The player from Italy has requested a withdrawal more than two weeks prior to submitting this complaint. The withdrawals were delayed due to changes on the casino's payment provider side and its withdrawal limits. The player was asked to request withdrawals in lower amounts via credit/debit card, or via bank transfer. The player received the new withdrawals via bank transfer within 10 days.
Powbet Casino - Player’s withdrawals have been delayed.
Amount: €1,500
Powbet Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Translation
Greetings,
I need help with this mess because on May 25th, 26th and May 31st I made 3 withdrawals of 500.
Today is 10 and I have not yet seen a lira in my current account.
Yesterday, I also received an email stating that my next 2 withdrawals of 500 euros each have been revoked and then returned to the gaming account because their payment system is updating to 450. Can you help me please? Thank you
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Head of Complaint Resolution Center
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3 years ago
Dear alinionutdascalu,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise if they were your first withdrawals in this casino? Have you accumulated your winnings with or without an active bonus?
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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawals approved, I truly believe it’s only a matter of time before you’ll receive them.
Looking forward to hearing from you. Thank you in advance.
Best regards,
Petronela
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3 years ago
Translation
Good morning,
withdrawals were made without having used the bonuses available on the site. I am still waiting since Saturdays and Sundays are not taken into consideration. However, according to the timing indicated by them via email, theoretically tomorrow (Monday) I should receive the first withdrawal of 500 made on 25/05.
We will see in any case I will update on the situation and thank you for the prompt reply.
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3 years ago
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Hi, I am writing here again because yesterday I received an email with a new cancellation of my withdrawal that I am forwarding to this post. The money of the 25th, 26th and 31st has not yet arrived and I am sincerely losing hope. I have not contacted the site anymore but because I would always receive the same answer. I would like to understand if I will ever receive them and if not how should I behave? Thank you
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3 years ago
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I write again because they are making fun of me.
I looked at my cc and still 0 revenue from the above withdrawals. So I contacted them again via chat this morning to ask for clarification.
After 21 days from the first withdrawal and all the chats with them and all the cancellations they decide to cancel also the 3 withdrawals of 25,26 and 31 May.
After finishing the chat this morning, I get the following email.
At this point what should I do? Could I ask for the full amount available on the account and then hope, wait for cancellations or postponements?
Waiting thank you
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Head of Complaint Resolution Center
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3 years ago
Thank you very much, alinionutdascalu, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav ([email protected]) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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3 years ago
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Thank you so much for your attention instead.
so at this point I await an email from Mr. Branislav? Thank you
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Complaint Specialist
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3 years ago
Hello, alinionutdascalu,
I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Powbet Casino's representative to join this conversation and participate in the resolution of this complaint.
Dear Powbet Casino Team,
Could you please state the reason why the player's withdrawals have not been processed? Do I understand correctly (from the screenshots provided by the player), that all his original withdrawals were denied and he should request a new withdrawal via bank transfer or a maximum 1 withdrawal of not more than €450 per payment via credit/debit card? Can you please explain the situation in more detail?
Thank you in advance for providing the information.
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3 years ago
Translation
good morning Branislav,
yes, in fact, all my withdrawals have been denied, I still have all the emails and all the transcriptions made even in chat with them, so if they need to tell me. I repeat, since my first withdrawal on May 25th I have never seen anything in my personal account, but they continued to delude me that the duration of the transaction took place is from 1-3 days, then from 3 to 5 working days, then they apologize because probably there could also be delays due to not knowing what, and then TOTAL REFUSAL.
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Complaint Specialist
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3 years ago
You mentioned that the funds were returned to your casino account, so now we do not talk about delayed withdrawal. It looks like currently, you have no pending withdrawal in the casino account.
In the meantime, you could try to withdraw via bank transfer or in instalments of €450 by credit/debit card - but, only one withdrawal. Once it is completed, then you can request another one. I understood it like this from the screenshots you sent us above.
However, I would like to wait for the casino's response.
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Casino representative
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3 years ago
Dear all,
Thank you for reaching out!
We are glad to inform that the withdrawal request for 500.00 EUR via Bank transfer has been processed from our side today. Please expect the funds in your account in the nearest time.
Regarding the withdrawal amounts - unfortunately, due to limitations on the side of the payment provider, the limit for card withdrawals is 450 EUR per request. For bank withdrawals, limits from our Terms and Conditions apply.
Should you have any other questions, feel free to contact us via chat.
Best regards,
Powbet.com
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3 years ago
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Mr. Branislav,
I made a withdrawal of 450 and here is the email
Also yesterday I received this email that warns me that in reality they would need an Italian IBAN in order to perform withdrawals and here it is
Also yesterday, I received another email from "Elisabetta" where I was specified to enter data for the withdrawal but they did not tell me with an Italian IBAN
So in the end I do not understand why one user tells me that it is a problem of withdrawal limits and another that the IBAN is not good. I made a withdrawal via Italian IBAN but now we'll see if they give me the money.
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Complaint Specialist
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3 years ago
Greetings all,
Thank you both sides for the updates and information.
Dear alinionutdascalu,
I think the first email relates to withdrawals made to credit/debit cards. Other emails clarify a withdrawal made via manual bank transfer using your IBAN.
However, good to see progress. At this point, I sincerely believe it should only be a matter of time before the payment comes to you. Then, you will be allowed to continue with another withdrawal request.
I will keep this complaint open until your confirmation regarding successful withdrawal, or an update.
Please let us know as soon as you receive the payment.
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3 years ago
Translation
Good morning Branislav,
progress at present but minimal. I shoot a screenshot with the current situation. Withdrawals made via ITALIAN IBAN as indicated by them but after 2, 4 and 5 days still have to be processed 
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Casino representative
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3 years ago
Dear Customer,
Thank you for contacting us!
We are glad to inform you that your withdrawal request for 500.00 EUR + 500.00 EUR + 500.00 EUR has been processed from our side. You can expect the funds to arrive at your account in the nearest time. We appreciate your patience!
Should you have any other questions, feel free to contact us via chat.
Best regards,
Powbet.com
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Complaint Specialist
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3 years ago
Great news. Thank you both for the updates.
Dear alinionutdascalu,
As my colleague Petronela mentioned above, we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Your withdrawals were requested just recently.
Let's stay positive and patient. I am extending the timer and I will wait for your update. Please, provide the casino with a few more business days to complete the process.
Looking forward to hearing from you soon.
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3 years ago
Translation
Good morning Branislav,
then I state that I opened the complaint by referring to other withdrawals that have been revoked from me, the last three arrived today, all 1500 together, very strange but they arrived. In any case, I have requested another 250 euro withdrawal today and I hope they will arrive within the indicated time frame. In the meantime I only say this, they have postponed the timing continuously simply to let me play the money on the account, among other things also a nice value, but once the payments are completed I will also make sure of this thing.
Finally, the money arrived and this only thanks to Casinoguru, a huge thank you.
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Complaint Specialist
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3 years ago
Thank you, alinionutdascalu, for confirming and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.
However, if there are any complications with your current pending withdrawal, feel free to let me know about it at [email protected] or request a reopening of this case.
Thank you too, Powbet Casino, for providing information and for your cooperation.
Best regards,
Branislav, www.kpvfaw.com
