Powbet Casino - Player’s tournament winnings remain unpaid.

Subject: Unpaid tournament winnings (400 €) and retroactive application of terms – PowBet

Message:

Dear Casino Guru Team,

I am filing a formal complaint against PowBet Casino regarding their refusal to pay out a prize of 400 € for winning 1st place in the "Gold Saloon Onair" tournament (held between 06.04.2026 and 12.04.2026).

The Situation:

I participated in the tournament, followed all the rules, and finished in 1st place with 3,036.0 points. My victory was officially confirmed in the tournament standings. However, the prize was never credited to my account.

The Conflict:

After contacting support multiple times, I received a vague response citing Point 7.3 of their General Terms and Conditions. This clause states that the casino "reserves the right to deny a bonus... at our sole and absolute discretion."

My Arguments:

No Prior Exclusion: I was never informed that I was ineligible for promotions or tournaments. The system allowed me to join, compete, and win. If I were excluded, I should have been blocked from entering the tournament in the first place.

No Retroactive Actions: A decision to deny a prize cannot be applied retroactively after the competition has ended and the results are final. This is a clear violation of fair play and the principles of competitive integrity.

Lack of Transparency: The casino has failed to provide a specific reason for withholding my winnings, instead hiding behind a general "sole discretion" clause to avoid their financial obligation.

I have already attempted to resolve this directly with PowBet, giving them a 48-hour deadline, which they ignored. I have screenshots of the leaderboard and my email correspondence with their support (Peter and Anh).

I am seeking your assistance in recovering the 400 € that I earned fairly.

Best regards,

MRWPOLAND

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Did you participate in any previous tournaments at this casino?
• Which games did you play to increase your rank in the tournament?
• Could you please send me a link or a screenshot of the tournament, so that we could review its Terms and Conditions?
• How much did you have to deposit in order to participate in the tournament? If you have a link or screenshots of the tournament’s Terms and Conditions, kindly forward them to me.
• Were the winnings generated from your deposit credited to your real-money balance while also earning you points in the tournament, or was the deposit used exclusively for tournament participation without any possibility of real-money winnings?
• Has the casino refunded your deposit, or did you receive nothing at all after the tournament ended?

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

Best regards

Veronika

Dear Veronika,

Thank you for your assistance with my case. Here are the answers to your questions:

Did you participate in any previous tournaments at this casino?

To my best knowledge, I have not participated in any other tournaments at Powbet Casino before this one.

Which games did you play to increase your rank in the tournament?

I played one specific game: Gold Saloon Roulette.

Tournament Terms and Conditions:

There was no entry fee required; participation in the tournament was free for players. I have already forwarded the link/screenshots of the tournament's Terms and Conditions to your email (veronika.f@casino.guru).

Winnings and Deposits:

The winnings I generated while playing were credited to my real-money balance as usual, and at the same time, I was earning points toward the tournament leaderboard.

Casino Action after Tournament:

I have received nothing from the casino after the tournament ended—neither the prize nor any further explanation beyond the vague reference to their "discretionary" clause.

I hope this clarifies the situation. I am looking forward to your further steps.

Best regards,

MRWPOLAND

Dear MRWPOLAND,

Thank you for your response.

We carefully reviewed the available information and the communication provided. Unfortunately, we must inform you that we are not able to agree with your claim. Online casinos are generally entitled to restrict or exclude players from promotional events and tournaments at any time, provided this is in line with their internal rules and promotional terms and conditions. In such cases, eligibility for participation is determined by the operator, and a player does not automatically retain entitlement to promotional winnings if the account is later marked as ineligible.

I understand that you may feel your winnings were taken unfairly; however, your account balance was not affected by this restriction, and no funds were deducted. As such, the impact was limited to the time spent participating in the tournament.

Taking all the above into account, we do not consider the casino’s decision to withhold the tournament prize to be unfair or unjustified. Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards

Veronika