A player from Greece having a problem with a casino refuses to verify his transaction history, despite providing it in the requested format. Also, they've not responded to his emails about the issue. We were forced to close this complaint because the player lost all their winnings.
PowerUp Casino - Player's struggling to pass the verification.
Amount: €5,000
PowerUp Casino
Safety Index:HighSafety Index
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8.4
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Case closed
Our verdict
Other
REJECTED
Case summary
1 year ago
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1 year ago
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Good evening, I'm having an issue with this specific casino. Even though they have successfully verified all the other details, they are not verifying my transaction history. They're asking me for my transactions of October, from the 1st to the 31st, in a pdf format. I have sent them this information in both pdf and screenshot formats, and yet they continue to reject it. Additionally, I have sent them emails to which they have not responded. Please help me resolve this issue and receive my money. Thank you.
I can attach all the proof that I've sent to them thus far from my bank which issued it to me.
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1 year ago
Dear nikosthegreek,
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.
Do I understand correctly that verifying the transaction history seems to be the only obstacle standing between you and successful verification? Did the casino explain what was wrong with this document or why it wasn't approved?
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
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1 year ago
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because I also talked to the support of the streamer from where I got the link to enter powerupcasino and he told me that it was a bug on their site. they have my iban wrong on their site and you can see it for yourself, they tell me we want the transaction history for the specific iban they have written wrong, I clearly show them that my deposit was made by another iban, take a look here are the photos, and blur the photos a little so they don't show
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1 year ago
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they have also identified my card on their site, it shows that it has been approved, and this card is only linked to this iban account,
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1 year ago
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also so that you don't ask me, I have only made one deposit on the site of 195 euros which I show in the screenshot above the photos I sent you, with this I also won the money
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1 year ago
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a new update is that I lost all the money earned, I give them the worst score there is, they are the best at taking money, the worst at giving,
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1 year ago
Thank you for your reply, nikosthegreek. I am sorry to hear that. Sadly, since you wagered your winnings, I’m afraid, there is not much we can do for you. The player is the only one responsible for their account, active balance, and all the bets taking place. I understand that this would have never happened if you could withdraw on the first attempt but at this point, we cannot ask the casino to refund your lost winnings.
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.
