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

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 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.

Dear Munya,

I am adding another vital piece of evidence that exposes the casino's complete bad faith and deceptive tactics.

Please look closely at the contradiction between these two emails:

In ⁠image_20.png⁠ (dated July 1st), an agent named Zina officially informs me: "your pending withdrawal request has now been successfully scheduled for processing."

In ⁠image_19.png⁠ (dated today, July 3rd), another agent named Deborah contradicts this completely, stating that my account is "currently in our queue for review" and that they need to "audit my submitted documents."

How can a withdrawal be "successfully scheduled for processing" on July 1st, and then two days later, the casino claims they are still waiting to audit my documents?

This is undeniable proof that they are inventing excuses on the spot and stalling in a completely fraudulent manner to avoid paying my €18,000. Their internal system communications are a complete sham. Please hold them accountable.

Dear Munya,

I am providing a comprehensive update regarding my case, along with critical timelines and undeniable evidence of the casino's systematic stalling and deceptive tactics. 1. The True Balance and Blocked Status

The casino is currently withholding a total of €18,000 of my funds. Specifically, €1,500 is stuck in three pending withdrawal requests (€500 each), which were submitted on June 19th, June 20th, and June 24th. The remaining €16,507.88 is active in my balance. However, the system completely blocks me from making further withdrawals, stating: "You have reached the maximum limit of pending withdrawal requests".

2. Extreme Verification Delays and a Predictable Stalling Loop

I submitted all my requested identification documents last Tuesday. It has now been 4 full days since my submission. Based on how this casino operates, their clear objective is to wait 5–6 days from my submission date, only to reject my documents under some poor or fabricated excuse. By doing this, they will force me to resubmit the same files, triggering another multi-day "review" period. This is a classic, deliberate stalling loop designed to stretch the verification process into weeks and avoid their financial obligations.

3. Gross Contradictions and Automated Deception

The casino's internal communication is a complete sham, and they are caught in a web of their own lies:

 On July 1st, an agent named Zina officially informed me via email that my pending withdrawal request was "successfully scheduled for processing".

 During live chat, agent Lisa explicitly confirmed that my account was already verified, and agent Eleftheria stated that the finance department was notified for immediate processing.

 Despite these official statements, I received identical, word-for-word automated email templates from agent Deborah (on July 3rd) and agent Pandora (on July 4th, replying to my VIP complaint). Both claim that my account is still "currently in our queue for review" and that they need to "audit my submitted documents".

How can a withdrawal be "successfully scheduled for processing" on July 1st, and yet their VIP and support lines send automatic copy-paste templates days later claiming they are still waiting to audit my files?

Even their VIP support line is a total illusion used to avoid processing my money. They are inventing excuses on the spot to delay my €18,000 payout. I kindly request that you intervene immediately and do not allow them to abuse the verification procedure as an excuse for continuous delays.

Kind regards,

Varvara

Dear Varvaraimd20,

Thank you for your patience.

We have forwarded the details to the relevant department, so that they look into this further. As soon as there is an update, you will be notified immediately.

We sincerely apologize for the inconvenience caused. Rest assured we are doing our absolute best to resolve the matter as soon as possible.

Best Regards,

MrPunter Casino Team.

Thank you, Munya, for your intervention. However, I must state that the casino's response is the exact same generic, "canned" reply I have been receiving for days now. They are doing absolutely nothing except buying more time.

My withdrawal request was made on June 19th (nearly 3 weeks ago), and all my verification documents were submitted and completed on July 1st. They have already confirmed in writing via live chat that my account is perfectly fine.

This is a deliberate, groundless delay using the same endless excuses. I hope the Casino Guru team sees through this tactic and pushes for an immediate completion of my payment.

Furthermore, I want to emphasize that they are completely ignoring all my official emails. They answer with generic lines in the chat but deliberately ignore my emails, clearly trying to mentally exhaust me so that I give up.

This will never happen. I will not stop until I receive the money that I have legally and fairly won.

I am truly counting on Casino Guru's immediate intervention to put an end to this mockery and help me get my €18,000 winnings. Thank you once again for your support.

To Munya:

Here is the final part of today's live chat. After I exposed their delay tactics and quoted their own terms (1-3 business days), the agent completely avoided answering my arguments and abruptly closed the chat session to get rid of me.

