Posido Casino - Spillerens tilbagetrækning er forsinket på trods af flere anmodninger.

Good day,

On February 5, 2025, I deposited money into Posido and with a bit of luck, I made a profit of 4000 euros. I decided to withdraw the amount.

However, according to customer service, it is impossible to withdraw the full amount because I am still at Level 1. Instead, I was advised to withdraw 500 euros per day.

I tried to withdraw 500 euros but the amount was too high, so I tried again with 400 euros and it worked. The next day I repeated the same thing and on the third day I made a withdrawal request for 500 euros.

Although all three withdrawal requests worked, the amount has not yet been paid out and is still being processed as of February 6, 2025.

I have asked customer service several times why my application is still being processed, but I always get the same (standard answer)" copypaste answer "The payment will be made three days after the application." However, up to now the amount is still being processed and I need the money urgently.

I still have a balance of 2700 euros, but unfortunately I cannot make any more withdrawals because it says that the maximum withdrawal limit has been reached.

I hope you can help me.

Thanks in advance!

Guten Tag,

Am 5. Februar 2025 habe ich bei Posido Geld eingezahlt und mit etwas Glück einen Gewinn von 4000 Euro erzielt. Ich habe beschlossen, den Betrag auszahlen zu lassen.

Laut Kundenservice ist es jedoch unmöglich, den vollen Betrag abzuheben, da ich noch im Level 1 bin. Stattdessen wurde mir empfohlen, 500 Euro pro Tag abzuheben.

Ich habe versucht, 500 Euro abzuheben, aber der Betrag war zu hoch. Daher habe ich es mit 400 Euro erneut versucht, und es hat funktioniert. Am nächsten Tag habe ich das Gleiche wiederholt, und am dritten Tag habe ich einen Auszahlungsantrag über 500 Euro gestellt.

Obwohl alle drei Auszahlungsanträge funktioniert haben, wurde der Betrag bisher nicht ausgezahlt, sondern befindet sich seit dem 6. Februar 2025 noch immer in Bearbeitung.

Ich habe mehrfach beim Kundenservice nachgefragt, warum mein Antrag immer noch in Bearbeitung ist, aber ich bekomme immer die gleiche (Standardantwort)" copypaste antwort "Die Auszahlung erfolgt drei Tage nach dem Antrag." Bis jetzt ist der Betrag jedoch immer noch in Bearbeitung, und ich benötige das Geld dringend.

Ich habe immer noch ein Guthaben von 2700 Euro, aber ich kann leider keine weiteren Abhebungen vornehmen, da angezeigt wird, dass das maximale Abhebungslimit erreicht ist.

Ich hoffe sie können mir helfen.

Danke im voraus!

Dear KEALSO,

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, please, let us know and we will intervene and try to help you.  

Thank you in advance for your patience and understanding.  

Best regards, 

Veronika

Dear Veronika,

I would like to thank you and the entire Casino Guru team for the immediate and helpful response, even though it was a weekend. Your quick response means a lot to me.

Thanks again for your support.

Best regards,

Kealso

Liebe Veronika,

ich möchte mich herzlich bei dir und dem gesamten Casino Guru Team für die sofortige und hilfreiche Antwort bedanken, obwohl es ein Wochenende war. Eure schnelle Reaktion bedeuten mir sehr viel.

Nochmals vielen Dank für eure Unterstützung.

Mit besten Grüßen,

Kealso

Hello Veronika,

Today is the 14th day since my withdrawal request and it is still pending. I have already sent two emails - the first on 02/12/2025 and a complaint email yesterday on 02/18/2025 - but I have not received a response so far.

Best regards

Kealso

Hallo Veronika,

heute ist der 14. Tag seit meinem Auszahlungsantrag, und die Bearbeitung ist noch immer nicht abgeschlossen. Ich habe bereits zwei E-Mails geschickt – die erste am 12.02.2025 und eine Beschwerde-E-Mail gestern am 18.02.2025 –, aber bisher habe ich keine Antwort erhalten.

Beste Grüße

Kealso

Thank you for the information.

Have you made any successful withdrawals from this casino before?

Did you accumulate your winnings with or without a bonus? If you played with a bonus, kindly send me a link or a screenshot of it.

Have you been requested to send any identity documents to the casino for the KYC verification?

Hello Veronika,

I have deposited a few times at Posido but have never won. This is the first time I have won at Posido.

My profile says no verification is required.

Thanks for the feedback!

Hallo Veronika,

ich habe bei Posido paar mal eingezahlt, aber noch nie gewonnen. Dies ist das erste Mal, dass ich bei Posido einen Gewinn erzielt habe.

In meinem Profil steht, dass keine Verifizierung erforderlich ist.

