The player from North Rhine-Westphalia had not received a payout of €2,000 for nearly three weeks, despite repeated assurances from the casino's support chat that the finance department was aware of the case. He found the responses unhelpful and considered the situation suspicious. The Complaints Team intervened by contacting the casino, which subsequently apologized for the delay and confirmed that the payment would be processed urgently. The player later confirmed that his winnings had been paid out, leading to the complaint being marked as resolved.
MrPunter Casino - Player's winnings are delayed.
Resolved
Our verdict
Case closed
Amount: €2,000
MrPunter Casino
Safety Index:HighCase summary
Discussion
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9 months ago
Translation
The casino has not paid out my winnings of €2,000 for almost three weeks. The chat keeps replying with templates and keeps saying that the casino will "pay soon" and "the finance department will be made aware of the case". I have heard this from the support chat five times in the last three weeks. Five times it has been useless. See the attached chat logs - only scammers act like this! Urgently ask for help!!
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9 months ago
Hello MaxbetHunter,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with MrPunter Casino. Please allow me to ask you a few more question before we would move forward.
- Could you please advise if your account is already verified and if yes, since when exactly?
- Did you accumulate your winnings with real money or did you use a bonus?
- When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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9 months ago
Translation
Hello Nick,
According to the casino, the account does not need to be verified, see attached screenshot. I am verified at other casinos of the provider, and typically they do not require re-verification in each of their casinos for people who are already verified.
The winnings were made with real money, without a bonus.
My last chat with the casino was yesterday, see the attached screenshots. It was about my payouts that have been pending for 3 weeks. It is clear that the chat support cannot say if and when the payouts will be made and has no idea how to help in any way. The only idea the chat support has is to pass on the information about my severely delayed payouts to the finance department. This has happened five times in the last 3 weeks. And five times it has been to no avail.
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9 months ago
Another Screenshot from yesterdays chat:
An a proof about the pending withdrawals that are pending without any change for 3 weeks now:
Perhaps you could waive the typical two-week waiting period that Casinoguru enforces once a complaint has been opened. The casino has already proven over the past three weeks that it is neither able nor willing to process the payouts. I kindly request immediate assistance.
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9 months ago
In addition to this complaint against Mr Punter casino, I also wrote a complaint e-mail to the email support and complaint support from Mr. Punter casino stating the problem and their misbehaviour clearly.
The casino support system sent back an automatic confirmation e-mail, stating that the casino received my complaint email mail and that a ticket has been opend + that a support employee will deal with the matter.
Of course - as fraud casinos like Mr. Punter always do it - the email remained unanswered.
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9 months ago
Thank you MaxbetHunter for all the information provided. I will now forward your complaint to my colleague Mirka ([email protected]) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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9 months ago
Dear MaxbetHunter,
My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite MrPunter Casino representative to join this conversation.
Dear MrPunter Casino,
Could you please provide clarification regarding this case?
Thank you in advance,
Mirka
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8 months ago
Dear MaxbetHunter,
We would like to kindly apologize for the delay.
We would like to inform you that your payment will be completed as a matter of urgency.
Kind Regards,
MrPunter Casino Team
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8 months ago
Dear MaxbetHunter,
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,
Mirka Dubasova
Casino.Guru
