PowerUp Casino - El retiro del jugador se ha retrasado.

Of course I don't live in Puerto Rico, why can't I change that.

Verification takes months, not just weeks. Communication is blocked, and no one knows what the chat room is doing. Maybe the shack will get in touch here; nothing's happening via email or chat.

ich lebe natürlich nicht in Puerto Rico, wieso kann ich das nicht ändern.

Verifizierung dauert Monate, nicht nur Wochen. Kommunikation wird abgeblockt, wozu der Chat da sitzt, weiß niemand. Vielleicht meldet sich der Schuppen hier, per Mail und Chat kommt ja nichts.

Dear katjaleesch, 

Thank you very much for submitting your complaint. I’m really sorry to hear about your issue with PowerUp Casino. I’m afraid I will need more information regarding your problem. Please could you elaborate?  

Do I understand correctly that you have requested a withdrawal and have been waiting for it for over 2 months? Do you have your account verified, or is it still under review?

I will be waiting for your reply patiently. 

Best regards, 

Natalia

Hello Natalia,

My account is suddenly fully verified. The document from March! is now also verified, and a final document within an astonishing 3 days (but I let that slide because I didn't feel like dealing with it any longer). I think the casino itself is good: great offers, RTP is great (I won), and the bonus conditions are fair and transparent, but the communication is terrible. The chat doesn't work at all, with a few exceptions, but they basically do nothing except stall, and by email, you actually wait at least a week or longer, or you simply get nothing. Constantly some kind of "system error." It's a shame, really. Best regards, Katja

Hallo Natalia,

mein Konto ist plötzlich vollständig verifiziert. Das Dokument vom März! ist jetzt auch verifiziert und ein letztes Dokument innerhalb von erstaunlichen 3 Tagen ( das habe ich aber schleifen lassen, weil ich zwischendurch keine Lust mehr hatte, mich damit zu befassen). Das Casino an sich finde ich gut, tolle Angebote, RTP supi (hab ja gewonnen) Bonusbedingungen fair und transparent, aber die Kommunikation ist unterirdisch. Der Chat geht bis auf wenige Ausnahmen gar nicht, machen aber im Prinzip auch nix außer hinhalten, und per Mail wartet man tatsächlich mindestens eine Woche, oder länger, oder es kommt einfach nichts. Ständig irgendwelche "Systemfehler". Schade eigentlich. LG Katja

Dear katjaleesch,  it's great to hear our account got finally verified, congratulations on that!

Could you please specify if you're having trouble with the withdrawal of your funds? Or can I assist you with anything else?

If you cannot explain what exact issue you have been experiencing with this casino, we won't be able to help you, so more clarification from you would be appreciated.

Regards,

Natalia

Hello Natalia,

I thought I'd already declared everything. I requested a payout on March 8th for €500, and on March 15th for €50. Verification took forever, 10 weeks. Communication was below par. Chat, no idea what he's doing there. That alone is insane. Yippee, I've finally verified my account for 10 days, and still nothing has happened. No payout. These scams must be banned urgently.

Greetings Katja

Hallo Natalia,

ich dachte ich hätte schon mal alles angegeben. Auszahlung beantragt am 08.03. 500€ und 15.03 50€. Verifizierung zog sich ewig hin, 10 Wochen. Kommunikation unter Null. Chat, keine Ahnung wofür der da hockt. Das allein ist alles schon krank. jippie seit 10 Tagen endlich das Konto verifiziert und es passiert immer noch nichts. Keine Auszahlung. Solche Schuppen müssen dringend verboten werden.

Grüße Katja

Thank you very much for your reply, katjaleesch. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Have you made any successful withdrawals before? 
• Have you used the same payment method for withdrawals as you used for deposits?
• Have you accumulated your winnings with or without an active bonus?
• Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here.

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, 

Natalia

Hello Natalia,

No withdrawal yet, verification took 8-9 weeks.

Deposit method equals withdrawal method

I think I won before I used the bonus, I can't remember and you can't see anything on the website anyway, but even if you did, there's no limit, which is one of the only good things there.

There is practically no relevant communication - zero.

Live chat always, really always the same blah blah. For 10 weeks now

Otherwise NOTHING happens.

LG

Hallo Natalia,

noch keine Abhebung, verifizieren hat ja schon 8-9 Wochen gedauert.

Einzahlungsmethode gleich Auszahlungsmethode

gewonnen habe ich glaube ich vor Bonuseinsatz, ich kanns gar nicht mehr sagen und auf der website kann man eh nichts nachvollziehen, aber selbst wenn, es gibt kein Limit, mit das einzig Gute dort.

Relevante Kommunikation gibt es praktisch nicht - Null.

Livechat immer, wirklich immer das Gleiche blabla. seit mittlerweile 10 Wochen

Ansonsten kommt NICHTS.

LG

Thank you very much, katjaleesch, for your cooperation. I will now transfer your complaint to my colleague Kubo (jakub.m@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 katjaleesch,

We would like to update you that due to Kubo, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kubo 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 Kubo will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

The payout has actually been made, after almost three months. Thank you. Gambling is one thing, but then ripping people off using every means possible. Thanks again.

Es wurde jetzt tatsächlich ausgezahlt, nach knapp 3 Monaten. Danke an Euch. Glücksspiel ist ja eine Sache, aber dann noch mit allen Mitteln abzocken. Danke nochmal.

Dear katjaleesch,

I’m happy to hear that your issue has been resolved! I’ll mark your complaint as "resolved" in our system. Thank you for your cooperation. If you face any further challenges with this or any other casino, please feel free to contact our Complaint Resolution Center. We’re always here to help!

We hope you had a great experience with our services. Although we don’t charge fees or accept tips, your feedback is essential to us. If you could take a moment to share your experience on Trustpilot (link here), we would really appreciate it. Your honest review and any suggestions for improving our complaint resolution process would be invaluable, helping others who might need assistance.

Thank you for helping us improve!

Best Regards,

Kubo