The player from Italy won €2500 and noticed an attempted withdrawal that he had not initiated. After informing the casino, his account was temporarily blocked. Despite providing the requested documents, his account was closed without explanation. He sought the recovery of his winnings. We contacted the casino multiple times to expedite the verification process, which took several months due to repeated document requests. Finally, the casino confirmed receipt of all required documents, and the player's balance was manually withdrawn and transferred to his bank account. The player confirmed receipt of the funds, resolving the complaint.
Powbet Casino - Player’s account has been closed after suspicious activity.
Amount: €2,000
Powbet Casino
Safety Index:Very highSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 months ago
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7 months ago
Translation
Good morning,
On 13/04/2023, I won approximately 2500 euros while playing slots at Powbet Casino.
I would like to state that I have been a customer of theirs for years and have never encountered any problems, and I have made dozens of withdrawals on their platform without any issues.
The day after the win, I noticed an unusual withdrawal request that didn't seem to be made by me, so I contacted the support team. They immediately deactivated my account, stating that they were conducting fraud checks.
I can confirm that a withdrawal of 500 euros was made on 17/04/2024. The same day, I was notified that the fraud checks were completed and no suspicious operations were found.
In addition to this, they informed me that I had to promptly send the requested documentation to unblock my account, or else my account would be closed and the balance of approximately 2000 euros would be deducted.
In all this, I hadn't received a single email detailing the documentation I needed to provide.
Today, after multiple reminders, I received an email asking for proof of address, proof of an e-wallet account, and front and back photos of two cards used.
I promptly provided the first two documents today, explaining that the two cards would be more difficult to provide as they have been expired for years.
A few moments ago, I asked for information from live chat, and was informed that my account had been closed for administrative reasons.
I simply want to recover my money.
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7 months ago
Hello Gianchamp92,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Powbet Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when exactly is the verification process ongoing? Would it be possible to at least get some confirmation from your payment provider that those cards belonged to you? Did the casino respond anything regarding those expired cards?
Please note that the verification process may take up to 14 days after sending in all the requested documents.
Looking forward to your answer.
Regards,
Nick
Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.
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7 months ago
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Good morning Nick,
the verification process started two days ago, the strange thing is that initially the account was disabled, since yesterday I saw that it was actually closed for administrative reasons.
For the cards I would have to go to Banca Intesa so I think the time would be much longer.
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6 months ago
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Good morning,
To date I still haven't received any news regarding document verification and 12 days have passed, I haven't even received any responses from support for 48 hours.
One positive thing is that the second withdrawal of 500 euros in the queue was strangely processed.
For now, however, I remain with the account disabled and 1500 euros in the gaming account that cannot be withdrawn.
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6 months ago
Thank you Gianchamp92 for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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6 months ago
Hello Gianchamp92,
I'm Michal and I have taken over your complaint. I have reviewed this case. Please forward me all related communication you had with the Powbet team regarding this case at michal.k@casino.guru. 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 clarification on why the player is required to provide old bank cards when they supposedly have not been used for years? If the information can't be shared publicly, please forward it to me at michal.k@casino.guru
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6 months ago
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Hi Michal,
thank you for your help, I forwarded the very long conversations with support via email, you will see that I had to open two calls because they had not given me any response to the first one for about 10 days, yesterday I had to send again some documents that had been sent to me already requested 10 days ago.
with all sincerity I am no longer interested in playing at the casino, I just want to recover the approximately 1500 euros in my account.
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6 months ago
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Good morning Michal,
yesterday for the 4th time the site support asked me to send the missing documents, I have already sent everything several times, as specified it was not possible for me to send the photo of a card used more than a year ago as it is no longer in my possession.
I have already replied to the casino that I honestly no longer have any interest in activating my account, all I would need is for them to send me my remaining balance of around 1500 euros
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6 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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6 months ago
Dear Gianchamp92,
Just to give you a quick update. I'm in contact with the casino representative. I understand your point in not fully understanding why the casino team is requesting you to provide information about a bank card that you don't use anymore and that expired a long time ago, however, as a part of the Know Your Customer (KYC) and Anti-Money Laundering (AML), the casino is entitled to request information about all the payment methods you used to fund your account, as it's mentioned in the casino terms and conditions.
