Hi,

i managed to wager a Bonus, got 6500 EUR real money since 1st of April this year, i opened 500€ cashout (its limited to 500€ per day, 3 withdrawals pending max), so i opened 2nd and 3rd april another 500 EUR withdrawal.

Since them im nearly daily in the chat to ask about my withdrawals, i get "standard answers" that i have to wait, they working on it, i should not worry about my money... im HIGHLY tired about this. (they always tell me, normally it takes 3 working days...)

I even wrote an email to the casino, to ask for the reason my withdrawals are still pending. Same standard answers like i got in the chat.

Now i was tired, and LOST freakin 3500 EUR of my real balance, because it did not processed, so i still only got 3 pending withdrawals (500 each; 1500 EUR total) pending, plus 1500 EUR real balance i want to withdraw.

I need help please!

Dear flojohannsen,

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.

Hi,

i just want to let you know, i asked serveral times that i want to verify my account (in chat and per email), because it will be needed because of the ammount of withdrawal.

They always told me (with standard messages), that no verification is needed!

Dear flojohannsen,

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.

No updates, casino is ghosting me.

Any updates from your site? I just get the same per-scripted answers in livechat and mail

Thank you flojohannsen for all the information provided. I will now forward your complaint to my colleague Jana ([email protected]) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear flojohannsen,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Posido Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

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 flojohannsen,

I still haven't received a response from the casino and will explore other ways to contact them. I′m extending the time for the Posido Casino for another 7 days.

Dear flojohannsen,

Thank you for contacting us.

We sincerely apologize for any inconvenience that may have arisen due to the delay.

We would like to inform you that, according to your account details, the withdrawal requests you're referring to (1, 2 of April) has been unfortunately canceled by the provider and there are currently no outstanding payouts on your account.

However, the withdrawal requests from the 2nd of April and the 25 of April in the total amount of 1,000 EUR have been successfully processed.

We hope this clears things up for you!

Kind regards,

Posido Casino Team

Dear flojohannsen,

what is the current pending balance to be withdrawn? Can you confirm that you have received the payouts from the casino mentioned above?

I have received 1000 as they said, but as you know - i was waiting like 6 weeks now, and played with the rest of the balance. So nothing is pending anymore!

Congratz to the casino, i hope you enjoy your delaying tactics.

@casinoguro I hope they'll implement the consequences. Even in this thread, the casino only responded after more than four weeks and two extensions. I don't see a "high" safety index.

Dear flojohannsen,

is there any pending balance in your account to be withdrawn?

Dear flojohannsen,

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.

Dear flojohannsen,

We are sorry to hear about your disappointment and deeply apologize for any delay and inconvenience this may have caused.

Please be assured, that your feedback is important to us and will be helping us to continuously improve our services.

We can confirm that as for now, there is no pending withdrawal request on your account and no active balance to be withdrawn.

Kind regards,

Posido Casino Team

Dear flojohannsen,

as there is no pending balance to be withdrawn, 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/www.kpvfaw.com. 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,

Jana

www.kpvfaw.com