PowerUp Casino - O jogador acredita que o seu pagamento foi atrasado.

Hi,

I'm reaching out regarding an issue with withdraws on PowerUp. I requested the withdraw on 17th of April after completing the entire verification process, but I still haven't received any funds.

Currently, I have €3,488 in my balance, with €1,500 marked as pending - the total amount they owe me is €4,988.

I've contacted their live support multiple times, but I keep getting the same response: that there are a lot of withdraw requests, I need to wait, and I'll be updated by email. So far, I haven't received any updates at all.

It's been quite a while now, and the lack of communication is really frustrating. I'd really appreciate your help in resolving this.

Dear powerpuff,

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 powerpuff,

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.

Hi,

I would like to let you know that my funds still haven't been sent. So the situation is the same as when I wrote this complaint.

Thank you powerpuff for all the information provided so far. I will now forward your complaint to my colleague Romi (romana.r@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear powerpuff,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the PowerUp Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear PowerUp Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

Dear powerpuff,

We would like to kindly apologize for the delay.

We are pleased to inform you that your account verification has been successfully completed.

Furthermore, we would like to inform you that your payment will be completed as a matter of urgency.

Thank you for your cooperation!

Kind Regards,

PowerUp Casino Team

Hello, all.

Thank you, PowerUp Casino, for the update.

Dear powerpuff,

Please inform us whenever you receive your payment.

Thank you in advance.

Regards,

Romi

Hi,

I would like to update you that I have started recieving my funds. I received 1000 euros for now.

Dear powerpuff,

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.

Hi,

I am writing to update you, I received almost all my funds. I am waiting for my last withdraw to be processed of 500 euros, but I am sure it will come soon.

Dear powerpuff,

Thank you for the update.

Please write to us the exact amount you have received and inform us whether you would like to close the complaint.

Thank you.

Best regards,

Romi

Hi,

I received 4,488 euros out of 4,988 euros, I am waiting on the last 500 they owe me. I would like to keep the complaint open until they send me the last 500 if that would be okay with you, just in case it is needed.

Hi,

I would like to thank you for your help and let you know that I just checked and I received the final 500 I was owed. 

Thank you, powerpuff, for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.

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.

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, 

Romi

Casino.Guru