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

Hello,

My name is F**** K**********, and I have an active account at MrPunter Casino (mrpunter-4499.com).

I made my first withdrawal request of €500 on September 29th, and it has now been over 10 days without any progress. The status is still showing as Pending. I have contacted customer support multiple times, and each time I only receive generic answers such as "Your case is being reviewed by the relevant department" or "We cannot confirm a specific date."

I currently have €1,500 in pending withdrawals and around €10,000 still in my account balance, but I am afraid to continue playing or depositing because I have completely lost trust in the process.

I have already completed full KYC verification, and I have screenshots of my account balance, the pending withdrawals, and the chat history with support (attached if needed).

Please assist me in resolving this matter and help ensure that the casino processes my withdrawals as soon as possible.

Thank you for your time and support.

Kind regards,

F**** K**********

Dear Fotisklad,

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

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.

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

• Have you made any successful withdrawals before?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the canceled withdrawal? Send emails or chat transcripts to my email at attila.g@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.

•Yes I have made a successful one before but with a lower amount of money

•It was from a bonus that I received but I made sure that I wagered the money down to the required amount

•I play casino games

•There was not any cancelled withdrawal but I have 3 withdrawals that after 15 days are in the state of pending for review

underneath you will find the chat transcript from casino support the day that I contact with them

Dear Fotisklad,

Thank you very much for the information you’ve provided so far.

To get a clearer picture of your case, could you please let me know:

• How many successful withdrawals you’ve had in the past and approximately what amounts those withdrawals were?
• Whether you have submitted any new withdrawal requests since filing this complaint, and if so, for what amounts?
• What is the sum you are currently trying to withdraw in total?

Your answers will help us move forward more efficiently and ensure we have all the relevant details to assist you properly.

Thank you in advance for your cooperation.

Dear Fotisklad,

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,
Attila
Casino.Guru