PowerUp Casino - A conta do jogador ainda está ativa apesar do pedido de encerramento.

Ladies and Gentlemen

I would like to specifically complain about this casino and ask for your help. I have a severe gambling addiction and have been emailing this casino every day for two months, requesting that my account be closed and providing a detailed explanation. I never receive a response; the live chat always uses the same phrases. Please send an email.

I'm freaking out! Today, because my account isn't frozen, I gambled away my last 50 euros and now I can't buy anything to eat. It makes me so incredibly angry that, in my opinion, such criminals are rated so highly here. This also casts a questionable light on these sites. I therefore implore you to help me immediately.

Sehr geehrte Damen und Herren,

Ich möchte mich über dieses Casino ausdrücklich beschweren und bitte sie um Ihre Hilfe. Ich bin schwer Spielsüchtig und habe dieses Casino, seit 2 Monaten jeden Tag eine Email geschrieben mit der Aufforderung mein Konto zu schließen und eine ausführliche Begründung dazu. Es kommt nie eine Antwort, im Live Chat kommen immer die selben Floskeln,schreiben sie eine E-Mail.

Ich flippe noch aus! Heute habe ich dadurch das mein Konto nicht gesperrt ist, meine letzten 50 Euro verzockt und kann mir jetzt nichts mehr zu Essen kaufen. Es macht mich so unfassbar wütend, dass solche Verbrecher in meinen Augen, hier so hoch gerated werden. Das wirft auch ein fragliches Licht auf diese Seiten. Ich bitte Sie daher inständig darum mir sofort zu helfen.

Dear chillen254,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).

Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is dominika.l@casino.guru.

Thank you very much in advance.

Best regards,

Dominika

Dear chillen254,

We sincerely apologize for the delay and inconvenience.

We are reaching out to confirm you of the status of your account, which is currently closed.

We have forwarded the details to the relevant department for further investigation. You will be kept informed of the update.

Please be assured that we are doing our best to resolve this matter as soon as possible.

Best regards,

PowerUp Casino Team

Dear chillen254,

We would like to ask you to check the response provided by mail.

Thank you in advance.

Kind regards,

PowerUp Casino Team

Dear chillen254,

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.