Powbet Casino - Player's withdrawals are being canceled.

Hello, I requested a withdrawal for the first time on January 1st, 2025, and 5 days later it was canceled. I requested another withdrawal, and the same thing happened—it was canceled. This happened 4 times, and they gave no reason. I contacted them through the chat, and they told me it was due to a technical error and to request the withdrawal via transfer (the withdrawal was already requested via transfer). They then told me to clear my computer's cookies and cache and then request the withdrawal again, and later said it was a technical error and to request the withdrawal again. I told them that they have canceled the withdrawal 4 times now, and they told me to request the withdrawal again, and if I don't get paid, they will escalate the case.

Hi 1bazat,

Thank you very much for submitting this complaint. I am sorry to hear about the problem that you are experiencing. In order to clarify your situation, please allow me to ask you a few questions.

Can you please tell me if you passed the full KYC verification, including the verification of your payment methods?

In your casino profile, what payment methods are available for withdrawals?

Did you select the same payment method for your withdrawal requests as you did for your deposits?

Have you tried a different payment method for your cashout requests?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello, I have not passed the KYC, they have never asked me for it, is it because I have never withdrawn until now? And I was depositing through paysafecard and this method is not available for withdrawal, so I chose to withdraw through bank transfer and they themselves recommend this method.

Hello, yesterday they cancelled my payment again, the fifth payment in a row that they cancelled and they didn't give any reason, now I'll have to go to the chat again to ask why and have them make fun of me🙁

I'm sorry to hear that. Please forward me all the communication between you and the casino customer support regarding your canceled withdrawal requests at veronika.f@casino.guru. Alternatively, you may post screenshots here directly.

Also, have you made any deposits into this casino using bank transfer as your payment method?

Hi, I'm going to send you the chattranscript to the email indicated and I have only used paysafecard to deposit

Thank you for your emails. Based on the information provided, it appears that your withdrawal requests are being canceled due to an error in your IBAN.

Could you please verify whether the IBAN you submitted is correct? Additionally, were you asked to provide any other banking details when requesting the withdrawal?

It’s also possible that the issue arises from the fact that you registered from Spain but are using a Belgian IBAN. Some casinos may require the bank account to match the country of registration.

Do you have another bank account you could use for the withdrawal, preferably one with an IBAN that corresponds to your country of residence?

Looking forward to your response.

Hello, the IBAN provided is correct and I have not been asked for other bank details when requesting the withdrawal and I have another account with an IBAN from Spain

Have you tried withdrawing your winnings to the bank account with Spanish IBAN?

I have not tried to withdraw from the account with a Spanish IBAN, I will wait to see if they pay/cancel the withdrawal that I have pending and then if they cancel it I will try that too.

Thank you for your response. Could you please let me know if your withdrawal request was successfully processed?

Hello, the withdrawal that I requested to the Belgian IBAN has been cancelled again and I requested the withdrawal to a Spanish IBAN again and today they paid me.

I'm glad to hear that. Can we therefore consider your issue resolved, or is there anything else I can assist you with? Please let me know.

This withdrawal is already paid and resolved, thank you very much

Dear 1bazat,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Veronika Fritz 

Casino.Guru