Complaint #14 Powbet Sportsbook

Locked out of my account for over three months

By Ole Jakob T.

6 months ago

My account has been "under review" for three months now. 6k USD in the account. My account is deactivated while the verification process is ongoing. I have provided all documents that have been requested. Customer support send the same generic phrases every time telling me they are sorry for the delay.

Disputed sportsbook Powbet Sportsbook

Reason Verification issues

Amount $6000

Discussion

AskGamblers

• Support Team

5 months ago

Dear @Olejakob,

Please let us know if there are any updates regarding your ongoing complaint.

Kindly note that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Should you fail to update your complaint within the specified timeframes, we will have no other choice but to reject the case and recommend you to forward it to the relevant regulatory body instead.

Thanks in advance for your cooperation.

Powbet Sportsbook

• Representative

5 months ago

Dear Olejakob,

We kindly request to check the reply provided via email and provide us the required documents as soon as possible.

Thank you for your cooperation.

Kind Regards,
Powbet Sportsbook Team

Olejakob

• Norway

5 months ago

I have provided sufficient documents multiple times before, but I have now sent another email to your team.

Powbet Sportsbook

• Representative

5 months ago

Dear Olejakob,

We kindly request to provide us your Crypto wallet proof of ownership and a proof of deposits for September so as to complete your account verification.

Thank you for your patience and cooperation.

Kind Regards,
Powbet Sportsbook Team

Powbet Sportsbook Complaint Stats

Resolved 2 / 2

Avg. Amount $1,671

Avg. Complaint Duration 6 days

Avg. Response Time 2 days

Powbet Sportsbook Complaints

See all complaints for this sportsbook

5 business days and withdrawal is still pending

Hello, my withdrawal is still pending for 5 business days already. Contacted customer support multiple times already and they are saying the same thing over and over again which is their finance team/department is on it and my withdrawal would be processed asap.

This is my second withdrawal and my first one only took 3 business days to be processed and by the way my first one was greater than the second withdrawal. I used the same deposit and withdrawal payment method, I even suggested to do KYC but they said they dont need as my account is in good standing.

I have a friend I referred to this platform which we did the withdrawal at almost the same time (I did first for like 3 mins) and the same day (Last week Wednesday) and had his withdrawal processed last Sunday so I don't know why mine is still pending, are they cherry picking withdrawals?

I told customer support multiple times that I won't cancel my withdrawal because I'm thinking they want me to lose my patience on waiting then eventually cancelling my withdrawal and then gambling all of it which I've read a complaint about that here.

Please help me have my withdrawal be processed asap. Thank you.

82h left

₨40,982

Delayed payment on this sportsbook

Powbet keeps telling me my withdrawal will be processed but it's beyond the max time for withdrawal. Please help speed up the process. When I contact them by live chat I keep getting messages like this :

Thank you for your patience! I have looked into your withdrawal, and it appears there is a delay in processing. Rest assured, this is nothing to be concerned about, and your withdrawal is secure. We kindly ask for your continued patience as we work through this process, and we apologize for any inconvenience this may have caused.

Resolved

₦785,800

Self exclusion with operator powbet sportbook and casino

Resubmitting as last complaint rejected as I was unable to attach evidence via your platform. If I should once again be unable to attach I can provide via email no problem. I self excluded for an indefinite period from powbet on 28.08.2022 this was confirmed to have been actioned. However this was lifted in error without my request in early 2025. I then proceeded to receive regular promotional offers. I have since lost 2500 euro which I did not wish to lose or use for gambling purposes hence the self exclusion request for an indefinite period. I have been contacting the operator live support and support team by email and they have advised the correct department is looking at it however I feel like this is not the case as I then received a phone call from their VIP team offering me additional bonus to keep me on the platform. I explained clearly to the VIP account manager the issue and they ask me to send an email to them explaining the situation and my request for a refund so I get the impression my initial request 7 days off is not been taken seriously or even looked at. I have followed up with the VIP team on a number occasions in the last few days and no update provided. I would like to raise a complaint to speed this process up and have a clear complaints process in place as they have essentially not even acknowledged my complaint or that there was an issue to date.

Thanks

< first name removed >

Resolved

€2,500