Powbet Casino - Player is struggling with delayed Apple Pay withdrawal.

I have requested a withdrawal 24 days ago, they initially accepted my documents okay but then asked for them again every day. They don't seem to want to give me my money, despite the fact I deposited with Apple Pay. They are asking for a card with my Apple Pay number which doesn't exist - it's a unique number from Apple for payments. Thievery at its worst. They have NEVER sent me an email, although I have submitted proof from Apple and the deposit I made to them. Now, they are not even letting me access their chat.

Dear Constantinos03, 

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. 

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format? 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply. 

Best regards, 

Veronika

Dear Constantinos03,

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.

Account verified awaiting withdrawals

Thank you for your reply. Can you please specify when exactly your verification was approved? Also, could you please specify what the status of your withdrawal request is? Is it pending or approved? You may post the screenshot of your casino transaction history here.

6 days later the first withdrawal came in, the second still didn't come in 7 days!! My account was verified once on 24/9 then I sent them again I wrote 4 more times each except the ID finally the verification was done one month and 3 days after sending all the documents!

Thank you for your response. Have you received your second withdrawal yet? Please let me know.

Dear Constantinos03,

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.

The withdrawal has been done in my name, they just won't accept me to put money again and I closed the company

Do I understand correctly that you received your winnings?

Has the casino closed your account? Has there been any balance left in your account?

Please let me know.

No, there is no account left, it just closed

Thank you for your response. Please keep in mind that the casino may close a player's account at any time without any explanation, as long as they pay the player's rightful winnings. Since all your winnings were paid out and your account subsequently closed, we consider your complaint resolved.

Thank you for your cooperation, and please do not 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,

Veronika

Casino.Guru