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

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Dear Varvaraimd20,

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

Dear Varvaraimd20,

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.

Update: The casino paid the first €2000. However, I still have exactly €7,000 remaining. Please keep this open.

Hello,

I would like to update my complaint with the new data.

While waiting for my pending withdrawals, I continued playing with my remaining balance and after a very lucky streak, my total balance has now increased to €22,100 (plus €1,500 currently in the queue).

I have already received €2,500 in previous days. However, I want to note that the casino has NOT requested any verification documents (KYC) from me yet, and my account tab states it is automatically verified, even though I haven't uploaded my ID or proof of address.

I want to officially record my new total balance of €23,600 in this complaint to ensure that when the casino inevitably asks for my documents due to the large amount, the verification and withdrawal process will proceed smoothly under your supervision.

I am attaching the screenshot of my current balance. Thank you."

Dear Varvaraimd20, thank you for your response. 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?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@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.

Karla

Αγαπητή Κάρλα, σε ευχαριστώ για την ανταπόκριση. Ορίστε οι σωστές απαντήσεις μου:

Ναι, έχω λάβει κάποιες επιτυχημένες αναλήψεις στο παρελθόν. Συγκεκριμένα, έλαβα ένα ποσό αυτή την Τετάρτη, καθώς και κάποια άλλα ποσά τις προηγούμενες ημέρες. Ωστόσο, η συγκεκριμένη ανάληψη των 500€ εκκρεμεί κολλημένη από τις 19 Ιουνίου.

Ναι, επιβεβαιώνω ότι ο λογαριασμός μου είναι 100% πλήρως ταυτοποιημένος (KYC).

Συγκέντρωσα τα κέρδη μου αποκλειστικά με δικά μου πραγματικά χρήματα, ΧΩΡΙΣ κανένα απολύτως ενεργό μπόνους.

Έπαιζα καθαρά παιχνίδια καζίνο (συγκεκριμένα το φρουτάκι 'Legacy of Dead').

Σήμερα το καζίνο με ενημέρωσε στο Live Chat και με email ότι η συγκεκριμένη ανάληψη που καθυστερεί 7 ημέρες βρίσκεται πλέον στο τελικό στάδιο οριστικοποίησης ('being finalized') και έχει μπει σε προτεραιότητα. Επισυνάπτω τα σχετικά στιγμιότυπα οθόνης."

Dear Karla,

I would like to provide a critical update on my case. Today, Monday, June 29th, marks 10 full days of delay for my €500 withdrawal.

I contacted Live Support again today to ask why the "priority processing" promised to me on Friday has not been honored. The agent I spoke with, Sienna, refused to give me a concrete timeline and instead directed me to file an official internal complaint via email, shifting the goalposts once again.

As instructed, I have just sent an official complaint email to support@mrpunter.com with the subject line "COMPLAINT: Excessive withdrawal delay for 10 days - Request ID: 52394034".

It is clear to me that the casino is using stalling tactics, sending conflicting automated messages through different agents (Rio, Caroline, Juliette, and now Sienna) just to delay the payment. My account remains 100% verified, and no bonuses were used.

I am attaching the screenshot from my conversation with Sienna today, showing that they are now pushing me into their internal complaint procedures just to buy more time. Thank you for your continued assistance in pushing them for my release of funds.

This is the automated response I just received from the casino, claiming a 3-5 business days rule, even though my withdrawal has been pending since June 19th

Dear Varvaraimd20,

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, Munya,( munya.s@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,

Karla Mayfly

Hi Karla, just an update: I spoke with Live Chat and they asked me to send my original, 4-page Cosmote PDF directly to their email (support@MrPunter.com) for a manual review. I have just emailed it to them. Please help me push them to check it manually as soon as possible, since the document is 100% official and authentic, but written in Greek characters (ΕΓΝΑΤΙΑΣ 118).

Furthermore, I find it unacceptable that Mr Punter has already processed and completed previous withdrawals for me in the past without ever requesting verification, yet now that this specific withdrawal has been delayed for 9 days, they suddenly demand it. They are rejecting 100% correct and authentic documents, and it honestly feels like they are doing this deliberately and in bad faith just to delay my payout even further. Please intervene to resolve this immediately.