Verification of your age, identity, and other checks
5.1 You must provide us with all information that we may request in order to manage your account, verify your identity or the source of the funds deposited to your account. This includes (but is not limited to) properly certified ID, proof of residence, proof of ownership and transaction histories of the payment methods used, including bank or credit/debit card statements etc.
I am currently in discussions with the casino team to explore potential solutions to effectively address this obstacle.
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6 months ago
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Thank you very much Michal,
I would simply be able to withdraw my funds, the fact that I have been their customer for years and have already made a lot of withdrawals I hope it can help
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6 months ago
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Good morning Michal,
Is there any news on this by any chance?
I haven't received any responses from the casino for over a week now.
I'm starting to evaluate this type of casino as a legalized scam.
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6 months ago
Dear all,
Thank you for reaching out!
Please be informed that we received the documents the customer submitted, and are in the process of reviewing them.
We appreciate your patience on the matter.
Best regards,
Powbet Team
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6 months ago
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Good morning,
Thank you, I await your updates via email
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6 months ago
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Good morning Michal,
today they responded again with an email aimed at gaining more time.
they asked me again for photos of cards for which I have already provided everything and they also asked me for a bank document certifying that the other card is no longer active.
I specify that the card in question belonged to a bank that no longer exists as it was absorbed by BPER, so there is no practical way to recover this document.
I have already informed the casino that I have been in contact with a lawyer for about a week and he told me that there are all the conditions to report them. I will wait a few days to start the process.
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6 months ago
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We are also trying to trace REAL addresses and contacts (PEC address + telephone number) but apparently all the numbers and addresses shown on the site are no longer valid.
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6 months ago
Dear all,
Please be informed that the customer is yet to provide us with the documents that are up to the requirements we set.
We have now sent an additional email with the detailed explanation of the documents we require.
The below applies for the pictures of the credit card ending in **3199:
- The picture should contain first 6 and last 4 numbers of the credit card number visible.
- Your full name (First and Last name) should be visible on the picture.
- The expiration date of the card must be visible.
We kindly ask the customer to re-send the pictures according to the above.
Thank you in advance.
Best regards,
PowBet team
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6 months ago
Translation
Good morning,
I sent the card again two days ago.
I wait for a feedback
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5 months ago
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Good morning,
we are now at two months of waiting to check two photos, furthermore from the casino the answers always arrive only at the last minute of the stopwatch week.
I really have no more words
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5 months ago
Dear customer,
Unfortunately, the pictures provided are, once again, not in line with the requirements that we stated.
We have sent you another email to provide more clarification on what we are expecting.
Please note that the picture of your card the first six and the last four digits need to be visible. On the pictures you provided only the first four digits and last four digits were visible.
We are waiting for you to provide the pictures that are in line with the requirements.
Thank you in advance.
Best regards,
PowBet team
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5 months ago
Translation
Good morning,
the image was sent again with the requested specifications.
I await your feedback
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5 months ago
Dear customer,
Thank you for providing the requested pictures of the card **3199.
Please be informed, that, in regards to the card **8948, there are two ways to proceed:
- If you are still in possession of the physical card, you can send the pictures of the front and the back to us;
- If you do not possess the physical card, you can request a Bank Statement with the card number and your name on it, as, in case of the change of ownership of the bank, the databases would have been transferred.
We are awaiting your return.
Best regards,
Powbet team
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5 months ago
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Good morning,
I'm trying in every way to somehow contact the old bank to which the card was registered.
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5 months ago
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Good morning,
from the bank they are prolonging the search as it is an old card.
Could you provide me with a statement of the payment made with this card (date and time of payment)?
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5 months ago
Dear customer,
Please be informed that we have sent you an email with the transactions made from the card in question.
We are awaiting your return, and hope the information is helpful.
Sincerely,
Powbet team
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4 months ago
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Good morning,
I sent an email attaching an account statement containing all the transactions you indicated.
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4 months ago
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Good morning, I sent the bank statement 5 days ago now.
