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Good morning, I need some help. I created a powbet account, I made a deposit, I didn't get any bonuses, it was just betting real money, after 4 days playing every day I started to win a high amount with sports betting totally within the laws of the platform and out of nowhere they simply limited my sports betting I contacted support and chat and they told me that they can limit the account without any explanation.

I went to make a withdrawal request, but from what I looked at after making the deposit I wasn't very optimistic that the withdrawal would be made easily. I have 3 pending withdrawals two for 1500.00$ and one for 1000.00$ all payments via pix I put all the right personal and bank information and it is only under verification a withdrawal for 1500.00$ it has been 3 working days and I have not had any answers, I contacted the support and they always tell me with the same message that you have to wait the 3 working days the platform chat is simply ridiculous they do not help at all.

I've asked about KYC (documentation) and I've seen that it's a law for documentation to be verified for possible withdrawals and they always tell me that I don't need to identify the account yet.

I have a very high value on the platform and they don't even pay attention to the platform's consumers, I'm feeling like nothing, this has never happened to me on several platforms I've played on, I ask you to really help me!😨😨

Bom dia preciso de ajuda. Eu criei uma conta powbet fiz um deposito não peguei nenhum bônus, foi apenas apostar em saldo real passando-se 4 dias jogando todos os dias comecei a ganhar um valor alto com apostas esportivas totalmente dentro da leis da plataforma e do nada simplesmente limitaram minha apostas esportivas entrei em contato com suporte e chat e me disseram que eles podem limitar a conta sem explicação alguma.

Fui realizar um pedido de saque, mas pelo oque olhei depois de realizar o depósito não fiquei muito otimista de que o saque seja realizado facilmente. Estou com 3 saques pendente dois de 1500,00$ e um de 1000,00$ todos pagamentos via pix coloquei todas informações pessoais e bancária certas e só fica em sob verificação um saque no valor de 1500 ,00$ já foi 3 dias úteis e não tive nenhuma respostas, entrei em contato ao suporte e sempre me dizem com a mesma mensagem que tem que aguarda os 3 dias úteis o chat da plataforma simplesmente é ridículo não ajudam em nada.

Questionei a questão do KYC (documentação) que vi é lei as documentações serem verificadas para possíveis saques e sempre me falam que ainda não preciso identificar que a conta que está tudo certo.

Estou com um valor muito alto na plataforma e se quer dão atenção para o consumidores da plataforma, estou me sentindo um nada nunca me aconteceu isso em diversas plataformas que já joguei peço que me ajudem de verdade!😨😨

Dear player,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

They haven't asked me for anything yet, I've paid the two withdrawals of 1500, but there's another 1000$ that's been canceled for over a week, I withdrew it and they canceled it again I'm waiting!

Não me pediram nada ainda , foi feito o pagamento dos dois saque de 1500 porém , tem mais um valor de 1000$ que já tem mais de um semana já cancelaram eu saquei e cancelaram dnv fico no aguardo!

Dear player,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Yes, thank you very much, it took about a month to receive all the money, they do pay it out, but it takes longer than usual, I don't recommend it to those who are anxious🤣

Já foi sim muito obrigado, cerca de quase um mês para receber todo dinheiro eles realmente pagam só que demoram mais que o normal , não aconselho a quem é ansioso🤣

Dear player,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Dominika

Casino.Guru