Dear Varvaraimd20,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from MrPunter Casino to join this conversation and assist in addressing the complaint.

Dear MrPunter Casino,

Could you please provide your comments regarding this matter?

Thank you in advance for your cooperation and for sharing any relevant information.

Dear Munya,

Thank you so much for intervening and inviting the casino representative. To help you understand the full scope of the exhausting stalling tactics I have faced, here is the detailed timeline of events:

Partial Payouts of the Same Winnings: I want to emphasize a very critical point: the funds I am trying to withdraw now are part of the exact same big win. The casino has already successfully processed and paid out previous smaller withdrawal installments from this specific balance without any issues or verification blocks.

The Current Payout Delay: I requested the remaining balance of my winnings way back on June 19th. For many days, the casino did absolutely nothing and kept my remaining funds on hold.

The Sudden KYC Demand: Only on June 30th, after many days of intentional delaying, they suddenly blocked the remaining payout and demanded account verification (KYC), clearly using it as a pretext to stall my remaining money.

The Automated Rejections: I was put through an automated verification system that repeatedly rejected my official documents without providing any valid or specific reasons.

The Manual Email Submission: To resolve this, I bypassed the broken automated system and sent my official proof of address (a certified Cosmote PDF statement) directly via email to their support.

The Email Response (Calypso): I received an email from Calypso stating that my case was transferred to the "relevant department".

The Live Chat Contradictions (Vale): Today, July 1st, I contacted Live Chat. The agent, Vale, initially explicitly stated: "Everything seems to be in order on your part, so there's no need to worry" suggesting the email verification was cleared.

The Sudden Turnaround: However, when I strictly asked for a "Yes or No" confirmation on whether my KYC was officially complete, the agent completely contradicted herself. She backed down and claimed they are still waiting for the team to finish the verification process

The Stalling Scripts: When I pointed out this blatant contradiction, she shifted into defensive, automated copy-paste scripts about "payment provider checks" and emotional padding , before finally stating that "everything is going to that direction"

It makes absolutely no sense for the casino to pay out the first parts of my winnings without any issues, and then suddenly freeze the remaining balance of the same win since June 19th under the excuse of a sudden verification. This is a clear stalling tactic.

I kindly ask for your assistance in forcing the casino to officially approve my KYC and release my remaining funds immediately. I am attaching all the relevant chat screenshots

Thank you for your incredible support.

Dear Munya,

Please look at this incredible admission from the live chat agent Athina 

After I pointed out their lies, she literally sent me a message admitting that they are currently reviewing my transaction history "to clear up the conflicting information".

This is a direct confession that their department and yesterday's email from Zina are completely out of sync and sending contradictory statements to the player. They officially acknowledge that they have provided conflicting information while my funds remain frozen since June 19th.

The casino is tangled up in its own deception. I am providing this screenshot as definitive proof for my case.

Thank you,

Varvara

Dear Munya,

Please look closely at the timestamps on these screenshots, which show the ultimate proof of how this casino is intentionally misleading me.

At 09:30 AM , the live chat agent Lisa told me in writing that she "cannot see any request for verification of your account at this time."

Exactly 7 minutes later, at 09:37 AM ⁠), after I confronted her about their constant contradictions and demanded a supervisor, she completely changed her story and wrote: "Everything is in order following the check I performed, your account has been verified."

This is a shocking level of manipulation. They lied to my face that they couldn't see my documents, and the moment they felt cornered, they suddenly discovered that my account is fully verified. My account is 100% verified, yet my €16,500 remains withheld. Please step in to resolve this.

Varvaraimd20

Thank you for providing further clarifications. I truly appreciate the additional evidence you have shared. I am genuinely sorry for the challenges you are facing with the casino. Please rest assured that I will do my utmost to resolve this matter on your behalf. In the meantime, I will continue to await the casino's response and their input on this situation. Should you have any additional information that could assist in resolving this complaint, please feel free to share it with me.