PowerUp Casino - プレイヤーの賞金は没収され、アカウントはロックされました。

I played the welcome offer with the first deposit bonus and won. For some reason, I was unable to withdraw the winnings for a long time, but I was told repeatedly that the issues were on the payment processor's end, not theirs. I was also required to send documents, but the document section on their website wasn't working at all, so I sent the documents via email. However, they were not accepted for some unknown reason, and now my account is locked, and my winnings have been confiscated. I would like to get help with this from you. I have also emailed them about the matter.

Nico

Pelasin tervetuliaistarjouksen ensimmäistä talletusbonusta ja voitin. Kotiuttaminen ei jostain syystä onnistunut ollenkaan pitkiin aikoihin, mutta minulle väitettiin kauan aikaa, että ongelmat ovat maksunvälittäjän suunnalla, eikä heillä. Dokumenttien lähettämistä myöskin vaadittiin, mutta dokumenttiosio ei toiminut sivustolla ollenkaan, joten lähetin dokumentit sähköpostilla. Niitä ei kuitenkaan hyväksytty tuntemattomsta syystä ja nyt tilini on lukossa ja voitot on takavarikoituna. Haluaisin saada apua tähän teiltä. Olen myös laittanut heille sähköpostia asiasta.

Nico

Dear korhoo55,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

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 take KYC lightly and it might take a few working days to complete this thorough process.

When were you requested to submit the documents, and when did you do so?

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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

Best regards,

Dominika

Dear korhoo55,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi Nico and Dominika! We are sorry for the delay to reply to you.

Nico, I've sent your account info to our support team and I'll bring you an answer as soon as the team understand the situation.

I appreaciate your patience in advance.

Regards,

PowerUp Casino Team

Hi, I have sent all the documents they asked for via email, as the website was unable to send them. I made a deposit on 22.11 and have been having problems with withdrawals ever since. My account was blocked at some point for some reason. Below is a screenshot of the email I received from them a while ago.

I also received this kind of email from them when I sent documents via email. In other words, I can't send documents at all when my account is blocked, and they don't receive emails regarding documents.

Hei, olen lähettänyt kaikki dokumentit joita he pyysivät sähköpostilla, kun sivustolla ei pystynyt lähettämään. Tein talletuksen 22.11 ja kotiuttamisen kanssa on siitä asti ollut ongelmia. Tilini estettiin jossain vaiheessa jostain syystä. Alla on kuva sähköpostista jonka olen saanut heiltä hetki sitten.

Myös tällaisen sähköpostin sain heiltä silloin, kun lähetin dokumentteja sähköpostitse. Eli toisinsanoen en pysty mitenkään lähettämään dokumentteja, kun tilini on estetty, ja he eivät vastaanota sähköpostia dokumentteja koskien.

Hi, NIco!

Thank you to share these e-mails with us.

Our team are still analysing your request, and I assure you that I will keep in contact until we have a resolution.

I appreciate your patience.

Regards,

PowerUp Casino

Dear all

Thank you for your patience.

We would like to clarify that customer account was closed due to the fact that he failed to present us documents for more than 30 days .

Customer had been requested to provide documents and verify his gaming account at 19/12/2024 , he didn't answered our request and at 22/01/2025 reminder emails had been send for the customer to present us the requested documents , our email didn't have a reply again and at 31/01/2025 his gaming account was closed and his funds deducted.

Please note that there are no prior emails from the customer as he claims and there is no records that he ever send us email with the requested documents and contacting us and explaining any issue with the website.

The customer had only contacted us after the account was closed and his only email with the documents is coming only after the Terms and Conditions were applied at 11/02/2025 , kindly note that we had seen the screenshot from the customer and that he had send us email to KYC@powerupcasino.com please note that this email inbox is not used for documents to be send and if customer wants us to send us documents he need to use support@powerupcasino.com .

Also the massage content  is automated and it is not from human , also the automated response clearly states that the player need to go to his verification tab to check the verification status.

Customer had never reached customer support agent or no other email had been send to us

Kindly be informed that customer gaming account was closed with the following Terms and Conditions that he had agreed on when creating his gaming account with us.

5.3 You must provide these documents and information within 30 (thirty) days after the request is made. We reserve the right to withhold payment and/or suspend your account until you provide the documents and information we requested, and to permanently close your account if you fail to do so in time. We will usually verify your documents and information within 10 (ten) days after our request is answered in full, however, depending on the circumstances and complexity of a given case, additional time and/or checks may be required to complete verification.

We hope this clarify the situation for you.

If you have any additional questions don't hesitate to ask us.

Best Regards

PowerUp Casino

Dear korhoo55,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.