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

Power up casino simply does not pay my winnings of 300 reais, they ask me for verification, they keep dragging on for days and then when the deadline comes, they ask me for documents that I don't even have to send! They asked me for dozens of documents I am deeply irritated and unhappy I have already given up on making my withdrawal they do not pay! This casino is a scam! Never again will I deposit at any casino that is owned by the same administrator as Power up! fraudulent casino

Dear Alana,

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.

Could you please advise which documents the casino requested and which documents you have already provided? Have you provided all the required documents as soon as possible and in the correct format?

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,

Kristina

Dear Alana,

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.

Hello! I already provided all the documents now they accepted the identification ones but the proof of address they don't accept any of what I send I only have two proofs of address in my name and none of you accept them! Please solve my question I have been trying to receive my earnings since 02/03, which was only 300.00. This is nothing. Thank you if you pay me the amount due. Why don't you accept proof of address? I already sent the ones I had in my name

Thank you for your reply, Alana. Did the casino clarify why your proof of address was rejected? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.

My account has finally been verified! After almost 1 month of trying to verify! I still haven't received my withdrawal but as soon as I receive it I will post it here! They promised that I would receive it on 03/31 I will be waiting for a reply soon with answers if I managed to receive my amount or not

I received my withdrawal problem solved! Thank you casino guru for the opportunity to expose my problem! I managed to solve! Almost 1 month waiting to verify my documents, it was finally verified and I received my winnings! Case solved! I started the withdrawal request on 03/03/2023 I received it on 03/31/2023

Dear Alana,

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,

Kristina

Casino.Guru