PowerUp Casino - Играчът се бори да премине проверката.

Good evening, I'm having an issue with this specific casino. Even though they have successfully verified all the other details, they are not verifying my transaction history. They're asking me for my transactions of October, from the 1st to the 31st, in a pdf format. I have sent them this information in both pdf and screenshot formats, and yet they continue to reject it. Additionally, I have sent them emails to which they have not responded. Please help me resolve this issue and receive my money. Thank you.

I can attach all the proof that I've sent to them thus far from my bank which issued it to me.

καλησπερα σας εχω ενα θεμα με το συγκεκριμενο καζινο , ενω μου εχουν ταυτοποιησει κανονικα ολα τα υπολοιπα δεν μου ταυτοποιουνε το ιστορικο των συναλλαγων μου , μου ζητανε σε pdf τις συναλλαγες του μηνα οκτωβριου απο τις 1 μεχρι και τις 31 , τους το εχω στειλει κανονικα και σε μορφη pdf και σε μορφη screenshot και συνεχιζουν να το αποριπτουνε . επισης τους εχω στειλει e mail και δεν μου εχουν απαντησει σε κανενα απο αυτα , παρακαλω βοηθηστε με να λυσω το θεμα μου και να παρω τα λεφτα μου , ευχαριστω

μπορω να σας επισυναψω ολα τα αποδεικτικα που τους εχω στειλει ως τωρα απο την τραπεζα μου που η ιδια μου εχει εκδοσει

Dear nikosthegreek,

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.

Do I understand correctly that verifying the transaction history seems to be the only obstacle standing between you and successful verification? Did the casino explain what was wrong with this document or why it wasn't approved?

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,

Kristina

because I also talked to the support of the streamer from where I got the link to enter powerupcasino and he told me that it was a bug on their site. they have my iban wrong on their site and you can see it for yourself, they tell me we want the transaction history for the specific iban they have written wrong, I clearly show them that my deposit was made by another iban, take a look here are the photos, and blur the photos a little so they don't show

επειδη μιλησα και με το support του streamer που απο εκει που πηρα το link για να μπω στο powerupcasino και μου ειπε οτι προκειται για bug στο site τους . εχουν στο στο site τους μεσα λαθος το iban μου και μπορειτε να το δειτε και μονοι σας , μου λενε θελουμε το ιστορικο συνναλαγων για το συγκεκριμενο iban που το εχουνε γραμμενο λαθος , τους δειχνω ξεκαθαρα οτι η καταθεση μου εχει γινει απο αλλο iban , κοιταξτε λιγο εδω τις φωτο , και θολωστε λιγο τις φωτογραφιες να μην φαινονται

they have also identified my card on their site, it shows that it has been approved, and this card is only linked to this iban account,

επισης μου εχουνε ταυτοποιησει την καρτα μου στο site τους , το εμφανιζει οτι εχει παρει εγκριση , και η καρτα αυτη ειναι συνδεμενη μονο με αυτο το λογαριασμο iban ,

also so that you don't ask me, I have only made one deposit on the site of 195 euros which I show in the screenshot above the photos I sent you, with this I also won the money

επισης για να μην με ρωτατε , εχω κανει μονο μια καταθεση στο site τους 195euros που την δειχνω στο screenshot πιο πανω στις φωτο που σας εστειλα , με αυτην κερδισα και τα λεφτα

a new update is that I lost all the money earned, I give them the worst score there is, they are the best at taking money, the worst at giving,

μια νεα ενημερωση ειναι οτι εχασα ολα τα κερδισμενα λεφτα , τους βαζω την χειροτερη βαθμολογια που υπαρχει , στο να παιρνουν τα λεφτα ειναι οι καλυτεροι , στο να δινουν ειναι οι χειροτεροι ,

Thank you for your reply, nikosthegreek. I am sorry to hear that. Sadly, since you wagered your winnings, I’m afraid, there is not much we can do for you. The player is the only one responsible for their account, active balance, and all the bets taking place. I understand that this would have never happened if you could withdraw on the first attempt but at this point, we cannot ask the casino to refund your lost winnings.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.