PowerUp Casino - Self excluding not been actioned

Dear Customer,

Thank you for contacting us.

We want to convey that we were not informed by you about your gambling problems when you initially requested account closure. Your request included a desire for a bonus, which your VIP manager replied by providing the bonus on 4th July.

Upon receiving your second closure request, the VIP manager responded promptly and in the communication, we asked you for the reason of your account closure to provide you with better customer service, we also mentioned that if you weren’t interested, we would proceed with closing your account. After receiving the bonus, since you did not reply to our email and didn’t request the closure of your account at that time, your account remained open.

Moreover, you were in direct contact with the VIP manager via whatsapp and you did not want to close the account, you just wanted the bonus, this was also a reason that your account remained open.

We would also like to bring your attention to that fact that as soon as you contacted us with your closure request and informed us about your gambling problems, we took immediate action and closed your account. Rest assured, we have taken the necessary measures to ensure that your account remains permanently closed.

Moreover, we would like to kindly draw your attention to the following article from our Terms and Conditions, which you agreed to before registering:
- 6.6.2 No refund can be performed after the deposit in question (or the associated bonus) has been used to place a bet.

Therefore, pursuant to the aforementioned article, there is no refund available for your account.
We wish you all the best for your future activities.

Yours sincerely,
Customer service

Hi,

Thank for you your reply. Unfortunately your reply does not state the facts. The conversation I had around bonus and account closure was as a result of a conversation i had had with your support via chat. This is when I got an email from a VIP account manager addressing my account closure request. This is completely separate to an email that I had sent your support - twice!! asking for self exclusion.

Please review the timings, the reply and look at the breach holistically as what you stated above is not correct. Only once I sent the compliant (email number 3) did my account get self excluded. Why did my other emails to self exclude get ignored? Your terms state self exclusion within 24 hours of email and you failed. My request still stands that I would like a refund of the deposits made when self exclusion process was not followed.

Thanks

Dear PowerUp Casino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and evidence that could support your accusations towards the player. Please make sure to state all the relevant casino and/or promotional terms that you believe have been breached by the player, if any. Please send required information to suppor­t@a­skg­amb­ler­s.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be in aware that in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved. 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 Customer,

We appreciate your correspondence.

We would like to inform you that we did not receive any email from you on 4th July which you are claiming.

In order to review your query, we kindly ask you to provide us with the following proofs:
- the original email from 04.07.2024 downloaded in an .eml file;
- the case number that you have received from us after sending us the email;
- also forward us the email you sent on 04.07.2024

You can send these documents directly to us via email.

Thank you for your understanding!

Best Regards,
Customer Service

I have forwarded you the email and attached the original email to the forward in .Emm format which clearly shows email sent 4th July and can be validated by checking headers and message ID.

Hopefully this gives you sufficient visibility to understand where your process broke down and initiate a refund process .

Thank you

Dear Customer,

Thank you for your email.

As mentioned by you on 16.07.2024, you received ticket confirmations acknowledging the receipt of your closure request emails. May we please ask you to forward us either the screenshots of said confirmations or the case number (has to be 8 digits long) that was assigned on them?

Thank you in advance.

Best regards,
Customer Support

I’ve emailed you one of my support ticket numbers . I can’t seem to find the ticket number for my other email on the 4th July but you should be able to trace that pretty easily in your system. The message ID and all email records are in the header of the original email. From someone that works in IT, it is all traceable under the message ID if you can’t see it in your ticketing system, it will be in your email logs. It’s all traceable and your IT people should be able to help :)


Looking at other complaints, this seems to be a common trend.

Looking forward to getting this resolved and my money refunded.

Thanks

Dear Customer,

We appreciate your correspondence.

We searched and we would like to inform you that we did not receive any email from you on the 4th of July. Since you did not receive a case number from that email, it confirms that your message was not sent to us.

Additionally, as mentioned in our previous correspondence, we were not informed about your gambling problems previously and as soon as we were made aware, we took immediate action and closed your account. Please be assured that your account is now permanently closed.

We also kindly draw your attention to the following article from our Terms and Conditions, which you agreed to before registering:

6.6.2: No refund can be performed after the deposit in question (or the associated bonus) has been used to place a bet.

In accordance with this article, we are unable to provide a refund for your account.

We wish you all the best in your future endeavours.

Best Regards,
Customer Service

Dear @Nzgambler,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if the required email and ZD ticket number have 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 email 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.

This is a consistent theme that you guys have and say “we didn’t receive email”. @askgamblers I suggest you look into this pretty carefully as this needs to be known to their customers.

I have provided a copy of the email in question, which clearly shows that it was sent, including all relevant header. Please can you provide a screenshot from your Office365 admin console searching under the message ID and share your results.

I reiterate that I’ve provided information stating my self exclusion request was ignored by your team annd only when I escalated this after 2 emails did I get a reply and because my email retention policy is 7 days I can’t provide a ticket number.

You are very clear not doing the right thing here by acknowledging your internal processes are broken and honouring a refund. Thriving on problem gamblers is against the law. Please just do the right thing and honour the refund so we can put this to bed.

Dear PowerUp Casino,

The AskGamblers Complaint Team is kindly asking you to provide evidence/screenshots that you didn't receive the aforementioned self-exclusion request from the player. Please send required information to suppor­t@a­skg­amb­ler­s.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be in aware that in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

askgamblers the license for them us casinos now PHILIPPINE AMUSEMENT & GAMING CORPORATION OFFSHORE GAMING LICENSE so you might want to update any information you hold as it’s still showing on your site as Curaçao eGaming license holder.


@powerup please do the right thing and accept your internal processes have failed to protect. It’s very clear here.

Dear @Nzgambler,

Rest assured that the AskGamblers Complaint Team is in contact with the PowerUp Casino team and your case is being handled accordingly. Updates will be provided in due course.

Thank you for understanding.

Dear AskGamblers team,

Please be informed that we sent you an email to suppor­t@a­skg­amb­ler­s.com.

Best regards,
PowerUpCasino.com

Looking forward to an update and a fair resolution. Thank you

Dear AskGamblers team,

We are looking forward to your reply to our email.

Best regards,
PowerUpCasino.com

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that PowerUp Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.