PowerUp Casino - No withdrawal after three weeks

Dear @Lucru1509,

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.

Hi Lucru1509,

Apologies for the time it has taken for your withdrawal to be processed.

Upon checking and looking into this, we can see that this is your first withdrawal. As it is your first, you are required to complete your account verification before proceeding.

In order to complete your request, please follow the steps below for verification:

1. Log into your PowerUp Casino account.
2. Go to the top right corner and click the emblem
3. Choose the option verification

Here you will see all the documents required for verification. please complete this process, once this is done our team will be able to perform all checks needed to proceed with your withdrawal.

Thank you for your patience,

Kind regards,
PowerUp Casino

Dear @Lucru1509,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if the required verification paperwork has already been sent to the PowerUp Casino team 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. Should you refuse sending the required verification paperwork or fail to update your complaint in a timely manner, we will have no other choice but to reject the case and recommend you to forward it to the relevant regulatory body.

Thanks for your cooperation.

Dear all,

This complaint has been reopened as per the submitter's request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved in the dispute reach a satisfactory resolution.

Hello Powerup,
ist not possible to finish the verification because I cant Upload anything.

Hi Lucru1509,

Sorry to hear that you have not been able to upload all the required documents and for any distress this may have caused.

I have spoken to support and they have assured me that the documents that you did manage to upload are being checked now.

Thank you for your patience.

Kind regards,
PowerUp Casino

Hi PowerUp Casino,
nothing has changed so far.
Your Luc

Hi Lucru1509,

Apologies for any inconvenience this has caused.

We ask for your patience while the checks are being made and we will update you as soon as we can. We have also chased up the matter for you.

Thank you again for your patience.

Kind regards,
PowerUp Casino

Hi PowerUp Casino,
Can you plz assign me an agent who can tell me exactly what I must upload. Your normal email support is not really helpful. And at this time its feels that you want more ands more. Thank you.

Hi Lucru1509,

I'm afraid we can not assign agent to you, we understand that you are frustrated and we will help you through this.

Could you please provide detailed screenshot with detailed information regarding transaction of 2500EUR received on 20.07.24 in your Mifinity account, Please provide proof for that the winnings are from another casino.

DVS will have detailed explanations regarding what is needed.

We apologise for the inconvenience this has caused you and we continue to thank you for your patience.

Kind regards
PowerUp Casino

Dear @Lucru1509,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if the required verification paperwork has already been sent to the PowerUp Casino team 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. Should you refuse sending the required verification paperwork or fail to update your complaint in a timely manner, we will have no other choice but to reject the case and recommend you to forward it to the relevant regulatory body.

Thanks for your cooperation.

You want documents that I don't have. How I should upload a bank statement for the Jeton Wallet. Jeton provides no bank statement for the wallet, only for the card. And you declinded screenshots. And how I upload a proof that the money is from a other Casino. ( Now i have upload a screenshot that show a withdraw from a other casino per Mifinity) That is the only thing that is possible. Plz be fair to me

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.

Hi Lucru1509,

Apologies for the inconvenience this has caused.

Your account is now verified and you can now make withdrawal requests.

Thank you for your patience

Kind regards,
PowerUp Casino

Dear @Lucru1509,

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.

Now I can make a withdrawl request but is pending. I write when I got the money.

Hi Lucru1509,

Please keep us informed, if you need any further assistance please let us know.

Thank you again for your patience and understanding.

Kind regards,
PowerUp Casino

Dear @Lucru1509,

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.