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Hello there!

On the 24th of April, I requested to withdraw 300 euros and on the 28th of April, I requested another withdrawal of 220 euros. I used a bonus only on the second withdrawal, and it's value is 10 euros. So, 200 euros are, so to speak, direct from my pocket.

My withdrawal has been delayed for up to 2 weeks, which is the limit. This is because the verification is being cancelled over and over again; my apologies, but it's disappointing.

I have always attached what has been requested from me, but the Transaction History continues to be rejected. I attach exactly what they ask for; original statement in PDF format from the account used for the deposit; rejected.

Not only that, when I attached it again, this time they requested that I attach transactions from April from my Mangopay account; I do NOT have a Mangopay account. Those are RECEIPTS that have been made to me from a Mangopay account due to sales from Vinted and Wallapop; regardless, I find it unnecessary to continue asking me for attachments.

I attached today what they asked for (I emphasize that I've been at this process for over a week), I can only attach my April transactions related to Mangopay. From the 1st to the 30th. Denied again.

I once again re-uploaded the PDF, and I sent them an email clarifying the misunderstanding. However, I know they will not respond promptly as I sent them an email a week ago and they still have not responded. Truly disappointing. One cannot provide such service to the client and expect them not to bite their nails in helpless frustration. I apologize for my impatience, but those are 500 euros that belong to me and I still cannot even verify my account after trying daily for 2 weeks.

Please, I would appreciate if there's a way for me to get in touch with the KYC department, as it seems that even the customer service doesn't know what's happening, and my email remains unanswered.

Thank you very much for the service and have a good day. I will wait for your response.

Hola buenas!

El 24 de Abril solicité una retirada de 300 euros y el 28 de abril solicité otra de 220. Usé un bono solamente en la segunda, y su valor es de 10. Así que 200€ son de mi bolsillo por decirlo de alguna manera.

Mi retirada se ha retrasado hasta 2 semanas, que es el límite. Esto es porque la verificación sigue cancelándose una y otra vez; mis disculpas pero, es decepcionante.

He adjuntado siempre lo que se me ha pedido pero el Historial de Transacciones sigue siendo rechazado. Adjunto exactamente lo que me piden; extracto original en PDF de la cuenta usada para el depósito; rechazado.

No solo eso si no que cuando lo adjunté de nuevo, esta vez me piden que adjunte las transacciones de Abril de mi cuenta de Mangopay; NO tengo cuenta de Mangopay. Eso son INGRESOS que se me han hecho desde una cuenta Mangopay por ventas de Vinted y Wallapop; independientemente de ello me parece innecesario seguir pidiéndome adjuntos.

Adjunté hoy mismo lo que me pedían (Recalco que llevo +1 semana con este proceso), solo puedo adjuntar mis transacciones de Abril relacionadas con Mangopay. Del 1 al 30. Denegado otra vez.

He vuelto a subir una vez más el PDF, y les he enviado un email aclarando el malentendido. Sin embargo, sé que no me responderán pronto ya que hace una semana les escribí un email y no me respondieron aún. Verdaderamente decepcionante. No se puede dar un servicio así al cliente y esperar que no se muerdan las uñas de la impotencia. Lamento mi impaciencia, pero son 500 euros que son míos y aún no puedo ni verificar mi cuenta tras 2 semanas intentándolo diariamente.

Por favor, agradecería que se me pusiese en contacto con el departamento de KYC de alguna manera, ya que parece que el servicio al cliente tampoco sabe qué esta sucediendo, y el email sigue sin ser contestado.

Muchísimas gracias por el servicio y buen día. Esperaré a su respuesta.

Dear mirari03, 

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 all your documents have been approved, except for your transaction history?

Does your bank statement show all the necessary information, including your personal data?

Could you please forward me any communication between you and the casino that could be relevant to the investigation of our case? My email address is veronika.l@casino.guru.

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, 

Veronika

Hi Veronica, thank you for your response.

I understand that it is a long process, rather than complaining about the delay I complain about the efficiency.

The rest of the documents have been delivered correctly and verified. Indeed that is the only one left.

