PowerUp Casino – generel debat (side 3)

Jeg har stadig ikke modtaget mine penge, support sagde, at hvis jeg hævede i cryptocurrency, ville beløbet falde i løbet af 24 timer, men intet endnu, det er 7 dage siden, min bruger 972000738AA

Jeg har stadig ikke modtaget mine penge, supporten kopierer og indsætter bare tekst, de sagde, at hvis jeg trak mig tilbage til cryptocurrency ville det falde om 24 timer, men intet endnu, min bruger 972000738AA, hvis du kan hjælpe mig.

Hey, did the casino tell you why they have this delay when they said you should get money per day ? Obviously I would think slowly about complaining, but we give casinos 14 days to sort out everything that needs to be done regarding the withdrawal and send the money to the player. 

After that time we contact the casino. 

So do you think you could be patient for a while and wait to see if something happens?

Hello, Panda9! Do you still have issues with your crypto withdrawal? If you still need help, please inform your players e-mail in PowerUP Casino so I can help you to solve it.

Regards,

PowerUP Casino Team

Casinoguru, kunne I venligst ændre min klage til "løst", da jeg har modtaget mine gevinster siden Casino.

Jeg har ventet på mine penge (€500) i 6 dage nu (siden 25. november 2025), og jeg får hele tiden de sædvanlige svar: høj volumen, vil blive behandlet snart, blah blah blah... Jeg synes, det er fuldstændig uretfærdigt, hvor længe man skal vente her...

Yeah, I understand that you feel this way, but unfortunately sometimes casinos really have a high volume of withdrawals, you know. 🤷‍♀️

Hopefully you will get your winnings soon, and if it takes longer than 14 days, our complaint team will intervene.

Have you ever withdrawn from this casino before?

Nej, ikke fra dette casino endnu, men fra den samme udbyder flere gange, og det tog altid 2-3 dage i årevis…

Then I really hope they will be able to process your withdrawal soon.

Please let us know how it goes, and we'll be ready to step in if needed.

Jeg forstår ikke, hvorfor dette casino har en vurdering på 8,5.

Jeg håber, at min klage stadig bliver behandlet.

Hello, so your forum activity is related to this casino. I already responded to your other posts, and I guess it fits this thread perfectly. Shall we stay here, please?

In any case, as far as I can conclude, you unintentionally played at a casino outside your national regulator and something has happened.

In any case, providing a bit of context would certainly help others understand your message a bit better.

Tak for din feedback. Jeg forstår, at Casino Guru ikke tjekker juridiske licensspørgsmål. Det handler ikke kun om, at casinoet ikke har en licens i Østrig. Det handler om bevidst identitetstyveri fra casinoets side: Min pointe vedrører også casinoets troværdighed og KYC-praksis, som burde have direkte indflydelse på din vurdering. Konteksten er som følger: I flere måneder accepterede casinoet mine betalinger gennem det rent østrigske EPS-system. Nu hævder supporten (Peter/Jared) dog skriftligt, at jeg er registreret som slovakisk kunde (en løgn om min bopæl) og spiller derfra.

Dette er teknisk umuligt, da EPS kun fungerer med østrigske konti. Et casino, der bevidst accepterer betalinger fra ét land, men falsk skifter kundens identitet til et andet i tilfælde af en tvist, handler yderst uetisk. Hvis et casino med en "Meget God"-vurdering (8,5) bruger sådanne fremgangsmåder til at blokere legitime forespørgsler, bør andre spillere advares om denne adfærd.

Det handler om gennemsigtighed: Hvordan kan en udbyder forblive så højt vurderet, hvis den påviseligt giver falske oplysninger om sine kunders oprindelse, så snart der opstår problemer?

Med venlig hilsen

Hello,

Thank you for clarifying your perspective and experience to me. I understand your question; however, the context is the main issue here. You see, the Safety Index is based on general attributes. When you claim the casino is lying, it is not something we would be aware of in advance. Such complex situations need to be cleared out with the assistance of the particular casino. Your experience matters, but in this form it is truly excluded from the Safety Index, and Casino has not yet explained that to us for example.

