MrPunter Casino - Player’s verification has been delayed for over a month.

Complaint Resolution Center Team Lead

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2 months ago

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.

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Complaint Resolution Center Team Lead

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2 months ago

Dear kavaloa,

Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.

Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account, but it definitely shouldn't take weeks.

To help us investigate and expedite the process, could you please provide the following details:

Could you please advise which documents you have already submitted?
Has the casino indicated any issues with approving any specific documents?

We hope to resolve this matter quickly. Thank you in advance for your reply and cooperation.

Best regards,

Kristina

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kavaloa

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Germany

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2 months ago

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Translation

Dear Kristina,

Here are the answers to your questions.

1) Could you please tell us which documents you have already submitted?

Answer: On December 9, 2025, I submitted the following verification documents to "MrPunter".

passport
Registration certificate
Selfie with passport and "MrPunter" website in the background.
Account details for the e-wallet "mifinity" (address, name, account number, email)
Mifinity account statement from 01.11.25 to 08.12.25

On December 27, 2025, I immediately sent further requested documents to "MrPunter":

Selfie with passport and "MrPunter's" website in the background. (for the second time)
Bank statement for the "N26" account with which I topped up the "mifinity" e-wallet.

(from 24.10.2025- 24.11.2025)

(I had already requested a bank statement showing how I had topped up the e-wallet with the first set of documents, so I sent it a second time as well.)

I will send you these documents immediately by email to: kristina.s@casino.guru

2) Has the casino reported any problems with the approval of certain documents?

Answer: NO

Thank you very much for your efforts.

Kavaloa

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Complaint Resolution Center Team Lead

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2 months ago

Thank you very much for your reply, kavaloa. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? It seems that so far, I have only received documents regarding one other complaint you submitted. I understand this may take time, so I appreciate your assistance.

Edited by a Casino Guru admin

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kavaloa

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Germany

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2 months ago

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Translation

Hello Kristina,

I have just forwarded the correspondence with the casino "Mr Punter" to your email address.

6 emails sent to you. (forwarded)

Warm regards

Kavaloa

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kavaloa

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Germany

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1 month ago

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Translation

Hello Kristina,

I hereby inform you that the casino "MrPunter" has requested another document today, January 21st.

For the second time, the same document.

An N26 bank statement with which I topped up my mifinity account (from October 24th to November 24th, 2025)

I immediately uploaded this to "MrPunter".

I will now send you these documents by email.

Thank you so much for your help.

Kavaloa

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kavaloa

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Germany

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1 month ago

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for info

Hello Kristina,

I had problems logging in to "Casinoguru" today. When I tried to access your site, it said the problem was on your end.

Furthermore, I just saw in my email inbox that the email I sent did not reach you.

I just sent it again, and it still wasn't delivered.

It seems you're having a server problem?

I'll try forwarding the email to you again tomorrow morning; perhaps the problem will be resolved then.

LG

Kavaloa

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Complaint Resolution Center Team Lead

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1 month ago

Dear kavaloa,

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, Jana (jana.k@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,

Kristina

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Casino Analyst & Complaint Specialist

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1 month ago

Dear Kavaloa,

My name is Jana, and I will be your point of contact in resolving your complaint. I sincerely apologize for the inconvenience caused by the delay in processing your withdrawal. I will reach out to the casino and do my utmost to address this issue promptly.

I would like to invite a representative from MrPunter Casino to join this discussion to facilitate the resolution of your complaint.

Dear Casino, could you please provide an explanation for the delay in processing the player's withdrawal?

Thank you in advance for your cooperation and for providing the necessary information.

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Casino representative

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1 month ago

Dear all,

We truly appreciate your help.

We would like to inform you that we are working on the request with the highest priority.

Best regards,

MrPunter Team

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kavaloa

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Germany

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1 month ago

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Dear Jana, January 29, 2026

Dear MrPunter Casino,

Today, January 29th, the same document was requested for verification on Mr Punter's website for the third time.

Required document: My bank statement, "N26", showing the balance I used to top up my Mifinity account from October 24th to November 24th, 2025.

I have now uploaded this to "MrPunter" for the third time.

This bank statement is already included in your documents, "Jana".

That's why we're here.

The same documents have been requested repeatedly for the past two months.

I now have this bank statement, updated today with the date of January 29th.

Uploaded for the period from 24.10.- 24.11.2025.

