Powbet Casino - El retiro del jugador será confiscado.

Hello, the other day after depositing €2000, I managed to win €851 on a slot machine in a week and withdrew €500. I also placed bets, winning and losing, leaving me with a balance of €351 in real money. The surprise was that the next day my balance was €0, and I thought it had been stolen or someone had accessed my account. Well, Powbet took it all, deciding, for disciplinary reasons, to just say "screw you."

They don't give me any further explanations, or they just give me long answers, or they simply don't reply, or they pass the buck. Unfortunately, I've seen that they don't have a license in Spain, but they do in Curaçao. I'm considering filing a complaint with the gaming authority there, but I don't know what to do; it's a lot of money. I appreciate any help and advice. Best regards.

PS: In the image I'm sending you, it looks like a withdrawal was made that day at 11 AM, but I already had a €500 withdrawal pending, and that money disappeared. The €500 withdrawal remained pending, and Powbet kept the €351 for nothing! Thanks

Buenas el otro día después de depositar 2000 euros en una semana he conseguido ganar 851en una slot y he retirado 500 y he apostado ganado y perdido dejando un saldo de 351 euros de dinero real . La sorpresa fue que al día siguiente tenía 0 euros en el balance y pensé que me lo robaron o me entraron en la cuenta . Pues no powbet me lo quitó decidiendo por motivos disciplinarios y a tomar por saco hablando mal

.. no me dan más explicaciones o largas o simplemente no me contestan o pasan la bola . Desgraciadamente he visto que no tienen licencia en España si en curaçao estoy planteandome hacer una queja ante la ordenanza de juego de allí no se que hacer es mucho dinero .. les agradezco toda ayuda y consejo ... Un saludo

PD en la imagen que les mando se ve como que se hizo una retirada dicho día a las 11 de la mañana pero yo ya tenia la retirada de 500 a la espera y ese dinero desapareció y la de 500 siguió a la espera y los 351 se los quedo powbet por la cara!!! Gracias

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Dear Apr92,

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 contacted the casino customer support via email to ask about the reason why your winnings were confiscated?
• Have you engaged in sports betting as well?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

I've tried contacting them by email, live chat, etc., and they haven't even replied.

Yes, I have participated mainly with those 351 in winning and losing sports bets

And all this without a bonus, all with real money, and on top of that, after spending a lot of money on the deposit and still incurring losses. Thank you very much, Atila.

Si me he puesto en contacto por correo por chat en vivo etc y nada ni siquiera contestan

Si he participado sobre todo con esos 351 en apuestas deportivas ganadoras y perdedoras

Y todo esto sin bono todo con dinero real y encima después de gastar mucho dinero en depósito y teniendo perdidas aún encima. Muchas gracias atila

Dear Apr92,

Thank you for your reply. Could you please forward the message in which the casino announced their decision to confiscate your winnings? You can reach me via email at attila.g@casino.guru, or you can post screenshot here.

Thank you for your patience and cooperation.

Hello Atila, this is apr92, and I'm writing to provide evidence since Powbet isn't responding to my emails. They say they're investigating, but nothing's happening. Initially, they told me via live chat that they withdrew €351.25 for disciplinary reasons. A few days ago, they told me they don't do that and that I should withdraw my winnings myself, which is a lie. That same day at 1 PM, I withdrew €500, leaving €351.25. The shock came when I woke up the next day and the €351.25 was gone, and the €500 withdrawal was still pending, which usually takes 3-4 days to complete. I'm attaching screenshots of the live chat showing my balance of 351.25. It says I withdrew the remaining 500, and they marked the transaction as completed, which is a lie because I can't request another withdrawal with one pending. And it certainly doesn't complete on the same day, since Powbet takes 3-4 days. I'm also attaching the latest conversations with Powbet's live chat. Thank you so much, Attila!

