The player from Germany struggled with a gambling addiction and had requested account closure from the casino for two months without receiving any response. His account remained active, leading him to gamble away his last funds, which caused significant distress. The casino later confirmed that his account was now closed after the Complaints Team intervened. However, the player did not respond to further inquiries from the team, which resulted in the inability to investigate the complaint fully.
PowerUp Casino - Player's account is still active despite closure request.
Closed
Our verdict
Player stopped responding
Amount: ??
PowerUp Casino
Safety Index:HighCase summary
Discussion
Public
Public
7 months ago
Translation
Ladies and Gentlemen
I would like to specifically complain about this casino and ask for your help. I have a severe gambling addiction and have been emailing this casino every day for two months, requesting that my account be closed and providing a detailed explanation. I never receive a response; the live chat always uses the same phrases. Please send an email.
I'm freaking out! Today, because my account isn't frozen, I gambled away my last 50 euros and now I can't buy anything to eat. It makes me so incredibly angry that, in my opinion, such criminals are rated so highly here. This also casts a questionable light on these sites. I therefore implore you to help me immediately.
Edited by a Casino Guru admin
Automatic translation:
Public
Public
7 months ago
Dear chillen254,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:
Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.
On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).
Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is [email protected].
Thank you very much in advance.
Best regards,
Dominika
Public
Public
7 months ago
Dear chillen254,
We sincerely apologize for the delay and inconvenience.
We are reaching out to confirm you of the status of your account, which is currently closed.
We have forwarded the details to the relevant department for further investigation. You will be kept informed of the update.
Please be assured that we are doing our best to resolve this matter as soon as possible.
Best regards,
PowerUp Casino Team
Public
Public
7 months ago
Dear chillen254,
We would like to ask you to check the response provided by mail.
Thank you in advance.
Kind regards,
PowerUp Casino Team
