The player from Germany had made a deposit of €35 and had requested a withdrawal of €20, which had 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 remained unprocessed. The issue was resolved after the player submitted the required verification documents, and the casino confirmed that the player's account had been verified and the withdrawal had been completed. The player received the payment on December 9, 2024.
PowerUp Casino - Player’s withdrawal request has been delayed.
Amount: €20
PowerUp Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 week ago
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1 month 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.
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1 month 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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1 month ago
Translation
Hello Petronela,
First of all, thank you for your quick response!
To your questions:
- Withdrawal status : I have not received any further notification or reason for the cancellation of the first withdrawal request. The casino did not respond to the question of November 12, 2024 and only said that the second withdrawal was already in the final processing stage
- New withdrawal request : As written above, I received feedback on November 12, 2024 regarding the 2nd withdrawal request that it was in the final processing stage.
- Account status : I can confirm that there is no KYC verification pending and there are no other requirements from the casino for withdrawal.
I hope I have answered your questions sufficiently. If you have any further questions, please feel free to contact me!
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1 month ago
Thank you very much, PaulSeb, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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1 month ago
Hello, PaulSeb!
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!
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3 weeks ago
Dear all ,
Thank you for your patience.
Kindly be informed that customer would have to verify his gaming account first before his withdrawal is complete, we would kindly ask the customer to login to his gaming account go to verification page and upload the requested documents in there .
Best Regards
PowerUp Casino
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3 weeks ago
PaulSeb, please, let us know if you are still unable to submit your documents.
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3 weeks ago
Translation
Hello Pavel,
I was able to submit all the necessary documents and am waiting for approval.
However, this is the first time that the casino has requested verification. Before the casino responded to this complaint, the verification area was blocked. It said that no verification was currently required and no documents could be submitted.
Once the verification is complete and the payout has been processed, I will give feedback here again.
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2 weeks ago
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Hello Pavel,
Unfortunately, the verification is still pending.
I had to upload a photo of my passport, proof of address and a selfie with the passport. The first two proofs were approved, the selfie was rejected twice.
When the selfie was first rejected, I was told to upload a selfie with the PowerUP Casino website in the background.
I was surprised by this, as this requirement did not exist when I uploaded the first selfie, but I did it.
A few days later I logged into the casino again and saw that the second selfie had been rejected. I didn't receive an email about this and wasn't given a reason.
I then contacted the live chat yesterday and wrote there for a whole 25 minutes. But to no avail, because the employee couldn't give me a real reason. She said that I should upload a selfie with my ID card instead of my passport. When I wrote that the passport had previously been accepted by them as an identity document and was also an official ID document, I was told that I should otherwise take a very close-up photo. I wrote that I could do that, but then I wouldn't be able to see the casino website anymore because there was no space for a monitor in the background.
She then said that she had no further information about the problem and that I should write an email.
I then wrote an email on December 2nd and am still waiting for a response.
I have sent you the correspondence by email.
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1 week ago
Hello, PaulSeb!
Thank you for the information! Could you, please, send both selfie to my e-mail as well? I will check it out to see if I can find what casino did not like.
Meanwhile, PowerUp Casino, can you give a comment on what exactly has been the problem with player's selfies/
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1 week ago
Dear All,
Kindly be informed that customer gaming account is verified and his withdrawal is complete and paid out on our side.
Best Regards
PowerUp Casino
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1 week ago
PowerUp Casino , thank you for the news!
PaulSeb, please, let us know when your withdrawal will be received!
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1 week ago
Translation
Hello Pavel,
I received my payment yesterday (09.12.2024).
Thank you very much for all your support in this complaint!
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1 week ago
Dear PaulSeb,
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,
Pavel Kaczynski
Casino.Guru
