Complaint #19 PowerUp Casino

Breach of law and account not closed

By Gabriel14

2 years ago

I'm contacting you regarding a serious breach of law that occurred at this casino. Despite following the proper procedure outlined on the website to close my account due to my gambling addiction, I found that two days later, I was still able to deposit funds and continue gambling. This not only violates legal regulations but also contradicts their own terms and conditions. I sent an email stating my addiction and asking for account closure. By failing to promptly close the account of a player who explicitly stated their addiction, they neglected their legal duty to protect me. I insist on a refund for the deposits I made during this period. The severity of this breach cannot be overstated, and I have concrete evidence to support my claim. I attached screenshots one of the many transactions made after the official e-mail (send to close account due to addiction)

Disputed Casino PowerUp Casino

Reason Refund declined

Amount €950

Discussion

Gabriel14

2 years ago

I already notified the operator that I don’t have this information since outlook settings doesn't have this. I also mentioned that I don’t understand why it’s needed because I already forwarded the original e-mail several times to the operator as requested. Every time I send the needed info they come up with something else. It’s been going on for over a month now and it’s starting to really get frustrating. All the evidence is above in the screenshots and it’s such a clear case. The operator has to take their responsibility, admit their mistake and refund the unlawful deposits. Otherwise I will take legal actions. Enough is enough.

AskGamblers

• Support Team

2 years ago

The above link is clickable now

Gabriel14

2 years ago

It is an invalid and unclickable link… also when trying to copy paste into browser it’s not working. I am not sure what else is needed? I send all the info and the case is so clear? What more info is are we talking about here?

AskGamblers

• Support Team

2 years ago

Dear @Gabriel14,

The AskGamblers Complaint Team is kindly asking you to assist the PowerUp Casino team further and send the required info from the Show more email settings option, as explained by the casino.

Please keep in mind 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, therefore please make sure to confirm by posting the public message if you have provided requested information.

Should you refuse sending the required info, or fail to confirm, we will have no other choice but to reject the case and recommend you forwarding it to the relevant regulatory body.

Thanks for your cooperation.

PowerUp Casino Complaint Stats

Resolved 26 / 26

Avg. Amount $2,008

Avg. Complaint Duration 13 days

Avg. Response Time 2 days

PowerUp Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 23 out of 23 complaints in this category have been resolved.

This operator's average complaint duration is 13 days, while the average duration across all operators is 8 days.

PowerUp Casino Complaints

See all complaints for this casino

Delayed withdrawal and no explanation

Hello,

I would like to submit a complaint regarding two pending withdrawals from PowerUp Casino.

Withdrawal 1:

- Amount: 2059 CZK

- Requested on: 28 July 2026

Withdrawal 2:

- Amount: 2000 CZK

- Requested on: 29 July 2026

Both withdrawals are still under review.

Before requesting the withdrawals, I contacted the casino and asked whether my account required verification. I was informed that no verification was required.

After the withdrawals remained pending, I contacted live chat and support several times. Every response was generic and only stated that my withdrawals were "being processed by the financial department" or that there was a delay. No specific reason or estimated completion date has been provided.

The casino also confirmed by email that there is currently no verification request on my account.

I deposited using the same Visa/Mastercard that I selected for the withdrawal. I did not use any active bonus, and I am withdrawing my own funds.

I have tried to resolve this directly with the casino through live chat and email, but I only receive repeated template responses without any progress.

I kindly ask AskGamblers to help resolve this matter and assist me in obtaining my withdrawal or a clear explanation for the delay.

Thank you.

Resolved

Kč4,059

Very slow withdrawal processing

Found this casino through aakgamblers. Played there and won approx 1650. First withdraw request was there max amount. After three weeks they finally processed it.

Second withdraw request of $544 has been "processing" for 25 days now. I've contacted their support multiple times and am told to just have a little bit more patience. My patience are now all gone with this. It's $544 dollars. Just process it please

Resolved

$544

Withdrawal delay for two weeks

Withdrawal are delayed since march 14.

Went to the live support, all they Say is There is a withdrawal queue delaying, no ETA, nothing.

Il have une withdrawal of 750 and one of 600

This is my second Time its happen, last time IT took over 1 month to pay me. No explanation last Time either.

Terms and conditions Say it should be 2-3 Days, we are way past That timeline.

Resolved

$1,350

Casino holding my money

Hey,

This casino has now been holding my money two weeks (8000€). I've tried to solve it with customer service without any help. They just tell me to wait. Can you here help me to contact the casino please? They dont require KYC and I havent used any bonuses. I would like to play more but they are making it impossible.

