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I won 700 euros and made two withdrawals last week. My account was disabled for no reason and the winnings were clearly never claimed

Ho vinto 700 euro ed effettuato due prelievi settimana scorsa. Il mio account è stato disabilitato senza motivo e la vincita chiaramente mai riscossa

Dear Giuse12345,

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 I can understand the whole situation completely. Have you made any successful withdrawals before? Could you please advise if you passed the KYC verification before the casino blocked you?

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

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

Best regards,

Kristina

Good evening kristina, and thanks first of all for helping me.

my account was blocked as soon as I submitted all documents. (I was also asked for the photo of the credit card on the front and back, but I have darkened the back for privacy reasons)

I have accumulated the winnings with the bonus deactivated.

I used it, then I deactivated the bonuses and played with the money I deposited (about € 300)

I had just signed up, so I had never been asked for the documents. These were the first withdrawals made. As soon as support asked me to proceed with the verification of the documents, I forwarded them, and after that my account was blocked.

I took pictures. I can send them to you so you can understand even better if need be.

Buonasera kristina , e grazie innanzitutto per essermi di aiuto.

il mio account è stato bloccato non appena ho inviato tutti i documenti. ( mi è stata richiesta inoltre la foto della carta di credito fronte e retro, ma il retro l’ho oscurato per motivi di privacy)

ho accumulato le vincite col bonus disattivato.

l ho utilizzato, dopodiché ho disattivato i bonus e ho giocato con i soldi depositi( circa 300€ )

mi ero appena iscritto , quindi i documenti non mi erano mai stati chiesti. Erano i primi prelievi effettuati. Non appena l’assistenza mi ha chiesto di procedere con le verifiche dei documenti, li ho inoltrati, e dopodiché il mio account è stato bloccato.

ho fatto delle foto . Posso mandartele così puoi capire ancora meglio , se necessario.

This is the photo of the two withdrawals.

Questa è la foto dei due prelievi .

this is qurllo

which happened, after I sent the documents.

I also told them that if they didn't pay me my winnings, I would take legal action, as I discovered thanks to you, that they are not new to these situations.

thanks in the meantime

questo è qurllo

che è successo, dopo che ho inviato i documenti.

ho detto anche loro che se non mi avessero pagato le vincite , mi sarei attivato per vie legali, dato che ho scoperto grazie a voi, che non sono nuovi a queste situazioni.

grazie intanto

Thank you very much for your reply, Giuse12345. Before proceeding with this complaint, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Ok, forwarding to kristina.s@casino.guru

Ok, inoltro a kristina.s@casino.guru

To date still no news. Only continuous checks on documents, invited several times

Ad oggi ancora nessuna novità. Solo continue verifiche sui documenti, invitati più volte

Also I am reading on so many sites that review the casino that various players have all been scammed in the same way as me.

first they make you deposit and then under the guise of documentation, you will be told that the documents are invalid and your winnings will be withheld.

I am turning to casino guru, but here too the waiting times are very long. I believe I will never see my withdrawals.

DON'T BE SCAMED

Inoltre sto leggendo su tanti siti che recensiscono il casino, che svariati giocatori sono stati tutti truffati nel mio stesso modo.

prima ti fanno depositare e poi con la scusa della documentazione, ti verrà detto che i documenti non sono validi e le tue vincite verranno trattenute.

mi sto rivolgendo a casino guru, ma anche qui i tempi di attesa sono molto lunghi. Credo che non vedrò mai i miei prelievi.

NON FATEVI TRUFFARE

Even today still nothing. Yesterday I received an email confirming receipt of the documents and today this new answer

you tell me what to do ... because I feel fooled more than ever.

I am also waiting for answers from casino gurus.

Anche oggi ancora niente. Ieri mi è arrivata una mail di conferma di avvenuta ricezione dei documenti e oggi invece questa nuova risposta

ditemi voi cosa devo fare … perché mi sento preso in giro più che mai.

attendo risposte anche da casino guru.

Thank you very much Giuse12345 for your reply. I will now transfer your complaint to my colleague Tomas (tomas@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Giuse12345,

I will assist you with the complaint from now on. I went over the details of the case and I will do my best to help you.

Please note that sometimes, if the quality of the documents provided is not sufficient, but also for other reasons, casinos may ask you to submit documents that you submitted previously. Nevertheless, I believe we'll need to contact the casino in order to learn more.

Powbet Casino,

Could you explain what is the status of the verification of Giuse12345's account? Are the documents he submitted in order? Which documents do you require to complete the player's verification?

My documents have been sent for the umpteenth time

I miei documenti sono stati inviati per l’ennesima volta

Good day,

Thank you for reaching out.

The customer expressed his desire to use a bank account for the withdrawal of the winnings. Therefore we are reaching out to him to request all the necessary data for the bank transfer. The winnings will be paid out once the details are received.

The customer's account did not pass the verification and will remain permanently closed in accordance with the point 5.3 of the Terms and Conditions. 

Please feel free to contact us if you have any questions.

Sincerely,

Powbet 

Data sent, for the umpteenth time.

I hope that this time the winnings will be paid, without further delay.

Dati inviati, per l ennesima volta.

mi auguro che sta volta le vincite vengano pagate , senza ulteriori rimandi.

Today, after three days, and continuous requests via e-mail, still not even the shadow of the withdrawal.

only "we are processing the request by the competent department".

What can I do ?

Oggi, dopo tre giorni, e continue richieste via mail , ancora neanche l ‘ombra del prelievo.

solo " stiamo elaborando la richiesta dal dipartimento competente ".

Cosa posso fare ?

Hello all,

thanks for the update to both parties.

Powbet Casino,

Could you give us an update on the verification of Giuse12345's account?

Finally, after so many complaints and writing to him every day, I have received the payment. However, it remains a nightmare experience.

Finalmente, dopo tanti reclami e scrivendogli ogni giorno , ho ricevuto il pagamento. Resta comunque un’esperienza da incubo.

Good day,

Thank you for your patience. The payment was processed.

Please feel free to contact us if you have any questions.

Sincerely,

Powbet

Great news, Giuse12345, and a sigh of relief. I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other online casino in the future. We are here to help.