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Hello, good afternoon.

My name is Alba. I have a verification problem with PowBet Casino. I have been dealing with this since April, and we are almost in August now. Initially, my identity document, selfie photo, etc., were verified quickly. But once I got to the bank account verification stage, it has been nothing but problems.

They request a PDF with all the transactions from my account. Incoming and outgoing transactions from April, with my details as the account holder, etc. I have done this countless times, but none of them, absolutely none, are accepted as valid. I try reaching out to the help chat and even send several emails explaining my case. The chat doesn't help, and the emails are ignored, except for one reply saying the PDF must be original, which I already knew. They always tell me it is not an original PDF... always problems. But it really is.

I have been trying to withdraw 286 euros since April. I feel ignored, humiliated, and ashamed of how they are making fun of me. Now I have tried to verify again and it takes forever. But as always, they will end up refusing.

On the other hand, I've read that after verifying the account, they ask for a MongPlay or something similar account. I don't have that kind of account, and I'm already fearing that will be my next problem.

I beg for help; that money is mine, and I've been trying for 4 months just to verify the account.

Thank you very much for your attention and your time. Best regards.

Hola, buenas tardes.

Mi nombre es Alba. Tengo un problema de verificación con el casino powbet. Llevo desde abril con esto y estamos casi en agosto. Al principio me verificaron rápidamente el documento de identidad, foto selfie, etc. Pero una vez llegué a la verificacion de la cuenta bancaria, son todo problemas.

Me piden un pdf con todas las transacciones de mi cuenta. Entrantes y salientes del mes de abril, con mis datos como titular, etc. Lo realizo infinitas veces y ninguna, pero absolutamente ninguna es válida. Me dispongo a hablar con el chat de ayuda e incluso mando varios emails, exponiendo mi caso. En el chat no me ayudan y los emails son ignorados, solo me responden a uno, diciendo que debe de tener el pdf, cuando eso ya lo sabía. Todo el tiempo me dicen que es un pdf no original...todo problemas. Cuando si lo es.

Llevo desde abril intentando sacar 286 euros. Me siento ignorada, humillada y me da vergüenza de la forma que se ríen de mi persona. Ahora he vuelto a intentar verificar y tarda muchísimo. Pero como siempre, acabarán negándose.

Por otra parte he leído que después de verificar la cuenta, piden una cuenta de mongplay o algo así. Yo no tengo ese tipo de cuenta y ya estoy temiendo que ese será mi proximo problema.

Ruego ayuda, ese dinero es mío y llevo 4 meses para poder simplemente verificar la cuenta.

Muchas gracias por su atención y su tiempo. Un saludo.

Dear albarodriguez1306,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process and this seems a little excessive.

• Do I understand correctly that the casino approved all documents except for the bank statement?
• Have you provided the bank statement in the correct format?

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

Best regards,

Kristina

Hello.

I have provided the pdf as requested.

At first they told me that the pdf was modified and was not the original. Something I didn't understand, when I downloaded it directly from the bank app.

Then I realized that to save the pdf I had to open an app that could read the file and then save it. So I thought that's where I could be inadvertently modifying.

Then I was able to send the statement directly to my email. Without saving it through apps. But by surprise, they denied me again. Saying that it is modified or that he does not have good vision.

The pdf is seen by a legal lawyer. He told me that it is totally legal, that it has the digital signature and the PDF is all correct. But they insist that it's not even okay.

I even sent the pdf by email, as e told me

Yesterday I tried to talk to support again and they washed their hands as best they could with my case. I have screenshots of the conversation and of denying verification again.

It's exasperating.

I appreciate your help. All the best

Hola.

He proporcionado el pdf tal y conforme me piden.

Al principio me decían que el pdf estaba modificado y no era el original. Cosa que no entendía, cuando lo descargaba directamente de la app del banco.

Entonces me di cuenta que para guardar el pdf tenía que abrir alguna app que pudiese leer el archivo y de ahí guardarlo. Entonces pensé que ahí es donde podía estar modificando sin querer.

