MrPunter Casino - Player’s account is closed with pending withdrawals.

Hello,

I would like to file a complaint regarding my experience with MrPunter and the ongoing issue with my withdrawals and account verification.

I currently have approximately CAD 4,000 that I am unable to withdraw from my account.

The problem started with extremely long withdrawal processing times and a withdrawal limit of CAD 750 per transaction, which forced me to submit several withdrawal requests.

Here is the timeline of events:

• August 24, 2025: First withdrawal request submitted
• September 20, 2025: First withdrawal finally paid after almost one month
• September 20, 2025: Second withdrawal request submitted
• October 7, 2025: Second withdrawal paid after multiple reminders
• October 8, 2025: Third withdrawal request submitted

After that point, my withdrawal was never processed.

A few days later, my account was suddenly placed under investigation, and I lost access to it.

The casino then requested additional verification documents. I fully cooperated and provided all requested documents, including:

• A valid government-issued ID
• A proof of address (recent bank statement)

However:

• I cannot access my account anymore, so I am unable to upload documents through their verification page as requested
• I therefore sent the requested documents directly by email
• Since then, I have not received any response for several weeks

In addition, I have received multiple emails stating that my withdrawal requests were cancelled, without any clear explanation.

The casino also informed me that my winnings were cancelled while my account is still under verification, which I find extremely concerning.

At this point:

• My account access remains blocked
• My withdrawals have been cancelled
• My funds remain withheld
• The casino has stopped responding to my emails

I have attached all relevant evidence, including:

• Email conversations with the casino
• The emails confirming the cancellation of my withdrawals

I am simply asking for:

• Completion of my account verification
• Restoration of access to my account
• The release of my remaining balance

Thank you in advance for your help in resolving this matter.

Kind regards,

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with MrPunter Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello,

Thank you for your response and for looking into this matter.

Please find the requested information below:

How long were you a player at the casino?

I opened my account with MrPunter in August 2025, more than two months before the issue started.

When exactly was your account blocked?

I discovered that my account was blocked on October 30, 2025.

How did you learn about your account being blocked?

On October 30, 2025, I tried to log in to my account and realized that I could no longer access it. I immediately contacted the casino by email to ask for an explanation.

What games did you play to accumulate your current balance?

I accumulated my balance by playing casino games and placing sports bets on the platform.

Did you achieve your current balance with the help of a bonus?

No, no bonus was used to obtain my balance. All winnings were obtained through regular gameplay.

After my account was restricted, the casino requested verification documents. I fully cooperated and provided the requested documents, including a valid government-issued ID and a proof of address.

However, since then my account has remained inaccessible, several withdrawal requests were cancelled, and I have not received any meaningful update from the casino for several weeks despite multiple emails.

I am simply requesting that the casino complete the verification process, restore access to my account, and allow me to withdraw my remaining balance.

Thank you again for your assistance.

Kind regards,

Dear flodel06,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Peter (peter.c@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello there,

Thank you flodel06 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask MrPunter Casino for their help in resolving this complaint. We would like to know why the player's account was blocked and what we can do to help the player receive their winnings.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear flodel06,

Thank you for your time and patience.

We kindly suggest you to upload or attach the necessary documents to complete the verification of your account, enabling us to proceed with your request accordingly.

 

We respectfully recommend that you upload or attach the documents either through the verification tab in your profile or attach and reply to the email sent to you recently.

 

Required document: 

 

• We kindly suggest you to provide us with a Work permit document or a Visa, as we require a Canada issued document to proceed further with the verification. 

 

Additionally, please ensure that all the information is clearly visible, and the document has not been edited or modified. Kindly upload / attach the document in its original form. Thank you.

 

We look forward to receiving these details at your earliest convenience.

 

Kind regards, 

MrPunter Casino team.

Hello,

Thank you for your assistance.

Following the casino’s latest request, I have now fully complied and provided the additional document they required.

In addition to the documents already submitted (ID and proof of address), I have now sent a valid Canadian work permit to the casino via email.

At this point, I have provided all requested documents.

