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Dear Notthe1,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.  

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• Do you posses a screenshot of the balance you have lost, please? If so, could you please share it here in the thread?  
• Did you accumulate your winnings with or without an active bonus?  

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

Best regards,  

Katarina

Hello Katarina,

Thank you for your response.

Here are the details you requested:

• Games played: I was primarily playing slots.

• Screenshot of balance: Yes, I have a screenshot showing my balance before it disappeared. I can upload it here.

• Bonus situation: My winnings were accumulated without an active bonus.

My deposits were later refunded without explanation, my account was reset to $0, and I was asked once again to verify my address even though I had already submitted all required documents, including a power bill.

Please let me know if you need anything further. I’d like this issue resolved as soon as possible.

Thank you,

Notthe1

Dear Notthe1,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots. Kindly include the once from this thread, since some of them have arrived blurry and unreadable.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Hello Katrina I just uploaded alot of attachments from beginning to now. Can you kindly check and let me know if you need anything further?

I also found they partially refunded my deposits after they verified everything then refused to pay my winnings which weren't won on bonus. I am exhausted of being taken advantage of especially having medical issues.

Hello so its Christmas, happy holidays, any updates?

Dear Notthe1,

thank you for your emails and patience during this busy Holiday season.

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, Michal (michal.k@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,

Katarina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Thank you so much Katarina, I appreciate you and the team for your hard work especially over the holidays.

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Ok I figured i would be resolved by now. As alot of people after my complaint have been resolved. Thank you for your time and patience and understanding, I will continue to wait.

If they closed my account because they are covering up stealing my money how are they repaying me by the same email I had on file which is the same email I registered on here. Its been awhile.... and I wish they would pay me immediately what i am owed 😔 as its way overdue.

Hello Notthe1,

I'm Michal, and I have taken over your complaint. I have reviewed your case and will be reaching out to the casino to gain further clarification and determine whether I can assist in resolving this matter.

We would like to invite PowerPlay Casino to join the conversation.

Dear PowerPlay Casino,

Could you please clarify the basis on which the player’s winnings were not paid out and were instead withheld?

If there are any details or circumstances relevant to this matter that cannot be disclosed publicly, please feel free to share them with me directly at michal.k@casino.guru

Hello Michal,

Thank you for taking over my complaint.

To be clear, my winnings were earned using my own deposited funds, with no bonus applied, and my account was fully verified before withdrawal. There is no valid basis for withholding these funds.

I welcome PowerPlay Casino joining the discussion and expect clarification that leads to the immediate release and payment of my winnings.

Please advise on next steps to resolve this without further delay.

Regards,

Chasity K

C*****21@gmail.com

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.

I confirm that this matter remains unresolved.

I successfully completed the casino’s verification process. Subsequent to verification, PowerPlay Casino unilaterally closed my account and confiscated my winnings without providing a clear, specific, or substantiated explanation.

To date, PowerPlay Casino has failed to:

• Identify the precise clause(s) of the Terms and Conditions allegedly breached;

• Provide factual evidence supporting any alleged violation; or

• Demonstrate how the confiscation of winnings complies with principles of fairness and good faith.

I formally request:

A written explanation citing the exact contractual provisions relied upon; and

Release and payment of my confiscated winnings, or verifiable documentation legally justifying their forfeiture.

I have acted in full cooperation and good faith throughout this process. Absent a substantive response, I respectfully request Casino Guru to assess this complaint based on the lack of transparency and failure to justify the confiscation of funds.

Dear Notthe1,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint 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 iGaming Ontario (iGO) Gaming Authority (Player Support | iGaming Ontario) and submit a complaint to them. The Gaming Authority might have more options and tools to help players.

Please let me know if and how they responded at michal.k@casino.guru if you try this option.

I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru