The player from Brazil had submitted a withdrawal request less than two weeks before contacting us. Winnings had not been obtained up to that day. The player initially faced delays with multiple withdrawals, including a canceled amount of $1,000. After approximately a month, he confirmed that all funds were eventually received, though the process had taken longer than expected. The issue had been resolved, and the complaint was marked as 'resolved' in our system.
Powbet Casino - Withdrawal of player's winnings has been delayed.
Resolved
Our verdict
Case closed
Amount: 4,000 R$
Powbet Casino
Safety Index:Very highCase summary
Discussion
Public
Public
6 months ago
Translation
Good morning, I need some help. I created a powbet account, I made a deposit, I didn't get any bonuses, it was just betting real money, after 4 days playing every day I started to win a high amount with sports betting totally within the laws of the platform and out of nowhere they simply limited my sports betting I contacted support and chat and they told me that they can limit the account without any explanation.
I went to make a withdrawal request, but from what I looked at after making the deposit I wasn't very optimistic that the withdrawal would be made easily. I have 3 pending withdrawals two for 1500.00$ and one for 1000.00$ all payments via pix I put all the right personal and bank information and it is only under verification a withdrawal for 1500.00$ it has been 3 working days and I have not had any answers, I contacted the support and they always tell me with the same message that you have to wait the 3 working days the platform chat is simply ridiculous they do not help at all.
I've asked about KYC (documentation) and I've seen that it's a law for documentation to be verified for possible withdrawals and they always tell me that I don't need to identify the account yet.
I have a very high value on the platform and they don't even pay attention to the platform's consumers, I'm feeling like nothing, this has never happened to me on several platforms I've played on, I ask you to really help me!😨😨
Automatic translation:
Public
Public
6 months ago
Dear player,
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
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.
All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.
If you notice anything suspicious, don’t hesitate to reach out to us directly.
Thank you for your patience, and stay safe.
Public
Public
6 months ago
Translation
They haven't asked me for anything yet, I've paid the two withdrawals of 1500, but there's another 1000$ that's been canceled for over a week, I withdrew it and they canceled it again I'm waiting!
Automatic translation:
Public
Public
6 months ago
Dear player,
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.
Public
Public
6 months ago
Translation
Yes, thank you very much, it took about a month to receive all the money, they do pay it out, but it takes longer than usual, I don't recommend it to those who are anxious🤣
Automatic translation:
Public
Public
6 months ago
Dear player,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Dominika
Casino.Guru
