The player from Lower Saxony had requested a withdrawal less than two weeks before submitting this complaint. The payment had not been processed yet. After the recommended time frame had passed, the player confirmed that he had not received any updates regarding the payment. Eventually, he reported that he had received the money. The issue was marked as resolved by the Complaints Team.
MrPunter Casino - Player claims that payment has been delayed.
Resolved
Our verdict
Case closed
Amount: €1,500
MrPunter Casino
Safety Index:HighCase summary
Discussion
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1 year ago
Translation
Hello
I have been waiting for a payout since February 1st. The problem is that support keeps saying that they are processing it now, but unfortunately nothing is happening. I have also asked several times whether I should verify myself, but to date this has been denied. I am willing to do anything as long as my money is paid out to me.
That's why I ask casino guru for help because nothing is happening
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1 year ago
Dear ribery23388,
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
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
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1 year ago
Dear ribery23388,
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.
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1 year ago
TranslationHello
Unfortunately, I still have not received any processing of the payment and no request for verification
Nothing happens
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1 year ago
TranslationHello
I wanted to let you know that I received the money.
Thank you very much for your effort
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1 year ago
Dear ribery23388,
I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you.
As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues.
Thank you so much for your time.
Best regards,
Casino.Guru
