PowerUp Casino - 플레이어의 계정 확인이 지연되었습니다.

Hi,

I’m reaching out because I’m having trouble verifying my account. I’ve successfully uploaded all required documents, except for the transaction history, which seems to be the only one causing issues. Every time I upload it, the system shows that nothing has been uploaded.

When I contacted support, I was told that my documents were uploaded and advised to send them via email as a backup. I followed those instructions, but then received a response saying that email submissions aren’t accepted, and I must upload them through the verification section. 

Despite following these steps, the transaction history still doesn’t show as uploaded, and I’m left with no clear explanation from this casino as to why my account isn’t being verified.

Dear redbeast,

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.

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format?

Could you please share your communication with the casino regarding the verification? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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,

Dominika

I’ve uploaded all the requested documents in the verification section, including my passport, bank statement, card proof, and a selfie with the website open, as well as the transaction history document. I uploaded everything about two weeks ago, and I also sent the transaction history via email twice, as advised by support. The last time I uploaded it was just two days ago. However, when I check the verification section on my account, it still shows that the transaction history is required. I will send you transcripts to the email.