Powbet Casino - O pagamento do jogador foi atrasado.

I asked 4 times to withdraw 100 euros from my Powbet account.

tried with visa (the same one I used to deposit), Mastercard,

IBAN provided, transfer always refused

Richiesto 4 volte di poter prelevare dal mio account powbet 100euro

provato con visa (la stessa che ho usato per depositare), Mastercard,

fornito IBAN , sempre rifiutato il trasferimento

Dear player,

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 the 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.

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear player,

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.

Good morning, no news, withdrawals always refused

Buongiorno, nessuna novità, prelievo sempre rifiutato

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Did you use the same payment method for your withdrawal as you used for your deposit?

Could you please share your communication with the casino regarding the canceled withdrawals? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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.

They insist that they cannot issue refunds at the moment, without specifying when this will be possible.

I'm having trouble sending attachments with screenshots using this response form. Could you please send me an email where I can attach them?

Thank you

Insistono che al momento non possono effettuare rimborso, senza specificare quando questo sarà’ possibile farlo.

ho difficoltà ad inviare allegati con screenshot usando questo modulo di risposta, potreste inviarmi una mail dove possa inserire allegati?

grazie

I can't send attachments using this reply form. Could you please send me an email address? Thanks.

Non riesco a inviare allegati usando questo modulo di risposta , potreste inviarmi un indirizzo mail per favore? Grazie

Dear player, the email address where you can send your screenshots is already included in my previous response. For your convenience, here it is again: dominika.l@casino.guru.

Good morning Dominika,

I sent screenshots 2 days ago.

any news?

Thank you

Buongiorno Dominika,

ho inviato screenshot 2 giorni fa.

qualche novità?

grazie

Dear player, do you currently have any pending withdrawal requests, or are you waiting for the casino to manually process your withdrawal?

I'm waiting for them to somehow transfer funds to my account.

Sto aspettando che in qualche modo riescano a trasferire fondi sul mio account

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@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.

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Powbet Casino representative to join this conversation.

Dear Powbet Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Thanks Mirka, I look forward to hearing from you again.

Grazie Mirka, rimango in attesa di tue ulteriori notizie

Dear Rigas68,

We kindly inform you that we are currently reviewing your request and the appropriate department has been notified and is actively addressing the matter.

Moreover, we would like to assure you that we will notify you promptly once there is an update.

Thank you for your patience and understanding.

Kind Regards,

Powbet Casino Team

Dear Powbet Casino,

We will be waiting for your update.

Thank you for your cooperation.

Dear all,

Thank you for reaching out.

In this case, the failure of the transaction comes from the issuer bank due to card settings. Alternatively, the player can try different methods.

Best regards,

Powbet Casino Team

Absolutely not, no problem with my bank, with the same bank I receive transfers with bet365, and any other online trading app.

you are really unfair

Assolutamente no, nessun problema con la mia banca, con la stessa banca ricevo bonifici con bet365, e qualsiasi altra app di trading on line.

siete veramente scorretti

Dear player,

Would you be able to try a different payment method? Hopefully, it will help you to receive your withdrawal.

The methods that I have and which are clearly indicated as accepted on the powbet site are: IBAN, visa, Mastercard, all 3 that I tried to receive a bank transfer and all 3 failed.

I metodi che dispongo e che sono chiaramente indicati come accettati nel sito powbet sono : IBAN, visa, Mastercard, tutti e 3 da me provati per ricevere bonifico e tutti e 3 falliti

Good morning Mirka,

How is it possible that powbet allows themselves to fool their customers?

I've been trying to withdraw €100 from my account for two months now, and the transaction has always been declined. I followed their instructions, but to no avail.

It seems to me like a real legalized scam.

is it possible to do something?

Thank you

Buongiorno Mirka,

come e’ possibile che powbet si permettono di prendere in giro i clienti?

sono ormai due mesi che sto tentando di prelevare 100€ dal mio account e l’operazione è stata sempre rifiutata. Ho seguito le loro indicazioni, senza alcun risultato.

mi sembra proprio una vera e propria truffa legalizzata.

e’ possibile fare qualcosa?

grazie

Dear Rigas68,

Since your withdrawals have been getting cancelled by the card issuer, we kindly ask you to provide us your banking details in this format (as a reply to the email we have sent you on your personal email) in order to transfer you your money via bank transfer:

• Full Name (please include all names, including middle names)

• E-mail

• IBAN

• BIC

• Bank name & location city

• Country of where bank is 

Best regards,

Powbet Casino Team

Dear Rigas68,

Have you been able to also send the details by email as requested?

Dear Rigas68,

The postcode you provided is incorrect. Can you confirm your address details in full?

Kind regards,

Powbet Casino Team

Dear Rigas68,

Have you received any update in your withdrawal process?

Absolutely not, I even sent the postal code of the bank to which the credit should be made, but nothing ……..total zero, it's a disgrace

Assolutamente no , ho inviato anche codice postale della banca su cui effettuare accredito, ma niente ……..zero totale, e’ una vergogna

Dear Powbet Casino,

Would you be able to clarify, if there are any other problems with the submitted data?

Thank you.

No, no other problems, I sent IBAN, BIC/SWIFT CODE, my name, bank address, telephone number, postcode.

no response………it's been more than two months now.

It's scandalous how they can steal money from people without anyone being able to do anything about it...and they do it all in broad daylight.

No , nessun altro problema, ho inviato IBAN, BIC/SWIFT CODE, mio nominativo, indirizzo banca, numero di telefono, cap .

nessuna risposta………sono passati più di due mesi ormai.

E’ scandaloso come possano rubare soldi alla gente senza nessuno possa fare niente…..e fanno tutto alla luce del sole

Dear Rigas68,

Please provide us with your full address as a reply to the email we have sent you in order to proceed with the withdrawal.

Thank you for your cooperation.

Best regards,

Powbet Casino Team

Dear player,

Have you been able to provide the casino with your full address?

Dear all,

I hope you are well.

As of today, we haven't received the players full address yet.

We kindly request the player to provide us with his full address.

Best regards,

Powbet Casino Team

Dear player,

If I understand it correctly, the casino is requesting your full home address, as visible on ID, or other identity confirmation document.

Please provide the casino with your full official address to be able to be able to access the withdrawal as soon as possible.

Good morning Mirka,

I have already sent my complete personal data, bank details for credit, including complete addresses, IBAN, BIC, SWIFT CODE, telephone numbers, postcode.

at least 3 times, always the same result, they keep asking me for the same data

Buongiorno Mirka,

gia’ inviato miei dati personali completi, dati della banca per accredito , inclusi indirizzi completi, IBAN, BIC, SWIFT CODE, numeri di telefono, cap.

almeno 3 volte , risultato sempre lo stesso, continuano a richiedermi gli stessi dati

Dear player,

If you believe, you have provided the casino with full address as requested, please forward me the communication to miroslava.d@casino.guru for review.

Thank you.

Dear all,

We would like to inform you that we have initiated the withdrawal from our side since the player has provided his full address as requested.

Moreover, we would like to assure you that we will notify you promptly once there is an update.

Kind regards,

Powbet Casino Team

Dear player,

Please notify me, when you receive the withdrawal.

Thank you.

Amazing received the money

A thousand thanks

Incredibile ricevuto i soldi

grazie mille

Dear Rigas68,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Mirka Dubasova

Casino.Guru