The player from Spain had faced difficulties in withdrawing €500 from his verified account. Despite the amount having been deducted, the bank transfer had not been initiated. He had also been banned from the online chat and had received no response to his email. After the Complaints Team had intervened, they had given the casino two weeks to process the payment. The issue was finally resolved when the player confirmed the receipt of his €500. The Complaints Team then closed the complaint as 'resolved'.
Powbet Casino - Player's withdrawal is delayed and support is unresponsive.
Amount: €500
Powbet Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
6 months ago
Public
Public
6 months ago
Translation
I am trying to withdraw €500 from my total balance of €1500.
My account has been correctly verified since the 25th of April.
I have access to my account. I requested my first withdrawal of €500. The amount has been deducted from my balance, but no transaction via bank transfer has been initiated. I am waiting for it to arrive. In the meantime, I have tried to contact customer support via online chat, and they have banned me as I am unable to access it. I created a different account to see if a chat is available and yes... indeed, they are not letting me access the chat. I sent an email on Monday, but I have yet to receive a response.
Automatic translation:
Public
Public
6 months ago
Dear troyacapdevila,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
- Do I understand correctly that your payment is still pending inside the account without being processed?
- Could you please specify how many days ago was your withdrawal requested?
It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.
Looking forward to hearing from you. Thank you in advance.
Best regards,
Petronela
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6 months ago
Translation
As their website indicates 3 days, we will then wait those 14 days. I hope I don't have any problems if I want to withdraw the rest, the strange thing is that they blocked me from accessing the online chat.
Automatic translation:
Public
Public
6 months ago
I fully understand your frustration, troyacapdevila. However, I will set the timer for additional 7 days allowing to casino two full weeks to process the payment and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.
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Public
6 months ago
Dear troyacapdevila,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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6 months ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, troyacapdevila, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
