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

I requested a withdrawal on of £500 on the 12th of July and another on the 14th July and a 3rd on 18th July and I’m still waiting I’ve been in touch with their web chat team on numerous occasions and keep getting told that there is a delay because of too many withdrawals and it is getting dealt with. They also keep saying they will escalate it and I’m still waiting their own site says 3 working days and it’s been 10 working day for the first withdrawal, 9 for the second and 6 for the 3rd. Literally get told the same thing over and over again. I have screenshots off all the chats I’ve had and it’s still not happened. With it being the weekend, it’s going to be Monday at the earliest but by the way they are dealing I am fairly certain I’ll be getting in touch again on Tuesday with is still not being paid.

Dear player,

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 the 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.

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear player,

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.

I still haven’t received my withdrawal and would love for you guys to chase it for me.

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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

I have made successful withdrawals before on more than 1 occasion which were all paid out within 5 working days and KYC is not needed on this site. Also it was real money and no bonus funds I used.

Sorry I’ve done 4 different chats with them and they don’t send transcripts. I have waited patiently over the time and started to get frustrated with getting told the same thing over and over again. We are onto day 16 and still nothing and day 14 for the second withdrawal.

Dear Player,

We have sent you an email to help process this as soon as possible.

Please request the withdrawal and reply to the email we sent you so we can proceed accordingly.

Kind regards,

MrPunter

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear player,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Dominika