Locked out of my account for over three months

I am raising a formal dispute against PowBet regarding a persistent technical withdrawal blockage on my current balance of €4,900.

This balance originated from a won 7-fold sports accumulator (Ticket ID: 5389763360) with total combined odds of 50.0, which paid out €5,340.64 on September 8th.

This false glitch and the associated payout delays have now been going on for over three weeks.

I have continuously contacted their support team daily to get this resolved, but they are completely sending me around in circles. The casino's automated frontend system is hard-locking my withdrawal screen. Every time I attempt to submit a payout—regardless of the amount—it displays a red error message stating: "Your deposit needs to be wagered x1 before a withdrawal can be requested."However, my account ledger and transaction history explicitly prove that my real cash balance was reduced to exactly €0.00 to place the winning wager.

By all industry standards and PowBet's own terms, any prior deposit wagering requirements are fully satisfied and wiped clean once a balance hits zero. Furthermore, on September 10th, I received an official email from PowBet support (signed by agent Calypso) explicitly confirming that the sports wagering tracking issue had been investigated and was resolved on their end.

Despite this formal confirmation from their own team, the automated frontend gate remains completely broken and continues to block all withdrawal attempts.

Live chat agents continue to ignore the facts, ignore their own team's written confirmation, and repeatedly use stalling scripts telling me to "be patient" while running me in circles.

I have been a fully verified customer with this casino for years and have successfully processed large withdrawals (up to €3,000) in the past. Because their customer support queue is trapped in an endless loop,

I am requesting that a senior financial supervisor intervene, bypass this glitched frontend script, and manually process my payouts.

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.

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

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