MrPunter Casino - Player’s winnings haven’t been received yet.

I am writing to formally lodge a complaint against MrPunter Casino regarding two pending withdrawal requests:

€500 on 26/05/2025

€500 on 27/05/2025

Both requested via Bank Transfer.

Despite allowing a reasonable time for processing, I have not received either payment as of today. Furthermore, MrPunter has not requested any verification documents from me, meaning there is no excuse for delays based on KYC processing.

I reached out to customer support via email, and I did not receive a response, the live chat support has continuously misled me, providing conflicting or dishonest updates.

This situation is unacceptable and appears to violate fair gaming and responsible withdrawal policies.

Requested Resolution:

I request the immediate release of both withdrawals totaling €1,000 to my bank account. If there is a legitimate reason for the delay, I request full transparency and prompt communication.

Dear Vasilis97p,

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.

Dear Vasilis97p,

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.

Dear Vasilis97p,

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,
Dominika
Casino.Guru