Entonces pude mandarme el extracto directamente al email. Sin guardarlo a través de apps. Pero por sorpresa, otra vez me lo deniegan. Diciendo que esta modificado o que no tiene una buena visión.

El pdf está visto por un letrado legal. Me ha dicho que es totalmente legal, que tiene la firma digital y todo correctamente el pdf. Pero ellos insisten en que ni esta bien.

Incluso envié el pdf por email, como me dijo e

Ayer volví a intentar hablar con soporte y se lavan las manos como pueden con mi caso. Tengo capturas de la conversación y de negarme la verificacion de nuevo.

Es desesperante.

Agradezco su ayuda. Un saludo

Thank you very much, albarodriguez1306, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) 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.  

Thank you very much for your time and attention

Muchas gracias por tu tiempo y atención

Hi albarodriguez1306,

I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Powbet Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what is requested from the player at the moment? Why the provided bank statement was rejected?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Dear Customer,

We would kindly request you to provide us an original bank statement in PDF format for April, downloaded from your banking app or online bank account, showing your name, account number and deposits to the casino.

Thank you in advance.

Have a lovely day.

Kind Regards,

PowBet Team

Hello Powbet casino, I have already done this repeatedly. The pdfs sent are original. Where it puts absolutely all the required data and you always cause problems. It is always downloaded automatically from the app. But you always give me problems saying that it is not the original and when there are no more excuses, you say that it does not have enough visibility. When even a lawyer has seen it and told me that it is correct, legal and they have all the information you require.

I have also sent it by email, the original pdf with all the data and my powbet account. So that there are no doubts about who I am. But neither, you demand that I do it through the powbet app. Where you never verify it for me.

I talk to the chat and they tell me that if it doesn't work to do it by email. Always like this, from one side to the other but you don't solve anything for me. I've been doing this since April. You should be ashamed.

All the best

Hola casino Powbet, ya lo he hecho repetidas veces. Son originales los pdf enviados. Donde pone absolutamente todos los datos requeridos y siempre ponéis problemas. Siempre es descargado automáticamente de la app. Pero siempre me ponéis problemas diciendo que no es el original y cuando ya no hay más excusas, decís que no tiene suficiente visibilidad. Cuando lo ha visto hasta un letrado y me ha dicho que es correcto,legal y tienen todos los datos que requerís.

También lo he enviado por correo electrónico, el pdf original con todos los datos y mi cuenta powbet. Para que no hayan dudas de quien soy. Pero tampoco, me exigís que lo haga por la app de powbet. Donde jamás me la verificais.

Hablo con el chat y me dicen que si no funciona que lo haga por correo electrónico. Así siempre, de un lado a otro pero no me solucionáis nada. Llevo desde abril con esto. Debería daros vergüenza.

Un saludo

Thank you for the response, Powbet Casino.

Dear albarodriguez1306, can you please send me the document you sent to the casino to my email natalia.b@casino.guru so that I can check what the issue may be and why it is not accepted?

Hello! Of course, thanks!

Hola! Por supuesto, gracias!

Hello again.

Finally I sent the pdf again and a bank certificate in pdf as well, proving that that account is mine. There was no more chance of being denied verification. So they decided to send me an email informing me that they are closing my account. This is very embarrassing. I'm really fed up with this topic. I attach the email.

Hola de nuevo.

Finalmente mandé el pdf de nuevo y un certificado bancario en pdf también, demostrando que esa cuenta es mía. Ya no habían más posibilidades de que me negasen la verificación. Entonces han decidido mandarme un correo electrónico donde me informan que me cierran la cuenta. Esto es muy vergonzoso. De verdad que me tiene harta este tema. Adjunto el email.

Dear Powbet Casino, I have received a screen recording from the player, in which she downloads the bank statement from her bank app and opens it. The bank statement looks the same as the one sent several times for verification. Unfortunately, it doesn't contain some of the required information such as the player's name, however, the player also has a reference letter from the bank with her data and bank account number, which is mentioned in the bank statement.

