PowerUp Casino - opšta diskusija (strana 3)

I still haven't received my money, support said that if I withdrew in cryptocurrency the amount would drop in 24 hours but nothing yet, it's been 7 days, my user 972000738AA

Ainda n recebi meu dinheiro, o suporte disse que se eu sacasse em cripto moeda o valor cairia em 24hrs porém nada ainda, já fazem 7 dias, meu usuário 972000738AA

I still haven't received my money, the support just copies and pastes text, they said that if I withdrew to cryptocurrency it would fall in 24 hours but nothing yet, my user 972000738AA if you can help me.

Ainda n recebi meu dinheiro, o suporte só copia e cola texto sempre, disseram que se sacasse para cripto moeda cairia em 24hrs porém nada ainda, meu usuário 972000738AA caso possa me ajudar.

Hey, did the casino tell you why they have this delay when they said you should get money per day ? Obviously I would think slowly about complaining, but we give casinos 14 days to sort out everything that needs to be done regarding the withdrawal and send the money to the player. 

After that time we contact the casino. 

So do you think you could be patient for a while and wait to see if something happens?

Hello, Panda9! Do you still have issues with your crypto withdrawal? If you still need help, please inform your players e-mail in PowerUP Casino so I can help you to solve it.

Regards,

PowerUP Casino Team

Casinoguru could you please change my complaint to resolved, as I have received my winnings since Casino.

Casinoguru poderia modificar minha reclamação para resolvida, pois recebi meus ganhos desde Casino.

I've been waiting for my money (€500) for 6 days now (since November 25, 2025) and I keep getting the usual responses: high volume, will be processed soon, blah blah blah... I find it absolutely unfair how long one has to wait here...

Ich warte nun seit 6 Tagen 25.11.2025 auf mein Geld (500€) und es kommen die üblichen Antworten hohes Aufkommen, wird bald bearbeitet blablabla … ich finde es absolut unfair wie lange man hier warten muss…

Yeah, I understand that you feel this way, but unfortunately sometimes casinos really have a high volume of withdrawals, you know. 🤷‍♀️

Hopefully you will get your winnings soon, and if it takes longer than 14 days, our complaint team will intervene.

Have you ever withdrawn from this casino before?

No, not from this casino yet, but from the same provider several times, and it always took 2-3 days for years…

Nein von diesem casino noch nicht aber vom gleichen Anbieter schon einige male und das ging immer in 2-3 Tagen seit Jahren …

Then I really hope they will be able to process your withdrawal soon.

Please let us know how it goes, and we'll be ready to step in if needed.

I don't understand why this casino has a rating of 8.5.

I hope my complaint is still being processed.

Das dieses casino eine 8.5 hat ist mir nicht verständlich

Hoff meine Beschwerde erfolgt ist noch in Bearbeitung

Hello, so your forum activity is related to this casino. I already responded to your other posts, and I guess it fits this thread perfectly. Shall we stay here, please?

In any case, as far as I can conclude, you unintentionally played at a casino outside your national regulator and something has happened.

In any case, providing a bit of context would certainly help others understand your message a bit better.

Thank you for your feedback. I understand that Casino Guru doesn't check legal licensing issues. It's not just about the casino not having a license in Austria. It's about deliberate identity theft by the casino: My point also concerns the casino's credibility and KYC practices, which should directly influence your rating. The context is as follows: For months, the casino accepted my payments through the purely Austrian EPS system. Now, however, support (Peter/Jared) claims in writing that I'm registered as a Slovakian customer (a lie about my residence) and am playing from there.

This is technically impossible, as EPS only works with Austrian accounts. A casino that knowingly accepts payments from one country but falsely shifts the customer's identity to another in the event of a dispute is acting highly unethically. If a "Very Good" rated casino (8.5) uses such practices to block legitimate inquiries, other players should be warned about this behavior.

