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Complaint Details

Complaint Subject: Unfair tournament prize confiscation and account withdrawal restriction – PowerUpCasino

Disputed Amount: €1,000 (Tournament prize) + 3,400 PLN (Account balance)

Description of the Situation

1. Context and Tournament Participation

On April 6, 2026, I started participating in the "Easter Hunt" (Wielkanocne Polowanie) tournament. At that time, my account was fully eligible and had no restrictions. I played in good faith, investing my time and funds.

2. Account Restriction and Contradictory Support Advice

On April 7, 2026, I noticed my account was restricted. On April 8, I was informed by support that I was no longer eligible for tournament winnings. However, when I inquired about the ongoing "Easter Hunt" tournament, a support agent (Yarka) explicitly instructed me on April 9 to wait until the end of the tournament to report any missing prizes. Based on this binding assurance from customer support, I continued the competition.

3. Unfair Prize Denial

I finished the tournament on April 12, 2026, in 2nd place, which entitles me to a €1,000 prize. Despite completing the competition and following support's instructions, the casino now refuses to credit the prize, claiming the decision is final and citing "internal procedures". I believe that restrictions should not be applied retroactively to events that started before the administrative decision was made.

4. Withdrawal Issues and Verification

Furthermore, my account balance of 3,400 PLN is currently frozen. Initially, the system stated no verification was required, but later I was asked for numerous documents, including bank statements, BLIK history, and a specific selfie. Although I have provided the bank documents and agreed to send the remaining selfie, I still have no access to my legitimate funds.

My Demands

Immediate crediting of the €1,000 tournament prize for the 2nd place finish in "Easter Hunt".

Unblocking the withdrawal function for my balance of 3,400 PLN.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation:

• Did you continue participating in the tournament even after you received an email from the casino informing you that you had been excluded from participating in tournaments?
• Have you previously been informed by the casino that your account was not eligible for tournaments before April 8, 2026?
• Regarding your verification, which documents have you already submitted, and on what dates were they sent?
• Have you previously made successful withdrawals from this casino? If yes, could you please specify how long those withdrawals usually took to be processed?
• What types of games did you play to accumulate your real-money winnings?

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