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Good day,

I am reporting a problem with my withdrawal at PowerUp Casino.

On October 23, 2025, I submitted a withdrawal request for €88, and the casino informed me that the process would take a maximum of 3 business days. However, 10 days have passed and I still haven't received my money.

I have contacted casino support (agent Reggie) several times, who only tells me that my withdrawal is "in queue" and that it was marked as "priority", but they do not give me a specific date or transparent information about the actual status of the withdrawal.

This delay exceeds the time stipulated in its own terms, which I consider an unjustified withholding of funds.

I kindly request your intervention to ensure that the casino complies with the established deadlines and releases my payment as soon as possible.

I have attached screenshots of my conversations with support as evidence.

Buen día,

Estoy reportando un problema con mi retiro en PowerUp Casino.

El día 23 de octubre de 2025 realicé una solicitud de retiro por un monto de 88 EUR, y el casino me informó que el proceso tardaría 3 días hábiles como máximo. Sin embargo, ya han pasado 10 días y aún no he recibido mi dinero.

Me he comunicado varias veces con el soporte del casino (agente Reggie), quien solo me menciona que mi retiro está "en cola" y que fue marcado como "prioritario", pero no me brindan una fecha concreta ni información transparente sobre el estado real del retiro.

Este retraso excede el tiempo estipulado en sus propios términos, lo cual considero una retención injustificada de fondos.

Solicito amablemente su intervención para que el casino cumpla con los plazos establecidos y libere mi pago lo antes posible.

Adjunto capturas de pantalla de mis conversaciones con soporte como evidencia.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Fernando7500,

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

Hello Attila, thank you for your prompt response.

I understand that withdrawal processes can take a few days; however, in my case, more than 10 business days have passed since the initial request, and during this time I have maintained constant communication with the casino's support.

I attach (or clarify) that I have saved all conversations and chat screenshots, which show the following:

1️⃣ The casino acknowledges that my case is still "under review", but does not provide a specific estimated date.

2️⃣ They have repeated the same generic response of "high volume of requests", identical to that reported in other public complaints.

3️⃣ They have been shown to not comply with their own internal protocols of 3 business days for withdrawal review.

Out of respect for Casino Guru's procedure, I will wait the full 14 days before requesting their direct intervention. I will not close the complaint until I receive payment confirmation or a definitive response from the casino.

I greatly appreciate your support and follow-up.

All the best,

L*** / F***********

Hola Attila, gracias por su pronta respuesta.

Efectivamente comprendo que los procesos de retiro pueden demorar algunos días; sin embargo, en mi caso ya se han cumplido más de 10 días hábiles desde la solicitud inicial, y durante este tiempo he mantenido comunicación constante con el soporte del casino.

Adjunto (o aclaro) que he guardado todas las conversaciones y capturas de chat, donde se evidencia lo siguiente:

1️⃣ El casino reconoce que mi caso sigue "en revisión", pero no proporciona una fecha estimada concreta.

2️⃣ Han repetido la misma respuesta genérica de "alto volumen de solicitudes", idéntica a la reportada en otras quejas públicas.

3️⃣ Se ha demostrado que no cumplen sus propios protocolos internos de 3 días hábiles para revisión de retiros.

Por respeto al procedimiento de Casino Guru, esperaré los 14 días completos antes de solicitar su intervención directa. No cerraré la queja hasta recibir la confirmación del pago o una respuesta definitiva por parte del casino.

Agradezco mucho su apoyo y seguimiento.

Un saludo,

L*** / F***********

Dear Fernando7500,

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.

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

Dear Fernando7500,

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,

Attila