Powbet Casino - Player’s complaint remains unresolved.

Hi, i deposited over eur100,000 on PowBet.com.

I lost a lot of money. i asked to block my account and even mentioned about my cash problems. they kept giving me bonuses to keep me playing. I raised a complaint 6 months ago but never received any replies.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Powbet Casino.

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

• Was your account in the casino blocked? When was it blocked? When was the last time you were active on your player's account?
• Could you please advise whether you saved more of the communication with casino support? When did this particular exchange take place? (date)
• Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear Tomas

Thank you for taking my case.

My account was closed per my request on 14 July 2025. No action was taken by the Casino after several emails and communication about responsible gambling.

After i closed my account, i emailed them about responsible gambling evrry week to date but never received any response.

My case is genuine and i am not trying to be greedy. They closed my account after i told them that i do.not have any money left. They kept giving me bonuses to make me deposit. I am just trying to recoup money to repay my credit card worth eur10,000.

i will send you the snips by email then

Hello

Any update pls?

Thank you

Thanks for your patience.

I went over the communication you provided via email and earlier in the complaint thread.

• Have you disclosed any gambling-related issues to the casino at any point?
• Could you please specify when you deposited 10000€ with your credit card to the casino?
• During which time has the casino been sending you bonus offers?
• Have you unsubscribed from the casino's marketing communication?

I apologize for the inconvenience. Looking forward to your response.

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Yes i have disclosed

I took a bank loan plus credit card.

All the time. I closed my account for a particular period and they sent me a message if i am interested to reopen subject to a free bonus.

Yes. i never subscribed to marketing materials

Please can you challenge the casino sothat i can get a fair compensation/response.

I apologize for the late response.

• Could you please specify when you informed the casino about your cash problems, and since when they have been sending you bonuses?
• What communication channels does the casino use to send you bonuses?

Thanks in advance for your reply.

Dear NitishR1,

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.

Dear Thomas

I get bonuses via email and mobile text.

I sent you the proof when i mentioned about cash problems earlier.

Please query the casino. My request is fair.

Please

Dear Thomas

I get bonuses via email and mobile text.

I sent you the proof when i mentioned about cash problems earlier.

Please query the casino. My request is fair.

Please

Hello NitishR1,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Please escalate my case urgently

Hello NitishR1,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear NitishR1,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin (martin.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello NitishR1,

I am sorry to hear about your troubles. My name is Martin, and I will be taking care of your complaint from now on.

As a first step, I kindly ask you to provide us with clear and complete evidence of any self-exclusion or responsible gambling-related requests you sent to the casino. I understand you have already supplied us with some material, but we specifically need full emails or chat transcripts where:

• the request is clearly stated (e.g. self-exclusion, account closure due to gambling or financial issues), and
• the date and time of sending are visible.

You've mentioned you haven't received a response to some of your emails, but you can also forward me any emails without the casino's response. My email address is martin.l@casino.guru.

At the same time, I would like to invite the Powbet Casino representative to enter the discussion.

Dear casino representative,

could you please review this case and clarify the casino’s position? In particular, we would appreciate, whether you were aware of any responsible gambling issues being highlighted by the player.

Thank you both in advance for your cooperation. I look forward to your replies.

Dear NitishR1,

We have conducted a thorough review of your account history and the communications regarding your recent closure requests.

We would like to confirm that your account was successfully closed on July 16, 2025, in response to your responsible gaming request. Our records indicate that the account has remained closed since that date.

While the closure was processed in a timely manner, we apologize for the oversight in failing to send a definitive confirmation email regarding the action taken at that time. We understand the importance of receiving clear communication on these matters.

However, we must clarify that at no point prior to your current compensation request did you explicitly mention or refer to a responsible gaming issue as the basis for earlier closures or subsequent reopening actions.

Best regards,

Powbet Casino Team

Dear casino representative,

thank you for your detailed response.

Dear NitishR1,

please provide us with more information as asked in my previous message.

As a first step, I kindly ask you to provide us with clear and complete evidence of any self-exclusion or responsible gambling-related requests you sent to the casino. I understand you have already supplied us with some material, but we specifically need full emails or chat transcripts where:

• the request is clearly stated (e.g. self-exclusion, account closure due to gambling or financial issues), and
• the date and time of sending are visible.

You've mentioned you haven't received a response to some of your emails, but you can also forward me any emails without the casino's response. My email address is martin.l@casino.guru.

Dear Martin,

The casino answer is a standard one. Most communication i had as a vip player was via telegram. I had a VIP account manager assigned to me.

I will send you via email some proof. The casino failed to implement measures to protect me as a player. I deposited over euros 100k, and complained about not having cash many times.

Please let me know once you have reviewed.

thx

Nitish

Dear NitishR1,

thank you for your response, I have sent you another email. Additionally, do you have the telegram communication at your disposal?

Dear NitishR1,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Martin
Casino.Guru