PowerUp Casino - Spillerens konto blev blokeret.

As with the previous complaint, I asked for my winnings of 1000 euros to be paid out. I had to verify myself, ID photo, selfie with ID and bank statements from the last 3 months. After that I was blocked with the notice that I had violated the terms and conditions. But I haven't!

Repeated requests, including setting a deadline for the payment, were not taken seriously and the same templates were sent over and over again in response.

wie bei der vorherigen Beschwerde, habe ich um Auszahlung meines erspielten Gewinns i.H.v. 1000 Euro, gebeten. Ich musste mich verifizieren, Ausweisfoto, Selfie mit Ausweis sowie Kontoauszüge der letzten 3 Monate. Danach wurde ich gesperrt mit dem Hinweis, dass ich gegen die AGBs verstoßen hätte. Habe ich aber nicht!

Mehrmalige Aufforderungen inkl. Fristsetzung für die Auszahlung wurden nicht für voll genommen und immer wieder die gleichen Vorlagen als Antwort gesendet.

Dear celinast,

Thank you very much for submitting your complaint. I am sorry to hear about your issue with PowerUp Casino.

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 takes KYC lightly and it might take a few working days to complete this thorough process. Do I understand correctly that your account was blocked before all the verification documents were approved by the casino?

Has the casino clarified which Terms have you violated? Please forward any relevant communication between you and the casino to veronika.l@casino.guru. Alternatively, you may post it here.

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

Best regards,

Veronika

Dear Veronica,

thank you very much for the quick feedback. I have sent the email history to your email address.

In short: The casino has not made it clear which condition I should have explicitly violated. The account was blocked during verification or verification was not approved after submitting all documents.

Thanks very much !!!

Best regards

Celina

Liebe Veronika,

ganz herzlichen Dank für die schnelle Rückmeldung. Ich habe den Email-Verlauf an Ihre Email-Adresse gesandt.

Kurzum: Das Casino hat nicht klargestellt gegen welche Bedingung ich explizit verstoßen haben soll. Das Konto wurde während der Verifizierung gesperrt, bzw. wurde die Verifizierung nach Einreichung aller Unterlagen nicht genehmigt.

Vielen DANK !!!

Herzliche Grüße

Celina

Thank you very much, celinast, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will assist you. I wish you the best of luck and hope to see your problem resolved to your satisfaction in the near future.

Dear celinast,

I am so sorry to hear your account got blocked. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a PowerUp Casino representative to join this conversation and participate in resolving this complaint.

Dear PowerUp Casino,

Could you please state why the player's account got blocked? Could you please provide us with the evidence? You can put the statement here and paste the evidence here or send it to my email address stefan.m@casino.guru.

Thank you in advance for providing the information.

Kind regards,

Stefan

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 Stefan,

Please be informed that the account in question was closed in accordance with the following points of our Terms and Conditions, which they have agreed with upon registration:

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:

• Using the Website for commercial purposes or in someone else’s name or interest;

• 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;

• Colluding with other customers or third parties. This includes, without limitation, playing in the interest of others, sharing information, cooperating or coordinating with others.

We have provided further evidence to your personal inbox. Please find our email with the subject line "Evidence - PowerupCasino, User - Celinast".

Best regards,

PowerUpCasino.

Dear celinast,

I checked the documents provided by the casino, and we found that your account was funded by a third party.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kindest regards,

Stefan

We’ve reopened this complaint at the request of celinast. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

I'm being accused of someone else depositing money for me.

I am not aware of any guilt in this regard.

I also deposited using my bank account like every other time!!

I paid via direct debit, so the money was only in my PowerUp player account 1-2 working days later.

Exactly the same data was disclosed in the last three bank statements. My name, address and account.

On what grounds and what evidence am I accused of fraud?

I have never committed a scam! Unfortunately I don't know where these documents are taken from?

Mir wird vorgeworfen, dass jemand anderes für mich Geld eingezahlt hat.

Ich bin mir diesbezüglich keiner Schuld bewusst.

Ich habe wie jedes andere Mal auch mit meinem Bankkonto eingezahlt!!

Ich habe über eine Lastschrift bezahlt, sodass das Geld erst 1-2 Werktage später auf meinem Spielerkonto bei PowerUp war.

In den letzten drei Kontoauszügen wurden genau die gleichen Daten preisgegeben. Mein Name, meine Adresse und mein Konto.

Mit welcher Begründung und welchen Beweisen wird mir ein Betrug unterstellt?

Ich habe niemals einen Betrug begangen! Ich weiß leider überhaupt nicht woher diese Belege genommen werden?

Dear PowerUp Casino,

I have assumed responsibility for this complaint and kindly request that you provide me with pertinent evidence to support your claims. While I have already examined the previous evidence presented, we have determined it to be inadequate. Therefore, I kindly ask you to uncover any concealed details and include additional logs or documentation to enhance our understanding of the situation.

Please send the data to my email address: tomas.k@casino.guru, and let me know once you do so.

Thank you very much for your cooperation.

Kind regards,

Tomas

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 celinast,

We have received some information as well as evidence from the casino, but we still need more documents in order to investigate the case further.

I kindly ask you to provide us with the full bank statement in its original PDF format for April 2023.

Please send it to my email address: tomas.k@casino.guru

Thank you.

Kind regards,

Tomas

Dear Tomas,

Thank you for reaching out!

We have sent you the requested information in a new email with the subject line "Evidence - PowerupCasino, User - Celinast". We hope this will help resolve the case. Thank you in advance!

Best regards,

PowerUp Casino

Dear Tomas,

In addition to my information about my mother, I have also sent you my payslip. It shows that the amount transferred is my wages.

Thanks in advance!

Lieber Tomas,

ich habe Ihnen zusätzlich zu meinen Informationen über meine Mutter noch meine Lohnabrechnung zugesandt. Darauf ist zu sehen, dass der überwiesene Betrag mein Arbeitslohn ist.

Vielen Dank im Voraus!

Dear celinast,

I can confirm I have received your evidence, and I will be discussing the details with the casino internally. But so far, it seems there is nothing you should have done wrong and thus breaching the casino's T&Cs.

I will keep you updated on any developments. Thank you.

Kind regards,

Tomas

Hello celinast,

I've received information from the casino that they decided to give you an opportunity to verify your account by providing the payslip for April 2023.

Can you please confirm if you have already sent this document to the casino?

Thank you.

Kind regards,

Tomas

Dear Tomas,

I submitted the statement on Friday

Best regards

celina

Lieber Tomas,

ich habe am Freitag die Abrechnung vorgelegt

liebe Grüße

celina

Dear PowerUp Casino,

Can you please update us once the verification is completed? Thank you.

Kind regards,

Tomas

Now my account has been activated but I can't pay out my winnings and have to implement it. What shoud that?

jetzt wurde mein Account zwar freigeschaltet aber ich kann meinen Gewinn nicht auszahlen und muss das umsetzen. Was soll das?

Dear PowerUp Casino,

Could you provide some insight on the issue the player is experiencing with withdrawing their funds?

Thank you.

Kind regards,

Tomas

Dear All,

Please be informed that the account in question has been reopened and the active balance has been manually withdrawn to the bank account of the customer's choice.

The funds should reach the account shortly.

Thank you for cooperation in solving this case.

Best regards,

PowerUp Casino

Thank you for the information, PowerUp Casino.

Dear celinast,

Could you please update us once you have received the payment?

Kind regards,

Tomas

Dear Tomas,

the money has just been credited to my account. Thanks very much!!

Lieber Tomas,

das Geld ist gerade auf meinem Konto eingegangen. Vielen Dank!!

Dear celinast,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas