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On June 28th, I played with 150 francs and won 900 francs. I requested to withdraw 500 francs on the 28th and made another request for the remaining 400 francs on July 1st. To this day, I haven't received anything. The Casino has already canceled my requests three times. I just want to receive what I won; they are not being fair.

Joguei 150 francos no dia 28 junho e ganhei 900 francos ,fiz pedido para retirar 500 francos no dia 28 junho e no dia 1 de julho fiz outro pedido para o restante 400 francos, até hoje ainda nao recebi nada. O Casino posido ja anulou os meus pedidos 3 vezes .Eu so queria receber o que ganhei nao estão a ser corretos

Dear Mcteixeira,

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

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise if your account has been fully verified?
• Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?
• Is any withdrawal currently pending in your account?
• Could you please share your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Looking forward to hearing from you.

Best regards,

Tomas

I've already sent everything I had to your email, yesterday they canceled the withdrawal request of 500 francs.

Ja enviei tudo que tinha para o seu email , ontem voltaram a anularam o pedido de retirada de 500 francos .

Thank you very much, Mcteixeira, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru)  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.  

Hi Mcteixeira,

I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Posido Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify the reason for canceling the player's withdrawal requests?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

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.

Once again they have canceled one of my withdrawals even though I made a deposit of 15fr, because they asked me to make a deposit and I did it with the same card.

This is the fifth time I've had a withdrawal canceled since June 28th. I'm beginning to think that the posido casino is a fraud

Mais uma vez anularam um dos meus saques mesmo fazendo um depósito de 15fr, pois pediram para fazer um depósito e eu fiz com o mesmo cartão para receberem está tudo ok mas para pagarem nada

É a quinta vez que me anulam um saque desde 28 Junho. Começo a pensar que o casino posido é uma fraude

Dear customer,

Thank you for reaching out!

Please be informed that, as we see in our system, your withdrawal is being canceled by the payment provider.

As of now we are investigating what the reason for the cancellation may be. In order for us to avoid any further potential delays with your withdrawal, we kindly ask you to provide us with either your Bank's IBAN, your Crypto wallet number, your Skrill or Neteller wallet number.

Feel free to provide the requested information to our support email address.

We are awaiting your return.

Best regards,

Posido team

Thank you for your response, Posido Casino.

Dear Mcteixeira, could you use any of the payment methods offered by the casino? Please, let the casino support know and inform us whether there will be any progress with your withdrawal.

On 7/08/2024 I emailed my IBAN to the Casino, including a photo of the card I use to make my transactions, but today I'm going to send it again.

No dia 7/08/2024 enviei por imail o meu IBAN ao Casino inclusive com a foto do cartão com que faço as transacções mas hoje vou voltar a enviar

Dear Mcteixeira, have you received any updates from the support about the new withdrawal method?

Once again, they canceled a withdrawal of 400 francs. They asked for my bank details to make the transfer, I sent them on July 7, and sent them again on July 14.

I sent everything IBAN, swift. Copy of the bank card and they still don't pay, they cancel a withdrawal once again. I've been doing this since June 28th.

Mais uma vez anularam me um saque de 400 francos, Pediram os dados bancários para me fazerem a transferencia , mandei no dia 7 de julho , voltei a enviar no dia 14 Julho.

Enviei tudo IBAN , swift . Copia do cartão bancário e mesmo assim nao pagam anulam mais uma vez um saque .Ando nisto desde 28 de Junho.

Today they have once again canceled a withdrawal of 400 francs, even after asking me for my bank details by email, which I had already sent on July 7th and sent again on July 14th. I've been asking for the 900 francs I won since June 28th, it's a disgrace.

Hoje anularam mais uma vez um saque de 400 fr. Mesmo depois de me terem pedido os dados bancarios por email e que ja tinha mandado dia 7 de Julho e voltei a mandar no dia 14 Julho. Desde o dia 28 de junho que ando a pedir os 900 fr que ganhei, é uma vergonha

Dear Mcteixeira, do you have any other wallets you could use to request your withdrawal, such as Skrill, Neteller, or any crypto wallet?

Hi Natalia, I don't have one. I have a normal account with a card that I pay to play and I receive transfers from other countries without any problem.

Ola Natália, nao tenho .Tenho a conta normal com um cartão que efectuei os pagamentos para jogar e que recebo transferência de outros paises sem problema algum.

Today I opened a SKRILL account to see if I can get paid.

Hoje abri uma conta SKRILL para ver se consigo receber.

Dear Mcteixeira, thank you for the updates. Have you already provided the casino with your new Skrill account details to get the withdrawal?

Hi Natalia, yes, I've already sent it, I even asked them to pay me via SKRILL when they canceled the withdrawal again on Friday.

Ola Natália, sim ja enviei ,inclusive fiz o pedido para me pagarem via SKRILL quando me anularam na sexta feira mais uma vez o saque

Dear Posido Casino, please share the updates regarding the player's withdrawal request via Skrill. When can Mcteixeira expect it to be processed?

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.

Today I received 400 francs via SKRILL, I went to cancel the withdrawal of the missing 500 francs to request it again via SKRILL and the 500 francs do not appear in my Posido account to request the withdrawal again.

