Good morning,
On the 5th Of October, i deposited 200€ with Powerup Casino and won 1233€. The account showed that there was no requirement to upload any KYC at this stage and was no option to in any case.
When I went to withdraw an error message appeared showing withdraw not accepted as restricted by the group. I went on the chat and the person told me that they are not sure what the problem is either as to why I cannot withdraw and told me they will escalate this with the finance team and to expect an email from them. This never happened.
It took 2 emails chasing this to finally receive an email response 10 days later telling me that my account is under review. I emailed my Kyc docs to them anyway. I have sent several emails, and been on chat several times which has been no help nor are my emails being responded to except on the 24th of October they emailed that my documents are being checked even though they did not ask for them, and chat said it is not required.
Chased and chased this and the Casino is ignoring my emails and has still not unlocked the account for me to make a successful withdrawal. Yesterday I tried for the final time and I cannot even log in now. I hope you can help resolve this matter, please.
I won this money and they have not paid it or allowed me to attempt to withdraw and not give me a reason why.