This is about transparency: How can a provider remain so highly rated if it demonstrably provides false information about the origin of its customers as soon as problems arise?

Regards

Vielen Dank für die Rückmeldung. Ich verstehe, dass Casino Guru keine rechtlichen Lizenzfragen prüft. Es geht nicht nur darum, dass das Casino in Österreich keine Lizenz hat. Es geht um vorsätzlichen Identitätsmissbrauch durch das Casino:Mein Punkt betrifft auch die Glaubwürdigkeit und die KYC-Praktiken des Casinos, die direkt in euer Rating einfließen sollten.Der Kontext ist folgender: Das Casino hat über Monate hinweg meine Zahlungen über das rein österreichische EPS-System akzeptiert. Nun behauptet der Support (Peter/Jared) jedoch schriftlich, ich sei als slowakischer Kunde registriert (Wohnsitzlüge)und würde von dort aus spielen.

Das ist technisch unmöglich, da EPS nur mit österreichischen Konten funktioniert. Ein Casino, das wissentlich Zahlungen aus einem Land annimmt, aber im Streitfall die Identität des Kunden wahrheitswidrig in ein anderes Land verlegt, handelt höchst unseriös. Wenn ein "Sehr gut" bewertetes Casino (8.5) solche Praktiken anwendet, um berechtigte Rückfragen zu blockieren, sollten andere Spieler vor diesem Verhalten gewarnt werden.

Es geht hier um Transparenz: Wie kann ein Anbieter so hoch bewertet bleiben, wenn er nachweislich falsche Angaben zur Herkunft seiner Kunden macht, sobald Probleme auftreten?

Lg

Hello,

Thank you for clarifying your perspective and experience to me. I understand your question; however, the context is the main issue here. You see, the Safety Index is based on general attributes. When you claim the casino is lying, it is not something we would be aware of in advance. Such complex situations need to be cleared out with the assistance of the particular casino. Your experience matters, but in this form it is truly excluded from the Safety Index, and Casino has not yet explained that to us for example.

Here on the forum we "just" talk. To get things done, though, we offer the free-of-charge complaint. After investigating and discussing the matter with both parties, we may impose possible consequences, such as warnings, temporary suspensions, or other actions deemed appropriate based on the severity of the issue.

I'm sorry to see both your complaint requests rejected. Sadly, I'm not familiar with the reason, but I guess you received an email from my colleagues, the complaint mediators.

Could you perhaps find it and share it with me? Maybe it is about the form of the request; it happens. In any case, I'll be here.

Dear Guru Team, Ms. Radka

I am referring to my recently filed complaint against PowerUp Casino and would like to provide some important additional facts.

My primary concern in this case is not financial compensation, but rather to expose serious breaches of due diligence and international standards in the area of ​​player protection and anti-money laundering (AML).

Breach of duty of care (responsible gambling): Despite massive losses and signs of problematic gambling behavior, which I actively inquired about, the VIP managers actively encouraged me to continue playing. Instead of taking protective measures, they deliberately offered me bonuses and promises of real money payments to entice me to make further deposits.

Lack of source of funds verification: Despite very high deposit amounts in a short period, the casino never conducted a verification of the source of funds. This constitutes a clear violation of fundamental anti-money laundering regulations.

Misleading communication by VIP management: how VIP managers made misleading promises to keep my gaming activity going.

I ask you to include this information in the assessment and complaint of the case and the casino's safety index in order to warn other players about these practices.

Thank you for your support.

Best regards,

Raimund Ivan

Sehr geehrtes Guru Team,Frau Radka

ich beziehe mich auf meine kürzlich eingereichte Beschwerde gegen das PowerUp Casino und möchte hiermit wichtige Fakten nachreichen.

Mir geht es in diesem Verfahren nicht primär um eine finanzielle Rückerstattung, sondern darum, schwerwiegende Verstöße gegen die Sorgfaltspflicht und internationale Standards im Bereich des Spielerschutzes und der Geldwäscheprävention (AML) aufzuzeigen.

