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.  

Thank you Thomas.

I have no doubt that this Casino will eventually pay out, but this is part of their DIRTY TACTICS of delaying the payout so that unstable players will cancel the payout and then gamble away their money.

This powbet, same owner, same policy as in sister casinos, sportaza, ivibet, etc.

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

I'm still not getting ANY response via email, I received the last message about 20 days ago that they were working on the "case".

Live chat is useless.

Hello vladan4053,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Powbet Casino representative to join this conversation and participate in resolving this complaint.

Dear PowbetCasino,

Could you state why the player's withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

Dear vladan4053

Your request for a manual withdrawal of your balance is being checked now by relevant department we would notify you as soon as there is any news.

If you have any additional question don't hesitate to contact us.

Best Regards

PowBet Team

I'm glad to see that Powbet has addressed this objection. I want to share their last email message, from 20 days ago, where they emphasized that they are "working intensively" on the case. Previously, they delayed giving any answer for three weeks, I published the correspondence from the chats publicly.

I want to highlight this as UNPROFESSIONALISM, the problem is SIMPLE and easily solvable, but it is obvious that the casino has its own dirty tactics based on "delaying the payment" so that the player would then gamble away his money, since unfortunately most of the players are labile gamblers.

I want to THANK the Casinoguru team for their help with the case, and the possibility of public announcement, they have solved a lot of disputes for me, I consider you a kind of casino police, who protect us players. But I also ask you to NEVER give such Casinos the HIGHEST POSSIBLE SECURITY RATING, since we players appreciate your work, and with high ratings you are "luring" us to go play in that casino. This Casino DEFINITELY DOES NOT DESERVE this rating.

I am asking Powbet casino to solve this case 8 and at least justify this excessive rating on this reputable site.

Dear Powbet Casino,

Could you let us know when the player will receive their funds?

I'll be awaiting your reply.

Dear vladan4053,

Finance team had checked your gaming account and there looks like to be no issue and you should be able to request a withdrawal on your own . We had also checked your conversation with the customer support, after reviewing the screenshot you had send to the customer we had seen that you are trying to withdrawal with different payment method from the one you had deposited. 

For payment safety reasons, our system only authorizes withdrawals through payment methods previously used for a deposit. 

If you would like to withdraw with a different method, all you need to do is make a minimum deposit required by the new payment method of your choice. 

We kindly suggest to check if the method you choose is available for both deposits and withdrawals.

If you are getting any other error , kindly clarify what is the error so we can try to resolve the issue.

If you have any additional questions don't hesitate to contact us.

Best Regards

PowBet Team

Unfortunately, the same problem still exists; none of the withdrawal options are available. If you read the chat carefully and also checked the information about my verification, where I provided a screenshot of the payment, you can see that my deposit method was through cryptocurrency.

I keep insisting that the money be refunded in the SAME WAY, with the SAME METHOD, but on your website, NONE of the methods are available.

We have tried everything, including clearing the Google history, logging in from a new device, new addresses, EVERYTHING YOU SUGGESTED through the chat, and in the end, it was unsuccessful

This has been going on for 2 months.

To clarify the situation...

When I attempt to make a withdrawal, I see a message stating, "make the FIRST DEPOSIT." It’s important to note that I made the FIRST DEPOSIT a long time ago; otherwise, I wouldn’t have any funds in my account.

Furthermore, it’s clear from the attached screenshots that NO WITHDRAWAL METHOD IS AVAILABLE.

I kindly urge Powbet casino to stop sending automated copy/paste responses and to seriously address this straightforward issue. I expect my withdrawal to be processed using the SAME METHOD I used to deposit the funds, or through any other method you may suggest. Thank you.

In the meantime, I made a minimal deposit using XRP cryptocurrency, and placed that same amount as a bet, hoping the issue would be resolved, BUT NOTHING. THE PROBLEM STILL PERSISTS.

When you go to their Chat, you see that there are 40+ other people in front of you, sometimes even 60, and you wait for up to an hour.

This Casino has crossed all red lines, I ask Casino Guru to resolve the issue.. Thanks

This casino has CROSSED ALL RED LINES, look at how they behave in live chat, take a look at our conversation.

They give copy-paste responses and then leave the chat.

