PowerUp Casino - La cuenta del jugador ha sido cerrada debido a sospecha.

Hello Casino Guru Team,

Three days ago, I won nearly €25,000 on PowerUp. In the last few days, I played it down to €15,800 and decided yesterday to stop and cash out the rest.

I initiated the first withdrawal of €800 and during that time, my VIP manager authorized the second withdrawal. Then, I proceeded with the second withdrawal.

This morning, I wanted to check if there had been any progress but was unable to log into my account.

I contacted my advisor directly and was only told that my account is blocked due to suspicion of manipulation. Since then, I have been unable to reach anyone there. I've attached a screenshot here.

I hope you can somehow assist me, thank you in advance.

Hallo Casino Guru Team,

ich habe vor 3 Tagen auf PowerUp knapp 25.000€ gewonnen. In den letzten Tagen habe ich bereits auf 15.800€ runtergespielt und habe mich gestern entschieden aufzuhören und den Rest auszuzahlen.

Ich habe die erste Auszahlung von 800€ gestartet und während dessen hat mein VIP Betreuer die zweite Auszahlung freigeschaltet. Anschließend habe ich dann auch die zweite Auszahlung gestartet.

Heute Morgen wollte ich mal rein und schauen ob sich dort schon etwas getan hat, kam aber nicht mehr in meinen Account rein.

Ich habe meinen Berater direkt kontaktiert und mir wurde nur gesagt, dass mein Account aufgrund von Manipulationsverdacht gesperrt ist. Seitdem kann ich dort auch keinen mehr erreichen. Screenshot füge ich hier hinzu.

Ich hoffe, dass Ihr mir irgendwie weiterhelfen könnt, danke schon mal im Voraus.

Dear Tolgen45,

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.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• 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

I have played slot machines and of course live casino but mainly slot machines.

I had already completed the verification beforehand but also deposited money using other bank accounts that were not in my name. The deposit went through, however. The withdrawal must have been without a bonus.

habe Spielautomaten gespielt gehabt und auch natürlich live Casino aber hauptsächlich Spielautomaten.

die Verifizierung hab ich schon vorher abgeschlossen gehabt aber auch mit anderen Bank Konten eingezahlt die nicht auf mein Namen waren. Die Einzahlung ging aber durch. Auszahlung müsste ohne Bonus gewesen sein.

Thank you for your reply, Tolgen45. The vast majority of online casinos prohibit players from depositing with someone else's payment methods and it is considered a serious breach of AML (anti-money laundering) Policy. I have checked the T&Cs, and this is what I found:

engaging in any fraudulent activities, including, without limitation, using any credit/debit cards or other payment methods or funds not belonging to you, cases were funds are recalled/disputed;

Furthermore, please check our Fair Gambling Codex for Players:

Payments For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations.

Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card or this possibility is communicated beforehand. Technically it is very difficult to check who’s the owner of the payment method at the depositing stage. This can be checked only during account verification, which is usually done when a withdrawal is requested. Therefore, it is a player’s responsibility to use allowed payment methods only. If you’re not able to prove that you are a legitimate owner of the payment method and you haven’t received approval from the casino allowing you to use a third-party payment method, I’m afraid there’s not much we can do for you.

Thank you very much in advance for your reply and understanding.

However, the winnings were won with a deposit from my account, the deposits from other accounts were in the past

Der Gewinn wurde aber mit einer Einzahlung von meinem Konto gewonnen, die Einzahlungen von anderen Kontos waren in der Vergangenheit

Unfortunately, even if you made the deposit in the past, it still violated the casino rules and they can decide to close your account anytime. At this point, I can only recommend you always deposit with a payment method issued in your own name to avoid a similar situation in the future.

Due to the aforementioned reasons, this complaint will now be rejected. 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.