PowerUp Casino Complaints

Hello,

I would like to submit a complaint regarding two pending withdrawals from PowerUp Casino.

Withdrawal 1:

- Amount: 2059 CZK

- Requested on: 28 July 2026

Withdrawal 2:

- Amount: 2000 CZK

- Requested on: 29 July 2026

Both withdrawals are still under review.

Before requesting the withdrawals, I contacted the casino and asked whether my account required verification. I was informed that no verification was required.

After the withdrawals remained pending, I contacted live chat and support several times. Every response was generic and only stated that my withdrawals were "being processed by the financial department" or that there was a delay. No specific reason or estimated completion date has been provided.

The casino also confirmed by email that there is currently no verification request on my account.

I deposited using the same Visa/Mastercard that I selected for the withdrawal. I did not use any active bonus, and I am withdrawing my own funds.

I have tried to resolve this directly with the casino through live chat and email, but I only receive repeated template responses without any progress.

I kindly ask AskGamblers to help resolve this matter and assist me in obtaining my withdrawal or a clear explanation for the delay.

Thank you.

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.

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).

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.

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,

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,

Hi,

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?

The casino's website states that the withdrawal was paid February 20, but this money has never arrived in my bank account. I have contacted the chat about 10 times and sent two emails to support. From both, I have requested a receipt of the transfer, in case it went to the wrong account number, for example. In the chat, they tell me they will get back to me via email. However, in my case, this has not happened. I sent the first email regarding this matter on March 3, and it has not been replied to. I sent the second one on March 10, and that hasn’t been answered either. The chat told me to check with my bank, which I did, and the payment is not stuck anywhere. The casino has not helped in any way to resolve the issue.

This is My First Deposit am using Crypto USDT. I deposited just to try it very little just 20E.and luckily I won 120E. So for sure I want to test the withdrawal for first time to see credibility of casino.

First withdrawal at tuesday 25 February 2025.

I know the term of casino willing to pay at 3-5 BUSINESS DAY not Including Holiday.

Now Tuesday 4 March 2025. so already 5 Business Day. I know it's not delayed because still in last 5 Days but time is 22:14 2 hours to come delay payment.LOL.

Hello,

Powerup Casino is not responding they paid me 3500 I am trying to cash out. They just keep putting the money back.

The chat is not responding nor do they respond to emails. They paid me on 3 September and 7 October and now they have stopped paying

I see many complaints, hope they can respond here and tell me why they are not paying me.

I hope they can help me and AskGamblers is the resolution

I've been waiting for more than two weeks for my withdrawal from your casino, and the delay is really frustrating.

I've tried contacting your support team multiple times, but I still haven't received any clear information or updates about my payment.

This long wait is unacceptable, and I strongly urge you to prioritize processing my withdrawal as soon as possible. T

his experience has seriously affected my trust in your casino, and I hope this issue can be resolved quickly.

On two separate occasions, I have submitted requests for self-exclusion due to my problem gambling behavior. Despite receiving Zendesk ticket confirmations acknowledging the receipt of my emails, my account has not been self-excluded as per your website’s policy of closure within 24 hours. It is still active.

It has now been over a week since my initial request, and during this period, I have unfortunately deposited approx. $4,500. This continued access to my account, despite my explicit requests for self-exclusion, is a clear breach of your stated policies and has caused me significant financial and emotional distress.

Given this situation, I am seeking a full refund of the money deposited after my self-exclusion request. I believe this is a fair and reasonable resolution considering the breach, which is designed to protect individuals like myself who are struggling with problem gambling.

Looking forward to getting this resolved.

Dear Askgamblers Team,

I requested a withdrawal of 81$ LTC on 8th May 2024.

I waited for days and it didn't show any update. I did not receive any withdrawals.

On 13th May, the withdrawal was cancelled and the funds were back in my bookie account. I enquired about this to customer support and they said they had no idea why the withdrawal was cancelled.

I have no idea why the withdrawal took so long and despite that it was cancelled without any reason.

The verification panel is also closed and it says it does not require me to verify at this moment. So how am i supposed to get my funds back?

Kindly help me with this issue.

Thank you

Dear AskGamblers Support Team,

I hope this message finds you well. I am writing to bring to your attention a serious issue I have been experiencing with Power Up Casino, and I kindly request your assistance in resolving this matter.

On April, I initiated a withdrawal request for €9400 from my account at Power Up Casino. However, despite multiple attempts to verify my account and provide all necessary documentation, I have encountered numerous obstacles and have not been able to successfully withdraw my funds.

I have made several attempts to contact Power Up Casino's customer support team through their live chat feature and by email. Unfortunately, I have experienced persistent disconnections from the live chat, and my emails have gone unanswered.

I have followed all the procedures outlined by Power Up Casino for account verification and withdrawal requests. I have uploaded all required documents and have provided additional information as requested. Despite my efforts, I have not received any communication or updates regarding the status of my withdrawal.

This lack of response and failure to process my withdrawal request in a timely manner is unacceptable and has caused me significant frustration and inconvenience.

As a valued mediator in the online gambling community, I kindly request your intervention to help facilitate communication between myself and Power Up Casino and to expedite the resolution of this matter. I believe that your involvement will greatly assist in bringing about a swift and satisfactory resolution.

Please let me know if you require any further information or documentation from my end to assist with your investigation.

Thank you for your attention to this matter. I look forward to your prompt response and assistance in resolving this issue.

Sincerely,