I request verification.

Dear Mr Punter Team, why do you keep requesting the same document (bank statement)?

Best regards

Kavaloa

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Casino representative

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1 month ago

Dear all,

We appreciate your patience.

Please be informed that the documents you provided have been forwarded to the relevant department for review. We will notify you immediately once the verification is complete.

Thank you for the cooperation.

Best regards,

MrPunter Team

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kavaloa

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Germany

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1 month ago

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Dear Jana, February 2nd, 2026

Dear MrPunter Team,

Today, "MrPunter" is once again requesting on your website that I upload a document.

-Again?-

The strange thing is, it doesn't say which document.

I'm uploading the screenshot here.

Or is this just a mistake?

I request verification.

Kind regards

Kavaloa file

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Casino representative

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1 month ago

Dear all,

We truly appreciate your patience in this matter.

kavaloa, please provide the transaction history for the payment method used to fund your MiFinity account, covering the month of November.

The document should be an official, original PDF file downloaded directly from your bank or payment provider and clearly show all transactions for the requested period.

Thank you for the cooperation.

Best regards,

MrPunter Team

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Casino Analyst & Complaint Specialist

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1 month ago

Dear Kavaloa,

I hope this message finds you well. I would like to bring to your attention the message from the casino mentioned above. Could you please provide the requested documents at your earliest convenience? Doing so will help facilitate the verification of your account and allow for the timely release of your funds.

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kavaloa

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Germany

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1 month ago

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Dear Jana, February 4, 2026

Dear MrPunter Team,

I just uploaded the required document (with which I topped up my mifinity account for November) to the system at "MrPunter".

I cannot understand at all why "MrPunter" is requesting a bank statement for the period from October 24th to November 24th (i.e., almost the entire month of November) multiple times.

And now the whole of November.

- that could have been requested right away-

Dear Jana,

I'm now sending you this November bank statement by email as well.

Also the bank statement for October 24th - November 24th (although you already have that one).

Warm regards

Kavaloa

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Casino Analyst & Complaint Specialist

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1 month ago

Dear Mr. Punter Casino Representative,

I hope this message finds you well. I would greatly appreciate it if you could confirm whether you have received the necessary documents from the player to fully verify his account.

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Casino representative

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1 month ago

Dear all,

We truly appreciate your patience.

We would like to confirm that we received the document provided by the player, and it was forwarded to the relevant department.

Thank you for the cooperation.

Best regards,

MrPunter Team

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kavaloa

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Germany

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1 month ago

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Translation

Hello Casino MrPunter, February 13, 2026

Hi Jana,

Today, MrPunter again requested a file from me on their website.

Once again, it is unclear which document!!

It just says that I should upload a document.

I request clarification.

Thank you very much

Kavaloa

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kavaloa

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Germany

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4 weeks ago

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Translation

Hello Casino "Mr Punter" February 16, 2026

Hi Jana,

Since I received no reply from "MrPunter" to my message here on February 13th, I contacted "MrPunter" again today via the online portal at "MrPunter" in the casino.

Even there, they couldn't tell me which document was required, although it said I should upload a document.

I can't do more than answer your questions.

If you're going to make a demand, please also state what it is.

Weeks pass.

Have a good day and I hope that this time it's just a mistake and the verification is complete.

Best regards

Kavaloa

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Casino Analyst & Complaint Specialist

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3 weeks ago

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.

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kavaloa

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Germany

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2 weeks ago

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Translation

Hello Jana, February 25, 2026

It seems the account is now verified.

I wanted to make a withdrawal, but unfortunately the withdrawal option via "Mifinity" is no longer offered.

I will now create a new account in the next few days to request a payout.

Warm regards

kavaloa

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Casino representative

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2 weeks ago

Dear all,

We truly appreciate your patience.

kavaloa, we would like to inform you that your account has been verified.

Please try to make new withdrawal request.

Best regards,

MrPunter team

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Casino Analyst & Complaint Specialist

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1 week ago

Dear kavaloa,

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.

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kavaloa

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Germany

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4 days ago

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Hi Jana,

So far, 2,000 euros have been paid out.

1500 euros have been requested, but unfortunately have not been paid out for several days.

Maybe today.

The total outstanding payments are still 3,000 euros.

Please leave the chat open here until everything is finished.

I will get in touch immediately.

Thank you very much

Kavaloa

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