Powbet Casino - El retiro del jugador se retrasó y se devolvió incorrectamente.

I made a €500 withdrawal request from Powbet. After several days of waiting, they finally marked the withdrawal as "completed," but the money never arrived in my bank account.

During this entire time, I kept sending emails and contacting support, but I didn't receive any clear answers or real solutions, only empty phrases asking me to keep waiting. This lack of attention left me feeling terribly desperate, as I didn't know if my money had been lost or if I was being scammed.

They even asked me for a bank statement for the entire month, which I had to request from my bank, paying €5 out of my own pocket, just to prove the money had never arrived. That means, in addition to not receiving my withdrawal, I had to spend even more money because of their poor management.

Many days went by like this, and finally, Powbet returned the money, not to my bank, but back to my player account balance, as if they wanted me to play again. I didn't ask for that. It was a unilateral decision, without consulting me, and I felt completely manipulated.

I was emotionally exhausted, frustrated, and anxious, and in that state of helplessness, I ended up gambling that money and lost it. But I didn't lose it gambling by choice; I lost it because I was forced to have that money back where I was most vulnerable.

Not only do I consider this an abusive and manipulative practice, but I also have all the evidence to support my story: the emails I sent, the exact dates of the withdrawal, the responses I received, the bank statement they requested, and the time the money was returned to my balance.

I demand that the €500 be returned to me because this wasn't a normal gambling loss. It was the direct result of a chain of errors, negligence, and disregard for the user's well-being. And that can't go unpunished.

Hice una solicitud de retiro de 500 € en Powbet. Tras varios días sin procesarse, finalmente marcaron el retiro como "completado", pero el dinero nunca llegó a mi cuenta bancaria.

Durante todo ese tiempo estuve enviando correos y contactando al soporte, pero no recibía respuestas claras ni soluciones reales, solo frases vacías pidiéndome que siguiera esperando. Esa falta de atención me generó una desesperación terrible, ya que no sabía si mi dinero se había perdido o si me estaban engañando.

Incluso me pidieron un extracto bancario de todo el mes, el cual tuve que solicitar a mi banco pagando 5 € de mi bolsillo solo para demostrar que el dinero nunca había llegado. Es decir, además de no recibir mi retiro, tuve que gastar aún más dinero por culpa de su mala gestión.

Pasaron muchos días así, y finalmente Powbet devolvió el dinero, pero no a mi banco, sino otra vez al saldo de mi cuenta de jugador, como si quisieran que volviera a jugarlo. Yo no pedí eso. Fue una decisión unilateral, sin consultarme, y me sentí completamente manipulado.

Estaba agotado emocionalmente, frustrado, ansioso, y en ese estado de impotencia terminé apostando ese dinero y lo perdí. Pero no lo perdí jugando por decisión propia, lo perdí porque me forzaron a volver a tener ese dinero donde más vulnerable era.

No solo considero esto una práctica abusiva y manipuladora, sino que además tengo todas las pruebas que respaldan mi versión: los correos que envié, las fechas exactas del retiro, las respuestas que recibí, el extracto bancario que me pidieron, y el momento en que el dinero fue reintegrado al saldo.

Exijo que se me devuelvan esos 500 €, porque no se trató de una pérdida de juego normal. Fue el resultado directo de una cadena de errores, negligencia y desprecio por el bienestar del usuario. Y eso no puede quedar impune.

Dear fifsa23,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I understand the situation is frustrating, but sadly, since you have played/lost your winnings, I’m afraid there is not much we can do for you. The player is the only one responsible for their account, active balance, and all the bets taking place. I understand that this would have never happened if you could withdraw on the first attempt but at this point, we cannot ask the casino to refund your lost winnings. We would really like to help, but it is impossible this time.

Please let me know if there is anything else I can help you with; otherwise, I will be forced to close this complaint.

Thank you very much in advance for your understanding.

Best regards,

Kristina

Dear Cristina,

Thank you for your response. However, I cannot accept this ruling as fair or final, as it fails to take into account the fundamental facts of my claim.

As I explained, the withdrawal of my €500 was not handled correctly by the casino, and after days of waiting, evasive responses, and requests for additional documentation (which even incurred bank charges), the money was returned to my gaming balance without my consent. This decision was unilateral, unsolicited, and taken after I had already expressly requested a bank withdrawal.

I lost the money in a context of emotional exhaustion, anxiety, and helplessness, created precisely by the poor management of the withdrawal. This wasn't a voluntary bet under normal conditions, but a situation caused by the operator's lack of attention, communication, and professionalism.

That's why I reiterate: I'm not claiming an ordinary gambling loss, but rather the result of a chain of errors and negligence that left me with no options.

I ask that you reevaluate my case taking these essential elements into account. If I don't receive a fair resolution, I will be forced to escalate this situation to the appropriate regulatory authorities and share my experience publicly to prevent other users from experiencing the same thing.

Thank you in advance for your understanding and reconsideration of my request.

Estimada Cristina,

Gracias por su respuesta. Sin embargo, no puedo aceptar esta resolución como justa ni definitiva, ya que no toma en cuenta los hechos fundamentales de mi reclamación.

Tal como expuse, el retiro de mis 500 € no fue gestionado correctamente por el casino, y tras días de espera, evasivas y solicitudes de documentación adicional (que incluso me generaron costes bancarios), el dinero fue reintegrado sin mi consentimiento al saldo de juego. Esta decisión fue unilateral, no solicitada y tomada cuando yo ya había pedido expresamente un retiro bancario.

Perdí el dinero en un contexto de agotamiento emocional, ansiedad e impotencia, creado precisamente por la mala gestión del retiro. No se trató de una apuesta voluntaria en condiciones normales, sino de una situación provocada por la falta de atención, comunicación y profesionalismo del operador.

Es por eso que reitero: no estoy reclamando una pérdida de juego ordinaria, sino el resultado de una cadena de errores y negligencias que me dejaron sin opciones.

Les solicito que reevalúen mi caso teniendo en cuenta estos elementos esenciales. En caso de no obtener una solución justa, me veré obligado a escalar esta situación ante las autoridades regulatorias correspondientes y compartir mi experiencia públicamente para prevenir que otros usuarios pasen por lo mismo.

Gracias de antemano por su comprensión y por reconsiderar mi petición.

Thank you for your reply, fifsa23. I understand that this situation is frustrating, but that doesn't change the fact that we cannot request the casino to refund a balance lost during regular gameplay. Withdrawal requests are frequently canceled for various reasons, not solely due to the casinos' decisions, as payment providers often reject transactions. Unfortunately, if you have no remaining balance, we are unable to investigate the circumstances further.

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.