However, before shutting me out, she explicitly stated in writing that: "The withdrawal has already passed all verification stages and is now at the stage of the final bank order. No further action is required from the player."

They have officially admitted that my account and withdrawal are 100% cleared. There is absolutely no excuse left for them. Please note how they shut down communication when faced with facts.

To Munya:

Here is the final part of today's live chat. After I exposed their delay tactics and quoted their own terms (1-3 business days), the agent completely avoided answering my arguments and abruptly closed the chat session to get rid of me.

However, before shutting me out, she explicitly stated in writing that: "The withdrawal has already passed all verification stages and is now at the stage of the final bank order. No further action is required from the player."

They have officially admitted that my account and withdrawal are 100% cleared. There is absolutely no excuse left for them. Please note how they shut down communication when faced with facts.

Varvaraimd20

Thank you for your consistent updates. Now that the casino has indicated that the withdrawals are at an advanced stage, I will wait for your confirmation once you receive the funds. Please keep me informed.

To Munya:

Thank you, Munya. However, the casino is misleading you. Just minutes ago in the live chat, after I pressured them about violating their 1-3 business days term, the agent explicitly stated in writing that my withdrawal "has already passed all verification stages and is now at the stage of the final bank order." Right after making this official admission, they abruptly kicked me out and closed the chat session to stop answering my questions.

I am attaching the screenshots showing their text and the fact that they shut down the communication. Since they claim it is at the "final bank order" stage, the money should be sent immediately. I will keep you updated if anything actually hits my account, but please look at how they treat players who demand their rights.

Therefore, I kindly request that you do not just leave this open without a strict deadline. Since they have officially stated that the verification is complete and it is already under "final bank order", they should not be allowed to mock us and delay this any further. Please set a firm, final deadline of 48 hours for them to complete the transfer, so we can finally resolve this matter.

To Munya:

Look at the screenshots from my casino profile right now. The withdrawals from June 19th, June 20th, and June 24th are STILL stuck on Step 2 ("Under review"). They haven't even been approved yet!

This proves 100% that what the live chat agent told me—that the money is under a "final bank order" and verification is complete—is a massive lie just to stall the process. They are deceiving both of us. Since it has been nearly 3 weeks and the system shows they haven't even approved the requests, please force them to give an explanation and set a strict deadline.

Furthermore, as you can see in this screenshot, my profile still shows a verification alert/notification, even though I submitted all my documents on July 1st and the live chat agents have repeatedly confirmed that my account is fully verified. This is a complete mess and a clear strategy to keep the status of my account and withdrawals in limbo so they can avoid paying me. Please demand that they clear this up immediately.

I highly suspect that their next move in a few days will be to claim that my documents are suddenly "not approved" or "blurry," forcing me to resubmit them for absolutely no valid reason, just to buy another week or two. This is a well-known delay tactic, and since the agent today already stated that verification is complete, they should not be allowed to use this excuse later.

Dear Munya,

I am updating my complaint because it is now crystal clear that the casino is mocking both of us. Their public response to you yesterday was just a shameless show to stop their countdown timer and protect their rating. Behind the scenes, absolutely nothing has changed on my account, and they continue to lie and stall. Today, July 8th, my withdrawal from June 19th is still completely stuck on Step 2 ("Under review"), and the verification section is still asking me to upload documents.

Out of sheer frustration, I entered the live chat today to ask for explanations, and the experience was shocking. I am providing all the screenshots from today's session to prove their absolute bad faith, contradictions, and psychological manipulation:

1. Logical Impossibility (No Verification): The casino keeps claiming in the chat that my withdrawal has been approved and moved to the next processing stage. However, as you can see in my profile screenshots, my KYC verification section is still completely open and explicitly asking for documents! No casino processes a payout without completing verification first. They are clearly fabricating approval stories just to stall time.

2. Admission of a Broken System: When I cornered agent Giannis and asked why my profile tracking still shows Step 2 ("Under Review"), he literally admitted in writing: "I know that from your side the system does not update, but it gets stuck on the first two phases..." This is a shocking confession that their interface displays false, stalled data to the players.

3. The "Privacy" Excuse: When I demanded a specific execution date for my €18,000, the agent claimed he couldn't provide it due to "customer privacy" reasons! They are using privacy as an excuse to deny giving me information about MY OWN funds.