Buenas atila soy apr92 y le escribo para evidenciar las pruebas ya que powbet no me contesta a los correos dicen que lo investigan pero nada . En un primer momento me dijeron por el chat en vivo que por motivos disciplinarios me quitaron los 351.25 euros y hace unos días me dijeron que no hacen eso que yo mismo retire las ganancias y es mentira ese mismo día a la 1 retire 500 euros y dejé 351.25 la sorpresa fue cuando me desperté al día siguiente y no tenía los 351.25 y si seguía la retirada de 500 pendiente que suele tardar 3 4 días en completarse . Ahora les adjunto las capturas de el chat en vivo y de como tenía 351.25 y sale como retire los 500 pendientes y ellos hicieron la transacción que la marca como retiro completado y es mentira porque yo no puedo solicitar otro retiro con uno pendiente ... Y menos aún se completa el mismo día ya que powbet tarda 3 4 días también le adjunto las últimas conversaciones con el chat en vivo de powbet muchas gracias attila!!!!

Dear Apr92, thank you very much for your reply. Could you please send me a bank statement covering your transaction history for the relevant period?

You can reach me via email at attila.g@casino.guru.

Thank you in advance for your cooperation.

Dear Apr92,

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.

Ya le envié hace una semana un correo con esa información y esas capturas a la dirección que me ha proporcionado . actualmente powbet me ha dicho esto y me ha cerrado la cuenta y por lo visto no me van a dar ese dinero... Esto me ha dicho :

[Redacted],

Thank you for your message. We understand your concern regarding the adjustment of 351.25 EUR from your account balance.

Please be advised that this action was taken following a review of your account activity, which identified funds that were incorrectly accrued. We would like to draw your attention to the following point in our Terms and Conditions which you accepted upon registration:

6.19: In case of software malfunctions, erroneous financial transactions, etc., the Company has the right to write off incorrectly accrued funds from the customer's accounts, and also undertakes to refund all amounts incorrectly written off or not accrued due to technical problems to customers' accounts during 30 (thirty) days from the time such failure has been detected.

Our technical department confirmed that these specific funds were the result of such an error, and the write-off was performed in strict accordance with the policy mentioned above.

We appreciate your understanding in this matter.

Best regards,.... Enfin lo doy por perdido pónganle las reseñas malas que puedan a powbet y lo que puedan lo peor del mundo

Dear Apr92,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Stefan (stefan.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Dear Apr92,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Powbet Casino to join this conversation and assist in addressing the complaint.

Dear Powbet Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Dear all,

We truly appreciate your patience.

We would like to inform you that we are working on your request with the highest priority.

Best regards,

Powbet Team

Dear Powbet Casino.

Thank you for your response and your cooperation.

Could you please provide us with an update on the situation?

We look forward to your response.

Dear All,

Thank you for your continued patience.

Please be informed that we are currently reviewing your case with the relevant department. Rest assured, we will notify you promptly as soon as we have an update.

Kind regards,

Powbet Casino Team

Dear Powbet Casino,

Thank you for your continued cooperation.

We kindly ask you to review the situation at your earliest convenience and provide us with your standpoint on the matter.

I look forward to your response.

Dear Alexinho69,

Thank you for your patience.

We have forwarded the details to the relevant department, so that they look into this further. As soon as there is an update, you will be notified immediately.

We sincerely apologize for the inconvenience caused. Rest assured we are doing our absolute best to resolve the matter as soon as possible.

Best Regards,

Powbet Casino Team

Hello Apr92,

We would like to update you that due to Stefan, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Stefan has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Stefan will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Powbet Casino,

Could you please provide us with an update on the situation?

I look forward to your response.

Dear Stefan,

We would like to inform you that we have contacted you via email.

Please check it when possible.

Best regards,

Powbet Team

Dear Powbet Casino,

I have responded to your email and will be awaiting your reply.

Dear Stefan,

We replied to your email. Please check it when possible.

We appreciate your patience.

Best regards,

PowBet Team

Dear Powbet Casino,

Thank you for your email. I have responded to it and will be awaiting your reply.

Dear Stefan,

We truly appreciate your patience.

We would like to inform you that we are in contact with the relevant team. Once we are provided with the relevant information, we will contact you immediately.

Best regards,

Powbet Team

Dear Powbet Casino,

Thank you for your response and continued cooperation.

I will extend the timer by an additional seven days and will await an update regarding the situation.

I look forward to your response.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Stefan,

Thank you for your patience.

We would like to inform you that we have contacted you via email. Please check it when possible.

Best regards,

Powbet Team

Dear Powbet Casino,

We have responded to your email requesting additional documentation.

We will now await your response and the requested materials so that we can continue reviewing the complaint accordingly.

I look forward to your response.