1 year agoOriginalTranslation
Payout of €20 took over 7 weeks, only a CasinoGuru complaint helped me move forward!
When I still hadn't received the requested withdrawal after more than 10 days, I contacted support. They always told me that the withdrawal was supposedly in the final processing step, but nothing happened even after several inquiries. After almost 3 weeks, the withdrawal request was canceled without giving a reason and the game started all over again.
Since nothing happened again, I then filed a complaint here. The casino was then asked to comment and justified the delay in the payout with a pending KYC procedure.
However, the KYC was only requested with this answer; before that it said that no verification was currently necessary and I was never told otherwise.
The KYC is exactly the same as the withdrawal. The uploaded selfie is suddenly rejected for no reason, and you are not even informed.
Then I was in the live chat for 25 minutes and they couldn't give me a reason, or they thought of possible reasons later until they told me to contact email support. I did that and they said it had to be checked. There were no further updates on this.
The casino was then asked again for a statement and then suddenly the selfie was accepted and the payout approved.
Without the CasinoGuru complaint, I certainly still wouldn't have the money!
When I still hadn't received the requested withdrawal after more than 10 days, I contacted support. They always told me that the withdrawal was supposedly in the final processing step, but nothing happened even after several inquiries. After almost 3 weeks, the withdrawal request was canceled without giving a reason and the game started all over again.
Since nothing happened again, I then filed a complaint here. The casino was then asked to comment and justified the delay in the payout with a pending KYC procedure.
However, the KYC was only requested with this answer; before that it said that no verification was currently necessary and I was never told otherwise.
The KYC is exactly the same as the withdrawal. The uploaded selfie is suddenly rejected for no reason, and you are not even informed.
Then I was in the live chat for 25 minutes and they couldn't give me a reason, or they thought of possible reasons later until they told me to contact email support. I did that and they said it had to be checked. There were no further updates on this.
The casino was then asked again for a statement and then suddenly the selfie was accepted and the payout approved.
Without the CasinoGuru complaint, I certainly still wouldn't have the money!
- design
- payout period
- KYC procedure process
- Support
Automatic translation:
PowerUp Casino
11 months ago
Hi Paulo Seb,
We are deeply sorry for the frustrating experience you had with your withdrawal and the time it took to resolve. Our aim is always to ensure that payment processes are completed quickly and efficiently, and we are sorry for any inconvenience this may have caused.
KYC verification is an essential step to ensure the safety of our players and compliance with regulations, but we understand that in this case there was a lack of clarity in the communication and support provided. We are reviewing our internal processes to prevent situations like this from happening again and to make verifications and payments more agile and transparent.
We appreciate your feedback and your time in reporting this situation. We hope that, despite this setback, we can offer you a more positive experience in the future.
If you need any further assistance, we are at your disposal.
Sincerely,
PowerUP Casino.
We are deeply sorry for the frustrating experience you had with your withdrawal and the time it took to resolve. Our aim is always to ensure that payment processes are completed quickly and efficiently, and we are sorry for any inconvenience this may have caused.
KYC verification is an essential step to ensure the safety of our players and compliance with regulations, but we understand that in this case there was a lack of clarity in the communication and support provided. We are reviewing our internal processes to prevent situations like this from happening again and to make verifications and payments more agile and transparent.
We appreciate your feedback and your time in reporting this situation. We hope that, despite this setback, we can offer you a more positive experience in the future.
If you need any further assistance, we are at your disposal.
Sincerely,
PowerUP Casino.
