The player from Mexico has submitted a withdrawal request less than two weeks prior to contacting us. Winnings haven’t been obtained up to this day.
PowerUp Casino - Withdrawal of player's winnings has been delayed.
Opened
Current status
Waiting for a delayed payment
2d 0h 46m 24s
PowerUp Casino
Safety Index:HighSafety Index
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8.5
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Case summary
Discussion
Public
Public
23 hours ago
Translation
Good day,
I am reporting a problem with my withdrawal at PowerUp Casino.
On October 23, 2025, I submitted a withdrawal request for €88, and the casino informed me that the process would take a maximum of 3 business days. However, 10 days have passed and I still haven't received my money.
I have contacted casino support (agent Reggie) several times, who only tells me that my withdrawal is "in queue" and that it was marked as "priority", but they do not give me a specific date or transparent information about the actual status of the withdrawal.
This delay exceeds the time stipulated in its own terms, which I consider an unjustified withholding of funds.
I kindly request your intervention to ensure that the casino complies with the established deadlines and releases my payment as soon as possible.
I have attached screenshots of my conversations with support as evidence.
Automatic translation:
Public
Public
23 hours ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Public
Public
23 hours ago
Dear Fernando7500,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
