PowerPlay Casino - Pelaajan kotiutus on viivästynyt.

Never received withdrawal that the casino claims is sent with litecoin. I just want to receive my winnings to my actual address not whatever they’ve done they claimed to have sent it, but it never reached my wallet.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with PowerPlay Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you successfully withdrawn winnings from the casino in the past?
• Which information have you submitted in order for the casino to process a payout?
• Is the information about the payout accessible to you? What information is available to you?
• Have you used the same payment method for deposits and withdrawals?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Have you successfully withdrawn winnings from the casino in the past?

Yes

Which information have you submitted in order for the casino to process a payout?

KYC (proof of identity, proof of address, bank statement)

Is the information about the payout accessible to you?

Some details have been presented to me

What information is available to you?

I have received emails from the casino upon requesting them with their version of events. I can no longer view it on the website as my account has been blocked on their decision.

Have you used the same payment method for deposits and withdrawals?

I normally always use interact e-transfers for both depositing and withdrawing, however the withdraw in question is in crypto.

Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I have posted some screenshots in this thread and forwarded the emails to you. There are a few more emails that Are similar to the ones that I’ve provided you just let me know if you want me to provide every single time we were in contact. I’ve provided you with the most relevant ones now.

Please note that I no longer have access to my account because they blocked me. I was just trying to figure out how to receive my withdrawal and was frustrated because of the poor communication on the casinos part, I was just trying to help provide what I could to get my funds however, they must have taken issue to something because my account was blocked without my request.

I am ready to provide any more information that I have on your request. I look forward to hearing back from you soon. Bye for now.

Thanks for your reply.

Did you deposit using a Litecoin address, which was subsequently used to process a withdrawal of your winnings?

Has the casino explained why your account was blocked?

Did you deposit using a Litecoin address, which was subsequently used to process a withdrawal of your winnings?

Powerplay is claiming that they sent litecoin to my address and provide me a transaction to a random wallet that they say is mine..

Please note - before my account was blocked on the withdrawal page there were only two available options (credit card, Interac) - so there is no way I could have accidentally chose the wrong method, I always withdraw in Interac.

Has the casino explained why your account was blocked?

I have not been given an explanation as to why my account is blocked. I think it is because I contacted them several times so that I could receive my winnings.

I am always available to answer any questions or provide you information if I have it, thank you

hey guru I want to hear update to my money

Hey guru , I’m still waiting for my withdrawal for a $3000

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.

Ok thank you is it possible for me to get somewhat of an update because I don’t really know what step we are on to recovering my winnings and it is really important to me that i receive them. I kindly request, can we try to get this done quickly? I am ready to respond any time if needed.

Hello Welboy,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and before I reach out to the casino representative, can you please confirm from which Crypto wallet or address you have made the "verification" deposit, because the casino team quite clearly informed you of this:

So the transaction to the crypto wallet you have presented to the casino team was indeed processed from the casino's side, and it is also confirmed on the blockchain.

Reviewing the correctness of the Crypto Wallets / addresses is essential at this stage.

Hello thank you for taking my case

They do indeed claim that is the address from which I made a verification deposit from? However that does not even match any of my addresses , I checked countless times. So if you’d please contact them on my behalf, that would be great.

Dear Welboy,

To move forward, I require your confirmation of the specific crypto wallet or address you used for the verification deposit.

This is essential for my investigation. Currently, with the details I have, I cannot identify any error or misconduct by the casino.

Providing accurate information, including the accurate crypto wallet or address, is the sole responsibility of the player.

Please provide this information to me at your earliest convenience.

I’m not familiar with the address that they are talking about is the thing. I don’t understand how it even makes sense that would be my address that I made a verification deposit with.if you look At the wallet address that they sent the $3000 to you can see that it only has two transactions one being the $3000 going in and the other the $3000 Being sent out neither of which I have the slightest idea about. If that was the wallet that I made a verification deposit with then where is the transaction with the deposit that’s what I’m trying to say is they must have gotten mixed up with where they sent it because as I said that’s not even my wallet. Assure you, I am not trying to leave any details out and if you have any questions from me, I am ready provide you with any information that I have.

Dear Welboy,

I am concerned that I cannot assist you effectively if you continue to avoid directly answering my questions. Please remember that you reached out to us for help, not the other way around, so your full cooperation in resolving YOUR complaint is essential.

If I do not receive your confirmation — along with any supporting evidence, such as a transaction hash — identifying the crypto wallet (preferably one registered in your name) that was used to make the deposit to the casino, I’m afraid I will be unable to provide any further assistance.

As I have stated, with the information I currently possess, I cannot identify any errors or misconduct on the part of the casino; therefore, I will have no choice but to close your case as Unjustified.