I'd like to ask you to take a look at the screen recording and the bank reference letter and evaluate these additional materials, too.

Please, let me know if you agree to consider them, and where they can be sent.

The casino has decided to close my account permanently. By article 5.3. It says that if it takes more than 30 days to verify, they can close my account whenever they want. But they are the ones who have not verified my account before 30 days. I've been trying since April in every possible way. On the web, in email...everything. But they have never given it to me as correct. Now that they have no choice but to verify my account based on the documents sent... they take advantage of article 5.3. All for the sake of not paying me.

El casino ha decidido cerrarme la cuenta permanentemente. Por el artículo 5.3. Este dice que si se tarda más de 30 días en verificar, pueden cerrarme la cuenta cuando ellos quieran. Pero son ellos los que no me han verificado la cuenta antes de los 30 días. Llevo desde abril intentándolo de todas las maneras posibles. En la web, en email...todo. Pero jamás me lo han dado como correcto. Ahora que no tienen más remedio que verificar me la cuenta por los documentos enviados.... se acogen al artículo 5.3. Todo por tal de no pagarme.

Dear Customer, 

We would like to kindly inform you that were given to you several chances to upload the correct document with detailed instructions every time.

However, you didn't provide the appropriate document we've requested.

We cannot consider information from 2 separate documents. 

You've been providing screenshots which were illegible and cannot be accepted.

 We are pleased to inform you that if you provide an original bank statement of your Caixa bank for the entire month of April in pdf file format ( not screenshots compiled in pdf ) we possibly consider your account re-opening.

Thank you in advance.

Have a lovely day.

Kind Regards,

Customer Service

Dear casino.

These are not screenshots, the statement is like this. I downloaded it that way. There is no other way to get a statement. That is why I sent you the two documents. The statement for April and the certificate that this account is mine.

Since my bank does not provide all the information you need, it is only missing my name. The account number is there, that is why I am sending you the certificate. Because it says my name and account number. This way you can check that it is correct.

But they are not illegible screenshots, since it is a bank statement downloaded directly in PDF from the bank.

As Natalia said, I have sent you a recording where I open the bank, ask for the April pdf and download it. Thus proving that the account is mine. But no, you want something that my bank does not provide exactly as you want.

Even though I have to prove with various documents that the bank account is mine. Because you know very well that it is mine with those documents that I have sent you... since it is a certificate. But no, you don't do it because you don't want to.

Estimado casino.

No son capturas de pantalla, el extracto es así. Se me descarga de esa manera. No hay otra forma de extracto. Por eso os envié los dos documentos. El extracto de abril y el certificado que esa cuenta es mía.

Ya que mi banco no proporciona todos los datos que necesitáis. Realmente solo falta mi nombre. El número de cuenta si está, por eso os mando el certificado. Porque ahí pone mi nombre y número de cuenta. Así comprobais que es correcto.

Pero no son capturas ilegibles, ya que es un extracto bancario descargado directamente en pdf del banco.

Como ha dicho Natalia, le he mandado una grabación donde abro el banco, pido el pdf de abril y lo descargo. Así demostrando que es mía la cuenta. Pero no, vosotros queréis algo que mi banco no proporciona exactamente como ustedes quieren.

Aún demostrando con varios documentos que es mía la cuenta bancaria. Porque sabéis muy bien que es mía con esos documentos que os he enviado... ya que es un certificado. pero no, no lo hacéis porque no queréis.

Dear albarodriguez1306, as I informed you in an email, I've sent your recording to the casino representative. We are currently waiting for them to evaluate it. The responsible team was out of the office this week, therefore there may be delays. Thank you for your patience.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear albarodriguez1306, unfortunately, there have been no updates from the casino representative. I’m afraid there is not much that can be achieved without cooperation from its side. In my opinion, the casino should have taken into consideration all the documentation and video materials you provided, but without any further reaction, I'm forced to close the complaint and mark it as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach.

If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Authority (complaints@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (natalia.b@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Natalia

We’ve reopened this complaint at the request of Powbet Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Powbet Casino, please let me know if you have any updates.