Could you kindly give me feedback considering that I have been waiting for more than two months?
Thank you
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4 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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4 months ago
Translation
Good morning,
after almost 3 weeks of waiting they responded to me today via email from the casino telling me that they are still waiting for the data relating to the cards with ending 3199 and 8948.
As you can see from the previous comments, the casino had confirmed more than a month ago that it had correctly received the 3199 card data, furthermore for the other transactions I sent the casino a bank statement dating back to 2022 in order to prove the expenses made.
It seems to me that the mess is just taking its time for 3 months now I don't know where to turn my head anymore.
I will wait another two days for the ticket to close with a subsequent negative review at the casino before leaving with the lawyers, thank you 
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4 months ago
Dear all,
Thank you for your patience!
Please be informed that we are in process of verifying the documents the customer provided.
We will inform you as soon as we have any updates on the matter.
Best regards,
Powbet team
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4 months ago
Dear Gianchamp92,
I fully understand your dissatisfaction with the whole situation and I agree this whole process is taking much longer than expected. I am in contact with the casino team outside of this thread and am regularly asking for an update, sadly the casino security team is quite overwhelmed with work which is one of the reasons for the prolonged process.
If understand it correctly the casino security team has received all the documents and is in the process of verifying them. I have my fingers crossed we will see progress soon.
Dear Powbet team,
I acknowledge the necessary steps that must be followed for the Know Your Customer (KYC) and Anti-Money Laundering (AML) process in compliance with the licensing policy and your internal procedures. However, I must empathize with the player that this situation is taking much longer than expected. I kindly request for the process to be expedited as the prolonged delay sheds a bad light on the reputation of your esteemed casino, where prompt handling of such processes is expected.
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4 months ago
Dear all,
Please be informed that we have received all the required documents.
We have requested the customer to provide us with bank details, in order to proceed with the payment.
We are looking forward to your reply.
Best regards,
Powbet team
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4 months ago
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Good morning,
I just provided all the bank details for payment.
Please provide me with a receipt as soon as payment is made.
Thank you
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4 months ago
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Good morning, I'm always waiting for a response from the casino, please don't make me wait another week for payment.
Thank you.
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4 months ago
Dear all,
Please be informed that we have manually withdrawn the customer's balance.
We hope this helps us reach the resolution of the case.
Best regards,
Powbet team
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4 months ago
Translation
Good morning,
Has the balance been withdrawn and sent to the bank account I provided to you via email?
Is it possible to have a receipt for the bank transfer?
Thank you
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4 months ago
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Good morning,
I still don't receive feedback from the casino regarding the payment, I would like to understand whether the transfer was made or not and if so, have a receipt.
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4 months ago
Dear Powbet team,
We kindly request confirmation regarding the initiation of the transfer from your end. If so, we would appreciate it if you could provide us or the player with a confirmation.
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4 months ago
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Good morning,
I still haven't received any response from the casino.
I find it unacceptable that they respond every 7 days when the timer expires.
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3 months ago
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Good morning,
I have been waiting for a withdrawal confirmation for a week now.
What is going on?
From support they keep sending me emails saying that they don't know why but the withdrawal is late, I asked if possible to know the amount but they couldn't tell me anything telling me to log in to the site and check (my account has been disabled for 4 months so I couldn't even access it)
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3 months ago
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Good morning,
I confirm that the payment has arrived on my account.
you can proceed with closing the report
It was long but it was worth it in the end,
Thank you very much for your service, without you I would never have been able to recover a euro.
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3 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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3 months ago
Dear all,
We are glad to hear that the customer has received the payment and we hope this will lead to the resolution of this case.
Best regards,
Powbet team
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3 months ago
Hello Gianchamp92,
We would like to update you that due to Michal, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Michal has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Michal will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
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3 months ago
Thank you all for your responses. Despite the time it took, we are pleased that we were able to come to a satisfactory conclusion for the player, and that they have received their winnings. Since the complainant has confirmed the receipt of the funds, we consider this complaint to be resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.
Thank you in advance for your time.
Best regards,
Michal
Casino Guru
