Complaint #13 Posido Casino

Lowering the bonus turnover by the casino

By maykeel

3 years ago

I would like to describe the unpleasant experience with this casino.
On 12/04/2023 I benefited from a 50 Free Spins Deposit Bonus. I won 388 euro. Wagering conditions - x40. / like u see on each photo/
Until 17/04/2023 everything looked normal. From time to time I checked what percentage of the bonus turnover I made. On that day, the turnover was 87% / I can prove it by sending over 2000 print screens from the history of bets in the casino /. Of course, I wrote on live chat and also by e-mail with support - but they said everything is fine. / the content of the email can also be shared /.
On 18/04/2023 I decided to keep playing to see how things would go. I asked the support if the game I'm going to play counts 100% to the turnover - bonus - the support's answer was positive. Before the first game of the day, I made a print screen with my account data / photo No. 1 / where you can see that the bonus turnover is 8%. After a few hours of playing, I made another screenshot of the data screen / photo No. 2 / where you can see that the turnover is 11%. The bonus continued to be wagered and at 1 p.m. / photo 3/ I checked the wagered spin. As it turned out? The bonus turnover dropped again to 8% despite several hours of play. Interesting right?
Of course, the case with all the photos was sent several times to live chat and also to support - but to this day without any response.
19/04/2023 I repeated what I did the day before. Pictures 4 and 5 show a similar situation. This time, the turnover increased from 8% to 19% and then fell again to 8%. Of course I reported this as well - also no response from the casino.
On April 22, 2023, the bonus expires / like u se eon each photo/ and with it about 1,400 euros which is on the bonus account and which should have been in the main balance a long time ago because I believe that the turnover conditions have been met in 100%, only someone deliberately lowered these values several times so that the bonus would not has been rotated. At the moment I have access to the casino account and I can do the tedious work of documenting all the games in the casino that days to prove that the turnover has long been made.
Up to the time of writing the complaint, I have not received any concrete response from the casino.

Disputed Casino Posido Casino

Reason Other

Amount €1400

Discussion

AskGamblers

• Support Team

3 years ago

Dear @maykeel,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Posido Casino

• Representative

3 years ago

Dear Customer,

We completely understand your frustration. We assumed you may have the said screenshot so we could use it for investigation. However, if you do not have it, we will proceed without it.

Please note that the wager for the freespin winning was corrected and we have added 1 401.14 EUR to your balance. The rollover is completed. We will continue working on the investigation to make sure the situation does not occur again.

Please feel free to contact us if you face any issues or have any questions.

Sincerely,
Posido

maykeel

3 years ago

Dear Askgamblers

Who normally takes screenshots of their account to document something if everything seems to be working normally? Nobody. Of course I don't have a print screen that shows that I made 87%. The photos from my account documenting the lowering of the bonus turnover were taken only after the support stated that everything was fine - which of course is not what the photos I sent in the post above show. For the next two days / 17/04 and 18/04/ the turnover increased and then decreased despite further bonus turnover.
On 18/04 I sent an email to support and also in live chat with over 200 photos attached / 25 transactions each / showing part of my history from 12/04 - 14/04. I repeat - this is a partial history from less than two days on which you can see the turnover of about 5k euros, which with the bonus of 388 gives more than 10% of the bonus turnover and not, as the support claims in the e-mail of 18.04 at 12.44 that from 12.04. to 18.04 I made barely 7% TURNOVER BONUS.
In the next two days I proved with scrins from my account that despite the passing time, the turnover on my account is falling!
Making print screens of all transactions on my account will take a lot of time, but if necessary, I will do it / every transaction, hour, stake and game on which the trade was made /. It will probably be over 2000 and I will prove that the turnover has been underestimated - which I have already shown on the screens in the first post. !!!
You are asking me to prove something that I have already proven with both the screens here and the transaction history from my account.
I received exactly the same content of the e-mail that you are working on solving the problem several times - of course nothing has changed despite the fact that photos with my account history were sent to support and live chat.
One thing has changed - my bonus obviously expired on April 22, 2023 - I couldn't make 100% of the turnover because it was notoriously underestimated.

