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I've asked for a withdrawal on the 21 of May of 153 Euros. In the past i have received another withdrawal without problems .

After several contact to their customer service I've received on the 26 of May the request for my passport electric bill and my credit cards (Don't know why i never played or withadrawal more than 150/160 euros) .... After that no more answer ... till the today chat in which they accuse me to use VPN (Not true, never use one and my ip is clearly visible) and to wait for an email. As today is the eight working days after the request of withdrawal without an answer and the only thing changed is that I can't undo the withdrawal right now but the status is still on pending. Don't know exactly what to do to get my money right now .. their answer is always wait wait wait and nothing is coming .. Please help

Dear Sorhin81,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem.

We will contact the casino and ask for supporting evidence, but, before we do so, could you please confirm that you have never used a VPN (Virtual Private Network) to alter your location? Your confirmation is essential for this case and I’m not asking this to get you in trouble, I’m just trying to understand how the casino handles its own rules.

The problem with using the VPN is that you might be involuntarily connected to another IP address that is related to a different casino account in the same gambling establishment, hence, it seems as if you created multiple accounts from one IP address. Or, on the other hand, a player might be using VPN to hide that they’re accessing the casino’s website from a restricted jurisdiction.

Could you please advise if you have redeemed any promotional offers in this casino in the past?

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

Best regards,

Petronela 

The problem is different.

I have been accused of using VPN only while chatting with the operator (which I promptly denied having never used VPN), but my problem with the casino is that I cannot get the withdrawal I requested.

My account is up and running (Not blocked or canceled).

The problem with the casino is that from May 21st I requested the withdrawal of 153 Euros, on May 26th they asked me for the documents to verify my gaming account which I provided after a few hours, today June 1st a double reply arrived from the casino that my account has been verified and that the payment was approved on May 27th, but they still don't know when it will be paid (which is the answer they keep giving me since May 27th).

As of today (June 1st) my account is up and running on the website if I wanted to play, but I have no idea when and if they will pay that 153 euro withdrawal I requested ... at this point I would wait for the weekend to see if they pay, if continue not to pay let's proceed okay?

Could you please wait to contact them in the delay of my withdrawal till the end of the week? The last two email i got from them today made me feel a little hope to receive the payment I'm waiting from the 20 of May.

Thanks ,

I will update you if the pay the withdrawal in the next few days or not

The problem is solded.

It tooks a long time (from the 21 of May till the 3rd of June) but the withdrawal is arrived.

Email from Powbet:

Hello Claudio!

We are pleased to inform you that your withdrawal request for the total amount of 153.00 EUR has been processed by our Finance Department.

The funds should reach your account as soon as possible. Please note that there may be delays of up to 3-5 business days for bank and credit card transfers.

If you have any further questions, please feel free to contact us at support@PowBet.com or by using the Live Chat .

Sincerely,

PowBet.com Financial Department

The problem is solded.

It tooks a long time (from the 21 of May till the 3rd of June) but the withdrawal is arrived.

Email from Powbet:

Salve Claudio !

Siamo lieti di informarla che la sua richiesta di prelievo per l'importo totale di 153.00 EUR è stata elaborata dal nostro Dipartimento Finanziario.

I fondi dovrebbero raggiungere il suo conto nel più breve tempo possibile. Si prega di notare che per i bonifici bancari e con carta di credito possono verificarsi ritardi fino a 3-5 giorni lavorativi.

Nel caso tu abbia ulteriori domande, non esitare a contattarci all'indirizzo support@PowBet.com oppure utilizzando la Live Chat.

Cordiali saluti,

PowBet.com Dipartimento finanziario

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Sorhin81, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru