PowerUp Casino - Player's withdrawal request is still pending.

Submitted a simple withdrawal request for 200€ on 25th Feb 2025. Withdrawal forever listed as pending. Upon enquiry was told the relevant departments were on it, that it would be expedited etc. I even asked if there were any outstanding issues, or if I needed to complete verification first. Each time was told everything is fine and not to worry.

As of today, which is my 6th time speaking to support. I was told that the issue lies with the provider and that they were awaiting their response. When I asked which provider the customer support promptly closed the chat. This is becoming a joke , especially when other casinos can complete withdrawals in < 5mins.

Am waiting to see what their next excuse will be.

Dear spazwelder,

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,

Kristina

Thank you for the reply. So to be sure do I have to complete registration for my account or not? I have asked multiple times previously and been assured there is no need at the moment- yet you have mentioned it at the end of your post.

I do not want to be later told the holdup is because my account wasn't verified when submitting the withdrawal request. In any case, customer support last told me the reason for the delay wasn't due to unfinished verification or high volume of withdrawal requests, but because there was some unknown issue with a provider that needed to be cleared first.

Hello, spazwelder.

Thank you for your patience.

We're deeply sorry for the inconvenience caused regarding your withdrawal request.

About your question, verified accounts usually have faster deposits and withdrawals because all the security layers are already checked and this is a time saver for financial approvals.

Please, check if there is any request regarding documents verification pending in your `PowerUp account.

Rest assured, we're taking immediate action and your request is being checked with priority.

We would get back to you as soon as we have any news from relevant department.

Sincerely,

PowerUp Casino

Hello everyone,

Thank you both for your replies.

spazwelder, has there been any news?

Yes,

The casino has sent me my winnings. You may close the complaint. Thank you!

Dear spazwelder,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Kristina

Casino.Guru