Posido Casino

• Representative

3 years ago

Dear Customer,

Thank you for reaching out.

We are working with the technical department to make sure the situation is solved as fast as possible. In the meantime, could you please provide the screenshot where you saw the turnover at 87% so we could investigate that?

Please feel free to contact us at any time.

Sincerely,
Posido

Posido Casino Complaint Stats

Resolved 32 / 34

Avg. Amount $1,521

Avg. Complaint Duration 7 days

Avg. Response Time 2 days

Posido Casino Complaints

See all complaints for this casino

Delayed payment Posido

Posido Casino seemed fine at first, I ve even got first two withdrawals in the past. But the withdrawal process right now has become completely unacceptable.

I have been waiting for my withdrawals for over a week now, which is already far longer than the 1–3 business days repeatedly stated by their support team.

I currently have three pending withdrawals of €500 each (€1,500 total). In addition, I still have approximately €5,000 remaining in my casino account that I am unable to withdraw immediately because of the casino’s withdrawal limits.

I have contacted live chat multiple times regarding the delays. Every time I receive the same response: that my case has been forwarded to the finance department, that the process will be speed up, and that I should wait a little longer. However, nothing has changed and no withdrawals have been processed.

I have screenshots of all conversations with customer support confirming these statements and promises.

At this point, I am requesting the immediate processing of all my pending withdrawals and access to withdraw the remaining balance from my account. The continued delays, lack of clear communication, and repeated generic responses are extremely frustrating and have caused me to lose confidence in the casino.

I would appreciate urgent assistance in resolving this matter.

Total balance involved: approximately €6,500 (€1,500 pending withdrawals + approximately €5,000 remaining in account).

85h left

€6,500

Account closure complaint

Subject: Formal Complaint – Account Reopened Without My Consent

Dear Complaints Department,

I am submitting a formal complaint regarding my Posido account.

On 5 June 2026, I requested the permanent closure of my account. Your representative confirmed in writing:

“Your account has been closed at your request.”

Despite this confirmation, my account was later reopened without my knowledge or consent.

I never requested the reopening of my account, nor did I receive any communication informing me that my account had been reactivated.

The first indication that something was wrong was when I started receiving promotional emails from Posido again, despite my account having been permanently closed. After receiving those emails, I attempted to log in using my old credentials and discovered that my account was active.

Furthermore, your support team acknowledged in chat that my account had been closed and subsequently reopened.

As a result of this unauthorized reopening, I suffered gambling losses totaling 1700 chf

I therefore request:

The exact date and time my account was reopened.

The method by which the account was reopened.

Copies of any email, chat, request, or authorization allegedly submitted by me requesting the reopening.

All relevant login records, IP addresses, and device information associated with the reopening process.

A full investigation into how a permanently closed account was reactivated.

Reimbursement of the 1700 chf lost after the unauthorized reopening of my account.

Please treat this as a formal complaint and provide a full written response together with all supporting evidence.

If you are unable to demonstrate that I requested and authorized the reopening of my account, I will escalate this matter to your licensing authority and any available independent dispute resolution service.

I look forward to your prompt response.

Kind regards,

56h left

CHF1,700

Posido Casino Overdue Withdrawal of 170 EUR

Casino Name: Posido (posido.com)

Operator: Estolio Limited

Player Username/Email: < username removed >

Disputed Amount: €170 EUR

Payment Method: Crypto - USDT (Solana Network)

Transaction ID: e2258217-5097-4df6-9c4b-55f6fee0ed52

Date of Withdrawal Request: June 1, 2026

Complaint Details:

On June 1, 2026, at 12:28:12, I requested a withdrawal of €170 via USDT Solana. According to Posido’s official terms and conditions, their Finance Department processes withdrawals within 3 business days starting from the day after the request.

