The player from Germany had been waiting for a withdrawal for less than two weeks. Unfortunately, his payout had not been received yet. After multiple attempts to withdraw his winnings of €3,500 via Ripple and Bitcoin, which were unsuccessful, he expressed dissatisfaction with the casino's service and requested to close his account. The account closure was eventually confirmed by the casino. The complaint had been marked as resolved by the Complaints Team.
PowerUp Casino - Player’s winnings haven’t been received yet.
Amount: €3,500
PowerUp Casino
Safety Index:HighSafety Index
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8.4
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 weeks ago
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1 month ago
Translation
Ladies and Gentlemen
I have repeatedly attempted to make a withdrawal of 500 euros, but each one is cancelled without any comprehensible reason.
I use the same method for withdrawal that I used to deposit (Ripple), which should not be a problem according to your policies. However, every time I use live chat I get a different explanation for the cancellation. Sometimes it's technical problems, sometimes they say Ripple is not available.
I expect a binding answer and a timely solution to this problem. Otherwise I will be forced to take further steps.
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1 month ago
Dear Pascal81,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
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1 month ago
Hello Pascal.
We are sorry to hear that you are experiencing problems with your withdrawal.
We apologise for the inconvenience and rest assured that we are doing our best to resolve this as quickly as possible.
I remember your request from last week and since then our support team has been working hard to find a solution.
I will provide you with an answer as soon as the support team can share it with me.
Thanks in advance for your patience.
Kind regards,
PowerUp Casino
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1 month ago
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I wonder why you didn't reply to the other message or all my emails!
What's the problem? A deposit via Ripple was possible, now I finally want to withdraw my money!
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1 month ago
Dear Pascal,
We would kindly request to check the email received and resubmit the withdrawal request following the steps.
If you have any additional questions don't hesitage to contact us.
Thank you for your cooperation.
Kind Regards,
PowerUp Casino Team
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1 month ago
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I did everything as it said in the email, but the payouts are still being cancelled.
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1 month ago
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For all of you reading this: this was my reply to the email:
Dear Support Team,
Thank you for your feedback. Unfortunately, my withdrawal via Ripple has repeatedly failed, even though I used exactly the same method that I used for my deposit.
I also tried it via the Chrome browser as indicated.
I would like a precise explanation of what exactly the "technical error" on the part of the payment service provider is and when a solution can be expected. Since your own guidelines stipulate that withdrawals must be made via the same method as the deposit, I expect that this will also be made possible without any further hurdles.
A change to another withdrawal method, especially a bank transfer, is not acceptable to me as this is not the originally agreed payment method.
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1 month ago
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Still no solution! I'm still being kept waiting.
finally pays the 3500€ and there is peace.
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1 month ago
Dear Pascal,
As I've replied to you in Askgamblers, our technical support team is doing their best at our side to understand the problem and help you with it.
I ask you a little more of your patiencie and thank you in advance for it. I will reply here as soon as I have any news to share.
Thank you for your cooperation.
Regards,
PowerUp Casino team
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1 month ago
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Dear Casino,
Thank you for the feedback. In my opinion, it is very bad service to make the customer wait over 11 days for the payout and also not to respond to emails.
A deposit with ripple worked, but a down payment didn't? How can that be?
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1 month ago
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Ladies and Gentlemen
My profit of €3,500 was determined on February 18th, at an XRP rate of around €2.40. Since the payout has not yet been made and the rate has now risen to €2.80, I am wondering on what basis the payout will now be calculated.
Is the payout based on the market value at the time or is the current price used? I would like clear and binding information on how this will be handled.
I expect a prompt response and a solution regarding the outstanding payment
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1 month ago
Dear Pascal,
I Apologize for this situation and I reassure that we are doing the best possible to resolve it quickly.
I will look for your XR`P rate question and will bring you a reply soon.
Thank you for your cooperation.
Regards,
PowerUp Casino team
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1 month ago
Translation
Hello,
Tomorrow it will be exactly 14 days that I have been waiting.
