Powbet Casino - Обліковий запис гравця було закрито через підозрілу активність.

Good morning,

On 13/04/2023, I won approximately 2500 euros while playing slots at Powbet Casino.

I would like to state that I have been a customer of theirs for years and have never encountered any problems, and I have made dozens of withdrawals on their platform without any issues.

The day after the win, I noticed an unusual withdrawal request that didn't seem to be made by me, so I contacted the support team. They immediately deactivated my account, stating that they were conducting fraud checks.

I can confirm that a withdrawal of 500 euros was made on 17/04/2024. The same day, I was notified that the fraud checks were completed and no suspicious operations were found.

In addition to this, they informed me that I had to promptly send the requested documentation to unblock my account, or else my account would be closed and the balance of approximately 2000 euros would be deducted.

In all this, I hadn't received a single email detailing the documentation I needed to provide.

Today, after multiple reminders, I received an email asking for proof of address, proof of an e-wallet account, and front and back photos of two cards used.

I promptly provided the first two documents today, explaining that the two cards would be more difficult to provide as they have been expired for years.

A few moments ago, I asked for information from live chat, and was informed that my account had been closed for administrative reasons.

I simply want to recover my money.

Buongiorno,

il giorno 13/04/2023 ho effettuato una vincita di circa 2500 euro giocando su slot all’intento del casinò Powbet.

premetto che sono loro cliente da anni e non ho mai avuto alcun tipo di problema, inoltre ho effettuato decine di prelievi sul loro portale senza mai riscontrare problemi.

il giorno successivo alla vincita ho notato una richiesta di prelievi insolita che non sembrava eseguita da me motivo per cui ho scritto al supporto che ha immediatamente disabilitato il mio account dicendomi che erano in corso delle verifiche antifrode.

Nel mentre dichiarò di aver ricevuto un prelievo di euro 500 il 17/04/2024, lo stesso giorno mi viene notificato che le verifiche antifrode sono terminate e non sono state riscontrate operazioni sospette.

Oltre a questo mi informano di dover inviare tempestivamente la documentazione richiesta per eseguire lo sblocco del mio conto e che se non fosse stato fatto il mio account sarebbe stato chiuso e il saldo di circa 2000 euro sarebbe stato dedotto.

In tutto ciò non avevo ancora ricevuto nemmeno una mail nella quale fosse riportata questa documentazione da fornire.

oggi dopo svariati solleciti mi è arrivata una mail nella quale mi si richiedeva prova di indirizzo, prova di un conto e-wallet e inoltre la foto fronte retro di due carte utilizzate.

Oggi ho fornito prontamente i primi due documenti spiegando che per le due carte sarà piu difficile in quanto scadute da anni.

pochi istanti fa ho richiesto informazioni alla live chat dalla quale mi hanno informato che il mio account risulta chiusa per ragioni amministrative.

Vorrei semplicemente recuperare i miei soldi.

Hello Gianchamp92,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Powbet Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Would it be possible to at least get some confirmation from your payment provider that those cards belonged to you? Did the casino respond anything regarding those expired cards?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

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.

Good morning Nick,

the verification process started two days ago, the strange thing is that initially the account was disabled, since yesterday I saw that it was actually closed for administrative reasons.

For the cards I would have to go to Banca Intesa so I think the time would be much longer.

Buongiorno Nick,

il processo di verifica è iniziato da due giorni, la cosa strana è che inizialmente il conto era disabilitato, da ieri ho visto che è stato proprio chiuso per ragioni amministrative.

Per le carte dovrei rivolgermi a banca intesa quindi penso che i tempi si allungherebbero di molto.

Good morning,

To date I still haven't received any news regarding document verification and 12 days have passed, I haven't even received any responses from support for 48 hours.

One positive thing is that the second withdrawal of 500 euros in the queue was strangely processed.

For now, however, I remain with the account disabled and 1500 euros in the gaming account that cannot be withdrawn.

Buongiorno,

ad oggi non ho ancora avuto nessuna notizia riguardo la verifica dei documenti e sono passati 12 gg, non ricevo nemmeno più risposte dal supporto da 48h.

Una cosa positiva è che il secondo prelievo di 500 euro in coda è stato stranamente evaso.

Ad ora comunque rimango con l’account disabilitato e 1500 euro sul conto gioco non prelevabili.

Thank you Gianchamp92 for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Gianchamp92,

I'm Michal and I have taken over your complaint. I have reviewed this case. Please forward me all related communication you had with the Powbet team regarding this case at michal.k@casino.guru. I will contact the casino to shed more light on this matter.

We would like to invite Powbet Casino to join the conversation.

