Powbet Casino - general discussion (page 4)

Yes, it is true that they could have done it earlier, but we are not responsible for the process that the casino has under KYC. So the best thing would be to cooperate with the casino and pass the verification successfully. If you can do that, you should be able to withdraw. I hope you will be of the same opinion and even though it is taking longer, you will go for it. 

I have been waiting for my money from powbet for more than 3 weeks. First, my withdrawal request was rejected without any reason, and now more than a week has already passed since the new one without any response. I have tried to contact support many times and always get the same automatic answers that you have to be patient. It's strange that on the website it says that it takes 1-3 bank days, but it's already been weeks for me! This is unfathomable!

Hello, in this case there is nothing to wait for and I would file a complaint. You can do so here on this link. If you don't know what to expect from the complaint, I also add a guide where you can find out everything essential.

Also, we give the casinos 2 weeks to sort out the whole withdrawal process. 

Anyway, have you verified your casino account yet ? Did you play with the bonus or not ? Apart from being patient, they didn't tell you anything else ? 

I'll wait for the answer.

Yes, I already filed a complaint and played with the bonus, but I'm sure I didn't break the rules and I've also asked support if I shouldn't do the KYC process because my account just says that it's not needed yet. They have only apologized and said that there have been some delays in the discharge and that I should be patient. It's strange that it's already been more than 3 weeks, though.

Yes, that would be strange even for me, because I would not like to hear the same thing over and over again. 

Anyway, I didn't see you submit the complaint, so did you manage to open it or did you do it somewhere else ? 

As for the bonus, did you meet all the conditions ? 🤔

Yes, I fulfilled the conditions and checked again that everything is fine. Just yesterday, my withdrawal request was returned to the game account and without any explanation. I've been waiting for almost a month now and I'm trying to contact their support by email again and I haven't heard anything yet. I have 500e in that account, which seems absolutely impossible to get. It has been completely incomprehensible, it would be so nice if someone could help.

I tried to recommend and help you in your situation and in the post above I left you a link where you can file a complaint on our website and our team will try to help you. Are you able to file it or do you need some help with that as well ? I also posted a guide that might help you. 

So let me know.

Hello, I have been trying to withdraw my money from Powbet for more than 5 days and it won't let me, when I go to withdraw they tell me that I have to make my first deposit, when I have literally already made 3, I contact support so they can do it for me. solve it and they tell me that they are going to do the manual withdrawal, telling me that they are going to send me an email to ask me for the details and they never send me anything, when they were supposed to solve the problem, the system automatically logged me out, so I lost communication with support, now they don't even allow me to talk to the casino's online support, I have 1900 dollars stuck in the casino that I can't withdraw, I'm sure this casino is a scam.

Hmm, we give casinos 14 days to withdraw, so I see you're just getting started. 

But what doesn't seem right to me is that the casino told you, or rather provided you with an alternative how you should make a withdrawal, but in the end they didn't get to you and you can't even write to the chat. 

So if the casino doesn't get back to you, doesn't reply to your emails or help you in any way, I would probably recommend filing a complaint here on this link. 

Our team will try to help you but as I said, 14 days will be important, but if the casino doesn't try to assist then it doesn't seem fair to me. 

Will you go ahead and file it ? 

hello good! I'm the same, I've been trying to withdraw my money for 5 days now and it won't let me open the live chat, the emails they send you are always the same and they don't even answer anymore and reading here they say yes verification and it tells you that you don't need it too They say it will be updated in your account and nothing is updated. It's a scam, I hope people don't play at that casino anymore. And see if they pay me my withdrawal as soon as possible so I don't bet there anymore.

Hey, I understand your frustration, but we give casinos 14 days to sort out their withdrawals, as Petronela mentioned in your complaint. 

However, did the casino tell you any relevant reason why your withdrawal is missing ? It's certainly not normal for the casino to ignore you and I would be angry too if I wanted to know what's happening with my money. 

I see that the casino has told you that they don't need verification yet, so unless they ask you to, you won't have to upload the documents.

The important thing now is to wait and be patient and see how it goes from there. If nothing changes our team will try to help you. 

