PowerUp Casino - Player’s withdrawals are delayed.

Hello,

I’m reaching out for help regarding delayed payments from PowerUp Casino.

I currently have three active withdrawal requests of €500 each, made on August 22nd, 26th, and 27th.

Today marks two full weeks since my first withdrawal, and none of the three have been processed. Support continues to tell me that delays are due to a high volume of winning players, but I’ve received no concrete updates or timeline. My email inquiry was also met with a vague response that they’d "look into it."

I would really appreciate your assistance in getting this resolved so I can receive the full amount owed to me.

Dear Crowman,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so that I can fully understand your situation.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

What types of games did you play? Were they slots, live casino games, or did you place bets on sports?

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,

Veronika

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Hello,

This is my first win on Powerup Casino, so I haven’t made any withdrawals prior to this. I uploaded my verification documents yesterday, as I was not asked to do so before, and there was no option available in my account to upload them until now. I played a slot game when I won.

Thank you for your response.

• Which documents did you upload to your account for verification?
• Have you provided all the documents on time and in the correct format?
• Have you been requested to send any additional identity documents for verification in the meantime?
• Have you received any updates regarding the verification of your account?

Hello,

For verification I was asked to upload my ID and do the live selfie, my skrill and luxon card screenshots, my skrill personal details and my luxon card ownership document. I uploaded all of these when I saw they were requested. They haven't requested any additional identification documents but they have requested I upload my luxon card ownership document again, which I did.

Please forward me the most recent communication between you and the casino regarding the verification of your account at [email protected]. Thank you for your patience and cooperation.

I sent you an email. Thank you for your help

Thank you very much, Crowman, for providing all the necessary information. I will now transfer your complaint to my colleague Peter ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you Crowman for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask PowerUp Casino for their help in resolving this complaint. We would like to know what the issue is with the withdrawal and what we can do to help the player receive their winnings.

Thank you!

Dear all,

Thank you for the invitation to the discussion.

We would like to inform you that the player needs to upload the original Ownership confirmation in PDF of his card, since the provided was not in the original form which we can not accept.

Best regards,

PowerUp Casino Team

What do you mean it's not original document? That’s not true. My document is original and in PDF format. I’ll upload it to my account now again and send it to Peter.

I have now uploaded the original PDF confirming my card ownership, along with a screenshot

Dear Crowman,

We’re pleased to inform you that your account is now verified and that two withdrawals of 500 EUR each have been completed while the last pending withdrawal is currently processing.

Moreover, we would like to assure you that we will notify you promptly once it is done.

We truly appreciate your cooperation and patience throughout this process.

Kind regards,

PowerUp Casino Team

Thank you very much for the positive update PowerUp Casino representative.

Dear Crowman, We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Thank you. As soon as I receive anything I will let you know. Also I have just seen that on my account it says two withdrawals were completed but I did not receive them .

Dear Crowman,

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.

Dear Crowman,

I hope this message finds you well.

We are pleased to inform you that your withdrawal request has been successfully completed.

We wish you all the best on your future activities.

Kind Regards,

PowerUp Casino Team

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.