4. Refusal to Escalate & Chat Termination: When I strictly rejected their generic support emails (which they never reply to anyway) and demanded to speak with a VIP supervisor or a manager, agent Giannis completely ignored me. He abruptly terminated the chat and kicked me out, using a pre-written script about "respecting the time of other players."

They are playing a psychological game, trying to drive me to despair so I will click "Cancel" and lose my money. They are disrespecting your authority as a mediator just as much as they are disrespecting me as a player.

Please look at the attached screenshots from today. They cannot justify holding my €18,000 since June 19th. I ask you to intervene immediately and force them to release my money.

Thank you,

Varvara

Dear Varvaraimd20,

To proceed with the account verification process, our team requires an additional document from the player.

Kindly request that the player provide a clear, high-quality photo of the back side of the payment card ending in *4608.

For security purposes, please advise the player that they must cover the 3-digit CVV/CVC code on the back before uploading the image. The signature strip and all four corners of the card must remain fully visible.

Once this document is provided, we will immediately resume the verification review.

Best regards,

MrPunter Casino Team.

Dear Munya,

I am providing the requested verification document for my payment card immediately. Please note that my Alpha Bank card is a new generation card, meaning all details (including the CVV code) are located on the front face, while the back only shows the magnetic strip and layout.

As you can see, the screenshot photos I am attaching here are completely crystal clear and show all four corners of the card. I am sending them directly here to you so that the casino cannot use any artificial excuses or false claims about "blurry images" to delay my €18,000 withdrawal any further.

I have attached the photo of the front face of my card ending in *4608, with the CVV securely covered.

I have attached the photo of the back face of the card.

Now that the exact card they requested is fully provided and clearly visible, there is absolutely no excuse left. Please review these files and force them to complete my withdrawal.

MrPunter Casino

May you kindly complete the pending verification since the player has submitted what you requested. I will kindly remind that faster payments reflect well on your brand.

Varvaraimd20

Just to be certain, have you shared the card directly with the casino?

Dear Munya,

Yes, I can confirm that I have uploaded these exact screenshots directly to my casino profile.

The status on my verification page is currently showing as "Under Review". Now it is entirely up to their team to manually review and approve it.

I kindly and strongly request that you do not allow them to intentionally delay my funds any further. Please set a strict deadline for them to complete this entire process.

Thank you so much for your quick intervention and support!

Dear Munya,

I have successfully uploaded the requested screenshots of my payment card directly to my casino profile, and the status is currently showing as "Under Review".

I need to strongly emphasize that it took the casino 8 whole days (since my original submission on July 1st) just to respond and make me re-upload these documents. To make matters worse, I just spoke with their live chat support, and their agent "Hro" informed me that they now demand another 3 business days to review these new files!

This is a completely systematic and intentional loop of endless delays. When I called them out for resetting the 3-day window, they tried to dismiss me by claiming it was marked as "priority," and then immediately told me to send yet another email to their support address—even though I explicitly told them I have already sent dozens of emails that they completely ignore. They are simply using generic automated scripts to stall for time.

My Alpha Bank card is a new generation card, meaning all details (including the CVV code) are on the front face, while the back is layout-only. I am attaching both crystal-clear card screenshots here for you, along with the full chat logs proving their behavior.

I kindly and strongly request that you do not allow them to abuse the process or use this 3-day window to mock me and delay my €18,000 withdrawal any further. Please step in immediately and set a strict deadline for them to complete this verification and release my funds. I will no longer engage with their support as it is a complete waste of time.

Thank you for your essential support.

Dear Varvaraimd20,

Thank you for your patience.

We have forwarded the details to the relevant department, so that they look into this further. As soon as there is an update, you will be notified immediately.

We sincerely apologize for the inconvenience caused. Rest assured we are doing our absolute best to resolve the matter as soon as possible.

Best Regards,

MrPunter Casino Team.

Dear Munya,

I am replying to address the casino's public response. I have been hearing these exact same generic promises and fake "apologies" for over a month now, with absolutely no result. It is just a copy-paste script they use to stall for time and appear cooperative in front of you.

Ever since I re-uploaded the crystal-clear screenshots they requested yesterday, there has been absolutely no progress or update on their end. They are simply resetting their internal 3-day clocks to drag this out indefinitely.

