Powbet Casino - The player's casino account got blocked.

I have made a withdrawal of 500 since Tuesday that I have yet to receive the money and as evidence they told me that they sent my money on Friday normally which is not the case after a while they banned me for fraud without doing anything and now they are not giving me the my money which I have earned without any bonus

Hello TOMJIJIM,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Powbet Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? When was the last time you spoke to the casino and what was it about?

Please note that we recommend to wait at least 14 days for your verification/withdrawal to be processed specially if it’s your first ever request.

Looking forward to your answer.

Regards,

Nick

It hasn't been verified because it didn't ask me for verification yet, they said they'll just send me my money as you can see and here and there they sent me an email saying there was a misunderstanding and in the end they sent me my last deposit of €10, what they're doing is unacceptable, they closed my account account for no reason please do something to get it back I spoke with them yesterday for the last time and after they told me that my money 490€ has been sent normally they tell me there was a mistake and we will send you only 10€ which I received

my money

Thank you TOMJIJIM for all the information provided so far. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi TOMJIJIM,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask Powbet Casino to join this conversation and share more information regarding the case.

Can you please provide any reasons why the player's account has been blocked and winnings confiscated?

Thank you.

Best regards,

Tomas

I will never have an answer please tell me

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear TOMJIJIM,

I am currently making further attempts to contact the casino representative internally. Therefore, I will extend the timer once again. We sincerely hope to receive a response from them soon. Otherwise, the complaint will be marked as unresolved and closed.

Kind regards,

Tomas

Dear all,

Thank you for reaching out.

Please be informed that we are currently in contact with other casino departments in order to provide you with sufficient information. Rest assured that there will be a reply in the nearest time. Thank you for your patience.

Best regards,

PowBet.com

All I ask for is my money nothing more I don't care about my account please I want my 500€ euros

Dear Powbet Casino, thank you for the information.

I will now extend the timer by 7 days. Please update us on any developments.

Kind regards,

Tomas

What happens to my money?

Dear TOMJIJIM,

Could you please confirm if you have ever created another account at the casino?

Kind regards,

Tomas

I have not created another account at this particular casino

Could you please let me know if you have played sports or casino games?

Yes I had played many times and made several deposits

Could you please clarify whether you won through sports betting or by playing casino games?

Casino I had won so many days have passed and I still don't get an answer what will happen to my money

Dear TOMJIJIM,

The casino has informed me that they are reopening your account and providing you with an opportunity to verify it.

Kindly provide the casino with all requested documents and let me know once you do so.

Thank you.

Kind regards,

Tomas

I have successfully sent all the files should I press withdraw or wait?

I have sent all the documents thank you very much

TOMJIJIM, let's now wait for the casino to complete the verification.

Dear Powbet Casino,

Could you please update us once the player is verified so they can make a withdrawal request?

Thank you.

Kind regards,

Tomas

So I still don't make a withdrawal request, I wait correctly because the money appears normally in the account

Dear Customer,

Thank you for submitting the documents, they were forwarded to be checked by the relevant department. You will be emailed in case anything else is needed from you. 

Best regards,

PowBet.com

Dear Powbet Casino,

Thank you for the information. Please update us here as well about the status of verification.

Kind regards,

Tomas

Good day,

We would like to inform you that after the customer submitted the documents that we requested, the payment for 490 EUR was sent to be processed by the relevant department. The customer should have the funds at his account shortly. His casino account is to remain closed according to the following article from our Terms and Conditions:

3.9 We reserve the right to deny opening of an account or close an existing account without prior notice or justification.

Best regards,

PowBet.com

Good evening, when will I see my money and in which account?

Dear TOMJIJIM,

From my understanding, the funds should be deposited back into the payment method that you used for the initial deposit.

Please let me know once you receive the payment. Thank you.

Kind regards,

Tomas

Thank you very much for everything I received the payment be well

Dear TOMJIJIM,

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 any issues with this or any other casino in the future. We are here to help.

Additionally, I also want to thank Powbet Casino for changing its initial decision, which has ultimately led to the satisfaction of all parties involved.

Best regards,

Tomas