On May 24th and 26th, I had withdrawal requests completed in the following amounts: 274.75, 34.75, 59.25, 113.00.

However, I have not received any amount in my account. I have already made this complaint to a representative in the chat and sent an email, but I notice that they are not making an effort to resolve the problem. None of my emails have been answered. I won these amounts, so it is fair that I receive them.

Dias 24 e 26 de maio tive pedidos de levantamentos concluídos nos seguintes valores : 274.75  34,75   59,25

113,00

Porém n?o recebi nenhum valor  na minha conta. Já fiz essa reclama??o com um atendente no chat e já enviei um e-mail, percebo que eles n?o se empenham em resolver o problema. Nenhum e-mail meu foi respondido. Eu ganhei esses valores ent?o é justo que eu receba. 

Dear Luggo23,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 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?

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.

Best regards,

Kristina

Good afternoon,

I had never made any withdrawals, this would be my first withdrawal. I don't know what KYC is. I did not accumulate active bonuses. I played with money that I deposited at the casino. And I didn't receive what I had earned fairly. I have all the emails confirming that the withdrawals had been approved

Boa tarde,

nunca tinha feito nenhuma retirada, essa seria minha primeira retirada. N?o sei o que é KYC . N?o acumulei b?nus ativo. Joguei com dinheiro que eu depositei no casino. E n?o recebi o que tinha ganhado de forma justa. Tenho todos os e-mails confirmando que os levantamentos tinham sido aprovados

Thank you for your reply, Luggo23. Verification KYC (Know Your Customer/Client) is a very important and essential process, during which a casino verifies a player's identity to make sure that the money is sent to the rightful owner. In order to verify the player's identity, casinos request certain documents. Usually, casinos require at least one type of ID (ID, driver's license, passport) and one type of proof of address (utility bill, phone bill, etc.). However, some casinos can ask for bank statements, proof of ownership of the payment method used to make a deposit, various selfies, etc. 

Most casinos perform the verification at some point, sooner or later - some casinos don't let players make deposits before they submit documents, and other casinos let players withdraw the first or few smaller withdrawals without it, but most often casinos ask for documents at the point of the first withdrawal.

Have you provided any documents to verify your identity?

No, and they didn't ask me for any documents or any time. What do I do in this case?

Nao, e nao me pediram nenhum documento e nenhum momento. O que eu fa?o nesse caso ?

Sometimes casinos do not ask for documents when you request the first withdrawal or if you try to withdraw a smaller amount of winnings.

Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Also, have you tried contacting the casino regarding this issue? Please forward all the relevant communication between you and the casino to [email protected]. Alternatively, you can post it here. Thank you in advance.

The value came back again as if it were for me to play. When I try to request a withdrawal the message appears that I need to play first. Eh, I've already played all the deposits I made. I am sending to email all the prints of emails they have already sent me confirming my lenabtamentos. I have contacted Lés several times and they never respond.

.

O valor valor voltou de novo como se fosse para eu jogar. Quando tento pedir o levantamento aparece a mensagem que eu preciso jogar primeiro. Eh ja joguei todos os depósitos que fiz . Estou enviando para o e-mails todos os prints de e-mails que eles já me enviaram confirmando meus lenabtamentos . Já entrei em contato com o lês diversas vezes e eles nunca respondem

.

Thank you very much, Luggo23, for your cooperation. 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.  

Hello Luggo23,

My name is Romi and I will be assisting you with your case. I would like to request the presence of a representative from the casino in this conversation.

Dear Posido Casino,

Could you possibly provide additional information regarding the withdrawal and clarify the situation?

Thank you in advance.

Respectfully,

Romi

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 Customer,

Thank you for reaching out.

First and foremost, please accept our sincere apology for the inconvenience caused.

We would like to offer you a manual payout of your winnings. In order for us to initiate it, we need your bank information, which is why we sent you an email with the information request today. Looking forward to your reply.

Best regards,

Posido.com

I sent the data to you.

Enviei os dados para vocês.

Everything's solved. The amount of €481 was deposited.

Tudo resolvido. Foi depositado o valor de 481€.

Thank you, Luggo23, for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.

Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Romi