Powbet Casino - Player’s verification has been delayed.

Hello, good afternoon.

My name is Alba. I have a verification problem with PowBet Casino. I have been dealing with this since April, and we are almost in August now. Initially, my identity document, selfie photo, etc., were verified quickly. But once I got to the bank account verification stage, it has been nothing but problems.

They request a PDF with all the transactions from my account. Incoming and outgoing transactions from April, with my details as the account holder, etc. I have done this countless times, but none of them, absolutely none, are accepted as valid. I try reaching out to the help chat and even send several emails explaining my case. The chat doesn't help, and the emails are ignored, except for one reply saying the PDF must be original, which I already knew. They always tell me it is not an original PDF... always problems. But it really is.

I have been trying to withdraw 286 euros since April. I feel ignored, humiliated, and ashamed of how they are making fun of me. Now I have tried to verify again and it takes forever. But as always, they will end up refusing.

On the other hand, I've read that after verifying the account, they ask for a MongPlay or something similar account. I don't have that kind of account, and I'm already fearing that will be my next problem.

I beg for help; that money is mine, and I've been trying for 4 months just to verify the account.

Thank you very much for your attention and your time. Best regards.

Dear albarodriguez1306,

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 and this seems a little excessive.

• Do I understand correctly that the casino approved all documents except for the bank statement?
• Have you provided the bank statement 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,

Kristina

Hello.

I have provided the pdf as requested.

At first they told me that the pdf was modified and was not the original. Something I didn't understand, when I downloaded it directly from the bank app.

Then I realized that to save the pdf I had to open an app that could read the file and then save it. So I thought that's where I could be inadvertently modifying.

Then I was able to send the statement directly to my email. Without saving it through apps. But by surprise, they denied me again. Saying that it is modified or that he does not have good vision.

The pdf is seen by a legal lawyer. He told me that it is totally legal, that it has the digital signature and the PDF is all correct. But they insist that it's not even okay.

I even sent the pdf by email, as e told me

Yesterday I tried to talk to support again and they washed their hands as best they could with my case. I have screenshots of the conversation and of denying verification again.

It's exasperating.

I appreciate your help. All the best

Thank you very much, albarodriguez1306, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@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.  

Thank you very much for your time and attention

Hi albarodriguez1306,

I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Powbet Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what is requested from the player at the moment? Why the provided bank statement was rejected?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Dear Customer,

We would kindly request you to provide us an original bank statement in PDF format for April, downloaded from your banking app or online bank account, showing your name, account number and deposits to the casino.

Thank you in advance.

Have a lovely day.

Kind Regards,

PowBet Team

Hello Powbet casino, I have already done this repeatedly. The pdfs sent are original. Where it puts absolutely all the required data and you always cause problems. It is always downloaded automatically from the app. But you always give me problems saying that it is not the original and when there are no more excuses, you say that it does not have enough visibility. When even a lawyer has seen it and told me that it is correct, legal and they have all the information you require.

I have also sent it by email, the original pdf with all the data and my powbet account. So that there are no doubts about who I am. But neither, you demand that I do it through the powbet app. Where you never verify it for me.

I talk to the chat and they tell me that if it doesn't work to do it by email. Always like this, from one side to the other but you don't solve anything for me. I've been doing this since April. You should be ashamed.

All the best

Thank you for the response, Powbet Casino.

Dear albarodriguez1306, can you please send me the document you sent to the casino to my email natalia.b@casino.guru so that I can check what the issue may be and why it is not accepted?

Hello! Of course, thanks!

Hello again.

Finally I sent the pdf again and a bank certificate in pdf as well, proving that that account is mine. There was no more chance of being denied verification. So they decided to send me an email informing me that they are closing my account. This is very embarrassing. I'm really fed up with this topic. I attach the email.

Dear Powbet Casino, I have received a screen recording from the player, in which she downloads the bank statement from her bank app and opens it. The bank statement looks the same as the one sent several times for verification. Unfortunately, it doesn't contain some of the required information such as the player's name, however, the player also has a reference letter from the bank with her data and bank account number, which is mentioned in the bank statement.

I'd like to ask you to take a look at the screen recording and the bank reference letter and evaluate these additional materials, too.

Please, let me know if you agree to consider them, and where they can be sent.

The casino has decided to close my account permanently. By article 5.3. It says that if it takes more than 30 days to verify, they can close my account whenever they want. But they are the ones who have not verified my account before 30 days. I've been trying since April in every possible way. On the web, in email...everything. But they have never given it to me as correct. Now that they have no choice but to verify my account based on the documents sent... they take advantage of article 5.3. All for the sake of not paying me.

Dear Customer, 

We would like to kindly inform you that were given to you several chances to upload the correct document with detailed instructions every time.

However, you didn't provide the appropriate document we've requested.

We cannot consider information from 2 separate documents. 

You've been providing screenshots which were illegible and cannot be accepted.

 We are pleased to inform you that if you provide an original bank statement of your Caixa bank for the entire month of April in pdf file format ( not screenshots compiled in pdf ) we possibly consider your account re-opening.

Thank you in advance.

Have a lovely day.

Kind Regards,

Customer Service

Dear casino.

These are not screenshots, the statement is like this. I downloaded it that way. There is no other way to get a statement. That is why I sent you the two documents. The statement for April and the certificate that this account is mine.

Since my bank does not provide all the information you need, it is only missing my name. The account number is there, that is why I am sending you the certificate. Because it says my name and account number. This way you can check that it is correct.

But they are not illegible screenshots, since it is a bank statement downloaded directly in PDF from the bank.

As Natalia said, I have sent you a recording where I open the bank, ask for the April pdf and download it. Thus proving that the account is mine. But no, you want something that my bank does not provide exactly as you want.

Even though I have to prove with various documents that the bank account is mine. Because you know very well that it is mine with those documents that I have sent you... since it is a certificate. But no, you don't do it because you don't want to.

Dear albarodriguez1306, as I informed you in an email, I've sent your recording to the casino representative. We are currently waiting for them to evaluate it. The responsible team was out of the office this week, therefore there may be delays. Thank you for your patience.

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.

Dear albarodriguez1306, unfortunately, there have been no updates from the casino representative. I’m afraid there is not much that can be achieved without cooperation from its side. In my opinion, the casino should have taken into consideration all the documentation and video materials you provided, but without any further reaction, I'm forced to close the complaint and mark it as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach.

If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Authority (complaints@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (natalia.b@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Natalia