The player from Germany has requested a withdrawal prior to submitting this complaint. Unfortunately, their winnings haven’t been received yet.
Hello. I won money 5 weeks ago, they paid out 3 times. And for the last 2 weeks I've had nothing. I waited 6 days for payouts, then they canceled them all. And my payout request is restricted, and there's nothing I can do. They're asking me for a photo of my passport and my card. I've sent all of that. But for the last 3 days they've sent me a request for a bank photo six times. It never works. I've asked several times what's wrong. Their answer is always the same. Wait and be patient.
I ask for help.
Dear Wadim78,
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.
Dear Wadim78, please allow me to ask you a few questions, so I can understand the whole situation completely.
Are there any pending withdrawals in your casino account?
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 canceled 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.
Hello Dominika. They've restricted my withdrawals, and I no longer have access to them. They've blocked the €29,000 I won. They want me to verify my identity, but I don't know what they need. When I click on the link they sent me, it says "Photo of bank card accepted," but I have to upload everything listed below. But it's not there. I can send them a photo.
when I click on the link it says
And as you can see, I can't upload anything. I've already emailed them, but haven't received a response.How likely are I to get my money? Can we borrow the money from them?
What can you say about this casino from your experience? Are they scams or a legitimate casino? I've been playing with them for 1.5 years. I've always won, and then lost again. I've never cashed out anything early. That's why I didn't know they had such problems with payouts.
In the first week, they transferred three payments to me: €500, €500, and €800, and now nothing for 16 days.
Dear Wadim78, have you been able to successfully upload and submit the documents requested by the casino?
Did you play casino games or bet on sports?
If I understand correctly, your winnings have not been confiscated, but you simply cannot withdraw or access the funds until your verification is completed — is that right?
Hello. My account has been verified since yesterday, but withdrawals are blocked by the casino. I've sent several emails and asked in the chat. There's no answer. They just say to write your concerns via email. I wrote that two days ago. Today I received a reply saying they don't understand what I want and that I have to write another, detailed email. They're deliberately delaying me.
I've sent them another message now. I can't be more detailed.
Hello. I've already sent 11 messages. And none of you understand what I want. How can this be? I want to withdraw my winnings, and they won't let me. They've RESTRICTED my withdrawals again because they don't understand.
I can't withdraw my money because they have restricted my withdrawals.
I specifically gave a reason again.
Why is my money RESTRICTED??????????
When can I cash out???????????
What else do I have to upload to get my money?????
Open my gaming account and you'll see what I mean. Go to the withdrawals section, and it says: CASINO HAS LIMITED YOUR WITHDRAWALS
DO YOU SEE THAT ????????????
Why???????????
Dear Wadim78, have you been finally able to submit any withdrawal requests successfully? Has the technical issue mentioned by the casino (related to the payment provider) been resolved?
Hello, they sent a message at 11:58 that I can withdraw again, but instead of the 1500 euro daily limit that I'm supposed to have, they made it 800 euros. So they keep trying to rip me off. I've now written to them, asking them to increase it to 1500 euros.
Thank you very much for your support, I hope I get everything.
Dear Wadim78, if I understand correctly, your current withdrawal limit is now €800 per day, and you were allowed to make a withdrawal.
Could you please confirm whether this is indeed a daily limit, and if you will be able to submit two additional withdrawal requests after this one — so that you have three withdrawals pending, each for €800?
Yes, I've now submitted a withdrawal request for 800 euros. I can only submit two more requests tomorrow and the day after tomorrow because there's one withdrawal per day. But they're supposed to pay me 1500 euros per day.
Thank you very much, Wadim78, for providing the necessary information. I will now transfer your complaint to my colleague Romi ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Dear Wadim78,
I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.
I would like to invite the Posido Casino's representatives to join this discussion and provide any available information to help resolve this issue.
Dear Posido Casino,
Could you please provide detailed information about this case?
Thank you in advance for your response.
Best regards,
Romi
Hello. My account has been verified for a week, and they still haven't paid out. I've been waiting for a payout for a week. ???????? What else can we do?
Dear Wadim78,
We would kindly like to apologize for the delay and any inconvenience this may cause.
Please be assured that we are working with high priority on your case.
We will inform you with further updates as soon as possible.
Thank you for your patience and understanding.
Best regards,
Posido Casino team
Dear Wadim78,
We are happy to confirm that your withdrawals have been processed, and the money has been sent from our side.
The funds can take 3 - 5 working days to appear in your account, however, this is subject to the payment method used and your bank standards.
Best regards,
Posido Casino team
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