Powbet Casino - Withdrawal of player's winnings has been delayed.

My withdrawal has been pending for more than a week, and so far the platform has not provided any concrete solution.

I have contacted their support several times, but I only receive generic responses saying that my withdrawal is "being processed," without any explanation for the delay or a specific timeframe for completion.

A reasonable amount of time has already passed, and I still do not have access to my money. I would appreciate it if Casino Guru could intervene and ask the platform to provide a clear explanation for the delay, as well as a concrete timeframe for when my withdrawal will be completed.

I kindly ask that the platform resolve this issue as soon as possible, as I do not consider it acceptable for a withdrawal to remain pending for more than a week without a specific explanation.

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Dear Ronaldo7777,

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

I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can understand the situation.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC (Know Your Customer) verification?
• Have you accumulated your winnings with or without an active bonus?
• Please share a screenshot of your withdrawal history directly to this thread.

Thank you very much in advance for your reply.

One of my withdrawals has now been pending for 14 days. The casino previously gave me a 5-day timeframe for it to be completed, but that deadline has already passed.

What concerns me most is that the casino is not responding to my emails or providing any clear information. The lack of communication makes me worried that I may not receive my money.

I would appreciate your help in obtaining a clear response from the casino.

I have not made a successful withdrawal from this casino before.

No, I have not completed KYC verification because the verification section on my account says that my account does not require verification.

My winnings were accumulated without using any bonus.

Thank you very much for your reply, Ronaldo7777.

You mentioned that you contacted their support several times, but only received generic responses. Could you please share screenshots of those conversations? Also, if you have any other relevant correspondence with the casino, please share it as well.

I appreciate your assistance.

Dear Ronaldo7777,

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

Dear Ronaldo7777,

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,

Jean