PowerUp Casino - Player’s struggling to complete account verification.

I won money and verification process been going for forever and my documents are not being checked

also they froze account

I do believe they are scamming me badly

it says player got 10 days for verification or looses all money I sent them

everything They asked and no movement happened

Dear Scaffolder,

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 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

It’s been days now only thing I am informed is that my documents are being reviewed. I go in chat they make me wait and give me no answer. All initial documents were fully approved then they ask for more and now it’s just saying it’s being reviewed.

there is no way that I am first complainer about this casino as they are crooks

every time I come

in chat they ask for something else but not reviewing documents it’s crazy

today is a selfie with transaction card yesterday selfie with id 2 days ago selfie with id and background of web site where I had to borrow computer to do

petronela am

i wasting

my tome

woth these guys as it seems that money will

never. Come

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

Hi Scaffolder,

I've just reviewed your case and fully understand your concerns about the verification process. I will contact the casino and we'll see what can be done to help you when it replies.

Dear PowerUp Casino, I'd like to invite you to join this conversation and take a part in the complaint's resolution. Could you please share more information regarding the player's case? Is it something wrong with the documents the player has provided for the verification? How long can it take?

Looking forward to hearing from you.

Best wishes,

Natalia

Hi Scaffolder, we've recently got information from the representative of PowerUp Casino, that your account was verified and the withdrawal was processed on 7/3/23. Please, let me know if you received your winnings yet? I really hope to hear some positive news from you 🙂

Regards,

Natalia

Since guru got involved power up did take care of it it is true. Everything now is fast and legit

No more complaints

Dear Scaffolder,

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,

Natalia