The player's verification failed, and his account got closed. The player has received the winnings, but the player's account remained closed. The complaint was closed as "resolved".
Powbet Casino - The player's verification failed.
Amount: 1,560 R$
Powbet Casino
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9.8
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
I started betting on this site (powbet.com) 2 months ago, enough time for them to fool me and not pay even an amount of 300 reais! 1 month passed, they reverted my withdrawal of 300 to my casino account. Alright, I did the verification process correctly and requested a new withdrawal of 350 reais, the amount dropped normally in my account, but I still had a balance of 1,560 reais to withdraw. I asked for another 500 and here came the surprise, they closed my account without telling me. I entered the chat and they said that my account had been closed because I had not done the verification process correctly (and the amount was credited to my bank account normally), and they simply did not even communicate anything to me! IT IS THE WORST BOOKING HOUSE THERE IS, A REAL SCAM! They ask for proof of everything, so that in the end they block the account. I have the print and proof of the amount they deposited me of 350 reais to process them. I sent an email asking them to pay me, otherwise I would open an investigation into the house at all costs!
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1 year ago
Hello jfelipefs,
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 since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?
Did they specify why the verification process failed?
Looking forward to your answer.
Regards,
Nick
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1 year ago
Translation
The verification process has been ongoing for over 1 month. Since when I submitted the last documents last week, ALL of them were approved! And my withdrawal of 350.00 BRL was credited normally to my bank account. After I received the 350.00c I requested another 500.00 withdrawal, and to my surprise the account was blocked soon after. So I deduce that if the money was credited to my bank account, then the documents were approved, right?! This "verification failed" thing doesn't exist. Since all my documents were approved by YOU (selfie holding the document; ID; proof of address; bank statements (several) and my Pay4Fun wallet extract) And I didn't even receive an email from you to know why my account it was blocked. I had to go back in the chat to find out. You acted with an absurd lack of respect, and I had to enter the chat all the time to ask how the verification process was going, and only after that did you continue. But it didn't help. And you only know how to say "verification failed", but you don't tell me why it failed! You were dirty with me yes! Have a great day!
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1 year ago
Hello jfelipefs,
Can you please clarify whether you played casino games or sports betting? Did you use any bonuses to accumulate your balance?
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1 year ago
Translation
I deposited for sports betting and did not accept any bonus. I have fully rolled over my deposit into sportsbook and casino too! I bet on football, table tennis, basketball, blackjack, roulette and etc... I just wanted to understand why the verification failed and why they blocked my account?
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1 year ago
As you might know, our forum Casino.Guru, deals with the complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue, related to a sports betting. As long as the verification or the process of blocking is related to sports, we are unable to help you as we are not qualified for that. Unfortunately, we will be forced to close the complaint if there isn't anything else we could assist you.
Thank you very much for your understanding.
Best regards,
Nick
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1 year ago
Dear jfelipefs,
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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1 year ago
Translation
Since there is nothing you can do, since you only deal with the casino part, then I have nothing more to complain about. I understand that it's your job to be here and do all this paperwork to respond to your customers. But I leave my indignation at having my account blocked for the reason of "verification failed" after they approved my withdrawal of 350.00 BRL. It's contradictory! Thank you and have a great day! Unfortunately I never open the powbet.com website again
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1 year ago
Hello jfelipefs,
We might try to help you out but as long as the issue would turn out to be sports betting related, we will be forced to close the complaint.
Can you please advise which documents were not yet approved by the casino as they claim the account got blocked due unfinished verification?
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1 year ago
Translation
Nick, all documents have been approved. All the missing ones went from "pending" to "approved". These documents were: identity, selfie photo, proof of residence, bank statements from two (2) of my banks (one physical and one digital) and bank statement from my Pay4Fun wallet! All were approved. So I received the amount of 350.00 BRL that I had requested. And when I entered the account to request a withdrawal of 500.00 BRL, they blocked it! That's what happened. All documents were approved and still they said verification failed. Generally speaking, it is nonsense to block/close the account on the grounds that verification failed. And that!
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1 year ago
Thank you jfelipefs for all the information provided. I will now forward your complaint to my colleague Stefan (stefan.m@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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1 year ago
Dear jfelipefs,
I am so sorry to hear your account has not yet been verified. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite a representative to join this conversation and participate in the resolution of this complaint.
Dear Powbet Casino,
Could you please state why the player's account has not yet been verified?
Thank you in advance for providing the information.
Kind regards,
Stefan
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1 year ago
Translation
Anyway, it doesn't make sense to block my account without at least contacting me. No one from POWBET contacted me about this. I had to go back to find out And no one explains to me why the account is blocked/closed due to "verification failed", which I can't understand because it doesn't make sense. Thanks
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1 year ago
Dear Stefan,
Thank you for reaching out.
We would like to inform you that we sent an email to stefan.m@casino.guru. Looking forward to your reply!
Best regards,
PowBet.com
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1 year ago
Dear Powbet Casino,
I have responded to your email.
Please let me know once you respond to the email.
Kind regards,
Stefan
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1 year ago
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.
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1 year ago
Translation
Casino Powbet and Stefan, I want to inform you that the amount of 1,560BRL that was pending in my casino account, has been credited to my bank account (after 2 months). Honestly, I had already lost hope! And one more note, if the money was credited to my bank account then I was assured that my account was verified with the casino and that there was no reason for them to block the account. Thank you for taking my complaint into account! But I cannot fail to point out that coming here to Casino Guru to make a complaint (where I was right) is a totally negative point for the bookmaker. If everyone has to do this, powbet casino really doesn't look good. I thank you for paying my winnings, but I reinforce that I will not deposit and will not play on Powbet again, as all this inconvenience caused me problems and an unnecessary waste of time. But from the heart, I thank all of you who helped me get my earnings!! Have a great day!
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1 year ago
Dear all,
Thank you for reaching out.
We would like to inform that you after a thorough review of the claim, it was decided to pay out the winnings of the customer. The payment was processed from our side on 29.04.2023.
The 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
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1 year ago
After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, jfelipefs, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would 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 and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time.
Best regards,
Stefan
Casino.Guru
