PowerUp Casino - Player is struggling with KYC verification.

I made a withdrawal request, they started to demand kyc confirmation, completely absurd demands on kyc functionality, like three months' account transactions should have been delivered, however, it's a small amount, I closed my account and I don't recommend it to anyone

Dear Tattikeisari,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly.

I checked the terms and conditions of the casino and found this: https://powerupcasino1.com/en/rules

"5.1.You must provide us with all information that we may request in order to manage your account, verify your identity or the source of the funds deposited to your account. This includes (but is not limited to) properly certified ID, proof of residence, proof of ownership and transaction histories of the payment methods used, including bank or credit/debit card statements etc. "

Could you please explain if you are able to reopen your account? Is there any withdrawable balance left for you to withdraw?

Thank you in advance for your reply.

Best regards,

Tomas

Of course, I can open the account again, there is also a balance to be withdrawn, but the question is that I am not going to send them my account information for the 3 months that they would be without

Dear Tattikeisari,

In this situation, we would recommend completing the account verification, by providing the necessary documentation otherwise you won't be able to withdraw your winnings.

If you are not willing to submit the required documents despite our recommendation, we will be forced to reject your complaint. Please let me know if there are any circumstances we haven't considered in this case.

You can submit any additional evidence here in the complaint thread or send it via email at tomas@casino.guru

Looking forward to hearing from you.

Dear Tattikeisari,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

We've received the following message from the player and decided to reopen the complaint:

"More than 2 weeks have been examining the documents, the money is not visible or heard, my latest e-mail inquiries have not even been answered. Tokkopa has no intention of paying my winnings"

Dear Tattikeisari,

Could you please specify which documents you submitted and what feedback have you received from the casino?

Before we contact the casino, please send me the most recent communication you received from the casino regarding the verification of your documents.

My email is tomas@casino.guru

I have sent all the requested documents and they have received on 9.5. It was supposed to take three days, but now it's already been 2 weeks... There is no money, and no notification as to where the matter is at

Hey Tattikeisari and Tomas,

I have looked in to the delay here, our verification team are just awaiting one further piece of documentation. We require a selfie of Tattikeisari and the supporting ID requested with PowerUp Casino in the background so we can complete the verification process.

Once we have this our team will finalize the process.

Please reply to our previous correspondence and i will push to get this sorted as fast as possible.

Best Regards

PowerUp Casino.

I sent them to them too, but they don't fit, that is, the taste of deliberate teasing. I'm not going to start fooling around, I've come across something similar before, when the casino has no intention of paying

Thanks for your replies to both parties.

Dear Tattikeisari,

Would you be able to send me the selfie you sent to the casino and any reply you received from the casino as a result? My email is tomas@casino.guru

Thanks in advance for your reply.

Thanks for your email.

Sadly, from my point of view, it seems the photos you submitted might be considered blurry. Also, I don't know if it was intentional or not, but the photos you sent me also seem to be a mirror image of the original.

I would encourage you to take another selfie of yourself and submit it to the casino.

Please let me know about your decision.

I'll await your reply.

I don't think I will send a single document again. Such a selfie taken against the background of a casino is not a passport these days. Especially since I have played at several Rabid casinos before

Tattikeisari,

If you won't send any further documents the casino requested, you will not pass the verification and might not be able to withdraw your winnings.

I would encourage you to reconsider and submit the documents.

If you don't cooperate with the casino on our recommendation we won't be able to assist you further and your complaint will be rejected. Thanks for your understanding.

I'll await your reply.

Ok

Do I understand correctly you decided to send the documents in order to complete the verification? Do you still require our assistance? Please let me know.

Much appreciated.

Yes, I sent more pictures, it finally worked, thanks for the help.

I am glad to hear it. Were your winnings paid out?

Yes, I did get them, but considering that the casino advertises itself as a so-called pay and play casino, it was a pretty tight-fisted kyc for such a small amount

Dear Tattikeisari,

I'm glad your winnings reached you even if the process wasn't without problems on the way. I will now mark the complaint as 'resolved' in our system. 

Thank you and PowerUp Casino for your cooperation.

Please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru