PowerUp Casino Support and Complaints Thread

Hey LCB'ers,

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Once you PRESS START, you will always be our player one; our 24/7 highly regarded customer support will be on hand to help you through any issues or questions.

Please feel free to ask us anything in this thread, our team will be on hand to help.

We look forward to hearing from you!

Welcome to LCB 

Welcome on board! 😀

Nice intro!! 😎

A very unique brand you have here and we are more than delighted to have you partnered with us and joining our forums! Welcome!

DONT play this casino, it's a complete scam. I won over 48000 after depositing with MY debit card. The casino then closed my account and voided my funds as they stated I was funded by a third party. There reasoning for this is simply because I received an e transfer from my mom which was completely unrelated. I work full time with a steady income and salary over 100000. This casino is pathetic, be warned. The casino had stated since March 13th however that it will give me my original deposit back of 500$ but has also sense to do so and has absolutely terrible customer service.

I am writing to you concerning “Powerup casino”. I had real money funds in the amount of 48200 in the casino. I never used any bonus offers and only played with real money. 

I had tried to withdraw these funds several times and would get my withdraw declined and when contacting customer support they would always just say try again and it should work but my withdrawal consistently were declined. 

I finally received an update that I needed to send verification documents and all documents I sent said “approved” beside the document. Soon after this I tried to log in and it kept saying “account disabled by the administrator”. After several attempts of dealing with contact support I finally received an email from the casino stating my account was closed as per a breach of the terms under section 9.1 without any further detail. I contacted the casino through chat and email several times starting on March 13th and have never been provided a response as to why my account was closed under those terms. 

I finally got a response to them stating my account was funded by a third party as my mother e transferred me. This e transfer was received the same day I deposited two 500$ deposits in the casino. My mother is definitely not involved in money laundering and neither am I. The money my mother sent to me was my money as it was owed to me and has absolutely nothing to do with gambling. In Canada an E transfer is a convenient way to receive money and I would never be involved in money laundering or any third party supporting any gambling. I am in law enforcement here in Canada and I know how important it is to have strict rules and regulations but the casino closed my account and took money from me for simple receiving and e transfer from my mom.  Also in my own experience money laundering and third party funding usually have several transactions back and forth between each other as is not the case for myself.

As I stated earlier I have a full time job and make 10000 + a year. I have three bank accounts, one with CIBC which I used to deposit into the casino and the account is fully in my name. 

I have now brought this forward with the curcoa gaming commission and will keep you posted.

Thanks for reading.

Hi Lettuce,

Thank you for sharing this info with us and really sorry you faced this issue with your withdarwal. As far as I can see from the article 9.1 you shouldn't have used a credit or debit card that is not in your name, This is strictly forbidden in all casinos. You can use only the card that is in your name. 

The casino needed to act like this due to the breach of their T&C. 

Please keep us posted. We'll also reach the casino rep for further information. 

Thanks for the response. The card I used is a debit card and it is in my name. 
 

thanks again for the response. 

Please private message me your casino username so we can contact the casino rep. 

Hey Melissa, 

I just want to confirm you recived my message and if the casino has contacted you yet? 
 

Thanks again for all your help :)

Ryan 

Hi Lettuce, 

We received your account details and notified the casino rep. Keep you posted. 

Hey Melissa,

I had found an article under the curcoa gaming commission online which states that if a customer claims there funds came from a "gift" which would be most similar to my case (money given to me for my wedding) that they would just need to provide the casino with.

• Documented proof of funds transfer
• A personal statement explaining the details and circumstances of how the gift was presented
• A signed declaration by the donor explaining what the gift is and its purpose
• Documents proving the source of funds of the individual who made the gift

I would be more then happy to do all the above if the casino would just talk to me and give me a chance to do it.

thanks again, I am more just writing this for the casinos response. 

Hi Lettuce, 

Thank you very much for the update. We are still waiting for the casino rep to get back to us. 

Hey Melissa,

I received a message back from the Curaçao gaming control board who said the following.

"The government of Curaçao is actively in the process of modernizing our gambling legislation and setting up our online gaming policies and procedures. We expect to be of more help as soon as the new legislation enters into force,  which we expect to be the case in the second half of 2024. For the time being, we kindly suggest, that at all times you seek legal advice for any claims you may have vis-à-vis the license holder or other party or parties. We refer to the following page that contains a list of law firms established in Curacao that may be able to assist you: http://www.dutchcaribbeanlegalportal.com/legal-contacts/law-firms?sid=102:Law-Firms-Curacao."

If this issue cannot be resolved here then I guess I would have to proceed in this way. 
 

thanks again! 
 

Ryan

Hi Lettuce, 

Thank you very much for sharing the response you get from the Curacao gaming authority. We sent a reminder to the casino rep. Hope we'll get an answer from them soon. 

Hey Melissa, 

At this point it really does not look like Powerup casino wants to participate on here. I appreciate your assistance in trying to reach out.

Ryan

We never heard back from them. We'll mark this case as Unresolved. In case you hear something from them or if Curacao resolves your issue please let us know. Really sorry we couldn't help you.