The player from Germany made a deposit of €35 and requested a withdrawal of €20, which has not been received after multiple attempts. Despite assurances from the casino's support and no pending KYC verification, the withdrawal request was eventually canceled without explanation, and a new request remains unprocessed.
PowerUp Casino - Player’s withdrawal request has been delayed.
Amount: €20
PowerUp Casino
Safety Index:HighSafety Index
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Case opened
Current status
Waiting for Casino Guru to reply
6d 20h 15m 12s
Case summary
3 hours ago
Public
Public
6 hours ago
Translation
Hello,
I registered at this casino for the first time on 16/10/2024 and made a deposit of €35.00 via Litecoin.
On 17/10/2024, I requested a withdrawal of €20.00, which I have not received to this day.
The casino's terms and conditions state in point 6.15 that withdrawals are processed within 3 business days.
As nothing happened, I contacted live support on 30/10, and they informed me that my withdrawal was still being processed and I would receive it once finalized.
On 01/11, I also sent an email and was told on 02/11 that my request had been forwarded to the finance department and the withdrawal would be processed as soon as possible.
Then, on 05/11, I received an email indicating that my withdrawal had been canceled. No reason was provided. On the same day, I submitted a new withdrawal request, and again, nothing happened.
On 12/11, I sent another email and was informed that my withdrawal was in the final processing step. I also mentioned that I would file a complaint with CasinoGuru otherwise, but I still have not received the withdrawal.
There isn't any pending KYC verification and I am not able to submit documents myself, as it states that verification is not required.
Therefore, I am asking for assistance because the casino is violating its own terms and conditions by not processing the withdrawal.
Thank you in advance for your efforts; I have attached all necessary documents.
Automatic translation:
Public
Public
5 hours ago
Dear PaulSeb,
Thank you very much for submitting your complaint. I’m sorry to hear about the issues you're facing with the withdrawal request at the casino, especially the delay and lack of communication regarding the cancellation.
To assist you further, I would appreciate some additional information:
- Withdrawal Status: You mentioned that your withdrawal request was canceled on 05/11 without any reason provided. Could you confirm if you received any further communication from the casino after that? Specifically, was there any explanation provided regarding the cancellation?
- New Withdrawal Request: After submitting a new withdrawal request on 05/11, have you received any updates from the casino on that request? If so, could you share the latest communication from them regarding the processing status?
- Account Status: Since you mentioned there is no pending KYC verification, could you confirm that your account is fully verified and there are no additional requirements from the casino to process your withdrawal?
Your cooperation is essential for us to move forward with your case and potentially resolve the issue. Without your input, we won’t be able to effectively mediate or take the necessary steps with the casino.
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,
Petronela
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