Powerbet777 Casino - Player's withdrawal is delayed.

Hello,

I am reaching out regarding an issue with my withdrawal from Powerbet777 Casino.

I made my first deposit and received a match bonus, successfully completing the wagering requirements. On February 9, 2025, I requested a withdrawal of €498 via Bitcoin—the same method used for my deposit. Following this, I uploaded the required verification documents, including my ID, proof of address, and a selfie.

I have been in communication with the casino via live chat and email. However, since February 9, 2025, they have stopped responding to my emails. On February 19, 2025, a live chat representative advised me to cancel my withdrawal and request it again, claiming it would speed up the process since my account appeared to be verified. Despite this, my withdrawal remains unprocessed, and live chat support has failed to provide any clear time frame for its completion.

I am seeking your assistance in contacting a representative from Powerbet777 Casino to respond to my complaint and resolve this issue.

Dear vlastimil797,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Powerbet777 Casino.

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

• Which withdrawal method have you opted for after the suggestion of the casino?
• Did you keep your interaction with support regarding the payout issue? Could you please share it with me?
• Could you please share a screenshot of the verification status of your account, if the information is available?
• Could you please share a screenshot of your withdrawal requests with the status visible?
• Share screenshots here or send the information to my email at tomas@casino.guru

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.

Best regards,

Tomas

Hello,

I used the same method as for the first withdrawal and it is BTC.

I have forwarded to you my email correspondence.

The verification status is not shown in the profile. There is verification section to upload documents and no any indication showing the verification status.

Screen shot of the transactions sent to email.

Thank you.

Thanks for your email and clarification.

Did the casino process your payout since your last post?

Please let me know about any further developments.

Hello,

No changes. They did not pay, withdrawal is in "processing" status, live chat as always useless they even not reply.

Thank you very much, vlastimil797, for providing the necessary information. I will now transfer your complaint to my colleague Jana (jana.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear vlastimil797,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Powerbet777 Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello,

No updates?

Dear vlastimil797,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Control Board Authority and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (jana.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Jana

Dear vlastimil797,

is there any development? Have you received the rest of your funds?

Dear vlastimil797,

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,
Jana
Casino.Guru