Hello, good afternoon.

My name is Alba. I have a verification problem with powbet casino. I've been doing this since April and we're almost in August. At first they quickly verified my ID, selfie photo, etc. But once I get to the bank account verification, it's all problems.

They ask me for a pdf with all the transactions in my account. Incoming and outgoing for the month of April, with my information as the owner, etc. I do it infinite times and none, but absolutely none of them are valid. I get ready to talk to the help chat and even send several emails, explaining my case. They don't help me in the chat and the emails are ignored, they only respond to one, saying that they must have the pdf, when I already knew that. They tell me all the time that it is a non-original pdf...all problems. When it is.

I have been trying to get 286 euros since April. I feel ignored, humiliated and I am ashamed of the way they laugh at me. Now I have tried to verify again and it takes forever. But as always, they will end up refusing.

On the other hand, I have read that after verifying the account, they ask for a mongplay account or something like that. I don't have that type of account and I'm already fearing that this will be my next problem.

I beg for help, that money is mine and it has taken me 4 months to simply verify the account.

Thank you very much for your attention and your time. All the best.

Hello, I'm sorry to hear about the problem in the casino. Verification is important but it shouldn't take 4 months, that's too long, so you could have contacted us sooner. 

I would recommend you to file a complaint on this link right at the beginning and our team will try to help you and investigate the whole situation. 

However, do you know what the problem with your bank statement seems to be ? I would say that the casino will try to explain to you what else it should contain if you say that you sent everything as requested. But I can see that the casino is not responding to you. 

I would definitely go ahead and open a complaint and see what can be done. 

Are you in? 

Hello.

I have provided the pdf as requested.

At first they told me that the pdf was modified and was not the original. Something I didn't understand, when I downloaded it directly from the bank app.

Then I realized that to save the pdf I had to open an app that could read the file and then save it. So I thought that's where I could be inadvertently modifying.

Then I was able to send the statement directly to my email. Without saving it through apps. But by surprise, they denied me again. Saying that it is modified or that he does not have good vision.

The pdf is seen by a legal lawyer. He told me that it is totally legal, that it has the digital signature and the pdf is all correct. But they insist that it is not right.

Even in support, they told me to send the pdf by email. But they responded to me at the time, that that is not the right place. Everything is problems.

Yesterday I tried to talk to support again and they washed their hands as best they could with my case. I have screenshots of the conversation where they say that his shift is over and he leaves me with his partner. Your partner "makes a complaint" and ends the chat. I also have screenshots of denying verification again.

I did not contact you before because I did not know this page. I found it by miracle.

I appreciate your help. All the best

I understand your situation. I probably wouldn't feel completely comfortable in this case either because I know that sometimes verification can be difficult. However, if you send them the bank statement in pdf form and everything is clearly visible I don't know what other problem there could be. I was thinking that not everything the casino asks for is there, but you don't mention that, so it's probably not an issue. So I'll let our team try to help you and hopefully it will work out and you will be able to verify and get the money out. 

If you move forward and happen to be able to verify, feel free to update me. 

Hello.

I don't understand this part "I was thinking that not everything the casino asks for is there, but you don't mention it, so it's probably not a problem." Could you explain to me what you mean please. ? Will it be with the other verifications of identity documents, etc.? If so, there was also a problem. But in the end they considered it valid. Thank you

I meant that players who have a problem with verification often mention that not everything on the statement is what the casino asks for. I mean, somewhere they want name, address, IBAN and I don't know what else visible, but I know that in some countries players don't have these things on their bank documents. So that was what I meant. 

So, based on what you say, did you finally verify the document ? 

No, they continue to consider him invalid.

Is it still the same reason or did the casino say something else ? I'm sorry that you have such a problem and can't verify the document. Therefore it was a good step that you filed a complaint and I hope our team will help you, unless a miracle happens and the casino finally approves what you sent them. 

However, did you send them the document again or did you not even try anymore ? 😥

Hello. They always make either the same excuse or a new one. But even though it is the original document, etc., they continue to give me the same excuse. They no longer even change the comment about why they don't accept it.