PowerUp Casino - Declined withdrawal and support not helpful

Dear @reu,

The AskGamblers Complaint Team kindly asks you to clarify the total amount of the disputed payment/s.

Please keep in mind that, as per the AGCCS Guidelines, providing updates in a timely manner is a must.

Thanks for cooperating with the AskGamblers Complaint Team.

$2000 NZD is the amount

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. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Dear Askgamblers,

Could I please take the players Username so i can follow up with support.

Kind Regards.
PowerUp Casino

Dear PowerUp Casino,

Kindly note that the player's registered username and email with your casino could be found within the notification email sent by our complaint system automatically. To avoid losing time, however, we have just sent these manually in a private message.

Please confirm you have received the requested data and keep in mind that in case you fail to respond within the given timeframe we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Hi Askgamblers,

Thank you for the data as requested.

Kind Regards,

PowerUp Casino

Dear Customer,

Your withdrawal was successfully paid on 27.05.2024. Therefore, the case has been resolved from our side.

Best Regards,

PowerUp Casino

Dear @reu,

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.

9 days since my initial cash out attempt. I am still waiting on the funds, if they come in I will update here.

Dear Customer,

As explained earlier, all the withdrawals were successfully paid. We kindly request you to contact your bank if you haven’t received.

Best Regards,

PowerUp Casino

Hi

I will ask the bank as usually your deposits land within 3 days. But clearly something has changed on your payment system from your previous working deposits [ as I had to re-enter my bank details for some reason].

I am not convinced you have sent me the money successfully. Please keep this case open and I will update when the money is realised in my account.

Trust me I would like nothing more than this whole issue to be behind me. Yet I am still waiting.

I would also ask if you can check the money has not bounced back to your account while I wait for my banks reply.

If it has, I suggest using my swift code for the withdraw or restoring my previous working withdraw data.

Hi Powerup

I have spoken to my bank, they have not received or blocked any incoming money and said you should of requested a swift code from me like I originally told you but you did not.

They have asked for the IMT code International Money Transfer code so they can track it down. Can you please email me the IMT code as soon as possible, this is going on far too long.

Dear Customer,

Thank you for getting back to us.

We would like to inform you that the payment was received and it has been re-credited to your gaming account.

We kindly request you to withdraw again using the payment method of your choice.
Thank you for understanding and cooperation!

Best Regards,
PowerUp Casino

Hi

So the money has just ended up back in my gambling account, the payment bounced back to you I see. I feel like I am going crazy here.

You are suggesting I re-requested my withdraw but the data collection form for the withdraw has not changed. If I requested again we are just going to go back into the same 9 day cycle of no progress. I have tried 2 different ways to enter the data into your form, neither work. This is not incorrect data, you aren't asking for the right data.

I am going to clearly outline what is needed below, Powerup you really need to step your customer service up here.

1) Your old withdraw page use to ask the correct information. Your new one does not.
2) I need you to use my old withdraw data to pay me the $2000. The same one you payed me successfully with 3 times.
3) If you have lost that data you need to do a manual cashout for me and include the Swift code of my bank [ your form does not ask for this ] And your live support agents have no power to do anything.

How do we go forward Powerup casino? You use to be able to pay me out without any issues, then you changed your form and now you cannot pay me, even after suggesting the payment was cleared. Why are you asking me to attempt a 3rd cashout that will not work?

Askgamblers - As you can see their Customer support is running around in circles and not taking this case seriously, what else can I do ?

At this point I would be happy to take a Crypto withdraw, would that work for you?

Hi powerup

Your chat suggested crypto. So I was forced to deposit even more money just so I can use it as a withdraw method.

My withdraw is currently pending in crypto. I kindly ask you push this withdraw to the front of the queue as it has been 14 days now. Please don't make me wait another 72 hours. Also please make sure this one works and we can put this behind us

Hi

I have received this money via crypto. So the case can be closed.

I am quite disappointed as throughout this whole process live chat, email support and the responses on here never actually listened to the problem or provided a solution. Told me incorrect actions had been taken and constantly pushed the problem back to me even after I made it very clear what had gone wrong.

I had to solve the problem myself by depositing even more money just to unlock the ability to withdraw via crypto.

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.