Hoje recebi 400 francos via SKRILL, fui anular o saque dos 500 francos que faltam para voltar a pedir por via SKRILL e os 500 francos nao aparecem na minha conta do Posido para pedir novamente o saque .

Dear all,

Please be informed that both withdrawals have been paid out to the customer:

• 400 CHF successfully withdrawn by the customer to Skrill;
• 500 CHF manually withdrawn to the customer's provided IBAN.

We, therefore, consider the case resolved.

Best regards,

Posido team

I would like to inform you that yesterday I did receive 400 francs via SKRILL and I received an email informing me of this transaction. I didn't receive the 500 francs at all, nor did the 500 francs land in my bank account.

Informo que ontem de facto recebi via SKRILL 400 francos e recebi um email a informar me dessa transacção. Os 500 francos nao recebi absolutamente nada nem os 500 francos cairam na minha conta bancária

Thank you for the response, Posido Casino. Could you please specify when the payment via IBAN was processed from your side?

Dear Mcteixeira, I'm glad to hear that you have partially received your winnings via Skrill. As for the bank transfer, it may take some more time until the payment is processed by the payment provider, in some cases it takes up to 14 days until the money gets to a bank account, therefore I recommend you wait for a week and see if the payment will be received.

Thank you Natalia for your attention. I've asked Posido for a copy of the transfer via email, but I haven't received it yet. I'm waiting to be able to close this problem.

Thank you Natália

Obrigada Natália, pela atenção dispensada. Pedi via email ao Posido a copia da transferência mas ainda não recebi, fico a aguardar para poder dar como encerrado este problema.

A si Natália, muito obrigado

Dear Mcteixeira, have there been any updates? Have you received the remaining part of the withdrawal yet?

No amount of 500 francs has been paid into my account, I've already asked the casino via email for proof of the transfer and they haven't sent me anything yet.

Nao caiu na minha conta valor nenhum de 500 francos , ja pedi ao casino via email o comprovativo da transferência e ate hoje ainda nao me enviaram nada .

Dear Mcteixeira, it's been 2 weeks since your withdrawal of 500 CHF was processed, have you received it as of now? If not, I'll contact the casino again to check this out.

Hi Natalia, I haven't received anything yet, nor has Posido sent me proof of the transfer as I've already asked Posido twice via email

Ola Natália, ainda nao recebi nada , nem o Posido me enviou o comprovativo da transferência como ja pedi por 2 vezes via email ao Posido

Dear Mcteixeira, have you provided the casino with the bank statement to prove that no payment was debited to your bank account?

Dear Posido Caisno, could you please specify when exactly the payment of 500 CHF was processed? Can you please share proof that you have fulfilled your obligations and sent the payment so that we know that the issue was caused by something else? You can post it here or send it to my email (natalia.b@casino.guru), thank you.

Dear Natalia, I haven't provided a bank statement because I don't think it's logical to expose my account, I think it's private and it would be much easier for Posido casino to send proof of the transfer. When they paid me the 400 francs via SKRILL, they sent me an email informing me that they had made the payment. I haven't received an email about the 500 francs and I don't even see a deposit of 500 francs in my account.

Cara Natália, nao forneci extrato bancario porque acho que nao têm logica expor a minha conta acho que é privado será muito mais facil ao casino Posido enviar o comprovativo da transferência. Ate hoje nao entraram 500 francos na minha conta .Quando eles me pagaram os 400 via SKRILL enviaram me um email e informar me que me tinham feito o pagamento. Dos 500 francos não recebi nenhum email e nem vejo na minha conta um depósito de 500 francos

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 all,

Please be informed that we have provided the customer with the confirmation of the 500 CHF withdrawal via email.

We hope this helps us resolve the case.

Best regards,

Posido team

Thank you, Posido Casino.

Dear Mcteixeira, can you please confirm you received a confirmation from the casino? Is there any chance you've got the withdrawal yet?

It's confirmed, I've received 485.90 francs. If they'd paid me on time there wouldn't have been this mess. Besides, when they said they had paid I asked for proof and they never sent it, I didn't detect the payment because I was expecting 500 francs because I also paid in francs. 3 months trying to get paid was a lot and I'm sure I only got paid thanks to GURU so thank you GURU. CASINO POSIDO NEVER AGAIN.

Esta confirmado , recebi 485.90 francos .Se me tivessem pago no tempo estipulado nao haveria esta confusão. Alem de que quando disseram que tinham pago pedi o comprovativo e nunca mandaram , eu nao detectei o pagamento porque estava a espera de 500 francos porque também paguei em francos. 3 meses para tentar receber foi muito e tenho a certeza que só recebi graças ao GURU por isso obrigado ao GURU. CASINO POSIDO NUNCA MAIS .

Dear Mcteixeira,

I'm glad to hear that you finally received the remaining amount and your issue has been resolved, though there were probably some withdrawal fees. I'll go ahead and mark the complaint as 'resolved' in our system. Your cooperation and confirmation are appreciated. 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/casino.guru. 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, 

Natalia

Casino.Guru