This processing window officially expired last week on Thursday, June 4, 2026, and according to support member "Aery" I had to wait 24 more hours. As of today, Monday, June 8, 2026, the transaction has been pending for 7 full days (more than double the allowed time) and remains stuck under manual review.

I have contacted live support multiple times. On Friday, June 5th, support member "Guilherme" acknowledged the delay, apologized, and stated that the transaction was formally escalated and marked as "expedited." On Monday, June 8th, support member "Joyce" again confirmed that the department had been alerted with the "utmost priority." Despite these internal escalations, the funds are still being withheld without explanation.

Please note the following critical parameters of this account dispute:

* No Active KYC Requests: My account features no outstanding identity verification requests. The player dashboard indicates zero required documents, and no communication has been received by their compliance team requesting verification.

* Instant Payout Method: The chosen withdrawal asset is USDT on the Solana blockchain network. This method requires zero banking or transactional propagation lag once approved by the operator.

The operator is explicitly breaching its own service agreement and withholding player funds past their legal timeline. I request that Posido immediately approve this transaction. I have attached a verbatim screenshot of the pending panel detailing the transaction ID and timestamps.

Resolved

€170

Withdrawal stuck under review

Hi there, I have had an account with Posido for the past few years. I have used the platform on and off with no issues. I have had several withdrawals approved and submitted within normal time frame in the past. About a month ago I won 11000 CAD. After a short delay I had withdrawn 1000 dollars a day for 5 days in a row. My last withdrawal request was may 20th when they have stopped being approved and is stuck “ under review”. I have reached out to live chat multiple times, and have been assured it’s in the final steps and should be processed shortly. I have asked for clarification on whether my account needs verification which I have been assured at this time it does not, the tab is also unavailable on the website. My monthly withdrawal limit should not be reached and I have no active bonuses at the time. I’ve reached out to [email protected] twice now and have not received any response. I brought this up to live chat and they gave me [email protected] which I sent an email to as well asking for some clarification but that came back undeliverable. I’m running out of options and figure this is my best chance at expediting the process.

84h left

$1,000

Delayed withdrawal Posido Casino fails to process payments

Dear AskGamblers,

I am writing to file a formal complaint against Posido Casino regarding multiple delayed withdrawals that have not been processed despite their stated policy of paying players within 3 business days.
Details of the issue:
• I submitted 3 withdrawal requests more than one week ago (1400€) (approximately 7 days / beyond the 3-business-day limit).
• To date, none of these withdrawals have been paid.
• I have contacted the casino’s customer support multiple times via live chat. Each time, the assistants assured me that my withdrawal request “will be processed soon” or “is being handled quickly.” However, no action has been taken, and I have received no concrete update, no estimated payment date, and no explanation for the delay.
This situation is in clear violation of Posido Casino’s own withdrawal policy, which promises payments within 3 business days.
What I expect from the casino:
• Immediate processing and payment of all pending withdrawals.
• A clear explanation for the delay.
• Confirmation of the transaction references once paid.
I have attached the following evidence:
• Screenshots of the pending withdrawal requests (with dates)
I kindly ask the AskGamblers Complaint Team to mediate this case and help resolve it as quickly as possible.

Thank you for your assistance.
Best regards,

Resolved

€1,400

Verification delayed for 7 weeks and account locked

My gaming account was opened in 2022. Over the years, I have regularly made deposits and withdrawals, and there have never been any issues before.

My problem started on Friday, February 27, when I made a €120 deposit and claimed a 50% weekend bonus. After completing the wagering requirements for the bonus, my account balance was €1,200. However, I was unable to make a withdrawal because my account required verification.

