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Greetings,

I need help with this mess because on May 25th, 26th and May 31st I made 3 withdrawals of 500.

Today is 10 and I have not yet seen a lira in my current account.

Yesterday, I also received an email stating that my next 2 withdrawals of 500 euros each have been revoked and then returned to the gaming account because their payment system is updating to 450. Can you help me please? Thank you

Salve,

avrei bisogno di aiuto contro questo casino perché in data 25, 26 e rispettivamente il 31 maggio ho effettuato 3 prelievi da 500.

Oggi siamo il 10 ed io non ho ancora visto una lira nel mio conto corrente.

Ieri, mi arriva inoltre una mail dove mi viene specificato che i miei successivi 2 prelievi da 500 euro ciascuno sono stati revocati quindi rimessi nel conto gioco perché il loro sistema di pagamenti si sta aggiornando a 450. Potete aiutarmi per cortesia? Grazie

Dear alinionutdascalu,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise if they were your first withdrawals in this casino? Have you accumulated your winnings with or without an active bonus?

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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawals approved, I truly believe it’s only a matter of time before you’ll receive them.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Good morning,

withdrawals were made without having used the bonuses available on the site. I am still waiting since Saturdays and Sundays are not taken into consideration. However, according to the timing indicated by them via email, theoretically tomorrow (Monday) I should receive the first withdrawal of 500 made on 25/05.

We will see in any case I will update on the situation and thank you for the prompt reply.

Buongiorno,

i prelievi sono stati effettuati senza aver usufruito dei bonus disponibili sul sito. Rimango tutt’ora in attesa dato che il sabato e la domenica non vengono presi in considerazione. Stando però alle tempistiche indicate da loro tramite mail, teoricamente domani(lunedi) dovrei ricevere il primo prelievo di 500 effettuato in data 25/05.

Staremo a vedere in ogni caso aggiornerò sulla situazione e vi ringrazio per la tempestiva risposta.

Hi, I am writing here again because yesterday I received an email with a new cancellation of my withdrawal that I am forwarding to this post. The money of the 25th, 26th and 31st has not yet arrived and I am sincerely losing hope. I have not contacted the site anymore but because I would always receive the same answer. I would like to understand if I will ever receive them and if not how should I behave? Thank you

Salve, scrivo nuovamente qui perché ieri ormai, ho ricevuto una mail con un nuovo annullo di un mio prelievo che inoltro su questo post. I soldi del 25 , 26 e 31 non sono ancora arrivati e ci sto perdendo le speranze sinceramente. Non ho più contattato il sito ma perché riceverei sempre la stessa risposta. Vorrei capire se mai li riceverò e se così non fosse come dovrei comportarmi? Grazie

I write again because they are making fun of me.

I looked at my cc and still 0 revenue from the above withdrawals. So I contacted them again via chat this morning to ask for clarification.

After 21 days from the first withdrawal and all the chats with them and all the cancellations they decide to cancel also the 3 withdrawals of 25,26 and 31 May.

After finishing the chat this morning, I get the following email.

At this point what should I do? Could I ask for the full amount available on the account and then hope, wait for cancellations or postponements?

Waiting thank you

Scrivo nuovamente perché mi stanno prendendo in giro.

Ho guardato il mio cc e ancora 0 entrate dei prelievi sopra indicati. Allora gli ho contattati nuovamente via chat questa mattina per chiedere delucidazioni.

A distanza di 21 giorni dal primo prelievo e tutte le chat con loro e tutti gli annulli decidono di annullarmi anche i 3 prelievi del 25,26 e 31 maggio.

Dopo aver concluso la chat questa mattina, mi arriva la seguente mail.

A questo punto cosa dovrei fare? Potrei chiedere l’intero importo disponibile sul conto e dopo sperare, attendere annulli o posticipi?

Attendendo vi ringrazio

Thank you very much, alinionutdascalu, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future. 

Thank you so much for your attention instead.

so at this point I await an email from Mr. Branislav? Thank you

Grazie mille per la vostra attenzione invece.

quindi a questo punto attendo una mail dal signor Branislav? Grazie

Hello, alinionutdascalu,

I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Powbet Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Powbet Casino Team,

Could you please state the reason why the player's withdrawals have not been processed? Do I understand correctly (from the screenshots provided by the player), that all his original withdrawals were denied and he should request a new withdrawal via bank transfer or a maximum 1 withdrawal of not more than €450 per payment via credit/debit card? Can you please explain the situation in more detail?

Thank you in advance for providing the information.

good morning Branislav,

yes, in fact, all my withdrawals have been denied, I still have all the emails and all the transcriptions made even in chat with them, so if they need to tell me. I repeat, since my first withdrawal on May 25th I have never seen anything in my personal account, but they continued to delude me that the duration of the transaction took place is from 1-3 days, then from 3 to 5 working days, then they apologize because probably there could also be delays due to not knowing what, and then TOTAL REFUSAL.

buongiorno Branislav,

si in effetti tutti i miei prelievi sono stati negati, ho comunque tutte le mail e tutte le trascrizioni effettuate anche in chat con loro, quindi se dovessero servire mi dica pure. Ripeto, dal mio primo prelievo in data 25 maggio non ho mai visto niente nel conto mio personale, ma hanno continuato ad illudermi che la durata di transazione avvenuta è da 1-3 giorni, poi da 3 ai 5 giorni lavorativi, poi si scusano perché probabilmente potrebbero esserci anche dei ritardi dovuti a non si sa cosa, per poi RIFIUTO TOTALE.

You mentioned that the funds were returned to your casino account, so now we do not talk about delayed withdrawal. It looks like currently, you have no pending withdrawal in the casino account.

In the meantime, you could try to withdraw via bank transfer or in instalments of €450 by credit/debit card - but, only one withdrawal. Once it is completed, then you can request another one. I understood it like this from the screenshots you sent us above.

However, I would like to wait for the casino's response.

Dear all,

Thank you for reaching out!

We are glad to inform that the withdrawal request for 500.00 EUR via Bank transfer has been processed from our side today. Please expect the funds in your account in the nearest time.

Regarding the withdrawal amounts - unfortunately, due to limitations on the side of the payment provider, the limit for card withdrawals is 450 EUR per request. For bank withdrawals, limits from our Terms and Conditions apply.

Should you have any other questions, feel free to contact us via chat.

Best regards,

Powbet.com

Mr. Branislav,

I made a withdrawal of 450 and here is the email

Also yesterday I received this email that warns me that in reality they would need an Italian IBAN in order to perform withdrawals and here it is

Also yesterday, I received another email from "Elisabetta" where I was specified to enter data for the withdrawal but they did not tell me with an Italian IBAN

So in the end I do not understand why one user tells me that it is a problem of withdrawal limits and another that the IBAN is not good. I made a withdrawal via Italian IBAN but now we'll see if they give me the money.

Signor Branislav,

io ho eseguito un prelievo da 450 ed ecco la mail arrivata

Inoltre sempre ieri ho ricevuto questa mail che mi avvisa che in realtà per poter eseguire dei prelievi avrebbero bisogno di un IBAN italiano ed eccola qua

Sempre ieri, mi arriva un’altra mail ancora da "Elisabetta" dove mi viene specificato di inserire dei dati per il prelievo ma non mi dicono con IBAN italiano

Allora alla fine non capisco perché un utente mi dice che è un problema di limiti di prelievo ed un altro che l’IBAN non va bene. Ho eseguito un prelievo tramite IBAN italiano ma adesso staremo a vedere se mi daranno i soldi.

Greetings all,

Thank you both sides for the updates and information.

Dear alinionutdascalu,

I think the first email relates to withdrawals made to credit/debit cards. Other emails clarify a withdrawal made via manual bank transfer using your IBAN.

However, good to see progress. At this point, I sincerely believe it should only be a matter of time before the payment comes to you. Then, you will be allowed to continue with another withdrawal request.

I will keep this complaint open until your confirmation regarding successful withdrawal, or an update.

Please let us know as soon as you receive the payment.

Good morning Branislav,

progress at present but minimal. I shoot a screenshot with the current situation. Withdrawals made via ITALIAN IBAN as indicated by them but after 2, 4 and 5 days still have to be processed

Buongiorno Branislav,

attualmente progressi ma minimi. Giro uno screenshot con la situazione attuale. Prelievi effettuati tramite IBAN ITALIANO come indicato da loro ma a distanza di 2 4 e 5 giorni devono ancora essere lavorati

Dear Customer,

Thank you for contacting us!

We are glad to inform you that your withdrawal request for 500.00 EUR + 500.00 EUR + 500.00 EUR has been processed from our side. You can expect the funds to arrive at your account in the nearest time. We appreciate your patience!

Should you have any other questions, feel free to contact us via chat.

Best regards,

Powbet.com

Great news. Thank you both for the updates.

Dear alinionutdascalu,

As my colleague Petronela mentioned above, we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Your withdrawals were requested just recently.

Let's stay positive and patient. I am extending the timer and I will wait for your update. Please, provide the casino with a few more business days to complete the process.

Looking forward to hearing from you soon.

Good morning Branislav,

then I state that I opened the complaint by referring to other withdrawals that have been revoked from me, the last three arrived today, all 1500 together, very strange but they arrived. In any case, I have requested another 250 euro withdrawal today and I hope they will arrive within the indicated time frame. In the meantime I only say this, they have postponed the timing continuously simply to let me play the money on the account, among other things also a nice value, but once the payments are completed I will also make sure of this thing.

Finally, the money arrived and this only thanks to Casinoguru, a huge thank you.

Buongiorno Branislav,

allora premetto che ho aperto il reclamo riferendomi ad altri prelievi che mi sono stati revocati, questi ultimi tre mi sono arrivati oggi, tutti 1500 insieme, molto strano ma sono arrivati. In ogni caso ho fatto richiesta di un altro prelievo da 250 euro oggi e spero arrivino nei tempi indicati. Nel frattempo dico solo questo, hanno posticipato le tempistiche di continuo semplicemente per farmi giocare i soldi presenti sull’account , tra l altro anche un bel valore, ma una volta conclusi i pagamenti mi accerterò anche di questa cosa.

Infine, i soldi sono arrivati e questo solo grazie a Casinoguru, un grazie immenso.

Thank you, alinionutdascalu, for confirming and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

However, if there are any complications with your current pending withdrawal, feel free to let me know about it at branislav.b@casino.guru or request a reopening of this case.

Thank you too, Powbet Casino, for providing information and for your cooperation.

Best regards,

Branislav, Casino.guru