The player from Lower Saxony had been waiting for two months to withdraw her funds and was frustrated by the lengthy verification process. She faced communication issues, as responses from the casino via email or chat were nonexistent. The Complaints Team intervened, and after nearly three months, her payout was successfully processed. The issue was resolved with the assistance of the team, ensuring her cooperation throughout the process.
PowerUp Casino - Player's withdrawal is delayed.
Resolved
Our verdict
Case closed
Amount: €550
PowerUp Casino
Safety Index:HighCase summary
Discussion
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7 months ago
Translation
Of course I don't live in Puerto Rico, why can't I change that.
Verification takes months, not just weeks. Communication is blocked, and no one knows what the chat room is doing. Maybe the shack will get in touch here; nothing's happening via email or chat.
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7 months ago
Dear katjaleesch,
Thank you very much for submitting your complaint. I’m really sorry to hear about your issue with PowerUp Casino. I’m afraid I will need more information regarding your problem. Please could you elaborate?
Do I understand correctly that you have requested a withdrawal and have been waiting for it for over 2 months? Do you have your account verified, or is it still under review?
I will be waiting for your reply patiently.
Best regards,
Natalia
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7 months ago
Translation
Hello Natalia,
My account is suddenly fully verified. The document from March! is now also verified, and a final document within an astonishing 3 days (but I let that slide because I didn't feel like dealing with it any longer). I think the casino itself is good: great offers, RTP is great (I won), and the bonus conditions are fair and transparent, but the communication is terrible. The chat doesn't work at all, with a few exceptions, but they basically do nothing except stall, and by email, you actually wait at least a week or longer, or you simply get nothing. Constantly some kind of "system error." It's a shame, really. Best regards, Katja
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7 months ago
Dear katjaleesch, it's great to hear our account got finally verified, congratulations on that!
Could you please specify if you're having trouble with the withdrawal of your funds? Or can I assist you with anything else?
If you cannot explain what exact issue you have been experiencing with this casino, we won't be able to help you, so more clarification from you would be appreciated.
Regards,
Natalia
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6 months ago
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Hello Natalia,
I thought I'd already declared everything. I requested a payout on March 8th for €500, and on March 15th for €50. Verification took forever, 10 weeks. Communication was below par. Chat, no idea what he's doing there. That alone is insane. Yippee, I've finally verified my account for 10 days, and still nothing has happened. No payout. These scams must be banned urgently.
Greetings Katja
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6 months ago
Thank you very much for your reply, katjaleesch. Please allow me to ask you a few questions, so I can understand the whole situation completely:
- Have you made any successful withdrawals before?
- Have you used the same payment method for withdrawals as you used for deposits?
- Have you accumulated your winnings with or without an active bonus?
- Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post the screenshots here.
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Natalia
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6 months ago
Translation
Hello Natalia,
No withdrawal yet, verification took 8-9 weeks.
Deposit method equals withdrawal method
I think I won before I used the bonus, I can't remember and you can't see anything on the website anyway, but even if you did, there's no limit, which is one of the only good things there.
There is practically no relevant communication - zero.
Live chat always, really always the same blah blah. For 10 weeks now
Otherwise NOTHING happens.
That was their response. The volume of inquiries! In the first chats, I was always in queues with over 100 positions. I found that strange and even funny at first, and processing the supposedly over 100 customers only took a minute. They constantly cite so many inquiries; I actually consider it a fraud.LG
Edited
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6 months ago
Thank you very much, katjaleesch, for your cooperation. I will now transfer your complaint to my colleague Kubo ([email protected]) 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.
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6 months ago
Hello katjaleesch,
We would like to update you that due to Kubo, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kubo has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kubo will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
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6 months ago
Translation
The payout has actually been made, after almost three months. Thank you. Gambling is one thing, but then ripping people off using every means possible. Thanks again.
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6 months ago
Dear katjaleesch,
I’m happy to hear that your issue has been resolved! I’ll mark your complaint as "resolved" in our system. Thank you for your cooperation. If you face any further challenges with this or any other casino, please feel free to contact our Complaint Resolution Center. We’re always here to help!
We hope you had a great experience with our services. Although we don’t charge fees or accept tips, your feedback is essential to us. If you could take a moment to share your experience on Trustpilot (link here), we would really appreciate it. Your honest review and any suggestions for improving our complaint resolution process would be invaluable, helping others who might need assistance.
Thank you for helping us improve!
Best Regards,
Kubo
