Beschwerde #49 PowerUp Casino

Complaint Against PowerUp Casino Unjustified Withdrawal Delay

Von Zarazzzz

vor 10 Monaten

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,

Unseriöses Casino PowerUp Casino

Grund Verzögerte Auszahlung

Betrag €500

Diskussion

AskGamblers

• Support Team

vor 10 Monaten

Dear @Zarazzzz,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note 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 complaint 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

vor 10 Monaten

Dear Zarazzzz,

Kindly be advised that all your requested withdrawals are paid from our side, and you will receive them in very short period of time into your bank account.

Thank you and have a great day.

Best Regards,
PowerUpCasino Team

PowerUp Casino

• Representative

vor 10 Monaten

Dear Zarazzzz,

Thank you for the provided information and sorry for the issue you are facing.

We have forwarded the details to the relevant department, so that they look into this further. As soon as there is an update, you will be notified immediately by email.

Best Regards,
PowerUpCasino Team

Zarazzzz

vor 10 Monaten

I got one of the payouts but there is more in waiting progress still

PowerUp Casino Beschwerde-Statistik

Gelöst 23 / 23

Durchschn. Betrag $2,421

Durchschn. Dauer 14 Tage

Durchschn. Antwortzeit 2 Tage

PowerUp Casino Beschwerden

Alle eingegangenen Beschwerden ansehen

Beschwerde stornierte Auszahlung

Betreff: Beschwerde über wiederholt stornierte Auszahlung

Sehr geehrte Damen und Herren,

zum wiederholten Male versuche ich, eine Auszahlung in Höhe von 500 € vorzunehmen, doch jede einzelne wird ohne nachvollziehbare Begründung storniert.

Ich verwende für die Auszahlung dieselbe Methode, mit der ich eingezahlt habe (Ripple), was laut Ihren Richtlinien eigentlich kein Problem darstellen sollte. Dennoch erhalte ich im Live-Chat jedes Mal eine andere Erklärung für die Stornierung – mal sind es technische Probleme, mal wird behauptet, Ripple sei nicht verfügbar.

Ich erwarte eine verbindliche Antwort und eine zeitnahe Lösung dieses Problems. Andernfalls sehe ich mich gezwungen, weitere Schritte einzuleiten.

Es handelt sich um 3500€

Mit freundlichen Grüßen
Pascal

Abgelehnt

€3,500

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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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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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.

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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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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.

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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,

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Delay of verification of my account

Hi,

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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