Posido Casino - 選手の退出手続きが遅延しています。

I deposited €150 and made a profit of €900. This withdrawal has been pending for over two weeks, and whenever I contact customer service, I get the same answer: the money will be with me soon.

Ich habe 150 € eingezahlt und einen Gewinn von 900 € erzielt. Diese Auszahlung steht seit über 2 Wochen in Bearbeitung und wenn man den Kundenservice fragt, kommt immer die gleiche Antwort, das Geld ist bald bei mir.

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Dear Nickpelz,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Have you made any successful withdrawals from your account previously?
• Can you confirm that your KYC verification was completed?
• Were your winnings accumulated while a bonus was active, or without an active bonus? If a bonus was active, please specify which one.

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

I've already withdrawn my winnings once, and I opened a case here beforehand. Verification isn't necessary, it says so in my casino account. The winnings were earned without a bonus.

Ich habe schonmal auszahlen lassen, vorab hab ich auch hier einen Fall eröffnet gehabt. Eine Verifizierung ist nicht nötig, steht im Casinokonto. Der Gewinn wurde ohne Bonus erzielt.

Thank you for your reply, Nickpelz. Could you please let us know the current status of your withdrawal request — is it shown as "pending" or "processed" in your casino account? If possible, please attach a screenshot of your withdrawal history in this thread so we can review it.

Additionally, please forward all relevant correspondence between you and the casino to kristina.s@casino.guru, or you may post it here. Once we have that information, we’ll review it and advise on the next steps. Thank you in advance.

Dear Nickpelz,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.