Dear Powbet Casino,

Can you please provide more clarification on why the player is required to provide old bank cards when they supposedly have not been used for years? If the information can't be shared publicly, please forward it to me at michal.k@casino.guru 

Hi Michal,

thank you for your help, I forwarded the very long conversations with support via email, you will see that I had to open two calls because they had not given me any response to the first one for about 10 days, yesterday I had to send again some documents that had been sent to me already requested 10 days ago.

with all sincerity I am no longer interested in playing at the casino, I just want to recover the approximately 1500 euros in my account.

Ciao Michal,

grazie per il tuo aiuto, ti ho inoltrato via mail le lunghissime conversazioni con il supporto, vedrai che ho dovuto aprire due chiamate in quanto alla prima non mi davano più riscontro da circa 10 gg, ieri ho dovuto nuovamente inviare dei documenti che mi erano stati richiesti già 10 gg fa.

con tutta sincerità non mi interessa più giocare sul casino, voglio solo recuperare i circa 1500 euro presenti sul mio conto.

Good morning Michal,

yesterday for the 4th time the site support asked me to send the missing documents, I have already sent everything several times, as specified it was not possible for me to send the photo of a card used more than a year ago as it is no longer in my possession.

I have already replied to the casino that I honestly no longer have any interest in activating my account, all I would need is for them to send me my remaining balance of around 1500 euros

Buongiorno Michal,

ieri per la 4 volta dal supporto del sito mi è stato richiesto di inviare i documenti mancanti, ho già inviato tutto più volte, come specificato non mi è stato possibile inviare la foto di una carta usata più di un anno fa in quanto non più in mio possesso.

ho già risposto al casinò che sinceramente non ho più interesse nell’attivazione del mio account, mi basterebbe che mi inviassero il mio saldo residuo di circa il 1500 euro

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 Gianchamp92,

Just to give you a quick update. I'm in contact with the casino representative. I understand your point in not fully understanding why the casino team is requesting you to provide information about a bank card that you don't use anymore and that expired a long time ago, however, as a part of the Know Your Customer (KYC) and Anti-Money Laundering (AML), the casino is entitled to request information about all the payment methods you used to fund your account, as it's mentioned in the casino terms and conditions.

Verification of your age, identity, and other checks

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, including bank or credit/debit card statements etc.

I am currently in discussions with the casino team to explore potential solutions to effectively address this obstacle.

Thank you very much Michal,

I would simply be able to withdraw my funds, the fact that I have been their customer for years and have already made a lot of withdrawals I hope it can help

Grazie Mille Michal,

mi basterebbe semplicemente poter prelevare i miei fondi, il fatto che io sia loro cliente da anni e che abbia già eseguito molto prelievi spero che possa essere d’aiuto

Good morning Michal,

Is there any news on this by any chance?

I haven't received any responses from the casino for over a week now.

I'm starting to evaluate this type of casino as a legalized scam.

Buongiorno Michal,

per caso ci sono novità in merito ?

io non ricevo più risposte dal casino da ormai più di una settimana.

Sto iniziando a valutare questo tipi di casino al pari di una truffa legalizzata.

Dear all,

Thank you for reaching out!

Please be informed that we received the documents the customer submitted, and are in the process of reviewing them.

We appreciate your patience on the matter.

Best regards,

Powbet Team

Good morning,

Thank you, I await your updates via email

Buongiorno,

Grazie attendo vostri aggiornamenti via mail

Good morning Michal,

today they responded again with an email aimed at gaining more time.

they asked me again for photos of cards for which I have already provided everything and they also asked me for a bank document certifying that the other card is no longer active.

I specify that the card in question belonged to a bank that no longer exists as it was absorbed by BPER, so there is no practical way to recover this document.

I have already informed the casino that I have been in contact with a lawyer for about a week and he told me that there are all the conditions to report them. I will wait a few days to start the process.

Buongiorno Michal,

oggi mi hanno risposto ancora con una mail volta a prendere ancora tempo.

mi hanno richiesto nuovamente foto di carte per la quale ho già fornito tutto inoltre mi richiedono un documento bancario che attesti che l’altra carte non sia più attiva.

specifico che la carta in questione apparteneva ad una banca che non esiste più in quanto assorbita da BPER, per cui non c’è un modo pratico per recuperare questo documento.

Ho già avvisato il casino che da circa una settimana sono in contatto con un avvocato e mi ha detto che ci sono tutte le condizioni per denunciarli. Attenderò qualche giorno per partire con l’iter.

We are also trying to trace REAL addresses and contacts (PEC address + telephone number) but apparently all the numbers and addresses shown on the site are no longer valid.

