PowerUp Casino - Player's account issue leads to negative balance.

I have requested to close my account due gambling problem in 27th of april. They closed my account but let me open the account again and again.

During that time my account is on minus for 210 euros which I demand as a refund for not respecting my problem and taking advantage of my situation. Screenshot of the email attached. They havent replied to my email about the issue where I explained the situation.

Dear Kkriz,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To assist you effectively, could you please provide us with the following details:

• Has the casino responded to your account closure request from 27 April? If so, please forward me the entire communication between you and the casino at [email protected].
• Have you reopened the same account again and again, or did you create a new account each time you returned to this casino?
• Have you passed the full KYC verification?
• When was the last time the casino communicated with you, and what was it about?

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

Best regards,

Veronika

I send you email and aswered all the questions there.

Have you received any response from the casino to the email you sent on 27 April? Did the casino specify the duration for which your account would remain closed?

Please note that your self-exclusion request did not include a specific timeframe for the account closure.

If you have had any further communication with the casino regarding this matter, please forward it to me at [email protected].

Thank you in advance.

No response. They just closed it but allowed me to reopen. Shouldnt allow that if reason is gambling problem.

Could you please provide us with any evidence confirming that the casino closed your account? Kindly note that we are only able to request a refund of your lost deposits in cases where the player presents solid proof that their account was reopened unjustly.

So far, the only document we have received is one email you sent to the casino, to which they have not replied. At this point, we do not have sufficient evidence that your account was actually closed.

Please understand that we need clear and convincing documentation showing that:

• you attempted to contact the casino through multiple channels,
• you explicitly requested permanent self-exclusion due to a gambling addiction,
• and the casino failed to act on your request or ignored it entirely.

If you are able to provide any further evidence, we’ll be happy to review it and assess how we can proceed.

Dear Kkriz,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.