Verletzung der Sorgfaltspflicht (Responsible Gambling): Trotz massiver Verluste und Anzeichen eines problematischen Spielverhaltens was ich auch aktiv angefragt habe wurde ich seitens der VIP-Manager aktiv zum Weiterspielen animiert. Anstatt Schutzmaßnahmen zu ergreifen, wurden mir gezielt Boni und Versprechen über Echtgeldzahlungen gemacht, um mich zu weiteren Einzahlungen zu bewegen

Fehlende Mittelherkunftsprüfung (Source of Wealth): Trotz sehr hoher Einzahlungssummen in kurzer Zeit hat das Casino zu keinem Zeitpunkt eine Prüfung der Mittelherkunft durchgeführt. Dies stellt einen klaren Verstoß gegen grundlegende Anti-Geldwäsche-Richtlinien dar.

Irreführende Kommunikation durch VIP-Management: wie VIP-Manager irreführende Zusagen gemacht haben, um meine Spielaktivität aufrechtzuerhalten.

Ich bitte Sie, diese Informationen in die Bewertung und beschwerde des Falls und des Safety Index des Casinos einzubeziehen, um andere Spieler vor diesen Praktiken zu warnen.

Vielen Dank für Ihre Unterstützung.

Mit freundlichen Grüßen,

Raimund Ivan

Dear Casino Guru Team, Ms. Radka

I would like to submit a final addendum to my complaint against PowerUp Casino.

I have already sent you the facts by email. It is important for me to emphasize that I am not pursuing this matter out of anger. I have decided to end my playing career.

I therefore leave it entirely to your expertise to decide which violations (particularly in the areas of player protection and VIP management) you will include in the public discussion and how you will assess them. I trust that you will use this information to increase transparency and security for other players.

Thank you very much for your valuable work and support.

Best regards,

Raimund Ivan

Sehr geehrtes Casino Guru Team,Frau Radka

ich möchte hiermit eine abschließende Ergänzung zu meiner Beschwerde gegen das PowerUp Casino einreichen.

Ich habe Ihnen bereits die Fakten per E-Mail geschickt. Mir ist es wichtig zu betonen, dass ich dieses Verfahren nicht aus Wut führe. Ich habe mich dazu entschieden, meine Spieler-Karriere zu beenden.

Ich überlasse es daher voll und ganz Ihrer Expertise zu entscheiden, welche der Verstöße (insbesondere im Bereich Spielerschutz und VIP-Management) Sie in die öffentliche diskussion aufnehmen und wie Sie diese bewerten. Ich vertraue darauf, dass Sie diese Informationen nutzen, um die Transparenz und Sicherheit für andere Spieler zu erhöhen.

Vielen Dank für Ihre wertvolle Arbeit und Unterstützung.

Mit freundlichen Grüßen,

Raimund Ivan

Hello, I understand what you are saying. However, I need to say one thing clearly. Complaint requests and complaint resolution are in no relation to my line of work. I cannot make your request be accepted because it does not concern forum admins at all.

Misleading communication is a problem, but as long as it remains within the rules, my colleagues have nothing to work with, which means they cannot address issues that fall outside of established guidelines. Bad use experience is not a subject of complaint. It's simple, but it may be why your requests failed.

For example, waiting for a casino to act on your behalf is highly dependent on the overall context. We usually require players to request self-exclusion due to gambling addiction first, and then we investigate whether the casino complied with the clearly stated request.

Did you perhaps see the scale they are able to work on? Maybe it could help.

https://casino.guru/guide/how-we-resolve-casino-complaints 👈

"Step 2: Initial complaint analysis:

...Generally, we publish all complaints received by players, unless it's clear that the complaint..."

The list is included.

I'm sorry, I have no further insights regarding your requests.

Please use the same steps as before. Addendum does not actually work this way here on the forum, I'm afraid.

Thank you.