The player from Finland had reported that he had requested a withdrawal three weeks prior, but the money had been repeatedly returned to his gaming account without any explanation. Despite his attempts to reach out to the casino, he had only received an automatic response about payment delays. The player mentioned that he hadn't made any prior withdrawals from this casino and that KYC verification hadn't been required for his account. He had won €500 with the aid of a bonus, having respected all bonus rules. After a month of waiting and multiple attempts to contact the casino, the player had finally received his withdrawal manually. We had confirmed the resolution of the issue and marked the complaint as 'resolved' in our system.
Powbet Casino - Player’s withdrawal is repeatedly returned to their account.
Amount: €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
7 months ago
Public
Public
7 months ago
So i have tried to withdraw my money over 3 weeks now. The money keeps getting sent back to my gaming account after a week from the withdrawal with zero reasons from them. I can tried to contact them multiple times with only one automatic answer given to me that says that i have to be patient that there has been delaye on my payment. Its weird because this has happened now 3 times and i just would like to have my money.
Public
Public
7 months ago
Dear 8jn8d7z6bw,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you made any successful withdrawals before?
- Could you please confirm that you have passed the KYC verification?
- Did you accumulate your winnings with or without an active bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
Public
Public
7 months ago
Translation
I have not made withdrawals from their casino before and the user on my account reads that KYC is not necessary at the moment, which is strange to me because I almost always have to do this. I also collected these 500 euro profits with the help of the bonus without breaking the bonus rules. I have tried to contact them again since the beginning of the week with no answer about this situation
Automatic translation:
Public
Public
7 months ago
Thank you very much for your reply, 8jn8d7z6bw. Could you please post a screenshot of your withdrawal history here in this thread?
Additionally, if there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.
Sensitive attachment
Sensitive attachment
7 months ago
Translation
It has a withdrawal history, but it doesn't even show everyone that they just returned without my request. I received an email from them 2 days ago where they asked for my bank information so that they can make a manual withdrawal, but there has been no reply or the money has been seen yet. I am very tired of this waiting.
Automatic translation:
Public
Public
7 months ago
Thank you very much, 8jn8d7z6bw, for your cooperation. I will now transfer your complaint to my colleague Katarina (katarina.d@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.
Public
Public
7 months ago
Dear 8jn8d7z6bw,
My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.
Now, I would like to invite Powbet Casino representative to join this conversation.
Dear Powbet Casino, could you please provide more information about this case?
Looking forward to your reply.
Public
Public
7 months ago
I have got my withdrawal now finally. Powbet made a manual withdrawal to me after over 1month of asking for my money. Happy that i finally got it my i would never ever recommend this casino to anyone! Support team rarely ever answers to you and live chat is just automatic answers.
Public
Public
7 months ago
Thank you, 8jn8d7z6bw, for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.
Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.
