Powbet Casino - Se niega el retiro del jugador debido a una regla de apuestas confusa.

My issue is that I have deposited 500 euros- I first deposited 100, then 200, and another 200 after that- and out of all that, I bet 200. Now, I want to withdraw the remaining money. The problem is, it's asking me to bet all of my deposit x1, as if I hadn't already bet money and now they want me to bet everything. I've tried starting chats on the platform to see if they can clarify things for me but to no avail. Could someone help me? I'd like to be able to withdraw the 300 euros I have left.

Mi problema es que he depositado 500 euros, primero ingresé 100, después 200 y después otros 200, y de todo eso he apostado 200 y ahora quiero hacer una retirada del dinero restante. El caso es que me pide que apueste todo mi depósito x1, como si no hubiera apostado ya dinero que ahora quieren que apueste todo. Y he estado intentando iniciar chats en la plataforma para ver si me lo pueden aclarar y tal y no. Una ayuda porque me gustaría poder retirar los 300 euros que tengo restantes.

Hello jesdr2,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Powbet Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did you claim any bonuses? When was the last time you spoke to the casino and what was it about?

Please note that the wagering of the deposit is common in every single online casino and serves to prevent anti-money laundering so the player has to wager all of his deposit at least once.

Looking forward to your answer.

Regards,

Nick

My account is not yet verified but because the page itself tells me that I do not need to verify it yet. There was a bonus that I did claim but I canceled it. The last time I spoke to the casino was the day before yesterday to ask about the withdrawal issue. The thing is that anyway, as for betting my entire deposit, I don't understand what exactly you mean. Do I have to bet everything on one bet? Or can I bet everything on various bets?

Mi cuenta aún no está verificada pero porque la propia página me dice que aún no hace falta que la verifique. Hubo un bono que sí reclamé pero lo cancelé. La última vez que hablé con el casino fue antes de ayer para preguntar lo del tema del retiro. El caso es que de todas formas en cuanto a lo de apostar todo mi depósito, no entiendo a que se refiere exactamente. Tengo que apostarlo todo a una sola apuesta? O puedo apostarlo todo en diversas apuestas?

And if I still try to bet my entire deposit on a single bet that is very safe and that I am convinced of winning, they won't let me bet it all either, they reduce it by like 100 euros or so, then I don't understand how they want me to bet my entire deposit. If, for example, I ended up doubling the money I have in the deposit with bets, to later withdraw it would I have to bet my entire deposit, with the new benefits? Or just the initial deposit amount you had? Because it would not make sense that after having won money they forced me to also bet it in order to withdraw it.

Y si aún así intento apostar todo mi depósito a una sola apuesta que sea muy segura y que esté convencido de ganar, tampoco me dejan apostarlo todo, me lo reducen como 100 euros o así, entonces no entiendo cómo quieren que apueste todo mi depósito. Si yo por ejemplo, acabase duplicando el dinero que tengo en el depósito con apuestas, para posterior ente retirarlo tendría que apostar todo mi depósito, con los nuevos beneficios? O solo la cantidad inicial de depósito que tenía? Porque no tendría sentido que tras haber ganado dinero me obligasen a apostarlo también para poder retirarlo.

Hello jesdr2,

You do not have to bet the entire deposit in one but but the sum of bets must be equal to the deposited amount. For example if you deposit 100€ you can make 20 bets for 5€ and so on as the point of it is to wager the full amount 1x.

Perfect. One last doubt. If, for example, I ended up doubling the money I have in the deposit with bets, or I had simply made profits, to later withdraw it, would I have to bet my entire deposit, with the new profits? Or just the initial deposit amount you had? I understand that once I have bet the initial deposit amount, if I make profits I could withdraw them, right? Because it would not make sense that after having won money they forced me to also bet it in order to withdraw it.

Perfecto. Una última duda. Si yo por ejemplo, acabase duplicando el dinero que tengo en el depósito con apuestas, o simplemente hubiera sacado beneficios, para posteriormente retirarlo tendría que apostar todo mi depósito, con los nuevos beneficios? O solo la cantidad inicial de depósito que tenía? Entiendo que una vez haya apostado la cantidad inicial de depósito, si consigo beneficios ya si que podría retirarlos no? Porque no tendría sentido que tras haber ganado dinero me obligasen a apostarlo también para poder retirarlo.

Hello jesdr2,

The wagering is required when making a new deposit so if you just keep accumulating winnings from the previous deposits and they have been wager, you should be able to withdraw. As we deal with only casino related complaints, we are not entirely sure how the wagering works while playing sports betting.

Is there anything else we could assist you with?

Dear jesdr2,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.