In the Posido Casino interface, it is possible to complete verification directly. My account required standard identity verification. So I uploaded images of my passport and proof of address (an electricity bill), and additionally performed a webcam check & took a selfie (liveness check). After this, I waited 3 days for the documents to be reviewed. When I had not received confirmation, I tried to log in to my account, but this was not possible because my account had been locked.

Naturally, I contacted their support via email. I received a response stating that they needed a PDF document to verify my address. I immediately provided the requested document (a bank statement).

After this, the verification of my account has not progressed. Their latest request for additional documents is dated on March 3. I have been contacting their support few times by email. They respond quickly, but their replies only contain apologies for the delay and promises to prioritize my request. I have not received any estimate of how long this will take or any explanation as to why my account verification has already taken 7 weeks.

With this complaint, I aim to have my gaming account verified so that I can continue using it as before. If this is not possible, I expect them to pay out the balance of my account regardless.

Unresolved

€1,200

Unexplained delayed withdrawal

Hey everyone,

I made a withdrawal 5 days ago (business days) and my withdrawal is still not paid within what is the specified time, I've already exhausted all the communication options with the casino, Live chat; I ask them if something is wrong with my account, or I need to do something adittional to receive my payment, and they only keep telling me wait everytime, even though stated that paid within 3 days, Email; I sent an email asking for clarification and haven't got an answer yet. I would really like to know what's going to my account, if I need to do something, or if everything's okay, please make my withdrawal when you can, thanks!

Resolved

€500

Posido 9 days delay for 200000 HUF withdrawal

I am filing this official complaint against Posido regarding a 200,000 HUF withdrawal requested on February 15, 2026. It has now been 9 days, and the funds are still not processed.

My complaint is based on the following:

Inconsistency with previous history: I previously had a successful withdrawal of 180,000 HUF (requested on Feb 2, received on Feb 7). That was processed in 5 days without any issues. There is no technical or security reason why the current withdrawal should take twice as long.

Conflicting verification status: My profile currently states "Account not verified", yet it also says "Your account currently does not require verification". Since the casino has already paid me before, my identity is clearly established. This contradiction is being used as a stalling tactic.

Repetitive and unhelpful support: Today (Feb 24), I contacted support multiple times (agents Seara, Jessy, and a Hungarian representative). They consistently provided the same vague excuses: they claimed there is a "general delay," they "do not have direct access or visibility" to the Finance Department's work, and they cannot provide any specific information or a definitive timeframe. This lack of transparency is unacceptable after 9 days of waiting.

I have attached screenshots of my pending withdrawal and the conflicting verification status. I request AskGamblers to intervene so I can receive my 200,000 HUF immediately.

Resolved

Ft200,000

Not being able to verify my account

My withdrawals got restricted after I won big on a slot.

Asked Live Chat about it, and they told me it’s because I need to verify my account.

However, I’m not able to upload anything to the Verification site; there’s no tab for uploading documents.

I wrote numerous emails about this issue to the [email protected] email, but they didn’t answer either of my emails, but they received them.

It’s been nearly 10 days since this issue came up, and I haven’t been able to make any progress at all.

Thank you for your help in advance!

Resolved

Ft2,500,000

Delayed withdrawal since November 10th

Hello,

Posido seems like an okay casino, other than withdrawal times and limits ($500 at a time)

My first withdrawal of $500 CAD has been pending since Monday, November 10th.

I submitted another withdrawal of $ 500 CAD on November 12th.

I inquired about these withdrawals totalling $1000cad on Friday, Nov 12. I was told that they are behind on requests as they are busy. (I have screenshots of this conversation)

I put another withdrawal of $500cad today (Nov 16, now $1500 CAD pending). After putting that withdrawal through, I was no longer able to put any more withdrawals in, as the max is $1500 before they are processed.

I have a total of $8142.21 CAD in my Posido account ($1500 pending withdrawal and another $6642.21 sitting in the account that I can’t withdraw due to their limits)

All their live chat says is that it’s behind on withdrawals and they should be processed in 1-3 days.

Resolved

$8,142