Powbet Casino - Spilleren står over for forsinket tilbagetrækning fra PowBet.

Hello,

I'm writing to address an issue with the sports betting provider PowBet. I requested a withdrawal on November 27, 2024, and the funds have yet to arrive. To illustrate, I've attached two screenshots below. The first one shows my withdrawal request, which is still labeled as pending. The second screenshot is from PowBet's support, indicating that the transaction is still under review. I don't understand why this is happening. I've contacted them multiple times via live chat and sent several emails, but I keep getting the same response—they say it's still in process and can't specify when the money will be transferred. That's why I'm reaching out to you now, hoping you might be able to assist me. While I understand that delays can occasionally occur, it doesn't seem like the funds will be transferred anytime soon. It could potentially take months, and there's no telling when the money will arrive. Perhaps you could inquire about why this is taking so long. Thank you for your attention to this matter.

Best regards,

Stever

hallo,

also es geht um den sportwettenanbieter powbet. also ich habe da eine auszahlung am 27.11.2024 beantragt und das geld ist immer noch nicht angekommen, unten schicke ich ihnen auch zwei screenshots wo sie sehen , das ich die auszahlung beantragt hatte und es steht immer noch im pending und auch einen screenshot wo mir der support von powbet geschrieben hat da , dass es immer noch in bearbeitung ist. also ich verstehe das alles nicht, habe die mehrmals per live chat konaktiert und denen mehrere emails geschickt und es kommt immer die selbe antwort. die sagen es ist immer noch in process und die können nicht sagen wann das geld ankommt. also deswegen schreibe ich ihnen jetzt , weil vielleicht können sie da was machen. also ich kann zwar verstehen, das es manchmal zu verzögerungen kommen kann aber ich habe ncht den eindruck dass die das geld so schnell überweisen werden, es könnte auch monate dauern und wer weiß dann wann das geld ankommt und sie könnten da vielleicht nachfragen wieso das so lange dauert da von und danke für ihre antworten.

viele grüße,

Stever

Dear Stever,

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 confirm that you have passed the KYC verification?

Could you specify the bonus you used?

Did you play casino games or bet on sports?

Could you please share your communication with the casino regarding the withdrawal? 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 very much in advance for your reply.

Best regards,

Dominika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello,

Well, I had already sent a screenshot where you could see the reply via email from powbet and I can send it again.

Well, on the powbet website, no verification was required, that's what they told me from support. And they had already paid out even though the account didn't require verification. So I bet on sports, football matches, and the bonus was a bonus that said if I bet 50 euros and lost, I would get a refund and then I bet on a football match and won, and then I paid out over 200 euros and that's how it was and thank you for your answers.

best regards,

Stever

hallo,

also ich hatte doch schon einen screenshot geschickt wo man die antwort per email gesehen hat von powbet und ich kann das gerne nochmal schicken da.

also auf der webseite von powbet war keine verifikation erforderlich, so hatten die mir das gesagt da von den support. und die hatten schon mal ausgezahlt auch wenn das konto keine verifikation benötigt hat da. also ich habe da auf sportwetten gewettet, also fussball spiele und der bonus war ein bonus wo drauf stand, wenn ich 50 euro wette und verliere dann würde ich einee erstattung bekommen und dann habe ich da auf ein fussball gewettet und gewonnen, und habe dann über 200 euro ausgezahlt da und so war das gewesen da und danke für ihre antworten.

viele grü0e,

Stever

Dear Stever, do you have any updates regarding the withdrawal?

Can you confirm that your account is not subject to any checks?

Hello,

well, I don't understand what you mean by that, you said that you would check the case and I still haven't received any money from powbet, the support always writes that there are delays and are they in the process of checking it and thank you for your answers.

Best regards,

Stever

hallo,

also ich verstehe nicht was sie damit meinen, sie hatten doch gesagt, dass sie den fall überprüfen werden und ich habe immer noch kein geld von powbet bekommen, der support schreibt da immer, dass es zu verzögerungen kommt und sind sie dabei das zu überprüfen da von und danke für ihre antworten.

viele grüße,

Stever

Thank you very much, Stever, for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@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.

Dear Stever,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Powbet Casino representative to join this conversation.

Dear Powbet Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

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.

Hello,

I wanted to tell you something important. When I log in to powbet, I am asked to verify. I should first complete the verification and then they say that they will take care of the payout, but as I said, it doesn't say when the money will arrive, so first of course I will complete the verification. And I don't understand why powbet doesn't reply here. Because when I send powbet an email, I get an answer, but they always say the same thing, that it is being processed and that there will be delays, but they don't say when the money will arrive. Have you contacted powbet with the correct email address, so this is the email address there . so they should write to them and they should normally get a reply, so is it ok if I inform powbet about it by email and that casino guru has written to them and they should reply. so they have written a case number in the email in case they respond, so I really hope that this case can be resolved well and that the money is transferred from and thank you for your replies.

Best regards,

Stever

hallo,

also ich wollte ihnen da etwas wichtiges sagen da. also wenn ich mich bei powbet einlogge dann wird jetzt doch eine verifizierung gefordert. also ich soll da erstmal die verifizierung abschließen und dann sagen die das, also die würden sich um die auszahlung kümmern, aber wie gesagt, wann das geld kommen soll wird da nicht gesagt, also erstmal werde ich natürlich die verifizierung abschließen. und ich verstehe da aber nicht warum powbet hier nicht antwortet. weil wenn ich powbet eine email schicke dann bekomme ich eine antwort, aber die sagen immer das gleiche, dass das da in bearbeitung ist und das es zu verzögerungen kommt , aber die sagen nicht wann das geld ankommt. haben sie denn powbet mit der richtigen email adresse kontaktiert, also das hier ist die email adresse da support@powbet.com . also da sollen sie denen schreiben und es müsste normalerweise eine antwort da kommen, also ist das ok wenn ich powbet dadrüber per email informiere und , dass casino guru denen geschrieben hat und sie ihnen antworten sollen. also haben sie da eine fallnummer geschrieben in der email, falls die da drauf eingehen, also ich hoffe sehr dass dieser fall gut gelöst werden kann und das das geld auch überwiesen wird von und danke für ihre antworten.

viele grüße,

Stever

Dear all,

We apologize for the delayed reply.

Please be informed that the account of the customer is subject to verification before any withdrawals could be processed.

We kindly ask the customer to follow the steps in the "Verification" section of the profile to ensure the fastest resolution of the matter.

Best regards,

Powbet team 

Dear Stever,

Have you been able to progress in your verification process?

Hello,

So with the account there, I've been trying to verify it for a while now, but when I send photos of my ID card it gets rejected because they say that the photos are blurry in some places. So I keep trying with the webcam on my computer and I don't have a better camera at the moment and that's why the verification takes so long. Why do they have to be photos of my ID card? Why doesn't it work if you send it as a scanned document? And is there another way to verify the account there? And thank you for your answers.

Best regards,

J***** R*****

hallo,

also das mit dem Konto da , also das mit der Verifizierung versuche ich jetzt schon länger , aber wenn ich da die fotos schicke vom personalausweis dann wird das abgelehnt, weil es wird so behauptet, dass die fotos da an einigen stellen unscharf sind. also ich versuche es immer wieder mit der webcam vom computer und eine bessere kamera habe ich da nicht zur zeit und deswegen dauert es mit der verifizierung so lange, warum müssen das unbedingt fotos vom personalausweis sein, warum geht es nicht wenn man das als eingescanntes Dokument da schickt. und gibt es da auch eine andere möglichkeit das konto da zu verifizieren von. und danke für ihre antworten.

viele grüße,

J***** R*****

Dear Stever,

Please understand, that know your customer (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.

It is an usual practice from a casino to request photos of an ID to check its authenticity. Please try to use a device with a better camera quality, if you don't have a smartphone with a good camera, try to borrow it from someone if possible, and let me know, when you will be able to do so.

Thank you for your cooperation.

Hello,

So I've sent the photos for verification and we'll see if they get accepted and see you later.

Best regards,

Stever

hallo,

also ich habe da die fotos abgeschickt für die verifizierung von und mal schauen wenn das angenommen wird da und bis später da.

viele grüße,

Stever

Dear Stever,

Have you received any update regarding your verification process?

Dear Stever,

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 Stever,

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.

Hello,

So I have sent the verification and am waiting for a reply from there and thank you for your answers.

Best regards,

Stever

hallo,

also ich habe da die verifizierung abgeschickt und warte dann auf eine antwort da und danke für ihre antworten von.

viele grüße,

Stever

Dear Stever,

Have you received any update regarding your verification process?

Dear Stever,

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.

Hello,

I also wanted to say that I've fully verified my account with Powbet and requested a withdrawal again, and after over a week, the money still hasn't arrived. So, you should contact Powbet again and then we'll wait and see what their responses are. Because the money is still supposed to be paid out, and thank you for your responses.

Best regards,

Stever

hallo,

also wollte das noch sagen dass ich das konto da bei powbet vollständig verifiziert habe und habe die auszahlung nochmal beantragt und nach über einer woche ist das geld immer noch nicht eingegangen. also sie sollten nochmal powbet kontaktieren und dann warten wir mal was die antworten werden. weil das geld soll ja noch ausgezahlt werden da von und danke für ihre antworten.

viele grüße,

Stever

Dear Powbet Casino,

Could you please clarify, when the player can expect to receive his withdrawal?

Thank you.

Hello,

So, I wanted to let you know that I've received the money from Powbet. I'm very happy that it worked and that this case is now successfully closed. It took a while because of the account verification, and thank you again for your responses.

Best regards,

Stever

hallo,

also ich wollte ihnen da mitteilen, dass ich das geld von powbet ausgezahlt bekommen habe. also ich freue mich sehr das es funktioniert hat und damit ist dieser fall erfolgreich abgeschlossen. und es hatte erstmal wegen der verifizierung von dem konto etwas gedauert und nochmals vielen dank von und danke für ihre antworten.

viele grüße,

Stever

Dear Stever,

Thank you for being so patient with us! We really appreciate it.

We are happy to confirm that your withdrawal has been processed, and the money has been sent from our side.

The funds can take 3 - 5 working days to appear in your account, however, this is subject to the payment method used and your bank standards.

Our team wishes you all the best for your future activities!

Best regards,

Powbet team.

Dear Stever,

We're glad to hear that your issue has been resolved. 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, please 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,

Mirka Dubasova

Casino.Guru