PowerUp Casino - Player’s withdrawal has been delayed.

I made a withdrawal on October 29th. In the chat, they told me that the withdrawal would take three business days from the day the request was made. Today is Friday, which makes it the third business day. However, today in the chat they told me 3 to 5 business days. It's obvious they're giving the same copy-pasted response repeatedly. The reason is obvious—they want to delay it because the weekend is coming up, hoping I’ll cancel the withdrawal and lose the money, as they don’t process withdrawals on weekends. However, with my previous withdrawal, they completed it on the second business day (I submitted the withdrawal request on Friday, and by Tuesday at 9 AM it was processed). But, of course, that was only €200... I also have screenshots if you need the withdrawal reference numbers. Thank you. Very disorganized casino.

Dear mk99,

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.

They have not asked me for verification and I am very afraid that I will lose my money

They are mocking me in my eyes.. Shame.

I have been fighting all day yesterday (3rd working day) and today (non working day) to get the money and all I get are the same answers. Really just frustration to be made fun of in front of you..

6 days and I still haven't received the money...

People are thieves. How can two people with the same photo have different names in the chat? 🤷

Please intervene right now! These guys are thieves..

I asked to speak to someone higher up and this was the response. In this email, they themselves answer the same, so they are lying to me in my eyes.

They closed my account.... Help!

Intervene now!!!

After a lot of pressure i got them. Bad casino

Dear mk99, 

I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you. 

As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues. 

Thank you so much for your time. 

Best regards, 

Casino.Guru