My bank statement should have everything I need since I can't edit it and they ask me for the original format. They never asked me for anything more than; date, bank, detailed time, income and expenses. And as I already mentioned, everything is delivered.

Unfortunately I cannot give any conversation in image as my emails have not been answered; but in the customer service Live Chat they told me to upload the PDF with the data I just mentioned; denied.

Believe me when I say that I am carefully reviewing the PDFs to see missing information, but everything that is requested is in it. And if something is missing, I would like to be specifically left in writing with the data that is needed that is not found in the document. It is of no use to me to be told over and over again to upload a document without giving me any information about the rejection. So I can't provide anything.

Thanks to you and I hope we solve this too (:

Good day!

Hola Veronica, gracias por tu respuesta.

Comprendo que es un proceso largo, más que quejarme de la demora me quejo de la eficiencia.

El resto de documentos han sido entregados correctamente y verificados. Efectivamente ese es el único que queda.

Mi extracto bancario debería tener todo lo necesario ya que no puedo editarlo y me piden el formato original. Nunca me solicitaron nada mas que ; fecha, banco, hora detallada, ingresos y gastos. Y tal y como comenté ya, todo está entregado.

Lamentablemente no puedo dar ninguna conversación en imagen ya que mis email no se han respondido; pero en el Chat en Vivo del servicio al cliente me dijeron que subiera el PDF con los datos que acabo de comentar; denegado.

Creeme cuando digo que estoy revisando detenidamente los PDF para ver información faltante, pero está todo lo que se pide en él. Y si faltara algo me gustaría que se me dejase por escrito específicamente los datos que necesitan que no se encuentren en el documento. De nada me sirve que me digan una y otra vez que suba un documento sin darme ningún dato del rechazo. Así no puedo proporcionar nada.

Gracias a ti y espero que solucionemos esto tambien (:

Buen día!

Thank you very much, mirari03, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@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.

Thanks Veronica; I add that my bank account attachments were accepted. However, for some reason they added a new request; upload transactions from my "Mangopay" account.

I do not have any Mangopay account. They keep rejecting my attachments, and I even tried uploading a PDF with a line explaining that I DO NOT have that account. Now instead of having a comment asking for it, I have the duplicate comment. It seems like they are hesitating on me (I say this out of respect, but having my attachments rejected 4 times and even completely ignoring my messages seemed absurd to me).

I am waiting for your help or yours to solve this! It's been 20 days now... I thank you very much for your time and attention.

All the best

Gracias Veronica; añado que mis adjuntos de cuenta bancaria fueron aceptados. Sin embargo, por alguna razón añadieron una nueva petición; subir las transacciones desde mi cuenta "Mangopay".

No poseo ninguna cuenta de Mangopay. Siguen rechazándome los adjuntos, e incluso probé a subir un PDF con una línea explicando que NO poseo esa cuenta. Ahora en vez de tener un comentario pidiéndolo, tengo el comentario duplicado. Parece que me están vacilando (Lo digo desde el respeto, pero que me rechacen 4 veces los adjuntos e incluso ignoren totalmente mis mensajes me resultó absurdo).

Estoy a la espera de su ayuda o de ustedes para poder solucionar esto! Son 20 días ya.. Os agradezco mucho el tiempo y atención.

Un saludo

Hi mirari03,

I've just reviewed your case and am sorry to hear about your struggles with verification. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Powbet Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify the current status of the player's verification and the issue with the Mangopay account?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Hello again; I'm still waiting for your response. I was just adding that the transaction has been canceled and I have the money back in my balance. So I assume I have to wait to verify my account to repeat the transaction.

I hope to hear from you soon; thank you.

Hola de nuevo; sigo esperando a su respuesta. Únicamente venía a añadir que la transacción ha sido cancelada y tengo el dinero en mi saldo de vuelta. Así que asumo que tengo que esperar a verificar mi cuenta para repetir la transacción.

Espero saber de ustedes pronto; gracias.

Dear all,

Thank you for reaching out!

Please be informed that we have requested additional documents for the account verification. Namely, we are currently waiting for the following:

The transaction history of your Mangopay account for the month of April, that shows all the transactions made during this period. Please upload the document via the Verification section of your account.

