The player from Austria had deposited money into Posido and made a profit of 4000 euros but faced withdrawal issues due to being at Level 1, which limited her to 500 euros per day. Despite processing three successful requests, the funds remained unpaid as of February 6, 2025, causing her urgency for the money. The Complaints Team had intervened, and the casino confirmed that the first three withdrawals were processed on February 25th, with the remaining requests prioritized. The player expressed satisfaction upon receiving her funds and emphasized the need for quicker processing times in the future. The complaint was marked as 'resolved' by the Complaints Team.
Posido Casino - Player's withdrawal is delayed despite several requests.
Amount: €4,000
Posido Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 months ago
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4 months ago
Translation
Good day,
On February 5, 2025, I deposited money into Posido and with a bit of luck, I made a profit of 4000 euros. I decided to withdraw the amount.
However, according to customer service, it is impossible to withdraw the full amount because I am still at Level 1. Instead, I was advised to withdraw 500 euros per day.
I tried to withdraw 500 euros but the amount was too high, so I tried again with 400 euros and it worked. The next day I repeated the same thing and on the third day I made a withdrawal request for 500 euros.
Although all three withdrawal requests worked, the amount has not yet been paid out and is still being processed as of February 6, 2025.
I have asked customer service several times why my application is still being processed, but I always get the same (standard answer)" copypaste answer "The payment will be made three days after the application." However, up to now the amount is still being processed and I need the money urgently.
I still have a balance of 2700 euros, but unfortunately I cannot make any more withdrawals because it says that the maximum withdrawal limit has been reached.
I hope you can help me.
Thanks in advance!
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Complaint Specialist
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4 months ago
Dear KEALSO,
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, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Veronika
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4 months ago
Translation
Dear Veronika,
I would like to thank you and the entire Casino Guru team for the immediate and helpful response, even though it was a weekend. Your quick response means a lot to me.
Thanks again for your support.
Best regards,
Kealso
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4 months ago
Translation
Hello Veronika,
Today is the 14th day since my withdrawal request and it is still pending. I have already sent two emails - the first on 02/12/2025 and a complaint email yesterday on 02/18/2025 - but I have not received a response so far.
Best regards
Kealso
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Complaint Specialist
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4 months ago
Thank you for the information.
Have you made any successful withdrawals from this casino before?
Did you accumulate your winnings with or without a bonus? If you played with a bonus, kindly send me a link or a screenshot of it.
Have you been requested to send any identity documents to the casino for the KYC verification?
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4 months ago
Translation
Hello Veronika,
I have deposited a few times at Posido but have never won. This is the first time I have won at Posido.
My profile says no verification is required.
Thanks for the feedback!
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Complaint Specialist
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4 months ago
Thank you very much, KEALSO, for providing all the necessary information. I will now transfer your complaint to my colleague Martin ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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Casino Analyst & Complaint Specialist
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4 months ago
Hello KEALSO,
I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Posido Casino representative to enter the discussion.
Dear casino representative, could you please check the case and explain to us what happened? Is there a particular timeframe in which KEALSO can expect her withdrawal to be processed?
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4 months ago
Translation
Hello Martin,
I thank you in advance for your willingness to help me.
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Casino Analyst & Complaint Specialist
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4 months ago
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.
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Casino Analyst & Complaint Specialist
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4 months ago
Dear Kealso,
we are extending the timer again, as we want to explore some other ways to establish contact with the casino. If there are any new developments on the matter, please keep us updated.
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Casino representative
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4 months ago
Dear all,
Thank you for reaching out!
Please be informed that the first three withdrawals were paid out on February 25th. We will aim to process the remaining withdrawals with the highest priority.
We apologize for any inconvenience caused by the delay.
Best regards,
Posido team
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Casino Analyst & Complaint Specialist
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4 months ago
Dear Posido Casino representative,
thank you for the update. I am confident the issue will be resolved in the near future. I will leave this complaint open until KEALSO confirms her withdrawals have been paid out.
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3 months ago
Translation
Dear Posido team,
thank you for finally approving my withdrawal request after almost a month. I hope that my remaining withdrawal requests - as well as those of all players - will be processed more quickly in the future and not take three weeks or even months. Such long waiting times lead to negative reviews and loss of trust among customers.
It's not that you're an international casino operator. Only licensed international casinos are allowed in Austria, and many of them process withdrawals much faster. You're the first casino that takes that long.
This is about trustworthiness!
Best regards
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Casino Analyst & Complaint Specialist
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3 months ago
Hello KEALSO,
I am happy to hear things are moving in the right direction now. I will leave this complaint open until you confirm your last withdrawal has been processed.
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Casino Analyst & Complaint Specialist
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3 months ago
Hello KEALSO,
are there any new developments? Have you received your remaining withdrawals?
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3 months ago
Translation
Hello Martin,
The withdrawal was canceled by the Posido provider. I already informed Posido by email that the cancellation did not come from me and immediately submitted another withdrawal request. The last withdrawal is currently still being processed.
Thanks for asking!
Best regards
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Casino Analyst & Complaint Specialist
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3 months ago
Hello KEALSO,
do you please have any updates on the matter?
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3 months ago
Translation
Hello,
I'm still waiting for approval of my last withdrawal request, which I created on March 14, 2025. The status is still "In Process."
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Casino Analyst & Complaint Specialist
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3 months ago
I am extending the timer by further 10 days. I would like to ask both parties to keep updating us on any new developments.
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3 months ago
Translation
Hello Martin,
I've chatted with Posido's customer service four times now, but each time I get the same response: My last withdrawal request is still being processed and is delayed. This is starting to get really frustrating.
I've attached screenshots of the last two conversations with customer service.
Lg
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3 months ago
Translation
Hello Martin,
I just wanted to let you know that the last withdrawal request was successfully completed. A huge thank you to all of you for your amazing support!
Best regards
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Casino Analyst & Complaint Specialist
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3 months ago
Dear KEALSO,
We're glad to hear that your issue has been resolved. 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,
Martin Lambert
www.kpvfaw.com
