Posido Casino - Spillerens udbetaling er forsinket på grund af dokumentproblemer.

I won 5030 eurs from the casino, they paid very nicely almost every day one 500 euros for me, but when i had 553 euros left they stoppef paying me. Now they are asking all different kind of documents but they dont accept anything. Here is one example: they asked december and january bank statements from me, i sent them december and january bank statement and thet just declines it and there is note " download again". But there is not any problem with the statement. Here is my statements so you can see them also. Attached. You can clearly see i have downloaded exactly ehat they wanted

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 that, do not share any information.

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.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Posido Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please point out when you made the deposits to the casino that are supposed to be listed in the bank statements?
• Have you achieved your winnings with the help of a bonus?
• Do I understand correctly that the documents verifying your identity and address were submitted and approved?
• Were you in contact with support regarding the verification requirements directly? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Yes my identity has been accepted. They have also paid me 4500 euros but then suddenly stoppef the payments. Here is again the picture about their text, i have downloaded the pdf document straight from my bank from december and january but they dont accept it, tjrt just put this same text here everytime to fownload it again and again, without any explanation ehy they dont accept it. It is the original document STRAIGHT from my bank. I have contacted police about this also as this casino is operating feom estonia. Police said i am giving correct document all the time. This casino is not communicating with me at all.

Thanks for the explanation.

Could you please specify when you made the deposits to the casino, so we can confirm they can be found on the bank statements you submitted?

I apologize for the inconvenience

Dear Mikkolaitala,

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,
Tomas
Casino.Guru