PowerUp Casino - Kazino je onemogućio nalog igrača.

I had won a lot of money at this casino and have 48200 in my account. I never selected any bonuses and deposited with my debit card. The casino asked for all my verification documents which were all approved by the casino. However now I can’t even sign in and keep getting an error stating "user is disabled by the administrator". I would just like to withdraw my funds but can’t even access my account. I contacted live chat and they just keep saying my account was disabled by the administrator and could not assist any further.

Dear ryanschef,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with PowerUp Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Has your account been disabled after your verification was completed and all your identity documents were approved?

Have you contacted customer support asking them why your account was disabled and if it's temporary or permanent?

Have you made any successful withdrawals from this casino before?

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

Best regards

Veronika

Hey Veronika,

All my identity documents as well as my transaction documents were approved. It was shortly after this approval that I was not able to log into my account anymore as they terminated it without giving me any notice.

I reached out to the casino and finally received an email stating I had breached the terms and conditions but they won’t tell me which terms and will not provide me with any evidence as to what was breached. I was told the account will be permanently disabled and have not made any previous withdrawals from the casino. I had attempted to withdrawal in the past but the casino would cancel my withdrawals and when I asked customer support why they are being cancelled I would get responses that never solved the issue as they would always state "probably everything will work now" and it never has. I was told by the casino that I would be getting my original deposits back because of the account closure but I can already see through my email that they even cancelled those as well already.

Thank you again for your help on this.

Could you please forward me the email from the casino stating that you breached the Terms and Conditions? My email address is veronika.l@casino.guru. Thank you.

Thank you for the email. Before we proceed with the investigation, could you please advise what types of games you played? Slots, live casino games, or did you participate in sports betting only? Have you accumulated your winnings with or without an active bonus?

Hey Veronika,

I played without activating any bonus. I only played slots. Thanks again.

Ryan

Thank you very much, ryanschef, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello, ryanschef,

I am sorry to hear about your trouble. According to the provided communication, it looks like your verification was not successful. I will contact the casino and try my best to resolve the issue as soon as possible.

Dear PowerUp Casino team,

Could you please provide us with an explanation of the player's situation in more detail? What steps should the player take to unblock the account and/or withdraw the disputed winnings?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary supporting evidence to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Hi Branislav,

Thank you for contacting us.

We have sent you an email with the details and the evidence, we look forward to hearing from you.

Best regards,

PowerUp Casino

Dear ryanschef,

I am afraid that the concerns you mentioned in your email as a reason for account closure have come true.

The casino provided us with relevant evidence confirming its claims. Although the bank statements you provided earlier were from February 2024 and not March, when the deposits of 2x500 were made, we thoroughly reviewed all the gathered information and evidence, and after having an internal discussion with the team, we were able to reach the final decision on our side.

Unfortunately, we are closing this complaint as unjustified due to breaching the casino's terms and conditions -

rules 9.1 and 9.4 (available HERE) that you accepted upon registration.

Players are obliged to use only their payment methods, in their own name, as well as their own funds for deposits. From the data provided, it seems that you very likely deposited 3rd party's funds to the casino, which was partially supported by the statements from your payment methods for February, taking into account the transactions and account balance status during the shown period.

However, since we are not experts in AML rules and their application, it is only our decision, and it is possible that the regulator could decide differently. Therefore, I recommend you consult the gambling authority that the casino is regulated by.

I am sorry we were not able to help you with this one, but 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.

In case of any questions, feel free to write to me at branislav.b@casino.guru.

Thank you very much, PowerUp Casino Team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.Guru