PowerUp Casino - プレイヤーの撤退プロセスが大幅に遅れています。

Treating me bad for winning and slowing down the withdrawal process. They expect me to use many months/years to withdraw. Very bad customer support over a long period.

I have have 500k NOK to withdraw and they have 5000NOK max withdrawal per day and maximum 3 pending withdrawals. The problem is that they accept withdrawals maybe 1 time a week.

I have uploaded a picture that shows my withdrawal request 20.03.2025. It is still not accepted 28.03.2025. I am fully verified and have withdrawed several times. With 5000NOK limit and accepted withdrawals a few times a month it will take many years to finish my withdrawal process.

I have asked several times on mail and live chat. They excuse it with «technical problems» etc.

I recommend being careful with high stakes at this casino.

Dear Norwegiangambler,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with PowerUp Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Were there any successful withdrawals you made before 13/03/2025 coming from the same win?
• Were you in contact with the casino support regarding the delay? What response have you received?
• Have you accumulated the winnings with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

I just have to mention I have the exact same problem at sg.casino which is the same owners I guess. Because I had the same Vip manager at both.

Were there any successful withdrawals you made before 13/03/2025 coming from the same win?

Yes, I have been able to do many 5000NOK withdrawals. But it just takes longer and longer between each accepted one now.

Were you in contact with the casino support regarding the delay? What response have you received?

Yes, they have only said it is a part of their terms etc. And many times they do not reply either.

Have you accumulated the winnings with the help of a bonus?

No, it was raw balance. I have recieved cashbacks from my losses before, maybe some of it was from that. But the cashback is without wager there.

Dear Norwegiangambler,

We have forwarded the details to the relevant department, so that they can look into this further.

As soon as there is an update, you will be notified immediately by email.

We sincerely apologize for the inconvenience caused, but rest assured we are doing our absolute best to resolve the matter as soon as possible.

Best Regards,

PowerUpCasino Team

Just the same kind of responses I get on livechat. Nothing happens and you ignore my mails. This is just a copy/paste message obviously

Thank you very much, Norwegiangambler, for providing the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@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 Norwegiangambler, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the requested payout. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of PowerUp Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s withdrawal requests are being processed longer than usual? I would also appreciate if you could provide us with any and all relevant evidence.

Thank you for your patience and cooperation in advance.

Dear Norwegiangambler,

I hope this email find you well.

Thank you for your patience, and sorry for this delay,

The relevant department is working on your requested withdrawals, and you should receive your money into your bank account in short period of time.

I hope this clarifies your situation.

Thank you and have a great day.

Best Regards,

PowerUpCasino Team

I would like to thank PowerUpCasino Team for a quick response! Much appreciated. :)

Dear Norwegiangambler, please let us know as soon as you receive the payment, to keep us up to date.

I have been told stuff like this many times the latest months. Can I do a manual transfer bigger than 5000NOK as a goodwill for all the waiting time?

It will take many months to withdraw when you accept 5000NOK a few times each month. I just want to get this case out of the world. If you raise my withdrawal limits I can start to play at your site like before too. But now I have stopped all playing until the case is solved

This is very commendable. Many times people get impatient, cancel the withdrawal requests and gamble the winnings away, which then leads to the complaint being rejected on our end - as there is no more balance to be withdrawn. Hopefully the payments will be processed with priority. Please, keep us up to date once any payments are received on your end. Fingers crossed!

I recieved 3x5k today. But I still have over 500k to withdraw. Even if they accept one 5k withdraw each day it will take 100 days to withdraw everything.

They usually accept a few 5k withdrawals each month, so it will take a few years in that pace. Is it wrong of me to expect it to maximum take a few months to withdraw my balance?

I have snooped around the casino's website, and according to the information available, seems like even on the lowest VIP level of "Amateur", the monthly withdrawal limit is 70,000 kr. Depending on the payment method you choose, transaction limit should be anywhere between 20k - 50k kr. Based on this, even if the casino adheres to its rules, it could still take about 8 months to withdraw all your balance. So you better brace yourself that this one will take some time to resolve. Or do you by any chance have higher VIP status than the basic one?

Dear PowerUpCasino Team, is there any way to speed up the withdrawals or at least to adhere to the maximum withdrawal limits mentioned on the casino's website, to speed up this process?

I was a higher VIP level and then they have removed it after I stopped playing. I only stopped playing because I can not withdraw…

I am nowhere near getting 70 in withdrawals each month. I maybe got 25-30k in withdrawals in March. So they are not following the information on the website.

Dear Norwegiangambler,

I hope this message find you well.

We are happy to confirm that your withdrawal is in queue for processing by our Finance Department.

We aim to process withdrawal requests within 3 business days, from the next day that the request was made, or from the day of the last processed withdrawal.

Please note that this timeframe excludes weekends and public holidays. The status of your withdrawal will be updated in your balance history once it has been processed.

Kindly asking you for a bit of patience and the requested money should be into your bank account in short period of time.

Best Regards,

PowerUpCasino Team

Another copy/paste response. Can you confirm that I only was able to withdraw around 25-30k last month? It is clearly that you slow down the process. Nothing is new between each withdrawal they have to accept. I am still verified and still using crypto withdrawal.

PowerUpCasino Team, could you please let us know what is the issue with the payment processing, or at least give us a timeframe for the withdrawals, please?

Dear all,

Kindly be advised that one of the requested withdrawals has been paid today.

The remaining ones are on the final stage, so the money should be reflected in the customer's bank account in short period of time.

As always your patience is extremely appreciated.

Best Regards,

PowerUpCasino Team

Why do you accept only one when I have 2 more pending? It is only to make the time go…

The 2 other withdrawals is with the same method. Can you explain why you only accept 1 and then wait some days for another?

This is horrible customer service tbh.

Dear PowerUpCasino Team, is there any chance to increase the withdrawal limits for the time being to speed up the whole process, or at least let us know what is the issue with the withdrawals being paid in less thank the monthly withdrawal limits stated on your website, please? Thank you.

EDIT: Dear Norwegiangambler, please let me know each time you receive another payment, so I can keep track as well. Thank you.