I kindly and strongly request that you do not let them abuse your platform with these empty words. Please intervene immediately and set a strict, official deadline for them to finish this verification and release my €18,000 withdrawal. This mockery needs to end now.

Thank you for your support.

MrPunter Casino

Thank you for your efforts. A timely update from your side will be greatly appreciated. I am looking forward to a positive resolution of the matter soon.

Varvaraimd20

Your concerns are well understood, because they are justified. It is my hope that the casino will expedite the verification process and have this matter resolved. Thank you for your patience.

Dear Varvaraimd20,

Thank you for your ongoing assistance with the verification process.

Our team has reviewed the submitted files, but we are unable to accept mobile phone bills as a valid verification of residency.

Kindly provide an alternative Proof of Address. Acceptable documents include:

1. A bank or credit card statement
2. A traditional utility bill (electricity, water, gas, or landline internet/TV)
3. An official government or tax letter

The document must show your full name, current address, and the date of issue. It must be provided as an original digital PDF or a high-quality photo with all four corners visible.

Best regards,

MrPunter Casino Team.

Dear Munya,

As you can see, the casino did exactly what I predicted in my previous message. They waited for the timer to start, just to find a new excuse and reject my mobile bill to delay the process further.

To end their stalling tactics once and for all, I am providing a new alternative proof of address here (attached). It fully states my full name, current address, and a recent date, exactly as requested.

I have also uploaded this directly to my casino profile. Since I have now provided absolutely everything they could possibly ask for, I kindly request your assurance that they will not be given another extension. Please push them to finalize this today and release my €18,000.

Dear Munya,

I would like to provide an urgent update regarding my case and expose the blatant stalling tactics being used by MrPunter Casino.

The casino recently rejected my Proof of Address, publicly claiming on this thread that "they cannot accept mobile bills". This claim is completely false and a deliberate lie to reset the verification clock.

As you can see in the attached official document from COSMOTE (the leading telecom provider in Greece) which I submitted on July 1st:

1. It explicitly states in large bold letters: "Ο μηνιαίος λογαριασμός σας σταθερής" which translates directly to "Your monthly fixed/landline bill".

2. It clearly displays my subscription plan: "COSMOTE Double Play Advanced XL", which is a landline and home internet package, NOT a mobile plan.

3. It fully displays my full name (ΗΜΕΡΙΔΟΥ ΒΑΡΒΑΡΑ), my registered address (ΕΓΝΑΤΙΑ 118, ΘΕΣΣΑΛΟΝΙΚΗ), and a recent valid date.

The casino's financial and support team is deliberately misrepresenting my document to the mediator to avoid approving my €18,000 withdrawal. I have already re-uploaded this exact document along with a detailed complaint directly to their support.

Please review the attached screenshots of the bill which clearly prove that it is a landline/utility bill. I request your urgent intervention to stop these bad-faith tactics.

Thank you for your assistance.

Varvaraimd20

I sincerely apologize for the additional challenges you are experiencing with the verification process. Thank you for your efforts in providing multiple proofs of verification. I genuinely hope that these will be sufficient to resolve the issue.

MrPunter Casino

I want to hope and believe that the submissions by the player will be sufficient for the verification process. I look forward to your update.

Dear Munya,

Thank you for your response. To clarify, the casino has NOT approved my documents yet. They are still keeping my account verification pending, and it has been almost a full month since I requested withdrawal (on June 19th).

I am deeply concerned that they will continue to invent new excuses to delay my payment. I have already provided every single official document they asked for, and as I proved with my previous screenshots, they even lied about my landline bill being a mobile bill just to stall.

I am keeping this complaint active because I have zero trust in their support team. I will keep you updated the moment they change my verification status or if they reject my documents again.

Thank you for standing by me.

Dear Munya,

Thank you for your ongoing mediation and assistance with this player's account.

We are writing to inform you that our team is still unable to proceed with the verification process, as the player has not yet submitted the alternative Proof of Address document that was previously requested.

As a reminder, we cannot accept mobile phone bills. To resolve this matter, the player needs to provide a valid, original bank statement, traditional utility bill (electricity, water, gas, or landline internet), or government-issued document issued within the last 6 months.

We need an unedited, original document through their account portal so we can finalize their verification as a priority.

Best regards,

MrPunter Casino Team.

