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good morning on the 13th I made the withdrawal request of 500 euros and to follow 2 other withdrawals of 500 euros the next 2 days they told me to wait from 3 to 5 working days, they are still waiting and they always respond vaguely in chat

buongiorno il giorno 13 ho fatto la richiesta di prelievo di 500 euro e a seguire altri 2 prelievi i 2 gg successivi di 500 euro mi hanno detto di aspettare dai 3 ai 5 gg lavorativi,sono ancora in attesa e rispondono sempre vagamente in chat

Dear dcherchi1,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear dcherchi1,

Have you received your withdrawal from the casino yet?

Hi no they are asking me for documentation of cards that I have never used on their account

Salve no mi stanno chiedendo documentazioni di carte che non ho mai usato sul loro conto

Now the documents provided coincidentally are not accepted and we do not know the reason beyond that they do not want to pay from November 13th

Adesso i documenti forniti guarda caso non vengono accettati e non si sa il motivo oltre che non vogliono pagare dal giorno 13 novembre

Thank you very much for your reply, dcherchi1. Do I understand correctly that verifying your cards seems to be the only obstacle standing between you and your winnings? Has the casino approved the rest of your documents?

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.

now they checked let's see withdrawals are always pending

ora hanno verificato vediamo un po’ i prelievi sono sempre in attesa

here's how it ended up with the account disabled

ecco come è finita con l account disabilitato

dcherchi1, it seems that the casino believes you deposited with someone else's payment method. Could you please advise if this was true?

The disputed card is mine which ends with 5922 and is a prepaid card, so this is not true, they asked me for the documentation of my mother-in-law's and I provided the requested documentation, but in any case I never used it on their site to deposit

La carta contestata è la mia che finisce con 5922 e’ una prepagata, quindi cosa non vera,mi hanno chiesto la documentazione di quella di mia suocera ed ho fornito la documentazione richiesta,ma comunque non L ho mai usata sul loro sito per depositare

Thank you very much, dcherchi1, for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas@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.  

Hello dcherchi1,

I will assist you with the complaint from now on. I went over the details of the case and I will do my best to help you. First, I'll contact the casino in order to learn more about the situation.

Powbet Casino,

Could you please explain why dcherchi1's account is blocked? What is the result of the verification of dcherchi1's account?

Dear all,

Thank you for reaching out.

We would like to inform you that the account was closed due to not passing verification. Main reason for it is the usage of a 3rd party card for deposits, which is forbidden according to the following article from our Terms and Conditions:

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;

<…>

Should you have any other questions, feel free to contact us.

Best regards,

PowBet.com

Dear Powbet Casino team,

the player claims the card ending 5922 is under his name, and no other card was used to deposit into his account. Could you provide us with proof of the claims a 3rd party card was used to deposit? Please send the evidence to tomas@casino.guru

Thanks in advance for your reply.

Dear Tomas,

Thank you for reaching out.

We would like to inform you that the evidence was sent to tomas@casino.guru. 

Best regards,

PowBet.com

Hello,

Thanks to Powbet casino for providing the requested information and for cooperation.

Dear dcherchi1,

The casino showed us evidence that the card ending 6283 was used to deposit in your account in the casino. Since this card doesn't belong to you you breached the casino's rules.

Under these circumstances, we have to agree the casino's actions were justified.

but when I lost it wasn't worth the violation? and how come if I used that card the money was credited to another card the 5922??

però quando ho perso non valeva la violazione?e come mai se ho usato quella carta i soldi mi sono stati accreditati su un altra carta la 5922??

but then if I have provided all the data and all the documentation what is the point of this rule it exists only on this site in all the others there is no such thing?? I remain of the opinion that it is a scam site as all deposits had to be credited back to me facts, and not on another paper

ma poi se ho fornito tutti i dati e tutte le documentazioni che senso ha questa regola esiste solo su questo sito in tutti gli altri non esiste una cosa del genere??rimango dell idea che è un sito truffa poichè mi dovevano essere riaccreditati tutti i depositi fatti,e non su un altra carta

I deposit with the 6283 card but the money is returned to the 5922 funny how what???

io deposito con la carta 6283 ma i soldi vengono ridati sulla 5922 buffa come cosa???

Thanks for your comments, dcherchi1.

Technically it is very difficult to check who’s the owner of the payment method at the depositing stage. This can often be checked only during account verification, which is usually done when a withdrawal is requested. Therefore, it is a player’s responsibility to use allowed payment methods only.

I strongly encourage you in the future to only use payment methods that are in your own name, otherwise, casinos might consider your winnings illegitimate, adhering to AML(anti-money laundering) laws and regulations.

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 issues with any online casino in the future.