The player from Germany won a significant amount of money at Powbet casino but faced account closure without warning. Despite multiple withdrawal requests and communication attempts, his account remained locked due to a suspected fraud case related to his winnings in the Live Casino. The player initially provided detailed information about his gameplay and communication with the casino. However, after reporting that the casino had replied, he ceased further communication. We were unable to investigate further and had to reject the complaint due to the player's lack of response.
Powbet Casino - Player's account has been closed following a withdrawal request.
Amount: €38,000
Powbet Casino
Safety Index:Very highSafety Index
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9.8
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
4 months ago
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5 months ago
Translation
Hello dear Casino Guru Team,
my name is Vincent M. .
I started playing on Powbet a few weeks ago and after a while I won a large sum of money there. I played with this winnings (around €20,000) for days and increased or decreased them. The highest amount was around €52,000 and most recently around €38,000. Since I haven't been a customer of the casino for long, I could unfortunately only withdraw €500 per day or €10,000 per month... after I requested the first 2-3 transfers and continued playing every day, one day my account was suddenly blocked/deleted. No email, no warning, nothing... when I asked questions in support, the only answer I got was that my account was being checked because it was assumed to be a case of fraud because the money was won almost exclusively in the live casino... since then I have written another email to the casino and unfortunately have not received any response to this day...
I would like to ask you to help me with this issue and hope that you can contact Powbet for me to clarify this matter.
many thanks in advance and have a nice day
Vincent *****
Edited by a Casino Guru admin
Automatic translation:
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5 months ago
Dear Nayle1892,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Powbet Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Was your casino account verified?
- How did you learn about your account being blocked?
- What live games did you play and what was roughly your playstyle while playing?
- Was there any bonus activated on your account?
- Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here. Please include the communication in which the casino informed you they are investigating your account.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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5 months ago
Translation
Dear Thomas,
Thank you very much for your quick reply, I really hope you can help me in this case.
To your questions:
- No, I actually wasn't verified at Powbet yet. If you go to the verification section in the menu, it just says: "Your account does not require verification at the moment." Of course, I filled in my name, address, date of birth and country correctly when registering.
- I wanted to log in normally and it just didn't work anymore, I kept getting this error code: "Code:2091". Unfortunately, to date I have not received any notification or feedback from the casino about my account being blocked.
- It started on April 27th, 2024 with a sports bet with 12 games. I think this brought in about €2000 from about €25. With these €2000 I played slots and live casino. Over the course of the evening I rose to about €10,000, then fell back to about €2,000 and then luckily won a lot with the live casino game Crazytimes. In this game I bet about €50-200 on each of the minigames, depending on which game and how often no minigame came up. Luckily for me, CrazyTime then came up, a minigame in CrazyTimes on which I bet €100-200. I also had several multipliers and thus won exactly €20,100 with this one spin (screenshot attached). Since then I have switched between roulette, blackjack, Crazytime and slots. Over the next few days, the highest level was around €52,000-54,000 and most recently around €38,000.
- No, there were no bonuses active on my account.
- Unfortunately, I did not take any screenshots of the message from live support that my account was being investigated; unfortunately, this was only written to me in the live chat.
I think this should explain my situation to you and I hope you can help me contact Powbet.
Furthermore, I am now sending you a few pictures by email that I randomly took before my account was blocked.
Have a nice day, thank you in advance for your help!
Best regards
Vincent *****
Edited by a Casino Guru admin
Automatic translation:
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5 months ago
Translation
Everything has been resolved.
powbet replied
Thank you anyway
Automatic translation:
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5 months ago
Dear Nayle1892, Thank you very much for the update and detailed explanation.
We will keep this complaint open until you confirm your withdrawal has been successful. If you wish to close the complaint as resolved, beforehand we'll oblige.
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5 months ago
Translation
All right, I'll let you know as soon as you can close the complaint.
Thank you very much for your help!
Automatic translation:
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5 months ago
Nayle1892,
Could you please let us know about any developments regarding your case? Has your account been reopened and your payout processed?
