Powbet Casino - A conta do jogador foi encerrada.

Dear Casinoguru Team,

Last Saturday, on 11.11.2023, I created an account, initially lost a lot of money, then won big. Subsequently, I deposited a substantial amount. I placed sports bets and played in the casino. By Wednesday, 13.11, my account balance was still at €6000. €500 has already been paid out to my Sparkasse account, but two more transactions of €500 each are still outstanding (please, see attached images). My account was then unexpectedly closed by the administration on Wednesday afternoon, as stated by Powbet. I truly am at a loss and need assistance. I'd like to withdraw my money, after which Powbet is free to close my account.

Best regards,

Tobi

Liebes Casinoguru Team,

ich habe mir letzten Samstag 11.11.2023 einen Account erstellt und habe viel Geld verloren aber dann richtig gewonnen. Demnach habe ich viel eingezahlt. Ich habe sowohl Sportwetten getippt als auch im Casino gespielt. Mein aktueller Kontostand war am Mittwoch 13.11. noch bei 6000€. 500€ sind bereits auf meinem Sparkassenkonto ausgezahlt worden aber 2. weitere Aufträge mit 500€ sind noch nicht ausgezahlt worden (siehe Bilder). Ab Mittwoch Mittag wurde mein Account dann unbegründet geschlossen von der Administration, wie Powbet mir geschrieben hat. Ich bin wirklich ratlos und benötige Unterstützung. Ich möchte mein Geld auszahlen, von mir aus kann Powbet danach meinen Account schließen.

mit freundlichen Grüßen

Tobi

Dear Tobinator_9,

Thank you very much for submitting this complaint. I'm sorry to hear about your issue. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please confirm if you passed the full KYC verification?

Have you received any explanation from the casino as to why your account has been closed? Is it a temporary or a permanent closure?

Have you accumulated your winnings with or without an active bonus?

Do I understand correctly that you received one withdrawal from the casino?

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

Best regards

Veronika

Dear Tobinator_9,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.