Powbet Casino - Player is experiencing some issues.

Dear oguzhanlok1907,

Thank you very much for submitting your complaint. Unfortunately, I’m not able to assist you with this case based on a few screenshots and I will need definitely more information. Could you please elaborate and describe the issue (in words)?

I will be waiting for your reply patiently.

Best regards,

Kristina

Thank you for your reply, oguzhanlok1907. Could you please advise which games you focused on while your account was still active - slots, live casino, sports betting, etc.?

Do I understand correctly that your account was permanently blocked? Have you received any explanation regarding this issue? If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Hello Kristina,

The site has permanently closed my account. I played slots, live casino and sports bets on the site. Live support only told me that my account was closed and the money would not be sent, that I had to send an e-mail to get detailed information, but even though I sent an e-mail, I did not receive any response. I became a member of the site through you and unfortunately the site defrauded me.

Thank you very much, oguzhanlok1907, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello oguzhanlok1907,

I'm Michal and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

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

Dear Powbet Casino,

Can you please provide more information on why was the player's account closed and the withdrawals were not processed? If the information can't be shared publicly please forward them to me at michal.k@casino.guru 

Dear Michal,

Thank you for reaching out.

Please be informed that we sent you an email to michal.k@casino.guru. Looking forward to your reply.

Best regards,

PowBet.com

Dear Powbet Casino,

Thank you for the provided information and evidence.

Dear oguzhanlok1907,

I was provided with evidence supporting the casino's decision. Unfortunately, after gathering all the necessary information, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions and bonus terms and conditions - multiple accounts linked with personal information, similar email addresses, IPs, and the use of the same payment method. Casinos have a very strict policy regarding multiple account cases that have been used in this way, and the casino has acted according to its terms and conditions as mentioned in clause 9.1 The Website may only be used for personal entertainment purposes only. The following activities are strictly prohibited and will be considered a material breach of these General Terms and Conditions:

<...>

·       engaging in any fraudulent activities, including, without limitation, using any credit/debit cards or other payment methods or funds not belonging to you, cases were funds are recalled/disputed;

<...>

9.4 Should we arrive at a reasonable suspicion that you have engaged in a fraud, any illegal or improper activity, or have otherwise breached the Terms, we reserve the right to take any number of the following action, at our sole and absolute discretion, with or without notice:

<...>

·       permanently close your account with the Website and all other partner websites on our platform and deny any future use of the Website and the partner websites;

·       void any winnings obtained, cancel any pending withdrawals and confiscate the real money balance of your account;

I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Michal

Casino Guru