Powbet Casino - Player's withdrawal has been delayed.

A casino that has a 9.8/10 security rating on your site is acting completely unprofessionally, and with all due respect and gratitude to the Casino Guru team for their work so far, I want to say that this rating is either "sponsored" or you need to review it again.

I created an account and made my first deposit via Xrp cryptocurrency, everything functioned fine. I played with real money, no bonuses.

Everything was great until I requested a withdrawal.

I couldn't make a deposit through the site as all methods were unavailable.

They advised me on live chat to clear my Google history, to try with a new device... but nothing worked..

In the end, we agreed they would do a manual transaction and that I should contact them via email. I contacted them, but they stopped responding for days.

Unprofessional.

I am requesting Casino Guru to get involved in this dispute, and I emphasize that the responsibility equally lies with you, as you gave this rating, 9.8/10?!

Dear vladan4053,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. 

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise if your account has been fully verified?
• When did you agree with the casino on a manual withdrawal? Could you please share any supporting evidence about the agreement and the reasons why a standard withdrawal couldn't be processed?
• Please share the evidence in the form of screenshots here or send the information to my email at tomas@casino.guru

Looking forward to hearing from you.

Best regards,

Tomas

I am sending everything to your email.

The account is verified, but the problem is with their website, so we tried in all ways and finally agreed to continue communication via email.

They do not respond to e-mail for 6 days

Thank you very much, vladan4053, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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 vladan4053,

We would like to update you that due to Stefan, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Stefan 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 Stefan will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru