The player from Spain had made three 500€ withdrawal requests on different days, exceeding the confirmed waiting period, but none of them had appeared on the website. The player was also unable to verify the account. It had been 8 days since the first withdrawal was requested. The player had expressed frustration over the inability to verify his account and lack of response from the casino. We had advised the player to wait for an additional three days to allow the casino two full weeks to process the payment. Surprisingly, the casino had paid out the remaining amount to the player, resolving the issue. We then closed the complaint as 'resolved' in our system.
Powbet Casino - Delayed withdrawals and inability to verify account for the player.
Amount: €1,069
Powbet Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
6 months ago
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6 months ago
Translation
Hello,
I executed 3 withdrawals (as the maximum allowed per day is 500). One on the 26th, another on the 27th, and the last one on the 28th of April (you can find all the confirmation screenshots below). However, the confirmed waiting period for the money to arrive (1-3 days) has already passed. Now, my first withdrawal request doesn't even appear on the website as if it never existed. By the way, I cannot verify my account either because it says "not necessary yet". It has been 8 days since my first withdrawal and the situation stays the same.
I would greatly appreciate if you could urge the company to process the payments.
Thank you very much
Automatic translation:
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6 months ago
Dear alex22fp,
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 the 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, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Petronela
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6 months ago
Translation
Okay but that's what I told you. They won't let me verify it because it says "not necessary." I know that it is a useless tactic where what they are looking for is for us to cancel the withdrawal to continue betting with the winnings but they are not going to play it with me.
So what can I do? If the chat always gives an error. They never answer emails. You are my last option.
Thank you
Automatic translation:
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6 months ago
I fully understand your frustration, alex22fp. However, I will set the timer for additional 3 days allowing to casino two full weeks to process the payment and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.
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6 months ago
Translation
Perfect. Thank you so much. Let's hope everything has a happy ending.
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6 months ago
Hello alex22fp,
Have there been any developments since our last conversation, please?
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6 months ago
Translation
Surprisingly, they just paid me the last thing they had left right now.
So it's already solved. Thank you very much too
Automatic translation:
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6 months ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, alex22fp, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