Very rude and disrespectful.

It’s no longer about the money, it’s about the principle.

I want this casino to receive the rating it deserves from you. I am very disappointed that a casino with the 'highest security rating' behaves this way. What should we think about other casinos if the most secure one behaves like this? They don’t provide answers, and for two months haven’t solved a simple problem; the staff is arrogant in customer support..."

Hello Everyone,

I’m Kubo, and I’ll be stepping in to handle this complaint, as my colleague Stefan is currently unavailable. I kindly ask for your patience as I take some time to familiarize myself with the details of the case.

I will provide an update as soon as I’ve gathered all the necessary information.

Thank you for your understanding.

Best regards,

Kubo

Dear vladan4053,

I’m reaching out to see if there have been any updates since your last post. Have you had any communication with the casino regarding the suggested manual withdrawal via bank transfer or any other options? Are all withdrawal methods still unavailable for you?

Thank you in advance for your response!

Here is their latest message! It's as if they are using AI to respond. I mentioned in my last message that NONE OF THE OPTIONS ARE AVAILABLE TO ME FOR WITHDRAWAL, and they are writing to me about some alternative payment method. I have tried EVERYTHING—changed the browser, used a new device—yet the problem remains the same.

Please, include them in this discussion, let them propose a solution, and process the payment already.

I suggest a manual payout from their side, either via bank transfer or crypto. Thank you."

Dear Powbet Casino,

Could you please provide a response to the latest information regarding this case? The player has demonstrated the issue multiple times. What are your recommendations for the next steps the player should take to retrieve his funds?

Thank you for your attention to this matter.

Dear vladan4053,

Your issue was checked with relevant department and unfortunately the platform did not recognize your cryptopay deposits and this is why you are seeing this error massage , kindly be advised to make deposits with the methods from the cashier in the menu in the future.

In order for us to proceed with a manual withdrawal of your current balance please send us and email or contact customer support and confirm the amount you want to withdrawal send the your crypto address and crypto type, please accept our apologies for the situation.

Best Regards

PowBet Team

Dear vladan4053,

Could you please reach out to the casino's customer support as previously suggested and provide the requested information to proceed with your manual withdrawal? Once you receive confirmation that your withdrawal has been processed, or if you encounter any issues, please let me know.

Thank you for your cooperation!

Dear Kubo,

I have contacted their customer service, but I was AGAIN instructed to reach out to them via email.

I wrote an email with the withdrawal details and received confirmation that it was delivered, under registration number 19941205.

Unfortunately, I contacted them via email two months ago requesting assistance because their live chat support could not help, and they simply stopped responding to my emails in an unprofessional manner.

Kubo, is it possible to lose two months on such a simple case? Is this a professional casino?

I hope they will process the withdrawal quickly 🙄

All requested payment data has been provided.

There is still no payment or response

Dear vladan4053,

Thank you for bringing this situation to my attention.

Dear Powbet Casino,

I urge you to take a more proactive approach in addressing this matter. The lack of follow-through and communication has been disappointing, especially after your previous assurances. I believed we were making progress toward a resolution, but it now seems that the player's concerns are not being taken seriously.

Please escalate this issue appropriately.

Thank you for your attention to this matter.

Money paid out after a 2-month wait! Once again… 67 days were needed to resolve a simple issue!

I’d like to thank Casino Guru, and I also urge them to reconsider the rating given to Powbet Casino…

Powbet is far from being a casino with the highest possible security rating. In fact, even a passing grade is questionable.

Dear vladan4053

We are happy to inform you that your withdrawal has been processed, and the money has been sent from our side.

Best Regards

PowBet Team

Dear vladan4053,

I’m pleased to hear that your issue has been successfully resolved. I’ll go ahead and mark the complaint as "resolved" in our system.

Thank you for your cooperation! If you encounter any further issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re here to assist you!

We hope your experience with our services was positive. While we don’t charge fees or accept tips, your feedback is incredibly important to us. We would greatly appreciate it if you could take a moment to share your thoughts on Trustpilot (link here).

An honest review, along with any suggestions for improving our complaint resolution and mediation process, would be extremely valuable. Your insights can help others who may be facing similar issues.

Thank you in advance for your support in helping us enhance our services!

Best Regards,

Kubo