PowerUp Casino - Player's achievement claim is denied due to misleading information.

Hello! This casino has achievements where if you complete a certain amount that you win a cash prize assigned to it. I am on the 3rd set of 10 achievements and one of the achievements is called "Prizeman". The description says "Take a prize place in any tournament (place 1-10). I did that, and the achievement was not credited/marked as complete. After contacting the support, the response I was given was "[I] should participate in internal tournaments only in order to be able to earn the achievement." I have no idea what this means, it does not state this anywhere, and they are misleading customers and misinforming players on what they need to do in order to complete the achievement. Even the support agent helping me admitted it was misleading!

Dear Miniwheats90,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify the situation.

Could you please specify the tournament you participated in and took a prize place in? Kindly send me a link or a screenshot showing the tournament.

Could you kindly click on the Terms and Conditions you see on the "PRIZEMAN" screen and send me a screenshot with all the rules fully visible?

When was the last time you communicated with customer support regarding the issue with your prize?

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

Best regards

Veronika

Hello! The tournament I took place in was the "Pre Euro Race Week V2 Tournament". I sent a screenshot of the email confirmation I received for participating in it. That terms and conditions link on that page wasn't specifically for the Prizemen achievement, it was rather just the T&Cs for achievements in general. The only info related to the Prizemen achievement on the whole site once again was that it said "Take a prize place in any tournament (place 1-10)". The last time I contacted was on August 7, 2024, with agent Zac where he told me the response that it was only internal tournaments that counted.

Thank you for your response. Was the tournament free or did you have to deposit to participate in it? What games did you play in the tournament?

The tournament was free to play in. I played in Speed Roulette during the tournament.

I understand your frustration with not receiving the achievement for the tournament you won. Ideally, the casino should clearly specify that "any" tournament refers only to "internal" tournaments to avoid such disappointments. However, since the tournament was free to enter and took place across multiple platforms, we are unable to proceed with your case. Please note that each casino operates under its own bonus policies and reward systems. Ultimately, the casino decides if you qualify for a prize, as it is considered a gift from the casino. We cannot compel casinos to provide specific rewards to you.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.