Powbet Casino - Счет игрока был закрыт, и вывод средств не был завершен.

Hello. This casino shut down my account. I gave them the details for a manual withdrawal to get the remaining money from my account. They have sent part of the balance, but not all of it. I have tried contacting the company about this, and they are not responding to me. I do not know the exact amount of money that was on the account, and I'd like to see the proof of how much was on the account since I don't have access to it.

Dear Miniwheats90,

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 that I can understand the whole situation completely.

• Could you please get in touch with the support team and find out how much money you have in your account? We need this information to set the dispute value.
• Which games did you play - slots, live casino, sports betting, etc.?
• 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,

Veronika

I answered part of these questions in the opening statement, not sure why these generic questions are always being asked. The support team is not responding, I played casino, live casino, sports. No bonuses.

Thank you for your reply. Have you reached out to customer support via email at support@powbet.com? Please forward me the most recent communication between you and the casino regarding the remaining balance in your account to veronika.f@casino.guru. Alternatively, you can post screenshots here.

Thank you very much, Miniwheats90, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Miniwheats90,

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.

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.

Hello all,

We have shared an email to Katarina.

We will wait for an update. Thank you!

Best regards,

Powbet team.

Dear Powbet Casino, 

thank you for the message and email.

Dear Miniwheats90,

As per casino records, a total of 5337.58 CAD was transferred to your bank account on February 13th, across eight separate transactions. Could you please confirm receipt of these funds?

Hello Katarina, this casino has not provided the tournament winnings that I had won before my account was closed. 3600 CAD is missing.

Dear Miniwheats90,

thank you for your message. Could you please confirm receipt of the aforementioned deposits?

Dear Powbet Casino,

could you please provide clarification regarding the tournament winnings and the expected payout schedule?

Yes Katarina it seems like those deposits have been issued, but I am still waiting for these tournament winnings to be paid out. I won them before the account was shut down, and they were never added to my balance before the casino closed it, and they are lying and saying it has already been added. A lying casino.

Dear Miniwheats90,

thank you for your message. Let's now await casino's response.