Inoltre stiamo provando a rintracciare degli indirizzi e contatti (indirizzo PEC + numero telefonico) REALI ma a quanto pare tutti i numeri e indirizzi riportati sul sito non sono più validi.

Dear all,

Please be informed that the customer is yet to provide us with the documents that are up to the requirements we set. 

We have now sent an additional email with the detailed explanation of the documents we require.

The below applies for the pictures of the credit card ending in **3199:

- The picture should contain first 6 and last 4 numbers of the credit card number visible. 

- Your full name (First and Last name) should be visible on the picture.

- The expiration date of the card must be visible.

We kindly ask the customer to re-send the pictures according to the above.

Thank you in advance.

Best regards,

PowBet team

Good morning,

I sent the card again two days ago.

I wait for a feedback

Buongiorno,

ho provveduto nuovamente all’invio della carta due giorni fa.

attendo un riscontro

Good morning,

we are now at two months of waiting to check two photos, furthermore from the casino the answers always arrive only at the last minute of the stopwatch week.

I really have no more words

Buongiorno,

siamo ormai a due mesi di attesa per due controllare due foto, inoltre dal casino le risposte arrivano solo e sempre all’ultimo minuto della settimana di cronometro.

Non ho veramente più parole

Dear customer,

Unfortunately, the pictures provided are, once again, not in line with the requirements that we stated.

We have sent you another email to provide more clarification on what we are expecting.

Please note that the picture of your card the first six and the last four digits need to be visible. On the pictures you provided only the first four digits and last four digits were visible. 

We are waiting for you to provide the pictures that are in line with the requirements.

Thank you in advance.

Best regards,

PowBet team

Good morning,

the image was sent again with the requested specifications.

I await your feedback

Buongiorno,

l’immagine è stata nuovamente inviata con le specifiche richieste.

attendo un vostro riscontro

Dear customer, 

Thank you for providing the requested pictures of the card **3199.

Please be informed, that, in regards to the card **8948, there are two ways to proceed:

- If you are still in possession of the physical card, you can send the pictures of the front and the back to us;

- If you do not possess the physical card, you can request a Bank Statement with the card number and your name on it, as, in case of the change of ownership of the bank, the databases would have been transferred. 

We are awaiting your return.

Best regards,

Powbet team

Good morning,

I'm trying in every way to somehow contact the old bank to which the card was registered.

Buongiorno,

sto cercando in tutti i modi di contattare in qualche modo la vecchia banca alla quale era intestata la carta.

Good morning,

from the bank they are prolonging the search as it is an old card.

Could you provide me with a statement of the payment made with this card (date and time of payment)?

Buongiorno,

dalla banca stanno prolungando la ricerca essendo una carta vecchia.

Potreste fornirmi un prospetto del pagamento effettuato con tale carta ( data e ora del pagamento )?

Dear customer, 

Please be informed that we have sent you an email with the transactions made from the card in question.

We are awaiting your return, and hope the information is helpful.

Sincerely,

Powbet team

Good morning,

I sent an email attaching an account statement containing all the transactions you indicated.

Buongiorno,

ho mandato e-mail allegando estratto conto contente tutte le transazioni da voi indicate.

Good morning, I sent the bank statement 5 days ago now.

Could you kindly give me feedback considering that I have been waiting for more than two months?

Thank you

Buongiorno, ho inviato l’estratto conto ormai 5 giorni fa.

Potreste cortesemente darmi riscontro considerando che aspetto da più di due mesi ?

Grazie

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.

Good morning,

after almost 3 weeks of waiting they responded to me today via email from the casino telling me that they are still waiting for the data relating to the cards with ending 3199 and 8948.

As you can see from the previous comments, the casino had confirmed more than a month ago that it had correctly received the 3199 card data, furthermore for the other transactions I sent the casino a bank statement dating back to 2022 in order to prove the expenses made.

It seems to me that the mess is just taking its time for 3 months now I don't know where to turn my head anymore.

I will wait another two days for the ticket to close with a subsequent negative review at the casino before leaving with the lawyers, thank you

Buongiorno,

dopo quasi 3 settimane di attesa mi hanno risposto oggi via mail dal casino dicendomi che stanno ancora aspettando i dati relativi alle carte con finale 3199 e 8948.

Come potete vedere dai commenti precedenti, il casino aveva confermato più di un mese fa di aver ricevuto correttamente i dati della carta 3199, inoltre per le altre transazioni ho inviato al casino un estratto conto risalente al 2022 pur di provare le spese effettuate.

A me sembra che il casino stia solo prendendo tempo da ormai 3 mesi non so più dove sbattere la testa.

Attenderò altri due giorni la chiusura del ticket con successiva recensione negativa al casinò prima di partire con gli avvocati grazie

Dear all,

Thank you for your patience!

