Powbet Casino - Player’s withdrawal has been delayed.

Hello Casino Guru team,

I'm here seeking help from your team and to complain Powbet for my delayed withdrawal. This is my second withdrawal on their platform, my first withdrawal (PHP 42,000 by Gcash) was June 3 and was completed by June 7 so it was on time of their 3-5 business days. Next withdrawal was June 10 (PHP 40,982 by Gcash again), this is the one which is still pending by now. I first contacted the customer support last Monday because I was expecting my withdrawal to be completed by Sunday because my first withdrawal was like that. From Monday until Friday I've been contacting them thru their live chat and thru email once. They all say the same thing even though they are different customer supports, no one is telling me the real reason on why my payment is delayed. They all say that they are sorry for the delay, that the finance team is already on it, that too many users are requesting withdrawal hence all are delayed.

I could accept that reason if even my friend who I referred to this platform and initiated the same withdrawal time of my second withdrawal, almost same time but same day, same payment method but his withdrawal got completed by June 14, then proceeds to initiate withdrawal again by June 15 then he got it by June 19. In the span of me waiting for mine, he already got two withdrawals. So I don't think this is just a problem of too many users are initiating withdrawals. I do think they are waiting for me to cancel and gamble all of my winnings which eventually would lose all of it but no, I wont do that.

I've only bet on esoccer games. I didnt use bonus promotions and I didn't play on casino. Only sportsbook which is esoccer to be specific.

I'm hoping for your help as this winnings would be use for my birthday celebration on June 28.

So including today (in Manila time) it is already my day 10 of waiting for my withdrawal.

No KYC required on my part as one of the customer support said that my account is in good standing and they don't need me to do KYC, as well as when I check my profile it says there not required.

Thank you.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Zicozip,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Just wanted to update. Day 12 of me waiting for my withdrawal and it is still pending. Customer support says theres a high volume of withdrawal but they cant even explain how in the span of days of me waiting for my withdrawal, my friend who is in the same country and same type of payment method were able to withdraw twice. I know I need to wait 14 days but just want to update you. I hope you can contact Powbet by day 14. Thank you.

Dear Zicozip,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello Karla,

No, there's still no update on my withdrawal. It is still pending, my last message on customer support was when I replied here. I'm tired of their repeated response, they seem like a bot that doesn't know anything about my withdrawal transaction.

Hello Karla,

It's been 3 days since you last replied and my withdrawal is past the 14 days waiting time as you recommended. Can this be pass onto your dedicated Resolver now as up until now my withdrawal is still Pending. Hope you can help me.

Thank you,

Dear Zicozip, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

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

Karla

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Zicozip,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Karla