PowerUp Casino - Player's winnings cancelled and account closed.

I was playing at Powerup Casino and won 1300 euros; it was on the 15th of January 2024 when I made the deposit and the withdrawal. I withdrew 500 euros. Then I waited for my winnings and sent the required documents. A couple of days later, they sent me an email saying that my winnings had been cancelled and my account was closed. They told me that my account failed to pass the terms under 9.1 verification, therefore my winnings were voided. After that, I tried to send them an email as I wanted to know what I did wrong, but they stopped responding to me. Now it's the 31st of January 2024 and I still haven't received a response.

Can they close my account on the assumption that I'm playing with my friend's money because he does deposit money into my account but it is a loan from him to me?

I am extremely disappointed in the casino because they also do not provide additional information via live chat.

Hello Ooveri,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with PowerUp Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly was the verification process ongoing? Which documents did you send to the casino since the process begin? Were all the documents provided under your name belonging to you? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

I made a deposit to the casino on January 15, 2024. I received a 200% bonus from them via email. I made a deposit of 20e. I recycled the bonus and in the end the winning balance was 1300e and I withdrew 500e because they have a limit on withdrawals.

I was waiting for the repatriation to be approved and on January 16, 2024 I asked them why the repatriation has not been approved. I asked if you need the documents and they answered that you have to send the documents.

I downloaded the documents. A photo of the driver's license, phone bill, bank statement for 2 months, and a photo of my online bank. all documents were in my name. After I had uploaded the documents, I waited a couple of days but nothing happened. On January 18, 2024, I could no longer access my account and asked why. they replied that they could not give more information. And that my ID is locked forever.

After that I emailed them but they didn't reply.

On January 19, 2024, I asked in live chat whether they will pay my money even though my account is closed, then I received the following email from them:

Dear Anton,

Thank you for contacting our Customer Support Team.

We would like to inform you that as per the finance team your account has been closed without the possibility to reopen it, as your account did not pass verification as per terms and conditions 9.1

Your winnings have been voided.

Your cooperation and understanding in this situation are truly appreciated!''

I last spoke with live chat on 31/01/2024 and asked when they will respond to my email, they said as soon as possible.

Here's another message I've put in their support email:

''I played at powerup Casino and won 1300e, day was 15.1.2024 when I did deposit and withdrawl. I did 500e withdrawal. After that I waited for my winnings and sent the requested documents. a couple of days later you send me an email that winnings have been canceled and my account closed. you told me that my account did not pass verification as per terms and conditions 9.1 and my winnings have been voided.

I haven't done anything wrong and I just want my win so I can move on with my life.

In case you think I was using someone else's money, I have just taken a loan to my friend. i still had used my own money. so tell me what i have done wrong.''

Thank you Ooveri for all the information provided. I will now forward your complaint to my colleague Stefan (stefan.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Ooveri,

I am so sorry to hear your account got blocked. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a PowerUp Casino representative to join this conversation and participate in resolving this complaint.

Dear PowerUp Casino,

Could you please state why the player's account got blocked without the obligation to pay the player the funds?

Thank you in advance for providing the information.

Kind regards,

Stefan

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Stefan,

Thank you for contacting us. We sent all the details and evidences of the customer’s account to your email. Looking forward to hearing from you.

Best Regards,

PowerUp Casino

Dear PowerUp Casino,

Thank you for your response and the information provided.

Could you state if the other person has an account in your casino?

Hello Ooveri,

Could you clarify why your friend sent you the exact amounts you have deposited into your casino? What were the reasons he was sending you the funds?

I'll be awaiting your reply.

I've just borrowed money from my friend and then I've been playing in the casino. Not with the intention of playing for a friend.

And when I've ever won, I've paid back my debt to him. It shouldn't matter what money you play with, as long as that money comes from my own account.

Dear Stefan,

We sent the additional information to your email.

Please let us know if you have more questions.

Best Regards,

PowerUp Casino

Hello Ooveri,

Could you provide us with the bank statement where we can see the transactions between you and your friend? Did you and your friend have any transactions between you other than the ones you used as a casino deposit? You can send it to my email address stefan.m@casino.guru.

I am looking forward to your response.

Now that's enough for me. I'm not going to send anything anymore! I have been trying to get my money for 2 months. And I haven't received them. I can say that I will no longer deposit money in any casino. Such sites ruin the reputation of others. If you want to close my case, you can.

Hello Ooveri,

If you want to close the complaint, we will respect your decision. But I would recommend you to cooperate with us and provide us with the bank statement.

I am looking forward to your response.

I have replied to the email

Dear PowerUp Casino,

I have reviewed the bank statements provided by the player and his friend was sending him the funds multiple times but only a few of them were deposited to the PowerUp Casino. The player has argued that he has borrowed the funds from his friend. Could you comment on this?

I'll be awaiting your reply.

Dear Stefan,

The customer has disclosed that they borrowed funds from a friend for the purpose of engaging in casino activities. According to their statement, they repay the debt to their friend whenever they win which means they use funds not belonging to them in playing on our platform. Such actions constitute a breach of our terms and conditions outlined below:

9.1 The Website may only be used for personal entertainment purposes only. The following activities are strictly prohibited and will be considered a material breach of these General Terms and Conditions:

- engaging in any fraudulent activities, including, without limitation, using any credit/debit cards or other payment methods or funds not belonging to you, cases were funds are recalled/disputed;

We kindly request your assistance in addressing this matter.

Looking forward to hearing from you.

Best Regards,

PowerUp Casino

Hello Ooveri,

I have reviewed the bank statements and it really looks like you were playing with the friend's money. Could you provide us with proof of income? Without proof of income, I am afraid the casino has the right to not pay you any funds due to AML (anti-money laundering).

I am looking forward to your response.

Let's end this case. You can close it.

I have another bank account where my income goes. I emailed you proof of income.

Hello Ooveri,

Are you sure you want to close the complaint?

I'll be awaiting your reply.

Not yet, check your email, if it doesn't help then there's nothing you can do but stop

Hello Ooveri,

Thank you for your response and the information provided. We will discuss the case internally with the team and I will let you know about the outcome.

Your patience is much appreciated.

Hello Ooveri,

I have discussed the situation with our team and we concluded that it will be hard to prove that you haven't played with your friend's money. I am afraid that the complaint will have to be rejected.

If you do not agree with this decision you can still contact the Curacao Antillephone N.V. Authority and submit a complaint to them (certria@gaminglicences.com and/or complaints@gaminglicences.com). Please note it is a rather passive licensing authority and you can wait a long time for an answer.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

Kind regards,

Stefan