PowerUp Casino - La retirada del jugador se ha retrasado.

The casino's website states that the withdrawal has been paid February 20, but this money has never arrived in my bank account. I have contacted the chat about 10 times and sent two emails to support. From both, I have requested a receipt of the transfer, in case it went to the wrong account number, for example. In the chat, they tell me they will get back to me via email. However, in my case, this has not happened. I sent the first email regarding this matter on March 3, and it has not been replied to. I sent the second one on March 10, and that hasn’t been answered either. The chat told me to check with my bank, which I did, and the payment is not stuck anywhere. The casino has not helped in any way to resolve the issue.

Hello arttuauranen2,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with PowerUP 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 accumulate your winnings with real money or did you use a bonus?
• When was the last time you spoke to the casino and what was it about?

Would it be possible to forward your statement from 24.2. up to this date to nikolas.b@casino.guru? As withdrawals may take up to 14 days to be processed, it's more likely that it has arrived later.

Looking forward to your answer.

Regards,

Nick

Hi! My account has been verfied since 7.2. I did get bonus when i made deposit. I spoke last with the chat on 19.3 about this problem. They said they will be in contact via email. I have not heard from them since. I sent statetment to the email adress. There is also screenshot from casino website about verification.

Dear Arttuauranen,

As per checking your account we can confirm that all three of your withdrawal request from February 2025, was processed and sent from our side.

We kindly request you to please share your bank statement from 1st February 2025 till 23rd March 2025. Please make sure you have not edited or modified your bank statement.

All the transaction from your bank statement within the time frame should we visible therefore, please upload the PDF as it is. So we can check with our relevant departments and help you further accordingly.

We are kindly waiting for your bank statement.

Best regards,

PowerUpCasino team

Hello arttuauranen2,

Could you please advise if you have forwarded the requested bank statement to the casino?

Additionally, would it be possible to forward it to nikolas.b@casino.guru as well for further review.

Awaiting your response.

Regards,

Nick

Hi! I sent the requested bank statement to the support email immediately when it was asked for. I also sent an email to nikolas.b@casino.guru.

Hello arttuauranen2,

Please note that you have forwarded the exact same statement as before.

We have requested the statement to be from dates 1st of February up to today.

Awaiting your response.

Regards,

Nick

Hi!

Bank statement was from 1.2-23.3 as requested. First two days was a wekend so it doen't show up on the statement. I sent another one from 31.1-31.3.

Hello arttuauranen2,

I've checked the new e-mail but it still seems strange as the last note on the bank statement is from 24.2. - Is it correct? You had zero account movement since then?

Regards,

Nick

Hi!

Thats correct. I haven't used that bank account since then. But it is the bank account where from i made deposit to casino.

Thank you arttuauranen2 for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello arttuauranen2,

I'm Michal, and I have taken over your complaint. I have reviewed your case and will continue with the conversation with the casino team.

Dear PowerUpCasino team,

I have examined the player's bank statement and did not find an incoming transaction for €451. Could you kindly verify the disbursement of the player's winnings with your payment provider?

Dear all,

Thank you for reaching out!

Please be informed that we are looking into the matter and will provide updates shortly.

Best regards,

PowerupCasino team

Dear PowerupCasino team,

Could you kindly provide us with any updates regarding this matter?

Dear arttuauranen2,

We kindly would like to apologize for the delay.

We would kindly inform you that we are checking your case and will provide you with further information as soon as possible.

Thank you for your patience and cooperation.

Kind regards,

Powerup Casino Team

Dear arttuauranen2,

After reviewing your case, we can confirm that the payment was successful and send to.

We would kindly ask you to check your emails, where we send to you the proof of payment.

In case you cannot find the reference number mentioned in it on your Bankstatement, please contact your bank.

Kind regards,

Powerup Casino Team

Dear arttuauranen2,

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.

Dear arttuauranen2,

While it appears that the matter has been clarified, we have not received any further confirmation from you regarding this or if you require additional support. Regrettably, we must proceed with rejecting this complaint. I would like to thank the casino team for their cooperation.

Please feel free to reach out to us if you encounter any problems with this or any other casino in the future, and we will do our utmost to assist you.

Best regards,

Michal

Casino Guru