I would like to highlight that:

• the verification process has been ongoing for a long time
• my account remains inaccessible
• my withdrawal requests were cancelled
• and I was previously informed that my winnings were cancelled during the verification process

I am now waiting for the casino to:

• complete the verification
• restore access to my account
• and allow me to withdraw my remaining balance

I will keep you updated as soon as I receive their response.

Thank you again for your help.

Kind regards,

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear flodel06, I am in contact with the casino representative, I will keep you updated about any new developments. Thank you for your patience during this time!

Dear flodel06,

To facilitate the return of your balance amount of 3,765 CAD, please provide your bank details in the format requested in the email sent to you recently.

 

We look forward to receiving these details at your earliest convenience.

Kind regards,

MrPunter Casino team.

Hello,

Thank you for the update.

Following the casino’s request, I have provided my bank details by email 3 days ago in order to proceed with the return of my balance (3,765 CAD).

At this stage, I am now waiting for confirmation that:

• my bank details have been received
• the payment has been initiated
• and a timeline for the transfer

I hope the payment will now be processed without further delay, as this case has already been ongoing for several months.

I will keep you updated as soon as I receive a response.

Kind regards,

Florian

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear flodel06,

We are pleased to inform you that the refund amount of 3,765 CAD, has been successfully processed, and the funds were dispatched from our end on May 4, 2026.

We trust that this information will assist in clarifying the matter for you.  

Our team extends its best wishes for your future endeavors. 

Warm regards, 

MrPunter Casino team.

Thank you very much for the update MrPunter Casino representative.

Dear flodel06, We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Hello,

I can confirm that I have now received the bank transfer of 3,765 CAD from MrPunter.

However, before confirming that the complaint is fully resolved, I would kindly ask the casino to provide a complete breakdown of my account balance and transaction history.

As my account access was removed during the verification process, I no longer have access to my account history and therefore cannot independently verify whether the transferred amount fully corresponds to the remaining balance that was on my account before it became inaccessible.

Considering that:

- several withdrawals were cancelled during the process,

- my account remained inaccessible for months,

- and my winnings were initially stated as cancelled,

I believe it is reasonable to request clear confirmation and documentation showing how the final amount of 3,765 CAD was calculated.

Once this clarification is provided, I will be able to confirm whether the complaint has been fully resolved.

Thank you again for your assistance.

Kind regards,

Dear flodel06,

We can confirm that there are no active blocks on your account. Please be advised that prior to the completion of the verification process, only withdrawal functions are temporarily paused.

You should be able to access your account as usual. If you encounter any difficulties logging in, please provide a screenshot of the specific error message so that we may assist you further.

Before attempting to log in, we recommend clearing your browser's cache and cookies and ensuring that all other browser tabs are closed.

We are looking forward for your update.

Kind regards,

MrPunter Casino team.

Dear MrPunter Support Team,

Thank you for your response.

I have attempted to log in to my account again after clearing my browser cache and cookies, as suggested.

However, I am still unable to access my account. The message displayed is:

"Your account is under review"

I have attached a screenshot of the error message for your reference.

As long as my account remains inaccessible, I am unable to review my account history or independently verify that the transferred amount of 3,765 CAD corresponds to my full remaining balance.

I therefore kindly request:

1) Resolution of this access issue and restoration of full account access

or

2) A complete transaction history / balance breakdown showing how the final amount of 3,765 CAD was calculated

I look forward to your clarification.

Kind regards,

Dear flodel06,

Thank you for providing the screenshot of the error message.

We have forwarded these details to the relevant team for further investigation. We will provide you with an update as as possible.

Kind regards,

MrPunter Casino team.

Dear flodel06,

We are writing to inform you that, following an administrative decision, your account will remain blocked.

We would like to bring to your attention Section 3.9 of the General Terms and Conditions, which were acknowledged during the account creation process:

• 3.9 :- We reserve the right to deny opening of an account or close an existing account without prior notice or justification.

The confirmation we received from you, in this same thread on May 7, 2026, regarding the receipt of the pending balance of 3,765 CAD.

We have sent an evidence to Peter via email to confirm that this figure represented the total remaining balance and that the entire amount has now been returned.

We trust that this information will assist in clarifying the matter for you.  

Our team extends its best wishes for your future endeavors. 

Warm regards, 

MrPunter Casino team.

Dear flodel06,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Peter