The player from Germany had deposited 1500€, won 2500€, and requested a withdrawal. Despite having contacted support, who had confirmed that the withdrawal was being processed and KYC verification was not necessary, no progress had been made. However, after the complaint was submitted, the player received the first €500 of his winnings. Eventually, the player confirmed that the issue had been resolved. Consequently, we had marked the complaint as 'resolved'.
Powbet Casino - Player's withdrawal is delayed.
Amount: €2,500
Powbet Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
8 months ago
Public
Public
8 months ago
Translation
Dear Guru Team,
Last Friday, I deposited 1500€ and won 2500€.
I've been trying to make a withdrawal, but nothing seems to be happening.
I've already contacted support, and they told me my withdrawal is being processed.
I was informed by the casino that a KYC verification isn't necessary at this time, so I haven't undergone one.
Of course, I am able to confirm my identity, but the casino has insisted that a KYC verification is not needed at the moment.
I would really appreciate if you could look into this matter, given that the casino has a high rating here on Guru.
Automatic translation:
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8 months ago
Dear patrickpatzak90,
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.
- Have you been advised why you can’t withdraw your winnings?
- Is it an internal casino system issue, or it’s related to your account only?
- Could you please provide a screenshot of the withdrawal request as it appears in your casino transaction history?
Looking forward to hearing from you.
Best regards,
Tomas
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8 months ago
Translation
Hello,
The first €500 was paid out today. That actually went really quickly, now we're still missing €2000
But they are split.
I will then give feedback here!
Automatic translation:
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8 months ago
Dear patrickpatzak90,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.
Best regards,
Tomas
Casino.Guru
