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It's been 20 days that I've been trying to withdraw my money, but the withdrawal keeps getting cancelled and put back into my gaming account. They keep saying there's an error with the provider. I want to mention that I have withdrawn using the same payment method I used to deposit.

Thank you for the help

sono 20 giorni che provo a prelevare i miei soldi, ma il prelievo viene sempre annullato e rimesso sul mio conto gioco. Continuano a dire che c'è un errore del provider. Premetto di aver prelevato con lo stesso metodo di pagamento usato per versare.

Grazie per l'aiuto

Dear lucioborisdilollo,

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. 

• Have you made any successful withdrawals before? 
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

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,

Kristina

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Hi Kristina…thanks for your interest.

-My withdrawals never went through.

-I was not asked for any account verification.

-I accumulated the winnings without bonuses

Ciao Kristina…grazie per l’interessamento.

-I miei prelivi non sono andati mai a buon fine.

-Non mi è stata richiesta nessuna verifica dell’account.

-ho accumulato le vincite senza bonus

Thank you very much for your reply, lucioborisdilollo. Do you currently have any pending withdrawals? If possible, please post a screenshot of your withdrawal history here in this thread.

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Thanks Kristina…I sent you an email with the expressed requests…

see you soon and thank you

Grazie Kristina…le ho mandato una email con le richieste espresse…

a presto e grazie

Thank you very much, lucioborisdilollo, for your cooperation. I will now transfer your complaint to my colleague Katarina (katarina.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.  

Thanks…I'm waiting for good news!

Grazie…resto in attesa di buone notizie!

Dear lucioborisdilollo, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite Powbet Casino representative to join this conversation. 

Dear Powbet Casino, could you please provide more information about this case? 

Looking forward to your reply.

Dear Customer,

Thank you for reaching out.

We would like to inform you that your latest withdrawal requests were forwarded to be checked by the relevant team. You will be informed as soon as there are updates.

Dear Katarina,

Please be informed that we sent you an email to katarina.d@casino.guru.

Best regards,

Powbet.com

Thank you Powbet Casino for your reply.

Is there anything new regarding this case, please?

unfortunately withdrawals continue to be cancelled... 🙁

purtroppo i prelievi continuano ad essere annullati... 🙁

Dear Customer,

We would like to inform you that we are currently looking into the alternatives that can offered. You will be contacted as soon as there is an update.

Best regards,

PowBet.com

Dear Customer,

Thank you for your patience.

It appears that your card is blocked from receiving the payments. Would you be so kind as to contact your bank in order to find out the reason for it?

In the meantime, we suggest you use a different available payment method (make sure it’s present for you in both deposit and withdrawal menus). 

Best regards,

PowBet.com

hi...unfortunately, bank transfers are only present in the withdrawals item...I wonder how to resolve this situation which has been going on for too long now! Thank you

salve…purtroppo i bonifici sono presenti solo nella voce dei prelievi…chiedo come risolvere questa situazione che ormai dura da troppo tempo! Grazie

Dear lucioborisdilollo, 

according to the screenshots you provided, there are multiple other options. Have you tried to open any online wallet? For example Jeton, MiFinity or Ezeewallet? Those may be a great option for you to be able to receive your funds.

Good morning...I used my mastercard! Hoping it's the right time... see you soon!

Buongiorno…ho utilizzato la mia carta mastercard! Sperando che sia la volta buona…a presto!

Dear lucioborisdilollo, 

thanks for the information. Please keep us updated on further developments.

Good morning! My money was credited today….thank you so much for your help! Good day!

Buongiorno! Oggi sono stati accreditati i miei soldi….grazie infinite per l’aiuto! Buona giornata!

Thank you, lucioborisdilollo, for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, lucioborisdilollo, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate 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 and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Katarina