen kann ich erst morgen und übermorgen machen. weil ein auszahlung am tag. aber die sollen mir 1500 euro am tag auszahlen

Thank you very much, Wadim78, for providing the necessary information. I will now transfer your complaint to my colleague Romi (romana.r@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 Wadim78,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Posido Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Posido Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

Hello. My account has been verified for a week, and they still haven't paid out. I've been waiting for a payout for a week. 😡😡😡😡 What else can we do?

Hallo. Meine Konto schon seit eine Woche verifiziert und trotzdem zahlen sie nicht aus. Ich warte schon Woche auf Auszahlung. 😡😡😡😡 was können wir noch machen ?

Dear Wadim78,

We would kindly like to apologize for the delay and any inconvenience this may cause.

Please be assured that we are working with high priority on your case.

We will inform you with further updates as soon as possible.

Thank you for your patience and understanding.

Best regards,

Posido Casino team

Dear Wadim78,

We are happy to confirm that your withdrawals have been processed, and the money has been sent from our side.

The funds can take 3 - 5 working days to appear in your account, however, this is subject to the payment method used and your bank standards.

Best regards,

Posido Casino team

Hello. I received 2400€ today, thank you.

Hallo. Ich habe heute 2400€ ausbezahlt bekommen danke ihnen

Thank you all for your cooperation.

Dear Wadim78,

We'll wait until you receive all the funds. Please keep us updated.

Respectfully,

Romi

Hello everyone. The numbers aren't coming back. They paid out once and haven't paid out again. I've been waiting since last Tuesday.

Hallo zusammen. Die Zahlen wider nicht. Ein Mal haben die ausgezahlt und nicht mehr. Warte schon seit letzte Woche Dienstag.

Dear Wadim78,

Please let us know whenever you receive more money.

Thank you.

Best regards,

Romi

Hello. Shouldn't we file a complaint? Today marks 14 days of waiting.

Hallo. Sollen wir keine Beschwerde machen? Heute ist schon 14 Tage das ich warte

Dear Posido Casino,

Could you please tell us what is going on with this case?

Best regards,

Romi

Dear Wadim78,

We are truly sorry for the delay. Please accept our sincere apologies for the situation.

Your withdrawals have been scheduled for today.

Best regards,

Posido Casino team

Dear Wadim78,

Could you update us whenever you receive the withdrawal, please?

Thank you.

Respectfully,

Romi

Dear Wadim78,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Romi
Casino.Guru