Complaint #41 PowerUp Casino

Delayed payment

By mastermind4

1 year ago

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,

Disputed Casino PowerUp Casino

Reason Delayed payment

Amount €6280

Discussion

AskGamblers

• Support Team

1 year ago

Dear @mastermind4,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and let us know if you have received the disputed payment. Please be notified that, in case you fail to respond within the given timeframe, we will consider your case resolved and it will be closed accordingly.

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 and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

PowerUp Casino

• Representative

1 year ago

Dear mastermind4,

We are happy to confirm that your earlier withdrawals has been processed, and the money has been sent from our side on 30th April, 2025. The funds can take 3 - 5 working days to appear in your account, however, this is subject to the payment method used and your bank standards.

The recent withdrawal requested on 30th April, 2025. Will be processed at the earliest as possible. Thank you!

Kindly note that you can have a maximum of 3 (three) active withdrawal requests each having gap of 24 hours and for the forth one you have to wait for any one of the earlier 3 withdrawal request to be processed.

Our team wishes you all the best for your future activities!
Best regards,
PowerUpCasino.

mastermind4

1 year ago

Hi,

I just wanted to check in again, as I haven’t received any updates. I’m still waiting for my funds to be sent.

AskGamblers

• Support Team

1 year ago

Dear PowerUp Casino,

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

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly.

Thanks in advance for your cooperation.

PowerUp Casino Complaint Stats

Resolved 24 / 24

Avg. Amount $2,145

Avg. Complaint Duration 14 days

Avg. Response Time 2 days

PowerUp Casino Complaints

See all complaints for this casino

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

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$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.

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$1,350

Casino holding my money

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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.

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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).

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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.

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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.

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€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

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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

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Delay of verification of my account

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I’ve been experiencing a delay in the verification process with this casino for over two weeks now. All of my documents have been verified, except for the transaction history document, which I uploaded for the first time more than two weeks ago. Since then, I’ve uploaded it five more times, but my verification still hasn’t been completed. Each time I upload the document, it seems to disappear the following day when I log in.

On March 19th, I sent them an email regarding this issue, along with the requested transaction history document, but I haven’t received any response.
Each time i asked their support about it, i was advised to wait longer and they said there is nothing to worry about, but i don't trust them.
I had previously tried resolving this with you, but I didn’t attach any document at that time as I didn’t know i can set it as private. Thank you for looking into this.

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€5,344

Too long delay of my payment

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I contacted the casino multiple times to ask about my withdrawal, which is still pending, but every time, they told me to wait a bit longer.

I verified my account more than 10 days ago, and I still haven't received any money.

Today I was told again to wait a bit more, but I have already waited long enough to receive my money.

Can you please help me with this issue?

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€3,773