Powbet Casino - La solicitud de retiro del jugador fue cancelada.

Hello, I requested a withdrawal of my funds on April 29th and saw that after the 3 business days they informed me it would take for the withdrawal to be processed, it was still pending. I spoke with online support, and they advised me that they would notify the "financial department". After another 3 days, I contacted them again, and they told me they would contact them again, and that by the end of the week, my withdrawal should be processed. This led me to suspect that they are delaying the payment as much as possible in hopes that I would gamble the money again. Now they've canceled the withdrawal, stating that they've changed their payment provider, and that I have to deposit more money so the new payment provider can have my details in order to make a withdrawal. Of course, if I deposit money, I have to bet it first, risking a loss. In my opinion, this is highly unethical on their part.

Buenas, tras realizar un retiro de mis fondos el día 29 de abril y ver que pasados los 3 días hábiles que me indican para que se haga efectivo el retiro y que sigue todavía pendiente hablo con soporte en linea y me indican que avisan al "departamento financiero". Al pasar otros 3 dias vuelvo a contactar y me dicen que contactan otra vez y que para final de semana debería estar haciendome sospechar que están retrasando el pago todo lo posible para que vuelva a apostar el dinero y ahora me cancelan el retiro diciendo que han cambiado de proveedor de pagos y que debo depositar mas dinero para que el nuevo proveedor de pagos tenga mis datos y poder asi retirarlo, pero claro si deposito dinero tengo que apostarlo antes, arriesgandome a perderlo cosa que me parece muy poco ética por su parte.

Dear Rho775,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Have you made any successful withdrawals before? 
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Hello, this is the first withdrawal of funds I have made.

Buenas, se trata del primer retiro de fondos que realizo.

Regarding verification, I have asked and they tell me that it is not necessary to provide information, if not, they will let me know. Attached is a screenshot of the transcript of the live chat in question.

I have not used any bonus

En cuanto a la verificación he preguntado y me dicen que no hace falta aportar información, que en caso contrario me lo harán saber. Adjunto captura de la transcripcion del chat en vivo en cuestión.

No he empleado ningun bono

I have made a new withdrawal of funds for the same amount and have proceeded to ask the live support different questions, attached screenshot of the transcript.

Now the estimated time instead of 1 to 3 business days is 3 to 5 and there is no longer a problem with the payment provider.

All of this makes me suspect that they are deliberately delaying the withdrawal of funds and then canceling it under X cause so that in my desperation and "need" I would bet the money again.

Add that I have not used any bonus.

He realizado un nuevo retiro de fondos por el mismo importe y he procedido a preguntar al soporte en vivo diferentes cuestiones, adjunto captura de la transcripción.

Ahora el tiempo estimado en vez de 1 a 3 dias habiles es de 3 a 5 y ya no existe problema con el proveedor de pagos.

Todo esto me hace sospechar que estan retrasando deliberadamente el retiro de fondos y luego cancelandolo bajo X causa para que en mi desesperación y "necesidad" vuelva a apostar el dinero.

Añadir que no he hecho uso de ningún bono.

Hello, they have canceled my new withdrawal again. I attach screenshots of both the movements and the "explanation" of the live support.

Buenas, me han vuelto a cancelar el nuevo retiro. Adjunto capturas tanto de los movimientos como de la "explicación" del soporte en vivo.

Thank you very much, Rho775, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello good! I have finally managed to withdraw the funds after many conversations with PowBet support. For my part the case is closed.

Thank you very much for your willingness as well.

Buenas! Finalmente he conseguido retirar los fondos tras muchas conversaciones con el soporte de PowBet. Por mi parte el caso está cerrado.

Muchas gracias igualmente por su disposición.

Dear Rho775,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot (https://www.trustpilot.com/evaluate/casino.guru). An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

 Michal V from Casino.Guru