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I requested a €300 withdrawal on February 2nd and have been waiting a very long time since then. I have sent multiple emails and contacted live support several times. I am always told that the finance department is busy and that it is being processed, but I keep hearing the same responses.

I have been a customer on powbet for a long time and have made several withdrawals before, including higher amounts, without any issues. I don’t understand what is happening now.

It has been 16 days, and I am starting to feel misled and lose my trust. I would like to receive my €300.

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Dear Lakic,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• When exactly did you make the last successful withdrawal, and how many days did it take to be processed?
• Can you confirm that your KYC verification was completed?
• Were your winnings accumulated while a bonus was active, or without an active bonus? If a bonus was active, please specify which one.

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Hi Kristina, thank you for your fast response.

I did not use any bonus. I simply played online slots with a normal deposit and won the amount.

The last time was on November 22, and I also had to wait five days. Only after I contacted them and asked them to speed up the process the withdrawal was completed.

Before that, and also last summer, I received withdrawals of over €4,000 without any issues.

Regarding verification, I was never asked to complete any verification, nor was it required. As I mentioned, I have been a customer for several years, and this is the first time I am experiencing such a delay. Delay orten but after some time and pressure it was fine.

I also do not play there as often anymore, since other providers now process withdrawals much faster and appear to be more reliable

Hey Kristina … any news? Still waiting

Thank you very much for your reply, Lakic. When was the last time you attempted to contact the casino regarding this issue? Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

this is from yesterday

13 February

18 February

Dear Lakic,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Stefan (stefan.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Dear Lakic,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Powbet Casino to join this conversation and assist in addressing the complaint.

Dear Powbet Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Lakic,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Stefan