Posido Casino - Играчът твърди, че плащането към него е забавено.

Dear Casino Guru Team,

I'm contacting you because I've been waiting for my withdrawal for 11 days now. About five days ago, casino support informed me that my withdrawal was "close to being paid out" and therefore imminent.

Today, however, I received new information stating that my withdrawal is suddenly "under review." This means that the withdrawal is apparently being reviewed again—even though I was previously assured that the process was almost complete.

Since the regular processing time has now been significantly exceeded, I am forced to ask for your support, as I have not received any further information and have not received any satisfactory replies to my numerous emails.

Please help me clarify this matter and arrange for the payment to be made promptly. I am, of course, available to answer any questions you may have.

Best regards

Denis

Sehr geehrtes Casino Guru Team,

ich wende mich an Sie, da ich seit nunmehr 11 Tagen auf meine Auszahlung warte. Vor etwa 5 Tagen wurde mir vom Casino-Support mitgeteilt, dass meine Auszahlung „kurz vor der Auszahlung" stehe und somit unmittelbar bevorstehe.

Heute erhielt ich jedoch eine neue Information, dass meine Auszahlung plötzlich „under review" sei. Dies bedeutet für mich, dass die Auszahlung offenbar erneut geprüft wird – obwohl mir vorher zugesichert wurde, dass der Vorgang bereits fast abgeschlossen ist.

Da die reguläre Bearbeitungszeit nun deutlich überschritten ist, sehe ich mich gezwungen, Sie um Unterstützung zu bitten, da ich keine weiteren Informationen erhalte und auch auf meine zahlreichen E-Mails keine zufriedenstellenden Antworten kommen.

Bitte helfen Sie mir, diesen Vorgang zu klären und die Auszahlung zeitnah zu veranlassen. Für Rückfragen stehe ich selbstverständlich zur Verfügung.

Mit freundlichen Grüßen

Denis

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

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.

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and 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.

Hello Dominika, I hope you're doing well too. Unfortunately, nothing has happened so far. I've also given up trying to interact with the casino because I keep getting the same response, and I hope you can help me instead.

Hallo Dominika, ich hoffe ihnen geht es auch gut. Und leider ist bis jetzt rein gar nichts passiert. Ich habe auch aufgegeben zu versuchen mit dem Casino zu interagieren da ich immer die selbe Antwort bekomme und hoffe dass ihr mir stattdessen helfen könnt

Dear player, 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?

Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at [email protected], 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.

Yes, I have received a payment before, but unfortunately, my bank cancelled it. I have successfully completed the KYC verification process, and there was no bonus involved in accumulating my winnings — I played without any active bonus.

I will send the relevant emails and/or chat transcripts to your email at [email protected]. Please let me know if you need anything else.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear player,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Dominika