PowerUp Casino - A conta do jogador foi bloqueada.

Hello I have one there you could have locked it on the account there are 5500 euros played without a bonus. I verified ID and account statement you have accepted for proof of address should then upload the account statements of the last 3 months, which I also did afterwards you blocked the account and haven't contacted me yet livesupport say i have to wait can you help me ?? kind regards kai ****

moin ich habe dort ein konnte sie haben es gesperrt auf dem konto befinden sich 5500 euro ohne bonus gespielt .habe mich verifiziert ausweis und kontoauszug haben sie für adressnachweiss akzeptiert sollte dann noch die Kontoauszüge der letzten 3 Monate hoch laden was ich auch gemacht habe danach haben sie das konto geperrt und sich bis jetzt nicht gemeldet livesupport sag ich muss warten können sie mir helfen ??Mit freundlichen Grüßen kai ****

Dear kwittfot1,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with PowerUp Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, multiplayer)

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

hello the account has been blocked since friday i've been playing slots i've been registered in the casino for a long time i can't have reported the exact date and didn't want to log in at all no longer worked an error message came up deactivated from the administrator greeting kai

moin das konto ist seit freitag geperrt ich habe slots gespielt bin schon länger in dem casino angemeldet genaues datum kann ich nicht und gemeldet haben die sich garnicht wollte mich einloggen hat nicht mehr funktioniert kam eine fehler Meldung deaktiviert von Administrator gruss kai

I've been registered there since the beginning of the year

ungefähr seit anfang des jahres bin ich da angemeldet

I have already sent an email to customer service with no response

Habe auch schon eine email direkt an den Kundenservice geschrieben keine Antwort bis jetzt bekommen

now you have answered me i live alone i don't have a double account i don't use a vpn and i'm not a hacker i hope someone will help me

jetzt haben sie mir ganwortet ich wohne alleine habe kein doppel account benutze kein vpn und bin auch kein hacker ich hoffe das mir geholfen wird

Hello, they don't tell me the reason, they always send the same email, I'm desperate, I finally win and then this

Moin die sagen mir nicht den grund schicken immer die selbe email bin verzweifelt endlich gewinne ich mal und dann das

Thank you very much, kwittfot1, for providing the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

ok thank you i hope so too and as a supplement they have now transferred the 110 euros i paid back to my account

ok danke ich hoffe auch und noch als Ergänzung die haben mir die 110 euro die ich ein gezahlt habe jetzt auf mein konto zurücküberwiesen

Hi kwittfot1,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask PowerUp Casino to join this conversation and share more information regarding the case.

Can you please provide any reasons why the player's account has been blocked?

Thank you.

Best regards,

Tomas

Hello, so you refer to point 9.1 of your terms and conditions, but there are many reasons why you can be deactivated and you referred me back to point 9.1 when I asked. I can't say exactly why, mfg kai dierks

moin also sie beziehen sich auf den punkt 9.1 iher Geschäftsbedingungen da dort aber sehr viele gründe sind warum man deaktiviert werden kann und sie mich auf nachfrage wieder auf den punkt 9.1 verwiesen haben kann ich dss icht genau sagen warum mfg kai dierks

Dear Tomas,

Thank you for contacting us.

We would like to inform you that we have sent an evidence regarding the breach of our terms and conditions to your email: tomas.k@casino.guru

Please let us know if you have any further questions or concerns.

Sincerely,

PowerUp Casino

Dear kwittfot1,

I was provided with evidence supporting the casino's decision. Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions by providing bank statements that have been edited.

The casino acted correctly and within its terms and conditions.

Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

Thank you very much, PowerUp Casino, for providing the information and for your cooperation.

Best regards,

Tomas

We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties reach a fair conclusion.

Dear PowerUp Casino,

After collecting all the information from the player, we have decided to reopen this complaint because of the following:

1. The player was advised to compress the documents by your live chat agent in order to be able to upload them, which he did.
2. The player has provided me with bank statements in original PDF format, and we believe they are legit.

Considering the above, we would like to ask you to give the player another chance to verify himself once again by sending the documents to you via email.

Please let us know if that is possible and if you are willing to let him do so.

Thank you.

Kind regards,

Tomas

Dear Tomas,

Thank you for checking on it.

We kindly ask the customer to provide us the 3 months bank transaction history by responding to our recent email. We will provide an update as soon as we receive the document.

Thank you for your co-operation!

Sincerely,

PowerUp Casino

Dear kwittfot1,

Can you please follow the casino's instructions above? Please let me know once you do so.

Thank you.

Kind regards,

Tomas

hello yes I sent it yesterday morning after I got the email from powerup immediately mfg kai dierks

moin ja habe das gestern morgen nachdem ich die email von powerup bekommen habe sofort los geschickt mfg kai dierks

I also sent the bank statement from April with mfg kai

habe auch noch den kontoauszug von april mit geschickt mfg kai

Thank you for the information, kwittfot1.

Dear PowerUp Casino,

Can you please confirm if you have received documents from the player?

Kind regards,

Tomas

Dear kwittfot1 and Tomas,

We are glad to inform you, the account has been successfully verified and the balance has been re-credited back to your account.

The account is now active and can continue to play on our site or withdraw the balance according to the VIP level account limits.

Thank you for your cooperation and have a great day!

Sincerely,

PowerUp Casino

Dear powerup casino, I am very happy and I would like to thank you and casinoguru for your efforts, thank you mfg kai dierks

Liebes powerup casino das freut mich ungemein und ich möcht mich hier sehr bei ihnen und casinoguru für seine Bemühungen bedanken danke mfg kai dierks

Dear kwittfot1,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas