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I requested a withdrawal on 02/28/2025, my account is already verified.

Today, 03/07/25, I went to the chat again to ask about my delayed withdrawal, and the chat told me to send an e-mail to the casino, but I have already sent an e-mail since 03/02/25 and so far there has been no response and no forecast for payment of the withdrawal.

Solicitei um saque dia 28/02/2025, minha conta ja se encontra verificada.

Hoje dia 07/03/25 fui novamente ao chat perguntar sobre meu saque atrasado, e o chat disse para mandar e-mail para o casino, porem já enviei e-mail desde o dia 02/03/25 até agora sem nenhum retorno e sem nenhuma previsão para pagamento do saque

Dear Lecafer,

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.

You can see that my account has already been verified and the withdrawal time is between 1 and 3 working days. 8 working days have passed

Nota-se que minha conta já se encontra verificada e o prazo de saque é de 1 a 3 dias uteis, ja se passaram 8 dias uteis

Now the live chat is no more, I foresee the casino closing down and not paying out in the next few days

Agora o chat ao vivo não existe mais, prevejo o cassino fechando e não pagando nos próximos dias

Dear Lecafer,

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.

Hello good afternoon, no payment has been made, no e-mail has been answered, the chat is now offline and the only form of communication is e-mail, which has no return.

I can see that there are more people with late payments, as I can see in the complaints tab.

Olá boa tarde, nenhum pagamento foi feito, nenhum e-mail respondido, o chat agora se encontra Off-line e a única forma de comunicação é o e-mail, que não tem retorno.

Nota-se que existem mais pessoas com pagamentos atrasados como pude verificar na aba reclamações

Thank you Lecafer for all the information provided. I will now forward your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear Lecafer,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Powerbet777 Casino representative to join this conversation.

Dear Powerbet777 Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Mirka Dubasova

We've received a confirmation from the player, that he has received the payment.

Dear Lecafer,

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