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Hi I would like to know if you can help me I made a win on powbet casino after 20 days of waiting after sending all the documents they requested they sent me an email saying that my account has been closed without right of complaint and without any reason

Ciao vorrei sapere se potete aiutarmi ho fatto una vincita su powbet casino dopo 20 giorni di attesa dopo aver mandato tutti i documenti da loro richiesti mi hanno mandato un email dicendo che il mio account è stato chiuso senza diritto di reclamo e senza alcun motivo

Dear Pietro,

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 how long ago you have registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live games, slots, or multiplayer)?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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,

Petronela

Hi Petronela thanks for your help

In conclusion, I have been registered on powbet for almost two months after many deposits made

Finally a win of 500 euros arrives at the slots I make the withdrawal and they send me an email to verify my account I send all the required documents I waited almost 25 days then an email arrives telling me that my withdrawal was not successful and to change the withdrawal method then I made the withdrawal by bank transfer after waiting another week I get an email from the finance department telling me that my verification process was unsuccessful and that my account was closed for no reason that's all

Ciao Petronela grazie del tuo aiuto

In conclusione sono quasi due mesi che sono registrato su powbet dopo molti depositi fatti

Finalmente arriva una vincita di 500 euro fatto alle slot faccio il prelievo e mi mandano l email per verificare il mio conto mando tutti i documenti richiesti ho aspettato quasi 25 giorni poi mi arriva un email dicendomi che il mio prelievo non era andato a buon fine e di cambiare metodo di prelievo quindi ho fatto il prelievo con bonifico bancario dopo aver aspettato un altra settimana mi arriva un email del dipartimento finanziario in cui mi dice che il mio processo di verifica non è andato a buon fine e che il mio account è stato chiuso senza motivo questo è tutto

Thank you very much, Pietro, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam (viliam.v@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Pietro,

I looked at your complaint and will do my best to help you. I would like to invite Powbet Casino into this conversation. Casino, can you please specify why did you block the player’s account?

Thanks viliam

Grazie viliam

Good day,

Thank you for reaching out.

The client’s account did not pass verification procedure, and therefore the account was permanently blocked. The decision was based on the fact that the client provided us with edited documents to prove credit card ownership, which is strictly prohibited at our project. Please see below the relevant points of our Terms and Conditions:

4.1 By opening an account on our Website and by using our Website you warrant that:

<...>

- the credit/debit card or any other payment method that you use to top up your account balance belongs to you, is not stolen, and has not been lost by another person. Company reserves the right to close your account and void any winnings in case of a reasonable suspicion that you have violated this warranty.

5.1 You must provide us with all information that we may request in order to manage your account, verify your identity or the source of the funds deposited to your account. This includes (but is not limited to) properly certified ID, proof of residence, proof of ownership and transaction histories of the payment methods used for the period of up to 12 (twelve) months, including bank or credit/debit card statements etc. You must provide these documents and information within 10 (ten) days after the request is made. We reserve the right to withhold payment and/or suspend your account until you provide the documents and information we requested, and to permanently close your account if you fail to do so in time.

9.1 The Website may only be used for personal entertainment purposes only. The following activities are strictly prohibited and will be considered a material breach of these General Terms and Conditions:

<...>

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;

<...>

9.4 Should we arrive at a reasonable suspicion that you have engaged in a fraud, any illegal or improper activity, or have otherwise breached the Terms, we reserve the right to take any number of the following action, at our sole and absolute discretion, with or without notice:

- immediately block your account and suspend your access to the Website and/or its services, suspend all pending withdrawal requests and other payments to you for the period of investigation;

- permanently close your account with the Website and all other partner websites on our platform and deny any future use of the Website and the partner websites;

- void any winnings obtained, cancel any pending withdrawals and refund the last deposit made into the account;

- void any winnings obtained, cancel any pending withdrawals and confiscate the real money balance of your account;

- void any bonus balance on your account and/or limit your future participation in our bonus and promotional offers or deny them to you;

- contact the relevant authorities to inform them of any suspected illegal activity and/or to collect any payments that you owe to the Company.

Player’s actions, as detailed above, gave us the right to close the players accounts and forfeit the player’s balance in its entirety, pursuant to the Powbet Terms and Conditions. The last deposit was refunded to the client in full.

We hope the above clarifies the situation.

Sincerely,

Powbet

This is your payment that you made me when you closed my account unjustly my documents have not been modified I want to be paid because you are not a serious mess then before closing my account you sent me an email saying that my withdrawal is not it could be processed by your bank on my credit card as the 32 euros have been credited to the card that you think has been changed I have not changed anything I want my money I can send you all the documents you want

Questo è il vostro pagamento che mi avete fatto quando avete chiuso il mio conto ingiustamente i miei documenti non sono stai modificati voglio essere pagato perché non siete un casino serio poi prima di chiudere il mio conto mi avete mandato un email dicendo che il mio prelievo non poteva essere elaborato dalla vostra banca sulla mia carta di credito come mai i 32 euro sono stati accreditati sulla carta che voi pensate che sia stata modificata io non ho modificato niente voglio i miei soldi vi posso mandare tutti i documenti che volete

tell your relevant department to do their job well

dite al vostro dipartimento di competenza di fare bene il loro lavoro

Dear Casino,

send me evidence with a description, please. My email: viliam.v@casino.guru

Dear Viliam,

We have forwarded the evidence via email.

Sincerely, 

Powbet

Ok thanks viliam

Ok grazie viliam

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.