Casino holding my money

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.

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).

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.

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,

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,