PowerUp Casino - Player’s document verification issue prevents withdrawal.

Hi

I struggle with my withdrawal. I had requested it since 10 Feb 2024, i can't upload my documents after I requested my withdrawal. After I requested a week I just noticed that I need to

verify my documents , there is no email to let me know that I need to verify. I had uploaded my documents on 15 feb ,as I had trouble with technical issue I can't upload my ID documents so customer service told me to upload via email, I did it 4-5 already my ID still not approved. Other documents just been approved yesterday (29 feb)It took over 2 week to approved the documents now almost a month to withdrawal a payment. My ID documents still not approved, I went to live support every 2-3 day but they can't help , I always got different answers, email not respond . Can you help me to resolve this issue. Thank

Dear KItran,

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 take KYC lightly and it might take a few working days to complete this thorough process. 

• Have you been informed what specifically seems to be a problem in verifying your account?

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

Best regards,

Petronela

Hi,Petronela

Since I upload my documents I never received any notice from the casino, I only can contact the live chat, but every time I went to live chat I alway got different answers such as I can't upload my ID documents they told me can sent via email , I did sent many times,and yesterday I'd been to live chat to check the process as my other documents was approved only my ID documents and transaction history (they mentioned that I had only 2 transactions shown but it were 3 , i had screenshort of those 3 transactions but I can't upload it so I sent those with my ID documents again via email) and live assistance told me that he had forwarded my documents to finance team. And today i checked my verification section it still required my id and transactions but not required the missing transaction just required e-wallet's transactions but I used only visa credit card to made deposit i don't understand why they require this ... so i went to live chat again this morning regarding about this ,they told me (their pertinent department

can only sprocess documents

that have been uploaded

through the document

verification service in my

profile) but I got technical issue to upload my documents, so what can I do ? I had upload my verification section...

I hope casino guru can help me to resolve this issue....

Thanks

Thank you very much, KItran, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear KItran,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite PowerUp Casino representative to join this conversation.

Dear PowerUp Casino,

Could you please clarify, what can be done to speed up the verification and withdrawal process?

Thank you in advance,

Mirka

Dear All,

Thank you for contacting us.

We would like to inform you that the customer still has to provide documents before verification can be concluded. The customer was sent an email with the request today.

Best regards,

PowerUp Casino

Hi,

As I had told that I had sent all documents many time but I got no response.

I had send those again now , hope you can speed up to process my verification and my withdrawal as it's been over a month now .

Dear KItran,

Thank you for submitting the documents.

In order for us to proceed with verification, we would like to kindly ask you to provide us with the following:

Alternative identity document or a driver’s license.

We will make sure to check the document with priority when you send it.

Thank you in advance.

Best regards,

PowerUp Casino

I had send my passport photo( included the photo that I hold my passport). Because my driver's license is too old (almost 10 years old it about to expire) so the photo is not clear, that's why I sent my passport instead...

Dear Mirka and Powerup casino

Powerup casino was required for Alternative identity document" or" driver's license. Wonder passport is not Alternative identity document?

I had got response from casino that mentioned "Even if your driver's license is about to expire, you can send it to us for review, or renew it and provide us with a fresh document."

It's not about the expire is bout the photo is not that clear, If I sent my driver's license with photo that not clear you will got a reason that my photo is not clear ,you will required the other document, that why I use passport for Alternative identity document because I don't want to wait anymore longer as I been waiting for over a month now just for account verify...

 I had play with other casino, when I withdrawal I send the same thing to verify my account , it took only 1 to 2 day to verify and approved my withdrawal, and Powerup casino took over a month to verify account even I had send all the document. Wonder who want to play with this kind of casino? Even if player lost and kept making deposits why don't you asked the same to verify before the payment approved?When we won the casino tried to delay the withdrawal ....until player run out of patience, they will cancel the withdrawal and might be lost all the money. That's the trick that some casino try to do it .

