PowerUp Casino - Povlačenje igrača je odloženo.

Hi,

I’m reaching out for help regarding an ongoing issue I’m having with PowerUp Casino and the withdrawal of my funds.

I completed the verification process as required and followed all their procedures, but I’m still having trouble getting the rest of my money. So far, I’ve received €2,500, but they still owe me €4,877. I’ve spoken with their support team, but all they’ve told me is to keep waiting. It’s now been almost a month since I made the withdrawal, and I’m not getting any updates or clear answers.

I’ve done everything I was supposed to on my end, and I’m starting to feel stuck. I really don’t know what else to do at this point, and I’d appreciate any help you can offer in resolving this

Dear lucantowers,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you accumulated your winnings with the help of a bonus?
• Could you please share a screenshot of the most recent withdrawal requests?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hi,

Yes, I did use a bonus at the time I made my winnings.

I’ve attached a screenshot of the withdrawal as requested. I’d also like to point out that the status of my withdrawal only changed from "pending" to "completed" today, after I opened this complaint. However, I still haven’t received the funds in my account.

All my communication with the casino was through their live support chat, so unfortunately I don’t have any transcripts or written records to provide.



Thanks for the explanation.

Could you please summarize how much is left for you to withdraw from the casino at this point?

How much of the payout have you received already?

How much is currently the pending payout?

Please let me know.

Hi,

I have received €5000 so far, I have €500 in pending and €1879 are still in my balance.

Thank you very much, lucantowers, for providing the necessary information. I will now transfer your complaint to my colleague Martina (martina.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear lucantowers,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed.

Can you please give us an update? Have you received your withdrawals?

Thank you very much

Hi,

I would like to update you on the situation. I am receiving my funds, I have received €5500 so far.

Great! So it left you with 1877€ to receive.

Please let us know how it goes.

Hi,

I'm just writing to update you on the situation. I have just requested a withdraw for the last 379 euros so I am waiting for that to be sent out and for two payouts of 500 euros each to come into my account. They sent me an email that they have been processed but it can take a few days for the money to reach my account. In total I am waiting for 1000 euros that have been processed and have one withdraw in pending.

Dear lucantowers,

I very appreciate your update! Please keep me informed how it is going.!

Hello lucantowers!

Sorry for the delay posting a reply here, but we've been following your situation to guarantee that all requested payout will work flawlessly.

Until now everything is going as expected, and the final requests should be processed soon.

Thank you for your patience and colaboration!

Our best regards,

PowerUP Casino Team

Thank you PowerUP Casino Team for the involvement and update! We truly appreciate it!

Please lucantowers, once you receive all your withdrawals, let us know. Thank you

Hi,

I would like to update everyone that I have received all my funds, and also thank you for the help.

Lucantowers, that´s wonderful! I'm so glad to hear that your money has arrived! I'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,

Martina Bennett

Casino.Guru