Danke für die Rückmeldung!

Thank you very much, KEALSO, for providing all the necessary information. I will now transfer your complaint to my colleague Martin (martin.l@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.

Hello KEALSO,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Posido Casino representative to enter the discussion.

Dear casino representative, could you please check the case and explain to us what happened? Is there a particular timeframe in which KEALSO can expect her withdrawal to be processed?

Hello Martin,

I thank you in advance for your willingness to help me.

Hallo Martin,

ich danke Ihnen im Voraus herzlich für Ihre Bereitschaft, mir zu helfen.

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 Kealso,

we are extending the timer again, as we want to explore some other ways to establish contact with the casino. If there are any new developments on the matter, please keep us updated.

Dear all,

Thank you for reaching out!

Please be informed that the first three withdrawals were paid out on February 25th. We will aim to process the remaining withdrawals with the highest priority.

We apologize for any inconvenience caused by the delay.

Best regards,

Posido team

Dear Posido Casino representative,

thank you for the update. I am confident the issue will be resolved in the near future. I will leave this complaint open until KEALSO confirms her withdrawals have been paid out.

Dear Posido team,

thank you for finally approving my withdrawal request after almost a month. I hope that my remaining withdrawal requests - as well as those of all players - will be processed more quickly in the future and not take three weeks or even months. Such long waiting times lead to negative reviews and loss of trust among customers.

It's not that you're an international casino operator. Only licensed international casinos are allowed in Austria, and many of them process withdrawals much faster. You're the first casino that takes that long.

This is about trustworthiness!

Best regards

Sehr geehrtes Posido-Team,

danke, dass mein Auszahlungsantrag nach fast einem Monat endlich genehmigt wurde. Ich hoffe, dass meine restlichen Auszahlungsanträge – sowie die aller Spieler – künftig schneller bearbeitet werden und nicht drei Wochen oder sogar Monate dauern. Solche langen Wartezeiten führen zu negativen Bewertungen und Vertrauensverlust bei den Kunden.

Es geht nicht darum, dass Sie ein internationaler Casino-Anbieter sind. In Österreich sind ausschließlich lizenzierte internationale Casinos erlaubt, und viele davon bearbeiten Auszahlungen deutlich schneller. Sie sind das erste Casino, bei dem es so lange dauert.

Hier geht es um Vertrauenswürdigkeit!

Beste Grüße

Hello KEALSO,

I am happy to hear things are moving in the right direction now. I will leave this complaint open until you confirm your last withdrawal has been processed.

Hello KEALSO,

are there any new developments? Have you received your remaining withdrawals?

Hello Martin,

The withdrawal was canceled by the Posido provider. I already informed Posido by email that the cancellation did not come from me and immediately submitted another withdrawal request. The last withdrawal is currently still being processed.

Thanks for asking!

Best regards

Hallo Martin,

die Auszahlung wurde vom Posido-Anbieter storniert. Ich habe Posido bereits per E-Mail informiert, dass die Stornierung nicht von mir kam, und direkt danach erneut einen Auszahlungsantrag gestellt. Die letzte Auszahlung ist aktuell noch in Bearbeitung.

Danke für die Nachfrage!

Beste Grüße

Hello KEALSO,

do you please have any updates on the matter?

Hello,

I'm still waiting for approval of my last withdrawal request, which I created on March 14, 2025. The status is still "In Process."

Hallo,

ich warte noch auf die Genehmigung meiner letzten Auszahlungsanforderung, die ich am 14.03.2025 neu erstellt habe. Der Status steht weiterhin auf "In Bearbeitung".

I am extending the timer by further 10 days. I would like to ask both parties to keep updating us on any new developments.

I've chatted with Posido's customer service four times now, but each time I get the same response: My last withdrawal request is still being processed and is delayed. This is starting to get really frustrating.

I've attached screenshots of the last two conversations with customer service.

Lg

ich habe jetzt schon viermal mit dem Kundenservice von Posido gechattet, aber jedes Mal bekomme ich die gleiche Antwort: Meine letzte Auszahlungsanforderung ist noch in Bearbeitung und verzögert sich. Langsam wird das echt frustrierend.

Ich habe dir Screenshots der letzten beiden Unterhaltungen mit dem Kundenservice angehängt.

Lg

Hello Martin,

I just wanted to let you know that the last withdrawal request was successfully completed. A huge thank you to all of you for your amazing support!

Best regards

Hallo Martin,

ich wollte dir nur kurz Bescheid geben, dass die letzte Auszahlungsanforderung erfolgreich abgeschlossen wurde. Ein herzliches Dankeschön an euch alle für eure großartige Unterstützung!

Viele Grüße

Dear KEALSO,

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,

Martin Lambert

Casino.Guru