Here on the forum we "just" talk. To get things done, though, we offer the free-of-charge complaint. After investigating and discussing the matter with both parties, we may impose possible consequences, such as warnings, temporary suspensions, or other actions deemed appropriate based on the severity of the issue.

I'm sorry to see both your complaint requests rejected. Sadly, I'm not familiar with the reason, but I guess you received an email from my colleagues, the complaint mediators.

Could you perhaps find it and share it with me? Maybe it is about the form of the request; it happens. In any case, I'll be here.

Kære Guru-team, fru Radka

Jeg henviser til min nyligt indgivne klage mod PowerUp Casino og vil gerne fremlægge nogle vigtige yderligere fakta.

Min primære bekymring i denne sag er ikke økonomisk kompensation, men snarere at afsløre alvorlige brud på due diligence og internationale standarder inden for spillerbeskyttelse og bekæmpelse af hvidvaskning af penge (AML).

Brud på omsorgspligt (ansvarligt spil): Trods massive tab og tegn på problematisk spilleadfærd, som jeg aktivt spurgte ind til, opfordrede VIP-managerne mig aktivt til at fortsætte med at spille. I stedet for at tage beskyttelsesforanstaltninger tilbød de mig bevidst bonusser og løfter om rigtige pengeudbetalinger for at lokke mig til at foretage yderligere indbetalinger.

Manglende verifikation af pengekilde: Trods meget høje indbetalingsbeløb på kort tid har casinoet aldrig foretaget en verifikation af pengekilden. Dette udgør en klar overtrædelse af grundlæggende regler mod hvidvaskning af penge.

Vildledende kommunikation fra VIP-ledelsen: Hvordan VIP-managere gav vildledende løfter om at holde min spilleaktivitet kørende.

Jeg beder dig om at inkludere disse oplysninger i vurderingen og klagen over sagen samt casinoets sikkerhedsindeks for at advare andre spillere om disse fremgangsmåder.

Tak for din støtte.

Med venlig hilsen,

Raimund Ivan

Kære Casino Guru-team, fru Radka

Jeg vil gerne indsende et sidste tillæg til min klage over PowerUp Casino.

Jeg har allerede sendt dig fakta via e-mail. Det er vigtigt for mig at understrege, at jeg ikke forfølger denne sag af vrede. Jeg har besluttet at afslutte min spillerkarriere.

Jeg overlader det derfor helt til din ekspertise at afgøre, hvilke overtrædelser (især inden for spillerbeskyttelse og VIP-administration) du vil inkludere i den offentlige diskussion, og hvordan du vil vurdere dem. Jeg stoler på, at du vil bruge disse oplysninger til at øge gennemsigtigheden og sikkerheden for andre spillere.

Mange tak for dit værdifulde arbejde og din støtte.

Med venlig hilsen,

Raimund Ivan

Hello, I understand what you are saying. However, I need to say one thing clearly. Complaint requests and complaint resolution are in no relation to my line of work. I cannot make your request be accepted because it does not concern forum admins at all.

Misleading communication is a problem, but as long as it remains within the rules, my colleagues have nothing to work with, which means they cannot address issues that fall outside of established guidelines. Bad use experience is not a subject of complaint. It's simple, but it may be why your requests failed.

For example, waiting for a casino to act on your behalf is highly dependent on the overall context. We usually require players to request self-exclusion due to gambling addiction first, and then we investigate whether the casino complied with the clearly stated request.

Did you perhaps see the scale they are able to work on? Maybe it could help.

https://casino.guru/guide/how-we-resolve-casino-complaints 👈

"Step 2: Initial complaint analysis:

...Generally, we publish all complaints received by players, unless it's clear that the complaint..."

The list is included.

I'm sorry, I have no further insights regarding your requests.

Please use the same steps as before. Addendum does not actually work this way here on the forum, I'm afraid.

Thank you.