The player from Portugal had requested a withdrawal less than two weeks prior to submitting the complaint. The payment had not been processed yet. After further communication, the player received their first withdrawal of €500 and marked the complaint as resolved. The Complaints Team had confirmed the resolution and expressed willingness to assist with any future issues.
Posido Casino - Player claims that payment has been delayed.
Amount: €1,500
Posido Casino
Safety Index:HighSafety Index
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8.8
Posido Casino has a Safety Index of 8.8, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
5 days ago
Public
Public
3 weeks ago
Translation
Good morning. I won €1,500 at Posido and made 3 withdrawal requests for €500 each, the first dated June 1st. To this day they are still under review. When I talk to them in chat or even by email, they always say I have to be patient. However, the site's terms and conditions state that withdrawals are processed within 3 working days, which is not the case. How can I resolve the situation?
Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
3 weeks ago
Dear pat2025,
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.
Public
Public
3 weeks ago
Translation
Good morning. It's been 14 days and the surveys are still under review. Should I still wait?
They say it's not necessary to check the account.
Edited
Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
2 weeks ago
Dear pat2025,
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.
Public
Public
2 weeks ago
Translation
Good morning.
No, everything remains the same. The 3 surveys are still under review.
Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
2 weeks ago
Dear pat2025, 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 withdrawals? 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.
Public
Public
2 weeks ago
Translation
Hello, I've just received my first withdrawal of €500. I'm going to wait and see if they pay the rest, otherwise I'll get back to you. How long should I wait for them to make the missing payment?
Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
2 weeks ago
Dear pat2025, thank you for the information provided. Have you received the rest of the money?
Public
Casino Analyst & Complaint Specialist
Public
1 week ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear pat2025,
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/www.kpvfaw.com. 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
