The player from Brazil submitted a withdrawal request less than two weeks prior to contacting us. Winnings haven’t been obtained up to this day. The complaint was rejected because the player didn't respond to our messages and questions.
Powbet Casino - Withdrawal of player's winnings has been delayed.
Amount: 2,400 R$
Powbet Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
11 months ago
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1 year ago
Translation
I have been trying to withdraw my money for several days but the platform is not making the payment, I was informed that in 3 days the amount would be processed, but this was not fulfilled. I'm checking every day with customer service about the withdrawal process and I was being informed that the amount was already being processed with the financial sector, but today that their deadline expired they came with the excuse that I have to verify the document
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however, as we can see in the image, no document is being requested, then they said that the document is requested in the system, but I'm calling them every day via chat to find out the progress and I hadn't been informed of anything and today that won the deadline to release my loot they came with this bullshit. It's a bad platform, hurting users, several complaints for the same factors. I myself do not deposit another penny on this platform because they are doing this for the user to lose patience and play the entire account balance and lose, this is the attitude of a fraudulent company that does not accept that its users have earnings, they only want users to lose. Platform should not be on the market.
Automatic translation:
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1 year ago
Dear eduardastefany979,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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12 months ago
Translation
The platform is acting maliciously! They are doing this so that punters don't have the nerve to wait and bet all of their bankroll and lose! This is not correct in this way no one withdraws earnings from the platform that is here or you lose and you lose! They are scammers! Before carrying out the registration, I cleared all doubts with the very poor category attendants where they informed me that the withdrawal was immediate! And I am still unable to withdraw my money! After I won, they already informed me that the withdrawal was 3 days, after 5 days they asked me for documents and said that I accepted the terms and policy, I sent the 2 documents that were requested, the documents were accepted 2 days later and ANALYZED 3 days later , after the Analysis the account has not yet been verified and they are asking for BANK STATEMENT of the last 3 months ?? How can they demand a statement from my account and this and BANK SECRECY are forcing me to provide this information to verify my account! I've been calling them for more than 2 weeks every day and trying to solve it and finally today they said that if I keep calling all the time I'll be banned from the chat! They are SCAMMERS platform!
Automatic translation:
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12 months ago
Thank you very much for your reply, eduardastefany979. Please note that casinos can request bank statements and it is not uncommon. Have you already provided it?
What other documents did you provide? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
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12 months ago
Translation
I forwarded EVERYTHING!!! AND THEY DON'T RESOLVE ANYTHING!!!! IT WILL BE 1 MONTH ON THIS CRAP PLATFORM!
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11 months ago
Unfortunately, I have not received any emails from you. Could you please forward me the communication between you and the casino so we can proceed with this complaint?
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