Greetings.

My casino account has been reopened. My account has been verified. So far, everything is fine.

I have requested a withdrawal of the money, but it doesn't happen. Then I have spoken to support. They tell me that after almost a week, they are still checking the finance team. It is supposed to have been in my account in 3 days. But it turns out that they have yet to give permission for it to be deposited.

My account is verified, but the part where the bank account is located has been removed, it doesn't exist. So maybe that's why the finance department won't let the transaction go ahead.

I ask that it be fixed please. Since it took so much work to get here,

Let me get my money out.

I have read cases here where they have withdrawn up to €500 without verification...I don't understand why all this is in my account.

They also complain of problems with retirement.

Please, please ...

Saludos.

Me han reabierto la cuenta del casino. Me han verificado la cuenta. Hasta ahí todo correcto.

He pedido el retiro del dinero, pero no sucede. Entonces he hablado con el soporte. El cual me dicen que después de casi una semana, aun están comprobando el equipo de finanzas. Se supone que en 3 días debería haber estado en mi cuenta. Pero resulta que aún están por dar permiso para que me lo ingresen.

Mi cuenta está verificada, pero La parte donde está la cuenta bancaria, la han quitado, no existe. Entonces quizá por eso los de finanzas no dejen avanzar la operación.

Pido por favor que se arregle. Ya que tanto trabajo ha costado llegar hasta aquí,

Que me dejen sacar mi dinero.

He leído casos aquí que han retirado hasta 500€ sin verificar...no entiendo por qué todo esto en mi cuenta.

También se quejan de problemas en el retiro.

Ruego solución por favor powbet.

Dear albarodriguez1306, that's good to hear your account was finally verified. Could you please specify, if your withdrawal request has a pending status at the moment? Did the finance team ask you to provide any new documents?

Greetings Natalia.

They didn't ask me for anything else. I just tried to log into the account and it opened. I requested the withdrawal and everything was perfect up to that point.

But it turns out that the money has to be in my account within 3 business days at the most. Since more than 3 days passed, I decided to speak to support. Which tells me that the casino's finance department has to prove it first. Something that doesn't seem to happen and maybe it's because in the part where it should say verified bank account, it isn't. As you can see in the image, the identity document, photo and card appear. But it doesn't say anything about the bank account. Which should be there and be verified as such. In order to make the withdrawal correctly. Since I suppose it's the finance department, without that it's difficult for them to approve my withdrawal. I'm attaching the withdrawal date and a screenshot of the verifications. Regards

Saludos Natalia.

No me han pedido absolutamente nada más. Simplemente intenté entrar en la cuenta y se abrió. Solicité el retiro y todo perfecto hasta ahí.

Pero resulta que en 3 días hábiles máximo tiene que estar el dinero en mi cuenta. Como pasaron más de 3 días, decidí hablar al soporte. El cual me dice que primeramente tiene que probarlo el departamento de finanzas del casino. Cosa que parece que no sucede y quizá sea porque en la parte donde debería poner cuenta de bancos verificada, no esta. Como podrás ver en la imagen, sale el documento de identidad, foto y tarjeta. Pero no dice nada de cuenta bancaria. Que debería estar y estar verificada como tal. Para poder efectuar el retiro correctamente. Ya que supongo que el departamento de finanzas, sin eso es difícil que me aprueben el retiro. Adjunto fecha del retiro y captura de pantalla de las verificaciones. Saludos

Thank you for clarification, albarodriguez1306.

I hope that Powbet Casino representative can update us on this matter and specify if any new document should be provided for the withdrawal request to be processed or if it is required just to wait a bit until the finance team approves the request.

Dear Powbet Casino, we're awaiting your response. I'll extend the timer for one more week,I hope we'll hear from you in this timeframe, otherwise the complaint will be closed as unresolved due to no reaction. Thank you.

Dear albarodriguez1306,

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

Kind Regards,

Powbet Team

Dear albarodriguez1306, can you please update us if you have already received the withdrawal?

Dear albarodriguez1306,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.