Resolved

€8,000

Hidden max cashout on bonus

Hello, I logged in on powerup casino after changing my password (they have usually some bonusmoney or freespins left on player accounts to play. I didnt have free money or spins but there was an 150% bonus with thease terms under the big 150% *40x wager* *5€ max bet* and nothing else, they´ve always had all the terms under the bonus *icon* if I could call it that, square box with activate button and all that in there. Well this one didnt have that marked under. I played and then I won 6,465€ from big bass splash 1000 (i have a clip and a screenshot from that) i went straight to chat to ask about my wagering at the moment because it only had % progress shown and i wanted to know the excact ammount of the wager, but later on on the chat I found out that there infact was an max cashout on that deposit but there was nothin telling me that before the deposit, not on their sites terms under terms and conditions tab, I've read them all and have taken screenshots of them aswell. Bonus tab on site with my active bonus still only says 40x wager and 5€ max bet. Chat assistant told me that they have that marked on their public terms and conditions but there was nothing about that, I even took screenshots for them. I fought for a bit on chat with assistant but she/he couldnt help me any further, and asked me to get back to them via email. At this point I am starting to get frustrated and starting to have trust issues over their staff and casino overall, 6,4k€ is big money and im not willing to give up on that. Chat assistant also told me that my bonus will close earlier than it shows on my screen (screenshot on that aswell).

Resolved

€440

PowerUpCasino - Not closing my account

I asked PowerUpCasino.com to close my account. I got confirmation of account closure, but later I was still able to log in, and I emailed them again to close it, but I got ignored.

Today I logged in again and was able to deposit and lost 250€.

I want the 250€ refund and for them to close my account for real!

They are aware of my gambling problem, and I have closed every casino where I have played, but I was able to log in here and lost 250€ because their system has not closed my account even though I said I have a problem.

Resolved

€250

Casino delaying my payment for over a month

Hi please can you help me in resolving an ongoing issue with the casino. They have been delaying my payment without providing a clear reason.
 
Initially, there were delays with my verification. I have submitted all requested documents again, even though I was already verified previously. Despite this, my withdrawal is still pending, and the funds have not been released.
 
This situation has been very frustrating and exhausting for me, and I would truly appreciate any assistance you can provide in helping move this forward. I currently have €1,000 pending with them.
 
Thank you very much for your time and support. I really appreciate your help.

Resolved

€1,000

Delayed payment despite being verified

Hi,

I’ve played at PowerUp Casino before and never had problems withdrawing. About a month ago, I deposited and played with my own money, had a win, and was asked to verify my account.

I submitted all the requested documents, and my account was fully verified 9 days ago. On the same day, I requested a €500 withdrawal, followed by two more of the same amount.

Despite being verified, I still haven’t received any of the payments. I’ve contacted support multiple times, and each time I’m told the funds will be sent soon and to just wait a little more, but nothing changes.

I’m starting to lose trust in this process and would really appreciate your help in getting my funds released.

Thank you.

Resolved

€1,500

Complaint Against PowerUp Casino Unjustified Withdrawal Delay

Dear AskGamblers Team,

I am filing a complaint against PowerUp Casino due to an unreasonable delay in processing my withdrawal, which has now been pending for almost a month.

After winning and requesting a withdrawal, I fully complied with their KYC process and submitted all requested documents. PowerUp Casino later asked for a transaction history from my crypto wallet, which I provided twice via live chat. I also explained that Trust Wallet does not offer downloadable PDFs, but the transaction history is clearly visible and fully traceable on the blockchain, which I encouraged them to review themselves.

Despite repeated follow-ups, I continue to receive vague responses such as “the relevant department is looking into it”, without any progress or resolution. This kind of generic reply after such a long delay suggests a lack of professionalism and raises serious concerns about the casino’s willingness to pay out legitimate winnings.

There is no valid reason for this ongoing delay, as all requested information has been submitted. I believe this conduct is unacceptable and request AskGamblers' assistance in ensuring that PowerUp Casino processes my withdrawal without further obstruction.

I am prepared to provide any supporting documents, screenshots of the chats, and proof of the requested transactions.

Thank you for your time and support in resolving this matter.

Kind regards,

Resolved

€500

Delayed payment

Hi,

I’m writing to express my growing frustration with the unresolved delays in receiving my withdrawals from PowerUp Casino. I submitted withdrawal requests on the 4th, 7th, and 9th of April, and over 20 days later, none of these funds have been processed.

So far, I’ve received €1,500, and after a final payment of €500, the payouts suddenly stopped. Despite reaching out to customer support several times, I’ve only been told to wait due to a high volume of requests. While I understand delays can happen, I don’t believe it’s reasonable to be left waiting this long without proper updates—especially after completing all verification steps and already receiving partial payouts.

My total winnings amount to €7,780. With €1,500 received and another €1,500 currently marked as pending, that leaves €4,780 still owed to me. It’s concerning that such a large amount has been delayed for this long without any clear explanation or timeline.

I would really appreciate your help in getting this issue resolved.

Kind regards,

Resolved

€6,280