Withdrawal delayed beyond processing time and follow ups ignored

I am submitting a complaint due to delayed payment processing.

The T&C has stated it takes 3 days to process payments and it has now been 14 days. I have followed up on 4 days as to the status and they have claimed the team is processing the request and will do it as soon as possible. I followed up again and I have still not heard anything from them. I have a total of one pending withdrawals, however it has been my experience in the past that when it passes the 3 days period of pending the team cancels requests without any explanation claiming it was an issue with the processor not them, and not providing any proof of that.

Hi

I am looking for some assistance to get an update as to why the payments have not been processed. I have checked my profile and the account has all required verifications completed.

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,

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.

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!