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Good morning,

On 13/04/2023, I won approximately 2500 euros while playing slots at Powbet Casino.

I would like to state that I have been a customer of theirs for years and have never encountered any problems, and I have made dozens of withdrawals on their platform without any issues.

The day after the win, I noticed an unusual withdrawal request that didn't seem to be made by me, so I contacted the support team. They immediately deactivated my account, stating that they were conducting fraud checks.

I can confirm that a withdrawal of 500 euros was made on 17/04/2024. The same day, I was notified that the fraud checks were completed and no suspicious operations were found.

In addition to this, they informed me that I had to promptly send the requested documentation to unblock my account, or else my account would be closed and the balance of approximately 2000 euros would be deducted.

In all this, I hadn't received a single email detailing the documentation I needed to provide.

Today, after multiple reminders, I received an email asking for proof of address, proof of an e-wallet account, and front and back photos of two cards used.

I promptly provided the first two documents today, explaining that the two cards would be more difficult to provide as they have been expired for years.

A few moments ago, I asked for information from live chat, and was informed that my account had been closed for administrative reasons.

I simply want to recover my money.

Buongiorno,

il giorno 13/04/2023 ho effettuato una vincita di circa 2500 euro giocando su slot all’intento del casinò Powbet.

premetto che sono loro cliente da anni e non ho mai avuto alcun tipo di problema, inoltre ho effettuato decine di prelievi sul loro portale senza mai riscontrare problemi.

il giorno successivo alla vincita ho notato una richiesta di prelievi insolita che non sembrava eseguita da me motivo per cui ho scritto al supporto che ha immediatamente disabilitato il mio account dicendomi che erano in corso delle verifiche antifrode.

Nel mentre dichiarò di aver ricevuto un prelievo di euro 500 il 17/04/2024, lo stesso giorno mi viene notificato che le verifiche antifrode sono terminate e non sono state riscontrate operazioni sospette.

Oltre a questo mi informano di dover inviare tempestivamente la documentazione richiesta per eseguire lo sblocco del mio conto e che se non fosse stato fatto il mio account sarebbe stato chiuso e il saldo di circa 2000 euro sarebbe stato dedotto.

In tutto ciò non avevo ancora ricevuto nemmeno una mail nella quale fosse riportata questa documentazione da fornire.

oggi dopo svariati solleciti mi è arrivata una mail nella quale mi si richiedeva prova di indirizzo, prova di un conto e-wallet e inoltre la foto fronte retro di due carte utilizzate.

Oggi ho fornito prontamente i primi due documenti spiegando che per le due carte sarà piu difficile in quanto scadute da anni.

pochi istanti fa ho richiesto informazioni alla live chat dalla quale mi hanno informato che il mio account risulta chiusa per ragioni amministrative.

Vorrei semplicemente recuperare i miei soldi.

Hello Gianchamp92,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Powbet 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? Would it be possible to at least get some confirmation from your payment provider that those cards belonged to you? Did the casino respond anything regarding those expired cards?

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

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Good morning Nick,

the verification process started two days ago, the strange thing is that initially the account was disabled, since yesterday I saw that it was actually closed for administrative reasons.

For the cards I would have to go to Banca Intesa so I think the time would be much longer.

Buongiorno Nick,

il processo di verifica è iniziato da due giorni, la cosa strana è che inizialmente il conto era disabilitato, da ieri ho visto che è stato proprio chiuso per ragioni amministrative.

Per le carte dovrei rivolgermi a banca intesa quindi penso che i tempi si allungherebbero di molto.

Good morning,

To date I still haven't received any news regarding document verification and 12 days have passed, I haven't even received any responses from support for 48 hours.

One positive thing is that the second withdrawal of 500 euros in the queue was strangely processed.

For now, however, I remain with the account disabled and 1500 euros in the gaming account that cannot be withdrawn.

Buongiorno,

ad oggi non ho ancora avuto nessuna notizia riguardo la verifica dei documenti e sono passati 12 gg, non ricevo nemmeno più risposte dal supporto da 48h.

Una cosa positiva è che il secondo prelievo di 500 euro in coda è stato stranamente evaso.

Ad ora comunque rimango con l’account disabilitato e 1500 euro sul conto gioco non prelevabili.

Thank you Gianchamp92 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 Gianchamp92,

I'm Michal and I have taken over your complaint. I have reviewed this case. Please forward me all related communication you had with the Powbet team regarding this case at michal.k@casino.guru. I will contact the casino to shed more light on this matter.

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

Dear Powbet Casino,

Can you please provide more clarification on why the player is required to provide old bank cards when they supposedly have not been used for years? If the information can't be shared publicly, please forward it to me at michal.k@casino.guru 

Hi Michal,

thank you for your help, I forwarded the very long conversations with support via email, you will see that I had to open two calls because they had not given me any response to the first one for about 10 days, yesterday I had to send again some documents that had been sent to me already requested 10 days ago.

with all sincerity I am no longer interested in playing at the casino, I just want to recover the approximately 1500 euros in my account.

Ciao Michal,

grazie per il tuo aiuto, ti ho inoltrato via mail le lunghissime conversazioni con il supporto, vedrai che ho dovuto aprire due chiamate in quanto alla prima non mi davano più riscontro da circa 10 gg, ieri ho dovuto nuovamente inviare dei documenti che mi erano stati richiesti già 10 gg fa.

con tutta sincerità non mi interessa più giocare sul casino, voglio solo recuperare i circa 1500 euro presenti sul mio conto.

Good morning Michal,

yesterday for the 4th time the site support asked me to send the missing documents, I have already sent everything several times, as specified it was not possible for me to send the photo of a card used more than a year ago as it is no longer in my possession.

I have already replied to the casino that I honestly no longer have any interest in activating my account, all I would need is for them to send me my remaining balance of around 1500 euros

Buongiorno Michal,

ieri per la 4 volta dal supporto del sito mi è stato richiesto di inviare i documenti mancanti, ho già inviato tutto più volte, come specificato non mi è stato possibile inviare la foto di una carta usata più di un anno fa in quanto non più in mio possesso.

ho già risposto al casinò che sinceramente non ho più interesse nell’attivazione del mio account, mi basterebbe che mi inviassero il mio saldo residuo di circa il 1500 euro

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.

Dear Gianchamp92,

Just to give you a quick update. I'm in contact with the casino representative. I understand your point in not fully understanding why the casino team is requesting you to provide information about a bank card that you don't use anymore and that expired a long time ago, however, as a part of the Know Your Customer (KYC) and Anti-Money Laundering (AML), the casino is entitled to request information about all the payment methods you used to fund your account, as it's mentioned in the casino terms and conditions.

Verification of your age, identity, and other checks

5.1 You must provide us with all information that we may request in order to manage your account, verify your identity or the source of the funds deposited to your account. This includes (but is not limited to) properly certified ID, proof of residence, proof of ownership and transaction histories of the payment methods used, including bank or credit/debit card statements etc.

I am currently in discussions with the casino team to explore potential solutions to effectively address this obstacle.

Thank you very much Michal,

I would simply be able to withdraw my funds, the fact that I have been their customer for years and have already made a lot of withdrawals I hope it can help

Grazie Mille Michal,

mi basterebbe semplicemente poter prelevare i miei fondi, il fatto che io sia loro cliente da anni e che abbia già eseguito molto prelievi spero che possa essere d’aiuto