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1 month ago
Dear PowerUp Casino,
Is there any way to at least give the player a possible time frame for the withdrawal so we can know when can he expect the money?
Additionally, if there's been any issues, can you specify what kind of?
Looking forward to hearing from you.
Regards,
Nick
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1 month ago
Dear Pascal81,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
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1 month ago
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Hello Nick,
Unfortunately, there is nothing new yet. Every day I often request a withdrawal of €500, but these are canceled within 30 minutes.
Communication takes place exclusively here, emails are still not answered.
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1 month ago
Dear Pascal,
We would kindly request to use a different withdrawal option as the one using doesn't go through.
You will be required to make a minimum deposit from the same payment method, turn over the deposited funds and request a withdrawal.
I'm still waiting an answer about XRP prince and I will share it with you as soon as I have it.
About the not answered e-mails, could you please confirm if you are using the support@powerupcasino.com address?
Thank you for your cooperation.
Kind Regards,
PowerUp Casino Team
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1 month ago
Translation
Ladies and Gentlemen
Thank you for your reply. However, I insist that my withdrawal be made via Ripple, as I have already used the same method for my deposit. There is no understandable reason why this should suddenly no longer be possible, especially since your platform has previously accepted this payment method.
Furthermore, I will not deposit another cent just to request a withdrawal of my legitimate winnings. This requirement is completely unacceptable. I expect my withdrawal to be processed immediately.
Please confirm when I can expect the payment.
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1 month ago
Dear Pascal,
Thank you for all your patience and comprehension until now.
Since you've stated that it isn't possible to process your withdrawal with another option, I'm waiting for our support team to provide me new instructions to resolve your issue.
As soon as I have these new instructions, I will promptly share with you, looking forward to help you to complete your withdrawal.
Kind Regards,
PowerUp Casino Team
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1 month ago
Translation
Hello,
I tried a withdrawal via Bitcoin today, but nothing has arrived yet.
Please let us know as soon as XRP is working again.
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1 month ago
Dear Pascal81,
Did you make a minimum deposit with the BTC as it was advised by the casino?
Also was the BTC withdrawal canceled as well or is it still pending?
Please note that it is mandatory in order to request a withdrawal through a new payment method.
Awaiting your response.
Regards,
Nick
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1 month ago
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I tried it with Bitcoin, it didn't work either.
Now I have unfortunately lost the money…
It was clear that it was a bad casino!
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3 weeks ago
Dear Pascal81,
I’m sorry to hear that you have lost your balance.
Unfortunately, as it is the player’s decision whether to use the balance or wait for the withdrawal—especially if the casino is experiencing system issues—there is little we can do once the funds have been lost.
Please let us know if there is anything else we can assist you with.
Best regards,
Nick
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3 weeks ago
Hello Pascal.
Our support team are waiting for updates by e-mail so we can keep trying to resolve this withdrawal with you.
I apologize for this long period for a resolution, and please let me know if you have any problem with the e-mail conversation.
Regards,
PowerUp Casino
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2 weeks ago
Dear Pascal81,
What exact reason did you provide in order to close your account in the casino?
Have they made any progress in closing it?
Regards,
Nick
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2 weeks ago
Translation
Hello Nick,
It's obvious, the casino didn't pay out. So I lost the money after waiting three weeks.
I then requested that my account be permanently closed. Of course, this request was also diligently ignored.
powerupcasino is the worst casino I have ever seen.
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2 weeks ago
Dear Pascal81,
We would like to kindly confirm that you've played down the funds of the canceled withdrawal and there is not any active balance to proceed with.
Furthermore, as per your request, your account has been closed, you will no longer be able to log in from now on.
Kind Regards,
PowerUp Casino Team
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2 weeks ago
Dear Pascal81,
I'm sorry to hear that your balance has been lost.
Can you please confirm that your account is now successfully closed?
Awaiting your response.
Regards,
Nick
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2 weeks ago
Dear Pascal81,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Nick Bacon
Casino.Guru
