The player from Portugal had requested a withdrawal less than two weeks before submitting the complaint. Their money had not been received yet. The Complaints Team had intervened after the player reported a delay exceeding 20 days and issues with document verification required by the casino. The casino had communicated that they were working on the request but later blocked the player's withdrawals, requesting a valid government-issued photo ID which the player initially could not provide due to an expired document. The player was given an extension to submit the required documentation, including the option to provide a valid passport. After some delays and lack of response from the player, the complaint was initially closed. Upon reopening, the player's account was verified, and the withdrawal was processed and completed. The complaint was then marked as resolved.
MrPunter Casino - Player believes that their withdrawal has been delayed.
Case closed
Amount: €20
MrPunter Casino
Safety Index:HighCase summary
Translation
I've been requesting a withdrawal since September 25th and so far it's still being analyzed, and on the website they say it's processed in a maximum of 3 days. I understand that delays happen, but more than 10 days to process a withdrawal is absurd
Dear Gitqa,
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
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.
TranslationMy account doesn't need to be verified, at least in the casino it says I don't need to do anything else
TranslationGood afternoon, 14 days and still no reply. Neither from CasinoGuru nor MrPunter
Dear Gitqa,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
TranslationI still haven't received the survey and I haven't heard anything back from MrPunter, they simply ignore my emails
Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.
Have you made any successful withdrawals before?
Did you accumulate your winnings with or without an active bonus?
Could you please share your communication with the casino regarding the withdrawal? 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 very much in advance for your reply.
Translation1- No, it's the first withdrawal I've tried at this casino
2- No active bonus
TranslationGood afternoon, once again no response from MrPunter or CasinoGuru, I've had a withdrawal pending since 25/09, today is 13/10
Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Jana (jana.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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.
Dear Gitqa,
My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite MrPunter Casino representative to join this conversation and participate in the resolution of this complaint.
Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?
Thank you in advance for providing the information.
Dear all,
We truly appreciate your patience.
We would like to inform you that we are working on the request with the highest priority.
Best regards,
MrPunter Team
Dear MrPunter Casino representative,
thank you for your reply. Please keep us informed when you release the funds for the player.
TranslationI'd also like to point out that not only has my withdrawal been delayed for more than 20 days, but MrPunter casino simply blocked my withdrawals a week ago, I don't know for what reason, since my account is verified and I still have my withdrawals blocked and haven't had a measly withdrawal completed
Dear all,
We appreciate your patience.
Gitqa, we would like to inform you that we have contacted you via email in order to request the needed documents for verification.
Thank you for your cooperation.
Best regards,
MrPunter Team
Dear all,
We appreciate your patience.
We would like to inform you that we have contacted the player via email regarding the verification.
Best regards,
MrPunter Team
TranslationANOTHER reply with everything requested, the casino doesn't seem to want to pay at all
Dear MrPunter Casino representative,
could you please specify which documents are still required from the player for verification? It appears that the player is cooperating and has already submitted all the necessary documents.
Dear all,
We truly appreciate your patience.
We would like to remind that the player must upload ID / Resident Permit or any document from the country the player has registered on our website, we cannot proceed with expired document or document form other country.
Best regards,
MrPunter Team
TranslationI've already sent my social security document with all the information, but the casino doesn't want to accept it
Dear Gitqa,
In order to verify your account, please upload your national ID card, passport, or any other government-issued photo ID.
TranslationI've already done that, but they won't accept my expired document, I realize that. but they're threatening to close my account if I don't send the valid document within 30 days, as is common knowledge (just do a search) the renewal processes until the card arrives are VERY slow.
Dear Gitqa,
The casino will not accept expired documents, and according to their policy, you must provide valid documents within a certain time period; otherwise, your account may be closed. Do you have any other valid government-issued document that you could provide?
TranslationOnly a passport from my country of origin
Dear Gitqa,
is it a portuguese passport? If so, you can submit it as a valid governmnet-issued document.
Dear Gitqa,
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.
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Jana
Casino.Guru
We’ve reopened this complaint at the request of Gitqa. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
Translation3 days and they haven't checked my account, they say it can take UP TO 24 hours. Withdrawals also blocked
Dear all,
We appreciate your patience in this matter.
We would like to inform you that the player’s account has now been successfully verified, and we are currently processing the withdrawal request.
Best regards,
MrPunter team
Dear MrPunter Casino representative,
thank you for your reply.
Dear Gitqa,
please keep us informed when you receive your funds.
TranslationHello, I can confirm that the account has been verified, but the withdrawal is still pending since Thursday 29/01. I'm still waiting
Dear all,
We truly appreciate your patience.
We would like to inform you that the withdrawal request was successfully completed on 03.02.2026.
Best regards,
MrPunter Team
Dear Gitqa,
We kindly request that you keep us informed regarding the timeline for the release of funds from the casino. Your assistance in this matter would be greatly appreciated.
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Gitqa,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Jana