Dear Munya,

As you can see from my previous update on this thread 4 days ago, the casino's statement this morning is completely false and a blatant lie.

First of all, I repeat once again that the document I submitted on July 1st was NEVER a mobile phone bill. It was my official landline and internet bill from COSMOTE, and they are continuously lying about it just to reset the verification clock.

Furthermore, to completely end their excuses, I ALREADY uploaded a traditional utility bill (HERON - Electricity Bill) 4 days ago, which completely satisfies their requirements. Yet, this morning, they pasted the exact same automated response claiming I haven't sent an alternative document and talking about mobile phones again.

They are not even checking my submissions. They are deliberately lying to you and abusing the system's timers to delay my €18,000 payout. Please look at the screenshots of the HERON Electricity bill I provided 4 days ago and force them to stop this fraudulent behavior immediately.

Thank you.

Dear Munya,

Please look at the casino's response this morning compared to your official post 3 days ago. It is completely absurd and disrespectful to both of us.

3 days ago, you acknowledged that I provided multiple alternative proofs (including my HERON electricity bill) and you asked the casino to review them. Yet, this morning, the casino completely ignored your message and pasted the exact same automated lie, claiming that I "have not yet submitted an alternative document" and repeating their excuse about mobile phones.

They are completely ignoring the evidence uploaded on this thread and they are openly lying to you just to delay my €18,000 payout. They have run out of excuses and they are mocking this entire investigation.

Are you seriously going to allow them to disrespect your authority and mock both of us in this blatant way? Please intervene, reject their stalling tactics, and demand that they finalize my verification immediately based on the valid utility documents already provided.

Thank you.

Dear Munya,

Please look at the casino's response this morning compared to the actual facts and your official post 3 days ago. It is completely absurd and disrespectful to both of us.

3 days ago, you acknowledged that I provided multiple alternative proofs (including my HERON electricity bill) and you asked the casino to review them. Furthermore, I want to emphasize that 4 days ago (on July 9th), I also sent the official electricity bill directly to the casino's support email (⁠support@mrpunter.com⁠) in an unaltered PDF format. I have clear proof of this delivery.

Yet, this morning, the casino completely ignored your public message, ignored the PDF sent to their support, and pasted the exact same automated lie, claiming that I "have not yet submitted an alternative document" and repeating their excuse about mobile phones.

They are completely ignoring the evidence, they are pretending they didn't receive the PDF, and they are openly lying to you just to delay my €18,000 payout. They are mocking this entire investigation.

Are you seriously going to allow them to disrespect your authority and mock both of us in this blatant way? Please intervene, reject their stalling tactics, and demand that they finalize my verification immediately based on the valid PDF documents they have already received.

Thank you.

Dear Munya,

Please look at the casino's response this morning compared to the shocking proof I just obtained from their official Live Chat minutes ago.

While the casino publicly claimed here this morning that I "have not yet submitted an alternative document", I just confronted their Live Chat support. As you can see from my latest screenshots, the support agent "Athina" explicitly confirmed that their verification department HAS RECEIVED the email with my utility document (HERON PDF) and that they are reviewing it.

This is definitive proof that the casino is caught red-handed lying to you and to this forum. They have the PDF document in their hands, their support team admits it, yet they posted a false template response here this morning just to stall the system.

Are you seriously going to allow them to mock your authority and manipulate this investigation so blatantly? Please reject their fraudulent excuses and demand that they finalize my €18,000 withdrawal immediately.

Thank you.

Dear Munya,

To completely and permanently end the casino's ridiculous stalling tactics and false claims, I am uploading fresh, high-quality, physical photographs of my official traditional utility bill (HERON Electricity Bill).

As you can see clearly, the document is placed on a table, all four corners are visible, and my full name, address, and recent dates are 100% legible. There is absolutely no room for excuses about "screenshots" or "digital edits" anymore.

I repeat that their Live Chat agent "Athina" already confirmed today that they have received this exact document via email, even though they falsely claimed here this morning that I haven't sent anything. I have provided the PDF, I have provided the Live Chat proof, and now I am providing these physical photos.

They have everything they need to verify my account. Please force them to stop mocking this process and approve my €18,000 withdrawal immediately.

Thank you.