We await your return.

Best regards,

Powbet team

Hello;

Unfortunately I see that my messages have not been read correctly. I don't have a Mangopay account so I can't upload those documents.

Please give me a solution since I already know what is being asked but I can't provide it. I add that I attached all the movements with the Mangopay concept of my account in April, and they were rejected on several occasions. Nothing was missing, since it was the original PDF.

Please give me a solution, I will be happy to provide what you need. I've been waiting a long time now.

All the best.

Hola;

Desgraciadamente veo que no se ha leído bien mis mensajes. No cuento con una cuenta Mangopay así que no puedo cargar esos documentos.

Por favor, denme una solución ya que, ya se lo que se me está pidiendo pero no puedo proporcionarlo. Añado que os adjunté todos los movimientos con el concepto Mangopay de mi cuenta en Abril, y fueron rechazados en varias ocasiones. No faltaba nada, ya que era el PDF original.

Por favor, denme una solución estaré encantada de proporcionar lo que necesitéis. Llevo esperando mucho tiempo ya.

Un saludo.

Dear mirari03, could you please send me the PDF document of a transaction history you provided to the casino for our internal analysis? You can send it to my email (natalia.b@casino.guru), I'd love to see what Mangopay account we talk about.

Hello Veronika; of course. Right now I'll send it to your email

Hola Veronika; por supuesto. Ahora mismo te lo envío a tu email

Natalia*, excuse me.

I have already sent you the documents by email. I await your response. I pray that we can resolve this as soon as possible and I thank you for your time and attention!

Natalia* , discúlpame.

Ya te he enviado los documentos por email. Espero a vuestra respuesta. Ruego que podamos solucionar esto lo antes posible y os agradezco el tiempo y atención!

Dear Powbet Casino, I'd like to draw your attention to the fact that the player doesn't own a Mangopay account. If after checking the transaction history you have discovered some transactions displayed as "TRAF. DE: Mangopay", these were the payments received from selling products on platforms Vinted and Wallapop, as mentioned by the player.

Would you please specify what you need to verify at the moment to proceed with the withdrawals of the player's funds? Are you trying to check the player's source of income by requesting Mangoplay account transactions or what is the reason to keep asking for them?

Dear all,

Thank you for the provided explanation. 

The information has been forwarded to the relevant department. As soon as we have any updates - we will let you know.

Your patience is highly appreciated.

Best regards,

Powbet team

Hello,

Thank you; I must mention that I shared this same information with the customer service team and they told me that they would contact me as soon as possible as well. However, no matter how much I insisted, I never received any updates.

In total, it has been more than a month and please understand that I have had much more than patience. I would ask that it be resolved as soon as possible, I don't think any casino should hold a customer's money for more than a month.

Thank you for your attention and I hope to solve the problem as soon as possible. Good day!

Hola,

Gracias; debo mencionar que esta misma información la compartí con el equipo de atención al cliente y me comunicaron que contactarían conmigo cuando antes también. Sin embargo por mucho que insistiese nunca me llego ninguna actualización.

En total, ha pasado más de un mes y comprendan que he tenido mucho más que paciencia. Rogaría que se solucionase cuanto antes, no creo que ningún casino deba retener el dinero del cliente durante más de un mes.

Gracias por su atención y espero solventar el problema cuanto antes. Buen día!

Hello again!

I'm happy to say that my account has been verified. Since my withdrawal was cancelled, I have withdrawn again. I will wait the 3 business days (Correct me if I'm wrong) and if I have any problems I will comment.

Thank you for your attention and I hope that this time everything goes well.

Hola de nuevo!

Me alegra decir que mi cuenta ha sido verificada. Ya que mi retiro fue cancelado, he vuelto a hacer la retirada. Esperaré los 3 días laborales (Corríjanme si me equivoco) y si tengo algún problema lo comentaré.

Gracias por la atención y espero que esta vez todo vaya bien.

Thank you for the updates, mirari03. I'll await further information from you.

Dear mirari03,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.