PowerUp Casino - Player’s withdrawal is delayed.

Dear Casino Guru,

I hope you can assist in resolving a matter with this Casino that does not pay please. All my account is verified with one issue and they are not resolving it or paying out. For the last month i have uploaded and emailed the casino several times. They wanted to see transactions on my skrill account for July. I have specifically told them numerous times and they can clearly see on my lifetime skrill statement i sent them that my account opened on the 2nd September 2024 so i cannot give them this. When i chase my withdrawal of only 500€ as they have limits i am told it is at the final stage for processing all this time. Way over a month. Even today i went in chat and they ask for July statement again.

Dear pattyd,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Have you successfully withdrawn money using Skrill before?
• Did you deposit using Skrill?
• Did you accumulate your winnings with or without an active bonus?
• Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Dominika

I had a 240€ bonus yes with a 200€ deposit via Skrill. I withdrawn 500€ being the limit. Not got anything yet. Sent them lifetime skrill document which they can clearly see my account was set up 2nd September and they ask for skrill transactions for July. Now they are completely non responsive to me nor paying out.

Dear Guru,

Still exactly the same with this Casino asking for skrill transactions for a month that the account was not even open. Must be 11 times i have told them account opened September not July and still doing it.

I had a reply from them.

Hercules (peachhelp)

9 Oct 2024, 14:23 EEST

Dear Patrick,

Thank you for contacting our Customer Support service!

We would like to inform you that in order for the withdrawal to be processed, you were requested to verify the Transaction History of your Skrill account from July, while presenting the top up as well.

Please be informed that without the verification, the withdrawal will not be processed.

We hope this email was helpful to you.

Kind Regards,

Customer Service

Thank you very much, pattyd, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello, pattyd!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

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.

We are extending the timer for 7 more days, as it seems like there is some kind of communication problem with an e-mail.

Thank you for your patience, pattyd!

Dear all,

Thank you for your patience.

We want to clarify that customer withdrawal was on hold due to the ongoing verification of his gaming account. We are happy to inform you that his gaming account is verified now and his withdrawals should be with him very soon.

If you have any additional questions don't hesitate to ask us.

Best Regards

PowerUpCasino Team

Thank you, PowerUpCasino Team!

pattyd, can you confirm that you have received your withdrawals?

Yes 2 payments received. Please keep open until they pay me all!

pattyd, how is the progress on your withdrawals?

We are setting the timer for 14 more days, so the player informs us only once when they receive the full amount.

Hi pattyd!

How is the progress with your payments?

payment still ongoing.

pattyd, are you being paid out? If your withdrawals take a long time to get approved or get cancelled, I will rather invite the casino and ask why is this happening.

payment still ongoing.

Could you please tell how much is left and how much have you withdrawn already? So I set the timer for the according time. Also, it may happen that casino imposes lower withdrawal limits on some players and this could be an issue.

Dear all,

Thank you for your patience.

We want to update that 2 withdrawals were completed and there is 1 left which is still in process, but running as expected.

If you have any additional questions don't hesitate to ask us.

Best Regards

PowerUpCasino Team

Dear pattyd,

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.