PowerUp Casino - Player struggles with account verification.

Cant't verify my account. They are not answering e-mails.

They want tranaction history in pdf format. I have downloaded it from banks site. Not is suitable because they want specific dates. I can only provide full month history.

And is not suitable beacuse casino says it is not in choronological order. It is in chronological order. First pay ins and then payouts in chronological order.

Hello tpylkkanen,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with PowerUp Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Identity and address are verified. I spoke at chat about a week ago.

Hello tpylkkanen,

Can you please clarify since when exactly is the verification ongoing? When did you forward them the full transaction history?

One month ago

Thank you tpylkkanen for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello tpylkkanen ,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this. I would appreciate it if you could forward me the bank statement (michal.k@casino.guru) you have sent to the casino team to establish if it misses the usual required information.

We would like to invite PowerUp Casino to join the conversation.

Dear PowerUp Casino,

Can you please provide information as to why is the player's bank statement not suitable for your verification procedure? What specific information must be visible in the bank statement?

I sent the bank statement to Michal

Dear tpylkkanen,

Thank you for your email, I have received your bank statement successfully. I kindly request your patience as we await a response from PowerUp Casino.

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.

Verification was successful

Dear tpylkkanen,

Thank you for the update. As the verification was successful, I believe your withdrawal should now be processed without any further issues. Please let me know once the withdrawal is processed and you have received the funds.

I let you know

Dear Customer,

We would like to inform that your withdrawal has been successfully paid. Therefore, we consider the case to be resolved from our side.

Best Regards,

Customer Service

The money came, everything is fine

Dear tpylkkanen,

Thank you for the confirmation. I'm glad to hear that you successfully received the funds.

As the complainant confirmed that they have received the funds, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would 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 and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino Guru