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I registered with Powbet on 04/13 and attempted to withdraw €289 on 04/14, but it was cancelled after a few days. On 04/20, following a discussion with the support team, I tried to withdraw again, but it was cancelled on 04/30.

I was told to contact the support team and find an alternative solution, but the chat is no longer available for me.

An email was sent to the support team.

It was mentioned that KYC is not necessary for my account. Also, I never accepted a bonus, but I received an email stating that my €100 bonus was granted, which never happened.

Ich habe mich am 13.04 bei Powbet registriert und am 14.04 versucht 289€ auszuzahlen die nach ein paar Tagen storniert wurde. Am 20.04 nachdem ich mit den Support geschrieben habe sollte ich nochmal auszahlen die wurde dann am 30.04 storniert.

Mir wurde gesagt ich soll mich beim Support melden und eine andere möglichkeit zu finden allerdings ist der Chat für mich nicht mehr erreichbar.

Eine Email wurde an den Support geschrieben.

KYC ist bei meinen Account nicht nötig stand da. Und einen Bonus habe ich auch nie angenommen, jedoch habe ich eine Email erhalten in der stand dass mein 100€ Bonus mir gutgeschrieben wurde. Was nie geschah.

Dear Swed,

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

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

• Could you please advise if you have been informed about any alternative method to withdraw your winnings?

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,

Petronela

I haven't been contacted yet. I can only contact them via email because chat doesn't work. I also tried to withdraw using Bitcoin, but I was told I could only withdraw in the same way that I deposited.

Bis jetzt wurde ich noch nicht kontaktiert. Der Kontakt ist nur per Email für mich möglich da der Chat nicht geht. Ich habe die Auszahlung auch mit Bitcoin versucht, jedoch hieß es ich kann nur genauso Auszahlen wie ich eingezahlt habe.

Hi Swed,

• Have you been advised to place a minimum deposit to verify your new payment method, please?

Thank you.

Exactly because I had never deposited like this before I couldn't withdraw, it said in a pop up.

I then sent an email to support but have not received a response yet.

BG

Genau da ich so noch nie eingezahlt habe konnte ich so nicht auszahlen, stand in einen Pop Up.

Danach habe ich den Support eine Email gesendet aber noch keine Antwort erhalten bis jetzt.

BG

Hi Swed,

If your winnings were exclusively generated from a free bonus, unfortunately, you will be required to make a minimum deposit and verify the payment method you intend to use for withdrawing your winnings.

• Could you please confirm whether your winnings were solely from a free bonus?

Thank you.

My bets were made without a bonus. I only received an email with a bonus but never received a bonus in my account and never requested one. However, I did receive a message from support on Wednesday saying that the finance department would contact me and try to pay out manually.

Meine Einsätze wurden ohne Bonus gespielt. Ich habe nur eine Email mit einen Bonus erhalten aber nie einen Bonus auf mein Konto und auch nicht beantragt. Ich habe aber mittlerweile eine Nachricht am Mittwoch vom Support erhalten dass sich die Finanzabteilung bei mir melden wird und es manuell versucht auszuzahlen.

Hi Swed,

• Is it accurate to say that your winnings of €289 originated from a real money deposit?
• Could you specify the payment method you used to deposit funds into your account?
• Have there been any updates regarding the manual processing attempt for your withdrawal?

Thank you.

Hello, yes, I deposited a total of €200 and won €289. I deposited with MasterCard.

I haven't received any further emails yet.

Hallo, ja genau ich habe insgesamt 200€ eingezahlt und damit 289€ gewonnen. Eingezahlt wurde mit MasterCard.

Bis jetzt habe ich keine weitere Mail erhalten.

Thank you very much, Swed, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.  

Hello Swed,

I'm Michal and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite Powbet Casino to join the conversation.

Dear Powbet Casino,

Could you please let us know when the player's withdrawal will be processed?

Dear Customer, 

Thank you for reaching out to us. 

We kindly advise you to use bank transfer option to request your withdrawal and let us know once you make it. 

We appreciate your patience and understanding! 

Best Regards, 

Customer Service 

Thank you,

I have now requested a payout via bank transfer.

Vielen Dank,

ich habe jetzt eine Auszahlung per Banküberweisung beantragt.

My money was paid out today.

Many thanks for the help.

Mein Geld wurde heute ausgezahlt.

Vielen Dank für die Hilfe.

Great news, Swed. I'm glad to hear that you successfully received your winnings. I hope all your future withdrawals will be processed without any unexpected delays.

As the complainant confirmed that they have received the funds, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino Guru