I understand casino need to check and verify the account for security reasons. But wonder passport including the photo I hold my passport is not enough to verify? Dont you think that was to long to verify one account?

Even in your verification section , passport can be the accept document . As I know you had received my passport identity document that I had send the photo of my passport (included the photo I hold the passport ) many times, but you still ask for other. Why my passport identity document can't be accepted? Can you tell me what is the reason that you asked for driver's license?

Dear KItran,

Have you been able to move forward in the verification process, or is it still uncertain, which documents the casino accepts as an alternative document?

Thank you

Hi Mirka

It still uncertain, the casino verification section is accepted passport and driver's license, I had send my passport document and the photo that I hold my passport, but they still ask for my driver's license (like I mentioned in the last comment☝️). I had send you an email (miroslava.d@casino.guru)

about this and I had descrip the reason that i don't want to use my driver's license to verify. Can you check your email please? This is the screenshort of the verification section.



Dear KItran,

I've sent you an e-mail, please check your inbox.

Dear Mirka

I've replied your email , please check...

Dear KItran,

Since your driver's license is needed to move forward with the verification process, I would advise you to try to contact the support, and inform them about the problem you mentioned in an e-mail. It is an unfortunate situation, but maybe it would help, if you made a verification call with the casino, where you would show them the driver's license, and maybe provided other documents, that would confirm your name (for example a birth certificate).

Let's hope, the casino will be willing to accept the verification call and understand your explanation.

Let me know how it goes.

Dear Mirka and Powerup casino

I had send my driver's license photo and the explanation. Hope Powerup casino can approved my account verification and my withdrawal soon as it's been almost 2 months now for the verify account.

Thanks

Dear KItran,

Have you been able to communicate with the casino about the option of a verification call?

Hi Mirka

I had send them my driver's license and all the reason and the option of the verify since last week I haven't received any response from casino yet.

Dear Customer,

Thank you for your email.

Please be informed that we sent you an email with a document request. Looking forward to your reply.

Best regards,

PowerUp Casino

Dear Powerup casino

I had replied your email and I had tried to upload my passport identity document from my table via casino verification section now is successfully uploaded just waiting for it to be reviewed.

Please check .

Dear Customer,

Thank you for your reply.

It appears that your passport does not have your signature on it. Could you please sign it and upload it again? We will make sure to check it with priority when you do so.

Thank you in advance.

Best regards,

PowerUp Casino

Dear Powerup

I had just signed it and uploaded to the website now.

Please check

Dear KItran,

Could you please confirm, if you have seen any progress in your verification process?

Thank you.

Dear KItran,

Thank you for submitting the document and your patience with this matter.

Your account on our website is now fully verified.

Best regards,

PowerUp Casino

That's a good news... thank you

But my withdrawal still in pending , when my withdrawal will be approved?

Regard

Hey KItran

This will be processed with in 24 to 48 hours now the verification process is complete.

Best regards

PowerUp Casino

Dear Mirka

My account is fully verified now, but I'm still waiting for my withdrawal to approve as it still in pending now.

Dear KItran,

Thank you for the updates.

Please inform me, when you receive your withdrawal.

Thank you.

Dear Mirka

I had received my withdrawal now.

Thank for helping me to resolve the issues.

Dear Powerup

Thanks for process my payment. I had received it last Wednesday.

Now I had another two withdrawal one was requested since 10/04 it been sitting under pending for more than 3day now wonder when it will be processed?

Regard

Dear Customer,

Thank you for your patience.

Please note our processing times are 24 to 72 hours during usual business day operating times.

1 transaction has already been processed and it seems one transaction has been cancelled on your account, so please try this withdrawal again.

Best regards,

PowerUp Casino

Dear KItran,

Could you please confirm, that you have received your withdrawal?

Thank you.

Dear Mirka

Yes I had received my withdrawal, you can close the case now . Thanks so much for your help

Dear KItran,

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.

Best regards,

Mirka

Casino.Guru