Please be informed that we are in process of verifying the documents the customer provided.

We will inform you as soon as we have any updates on the matter.

Best regards,

Powbet team

Dear Gianchamp92,

I fully understand your dissatisfaction with the whole situation and I agree this whole process is taking much longer than expected. I am in contact with the casino team outside of this thread and am regularly asking for an update, sadly the casino security team is quite overwhelmed with work which is one of the reasons for the prolonged process.

If understand it correctly the casino security team has received all the documents and is in the process of verifying them. I have my fingers crossed we will see progress soon.

Dear Powbet team,

I acknowledge the necessary steps that must be followed for the Know Your Customer (KYC) and Anti-Money Laundering (AML) process in compliance with the licensing policy and your internal procedures. However, I must empathize with the player that this situation is taking much longer than expected. I kindly request for the process to be expedited as the prolonged delay sheds a bad light on the reputation of your esteemed casino, where prompt handling of such processes is expected.

Good morning,

still no response.

Buongiorno,

ancora nessun riscontro.

Dear all,

Please be informed that we have received all the required documents. 

We have requested the customer to provide us with bank details, in order to proceed with the payment.

We are looking forward to your reply.

Best regards,

Powbet team

Good morning,

I just provided all the bank details for payment.

Please provide me with a receipt as soon as payment is made.

Thank you

Buongiorno,

ho appena fornito tutti i dati bancari per il pagamento.

Vi prego di fornirmi una ricevuta non appena il pagamento verrà effettuato.

Grazie

Good morning, I'm always waiting for a response from the casino, please don't make me wait another week for payment.

Thank you.

Buongiorno, rimango sempre in attesa di un riscontro dal casino, vi prego di non farmi attendere un altra settimana anche per il pagamento.

grazie.

Dear all,

Please be informed that we have manually withdrawn the customer's balance.

We hope this helps us reach the resolution of the case.

Best regards,

Powbet team

Good morning,

Has the balance been withdrawn and sent to the bank account I provided to you via email?

Is it possible to have a receipt for the bank transfer?

Thank you

Buongiorno,

il saldo è stato prelevato e inviato al conto bancario da me fornito vi mail?

è possibile avere una ricevuta del bonifico?

Grazie

Good morning,

I still don't receive feedback from the casino regarding the payment, I would like to understand whether the transfer was made or not and if so, have a receipt.

Buongiorno,

continuo a non ricevere riscontro dal casino in merito al pagamento, vorrei capire se è stato fatto o meno il bonifico ed in caso avere una ricevuta.

Dear Powbet team,

We kindly request confirmation regarding the initiation of the transfer from your end. If so, we would appreciate it if you could provide us or the player with a confirmation.

Good morning,

I still haven't received any response from the casino.

I find it unacceptable that they respond every 7 days when the timer expires.

Buongiorno,

ancora non ho ricevuto nessuna risposta dal casino.

Trovo inaccettabile il fatto che rispondano ogni 7 giorni allo scadere del timer.

Good morning,

I have been waiting for a withdrawal confirmation for a week now.

What is going on?

From support they keep sending me emails saying that they don't know why but the withdrawal is late, I asked if possible to know the amount but they couldn't tell me anything telling me to log in to the site and check (my account has been disabled for 4 months so I couldn't even access it)

Buongiorno,

attendo una conferma di prelievo da ormai una settimana.

Cosa sta succedendo?

Dal supporto continuano a mandarmi mail dicendo che non sanno perché ma il prelievo è in ritardo, ho richiesto se possibile sapere l’importo ma non mi hanno potuto riferire nulla dicendo di eseguire il login nel sito e verificare ( ho l’account disabilitato da 4 mesi per cui non potrei nemmeno accedervi)

Good morning,

I confirm that the payment has arrived on my account.

you can proceed with closing the report

It was long but it was worth it in the end,

Thank you very much for your service, without you I would never have been able to recover a euro.

Buongiorno,

confermo che il pagamento è arrivato sul mio conto.

si può procedere con la chiusura della segnalazione

E’ stata lunga ma alla fine ne è valsa la pena,

Grazi mille per il vostro servizio, senza di voi non avrei mai potuto recuperare un euro.

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 all,

We are glad to hear that the customer has received the payment and we hope this will lead to the resolution of this case.

Best regards,

Powbet team

Hello Gianchamp92,

We would like to update you that due to Michal, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Michal has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Michal will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you all for your responses. Despite the time it took, we are pleased that we were able to come to a satisfactory conclusion for the player, and that they have received their winnings. Since the complainant has confirmed the receipt of the funds, we consider this complaint to be resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would 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 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,

Michal

Casino Guru