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Ladies and Gentlemen

I have repeatedly attempted to make a withdrawal of €500, but each one is cancelled without any comprehensible reason.

I withdraw using the same method I deposited with (Ripple), which should not be a problem according to your policy. However, every time I contact live chat I get a different explanation for the cancellation - sometimes it's technical issues, sometimes it's Ripple not available.

I expect a binding response and a timely solution to this problem. Otherwise, I will be forced to take further steps.

It is 3500€

Best regards

Pascal

Sehr geehrte Damen und Herren,

zum wiederholten Male versuche ich, eine Auszahlung in Höhe von 500 € vorzunehmen, doch jede einzelne wird ohne nachvollziehbare Begründung storniert.

Ich verwende für die Auszahlung dieselbe Methode, mit der ich eingezahlt habe (Ripple), was laut Ihren Richtlinien eigentlich kein Problem darstellen sollte. Dennoch erhalte ich im Live-Chat jedes Mal eine andere Erklärung für die Stornierung – mal sind es technische Probleme, mal wird behauptet, Ripple sei nicht verfügbar.

Ich erwarte eine verbindliche Antwort und eine zeitnahe Lösung dieses Problems. Andernfalls sehe ich mich gezwungen, weitere Schritte einzuleiten.

Es handelt sich um 3500€

Mit freundlichen Grüßen

Pascal

Dear pascal8124,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear Pascal,

We would kindly request to check the email received and resubmit the withdrawal request following the steps.

If you have any additional questions don't hesitage to contact us.

Thank you for your cooperation.

Kind Regards,

PowerUp Casino Team

Dear Casino,

As already mentioned, a withdrawal via Ripple does not work. I always have to use the same method as when making the deposit.

A bank transfer is not possible for me.

Liebes Casino,

wie bereits erwähnt funktioniert eine Auszahlung über ripple nicht. Ich soll immer die selben Methode verwenden wie bei der Einzahlung.

Eine Banküberweisung ist für mich nicht möglich.

Dear Pascal,

As I've replied to you in Askgamblers, our technical support team is doing their best at our side to understand the problem and help you with it.

I ask you a little more of your patiencie and thank you in advance for it. I will reply here as soon as I have any news to share.

Thank you for your cooperation.

Regards,

PowerUp Casino team

Dear Pascal,

We would kindly request to use a different withdrawal option as the one using doesn't go through.

You will be required to make a minimum deposit from the same payment method, turn over the deposited funds and request a withdrawal.

I'm still waiting an answer about XRP prince and I will share it with you as soon as I have it.

Thank you for your cooperation.

Kind Regards,

PowerUp Casino Team

Dear pascal8124,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

So far I am still waiting for my money, my withdrawals are still being cancelled.

My patience is at an end. Today is March 5, 2025!!

I have been waiting for payment since February 18th and am just being kept waiting.

Bisher warte ich noch immer auf mein Geld, meine Abhebungen werden nach wie vor storniert.

Meine Geduld ist am Ende. Heute ist der 05.03.2025!!

Seit dem 18.02 warte ich auf die Auszahlung und werde nur hingehalten.

Dear Pascal,

Thank you for all your patience and comprehension until now.

Since you've stated that it isn't possible to process your withdrawal with another option, I'm waiting for our support team to provide me new instructions to resolve your issue.

As soon as I have these new instructions, I will promptly share with you, looking forward to help you to complete your withdrawal.

Kind Regards,

PowerUp Casino Team

The complaint will be now closed due duplicity.