Powbet Casino - Player in verification loop with delay in payout.

I'm waiting for my 360 Euro withdrawal since 6th November 2023. I sucessfully verified my account in the past and was able to make a few withdrawals before but now they won't withdraw the rest of my winnings.

The casino told me that I need to verify my Powbet account and also should upload a transaction history from my bank statement. I did that but apparently this wasn't accepted, probably because I censored private information. 

I therefor asked Powbet why my bank statement was not accepted because I believe it is my right to censor specific private information since it's none of Powbets business to know where I worked in the specific time frame or what my health insurance provider is or where I shopped. This is private information and shouldn't be relevant for Powbet. Especially because apparently they need this info to verify where my money came from, however I "just" deposited 100 Euros in the past and they verified and cashed out some of my winnings even without this information. That doesn't make sense to me...

I'm also wondering how they process this personal bank statement data. Does Powbet comply with the German "DSGVO" regulation to make sure my data is not misused?

After a while I received an answer by their support team stating that "[they] have forwarded the documentation request to the relevant department they will get back to [me] on email with reason as to why the document is not approved."

Almost 2 weeks have passed (in which my newly uploaded [partly censored] bank statement was rejected again) but I haven't received any reasoning from the relevant Powbet department!

Dear Samuelm,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Do I understand correctly that verifying your payment method seems to be the only obstacle standing between you and your winnings?

Kindly note that any personal documents submitted for KYC should not be edited or incomplete.

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hello Petronela,

Thanks for your reply.

I am aware that the casino needs to verify my identity. However I don't feel good about sharing every transaction from one whole month (!) which they request since it also shows really personal information which have nothing to do with verifying my identity. No other casino asked me to share a bank statement for 1 month without blackend personal information before (and I verified my account at dozens of casinos).

In addition to that they don't respond to my support email - I asked why they need an uncensored bank statement for 1 month from me when the PDF I uploaded should be fine as well.

Really confusing is also (like I mentioned before) that my account was fully verified before and now OUT OF THE BLUE they want a bank statement for a 1 month period.

I hope this answers your question. Thanks for your efforts.

I understand your concerns, Samuelm. Nevertheless, to complete your verification, you must submit an uncensored bank statement. This is a standard procedure in most online casinos. Only a select few, classified as anonymous, do not require verification for every player. Unfortunately, this casino does not fall into that category. My suggestion is for you to cooperate fully and provide the unedited bank statement as requested. Please let me know how you wish to proceed.

I uploaded the bank statement they wanted and it got accepted. But now they want a bank statement for the last 3 month. This is ridiculous... How many more bank statements should I upload to verify my account? This is clearly just a way of preventing me from withdrawing my winnings. I have no words for their verification process anymore. Worst experience ever...

Hi Samuelm,

I would advise once more to collaborate fully with the casino for the verification process. Please inform me of your decision on how you plan to proceed with this matter.

Thank you.

I've uploaded the bank statement for the 3 months and now they want a bank statement from 01/09/2023 to 30/09/2023. Never ending story hahaha

I'll keep you updated but don't want to close this complaint untill my account is fully verified again.

Hi Samuelm,

I'm sorry that the verification is still ongoing. Will be waiting patiently for any updates.

Best of luck.

Now they keep rejecting my bank statements again although I only censored my overall bank balance and a few things (like health insurance number) in a couple "notes to payee".

I have the feeling this casino will never verify my account no matter what I do. I'm so sick of it....

Hi Samuelm,

As stated earlier, the casino cannot process your bank statement if any information is obscured. If you are unwilling to submit your unaltered bank statement, we regret to inform you that we cannot assist, and the casino will be unable to verify your account. Kindly forward your unaltered bank statement to the casino, and please keep me updated on any subsequent progress. If you choose not to comply, unfortunately, we may be compelled to reject your complaint.

Thank you for your understanding.

Dear Samuelm,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi, my last upload was just accepted and my account is now verified.

Thanks for your help and advice in this matter 🙂

Thank you, Samuelm, for your reply. Do I understand correctly that your problem has been resolved successfully in the meantime? Do I have your permission to close this complaint as resolved or is there anything else we could try to help you with? Looking forward to hearing from you. 

Yes, my problem has been resolved and you can close the complaint. Thanks again!

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Samuelm, 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