PowerUp Casino - La verificación de la cuenta del jugador se ha retrasado.

Hi,

I’m reaching out because I’m having trouble verifying my account. I’ve successfully uploaded all required documents, except for the transaction history, which seems to be the only one causing issues. Every time I upload it, the system shows that nothing has been uploaded.

When I contacted support, I was told that my documents were uploaded and advised to send them via email as a backup. I followed those instructions, but then received a response saying that email submissions aren’t accepted, and I must upload them through the verification section. 

Despite following these steps, the transaction history still doesn’t show as uploaded, and I’m left with no clear explanation from this casino as to why my account isn’t being verified.

Dear redbeast,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format?

Could you please share your communication with the casino regarding the verification? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Dominika

I’ve uploaded all the requested documents in the verification section, including my passport, bank statement, card proof, and a selfie with the website open, as well as the transaction history document. I uploaded everything about two weeks ago, and I also sent the transaction history via email twice, as advised by support. The last time I uploaded it was just two days ago. However, when I check the verification section on my account, it still shows that the transaction history is required. I will send you transcripts to the email.

Dear redbeast6,

Kindly be advised that your account is now verified, and you can request a withdrawal from your balance.

Thank you for your patience. 

Best Regards,

PowerUpCasino Team

Dear PowerUp Casino, thank you for the information provided,

Dear redbeast, kindly update us once you request a withdrawal.

Thank you a lot, I made a withdrawal

Dear redbeast, kindly update us once you have received the money.

Hi,

I still didnt receive the money, but when i do i will let you know. Thank you

Dear redbeast, have you received the money?

Hi, sorry for not updating you sooner. I’ve received some of the money. Not the full amount yet, as there's still a remaining balance, but the payments have started. Thank you again for all your help!

Dear redbeast, thank you for the information provided. Kindly update us once you have received the full amount.

I just wanted to update you that they still owe me €1,555 — I haven't received the full amount yet.

Dear redbeast, when exactly did you request the withdrawal of €1,555?

Hi,

I have 3 withdraws in the amount of 500 euros and 55 euro is still in my balance. One of my withdraws have been in pending for 20 days as of today.

I also went to their support because it has been over a week since they last sent my funds, and I was only told that they will send my money soon.

Thank you very much, redbeast, for providing the necessary information. I will now transfer your complaint to my colleague Martin (martin.l@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 redbeast,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. Firstly, I would like to invite the PowerUp Casino representative to continue the discussion.

Dear casino representative,

could you please check the situation again and explain the issue to us? I understand that there is a possibility of the casino being overwhelmed by a large number of withdrawals, but is there a particular timeframe, in which redbeast can expect his withdrawal to be processed?

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 redbeast,

Kindly be advised that after checking your account, we can see that the requested withdrawals will be into your bank account as soon as possible.

Please note that this timeframe excludes weekends and public holidays. The status of your withdrawal will be updated in your balance history once it has been processed.

Best Regards,

PowerUpCasino Team

Dear PowerUp Casino representative,

thank you very much for the update. I am confident the issue will be resolved in the near future. I will leave this complaint open until redbeast confirms his withdrawals have been paid out.

Dear redbeast,

can you please give us some news on the proceedings? Have you received your funds?

Dear redbeast,

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.

Hi, I received the money. thank you so much for your help.

Dear redbeast,

We're glad to hear that your issue has been resolved, and once again would like to thank the support team over at PowerUp Casino for their involvement in the resolution process. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, feel free to reach out to our Complaint Resolution Center. We're here to help ! 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Martin

Casino.Guru