Hello Michal,

Please be assured that I am not intentionally avoiding your questions and I understand that to provide the best assistance you need to have all available information, so I apologize if my earlier wording came across that way.. basically, what I'm trying to say is that I only transact with interac and sometimes credit card. I don't know anything about that so I request you please contact the casino for anything like that.. before my account was blocked I never even had the option to withdraw with crypto it was just credit card or interac. I appreciate your patience In my case, I am just trying to get my winnings with the limited information I have, thank you for your time so far

Dear Welboy,

Sadly, you once again have NOT answered my question and have NOT provided me with the crypto wallet YOU used to make the deposit to the casino, which significantly limits any possible help from our side. If you (or maybe someone else on your behalf) made the deposit from a crypto wallet that is not yours, and you cannot access these funds, sadly, there is nothing we can do about it. As I mentioned previously, providing accurate information, including the accurate crypto wallet or address, is the sole responsibility of the player.

I will still reach out to the casino for clarification, but please bear in mind that I would be forced to rely on the information from the casino team.

Dear PowerPlay Casino,

Can you please confirm that the player's verification deposit was made from a specific crypto wallet the player chose entirely at their own discretion, and that you have processed the withdrawal from your end to the exact same crypto wallet?

Should there be any factors influencing the situation that cannot be shared publicly, please feel free to share them directly with me at michal.k@casino.guru

Hey guru , I need the address for my crypto please I need the power casino to listen to my email the address please the crypto address thank you

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.

Hey guru I want power play to pay that money because how much of money I lose for the power play casino only I need just the address for the crypto. Can you convince power play Casino to pay that money because how much the money I lost the power play casino can you please convince to pay that the $3000 thank you

After carefully reviewing the player’s case, we confirmed that the withdrawal in question was processed correctly and in accordance with our standard crypto withdrawal procedures.

The player was asked to first make a small crypto deposit to link their wallet before the withdrawal could be approved - a standard security step for all first-time crypto withdrawals. The player successfully made that deposit and then submitted a withdrawal request using the same crypto address. The funds were sent to that address shortly after.

Our records also show that the same crypto wallet address was used by the player for subsequent transactions after this withdrawal.

We have verified that all steps followed were in line with our internal policies and that the withdrawal was completed successfully to the address provided by the player.

A redacted version of the supporting evidence has been provided privately to Casino.Guru for verification purposes. To protect sensitive account details, this information will not be shared publicly.

Thank you for your email, including the information and evidence, PowerPlay Casino Team.

Dear Welboy,

Following the response from the casino team and the information and evidence we have gathered, the withdrawal has been successfully processed to the same crypto wallet that you used for the verification deposit. Additionally, you utilized this same crypto wallet address for any transactions that occurred after this withdrawal. Any further transfers of those or any other funds from your wallet are, of course, your own responsibility.

No misconduct has been identified on the part of the casino.

I hope this clarified the situation. Please inform me if I may proceed to close this case as resolved or if you need assistance with anything further.

Michal,

thank you for your quick reply and with all due respect, I’m sorry, but like I’ve said before I only transact in interac and I really have no idea how that one address would be associated with me. The only reason how I even know the little bit that I do about this crypto stuff is because I’ve been reading nonstop on forums and asking friends so I can try to get an understanding of this.

Honest to God, they must have gotten my withdrawal mixed up with someone else’s or something I can’t say, I just want to receive my winnings that I rightfully won by interac which I always use..

I’m honestly really sorry I can’t answer your question. I’m here to help with whatever I can. I just hope that this casino does the right thing and pays up like they should or else people are gonna see and think twice about choosing to play here! It’s frustrating too because I shouldn’t be the one having to play detective when they screwed up! Like I said in my previous comment, they are clearly lying about the address because look at it. It only has two transactions. How on earth are they honestly claiming that I made a deposit from there and subsequent transactions?? Have they heard of a Blockchain it’s public knowledge that their claim isn’t true

Hello,

I cannot check any addresses because powerplay blocked my account once I began asking questions about my missing withdrawal (another suspicious detail) so I request please if you need that to further your investigation to ask powerplay because they should have all of that, right? I would see if I could find that if my account were still open or if they reopen it..

Dear Welboy,

I have received the key information and evidence from the casino team, and our inquiry into this matter is now complete. The information and evidence confirm that the disputed crypto wallet/address was inserted into a withdrawal request from your account. This is an action that can only be performed by the individual with access to the account. This crypto wallet/address has indeed been utilized for other transactions; however, those transactions were unsuccessful and, as a result, do not appear in the blockchain explorer. Only confirmed transactions are displayed there, and the withdrawal request is also confirmed in that context.

As you were unable to provide any evidence to the contrary, and as the account holder, you are solely responsible for all actions performed under your credentials, including the insertion of withdrawal addresses; it is understood that this action was initiated by you. No misconduct has been found on the part of the casino, and your case will now be closed as Unjustified.

You are free to disagree with this outcome and can escalate your case to the appropriate authorities if you still feel justified in your stance, but we are not able to provide you any assistance with this matter.

If you encounter any further issues with this or any other casino in the future, please feel free to reach out to us, and we will try our best to help.

Best regards,

Michal

Casino Guru