Dear Munya,

To leave absolutely zero room for the casino to use any more stalling tactics or claim they "haven't received the documents", I am uploading screenshots of the official email I just sent them today at 16:18.

As you can see, I have sent the high-quality physical photographs of my traditional HERON electricity bill directly to their Support, VIP, and Complaints email addresses simultaneously. I have now provided this proof in PDF format, via Live Chat, and via multiple official email channels.

The casino has everything they need in their hands. Please review these delivery receipts and demand that they finalize my verification and approve my €18,000 withdrawal immediately.

Thank you.

Dear Munya,

To leave absolutely zero room for the casino to use any more stalling tactics or claim they "haven't received the documents", I am uploading screenshots of the official email I just sent them today at 16:18.

As you can see, I have sent the high-quality physical photographs of my traditional HERON electricity bill directly to their Support, VIP, and Complaints email addresses simultaneously. I have now provided this proof in PDF format, via Live Chat, and via multiple official email channels.

The casino has everything they need in their hands. Please review these delivery receipts and demand that they finalize my verification and approve my €18,000 withdrawal immediately.

Thank you.

Dear Munya,

I am writing to you because things have reached an absolute breaking point. I have been waiting for my withdrawal since June 19th.

The casino's behavior is a textbook case of deliberate stalling:

1. On July 1st, I sent my documents. After many days of silence, they rejected my card, which I immediately resent and got approved.

2. Then, they rejected my proof of address, claiming I sent a mobile bill—which is a complete lie, as I never sent such a document. I have already uploaded the proof here to show you their false claims.

3. I immediately sent my official electricity bill (HERON) in PDF format to their email. Four days later, they pretended nothing happened.

4. Today, to leave them zero excuses, I took high-quality physical photographs of the printed bill. I uploaded them inside my casino account, sent them here to this complaint, and blasted them to three different official emails (Support, VIP, and Complaints) simultaneously at 16:18.

Despite all this, I still have no update. I am terrified that tomorrow they will invent another cheap excuse to reject this document too, or suddenly reject a previously approved document just to keep delaying the process. You can clearly see from all the evidence I keep posting that this is 100% intentional.

They completely ignore my emails, and their Live Chat agents only repeat scripted, copy-pasted lies to dismiss me. They are playing with our intelligence.

They are intentionally delaying this to break my patience, thinking I am an addicted player who will eventually gamble away my €18,000 winnings. Let me make this absolutely clear to them and to you: THIS WILL NEVER HAPPEN. I will not play a single euro. These winnings were obtained 100% legally, they are mine, and I am going to claim every single cent.

If this is not resolved immediately, I am prepared to take all necessary legal actions and escalate this official complaint to every international gambling authority to protect my rights and expose their unfair practices

Please, do not allow them to mock us any longer. Stop giving them endless extensions. I beg you to set a strict timeline—a final ultimatum—and force them to finalize my verification and release my €18,000 without further delay.

Thank you for your urgent assistance.

Dear Varvaraimd20,

Thank you for keeping me updated. I understand how frustrating this prolonged verification process must be, especially given the time that has elapsed since your withdrawal request.

Please rest assured that I am continuing to follow your case closely. I will ask the casino to review the latest documents and evidence you have submitted and provide a clear update on the status of your verification. I appreciate your patience, and I will continue doing my best to help bring this matter to a fair resolution.

Dear MrPunter Casino,

Thank you for your response.

The player has indicated that additional proof of address has since been submitted through multiple channels, including the account portal and your support email, and has also shared evidence suggesting that your support team acknowledged receipt of the document.

Could you please review the player's latest submissions and confirm whether the recently provided proof of address meets your verification requirements? If not, I kindly ask that you specify precisely what remains outstanding so that the player can address it without further unnecessary delays.

I appreciate your continued cooperation and look forward to your update.

Dear Munya 

Please look at the attached screenshots:

On July 13th at 23:37, I received an email from Flora (in Greek) stating: "We are currently reviewing it and you will be notified as soon as there is an update."

Just a few hours later, on July 14th at 00:45, the exact same agent (Flora) sent me another email (in English) saying: "We are sorry that we cannot inform you of this right now... Please allow us some time."

Yesterday they claimed they were actively reviewing it, and today they claim they have absolutely no information to give me. It is the exact same loop of copy-pasted lies, excuses, and endless delays.

It seems they respect neither me nor you as a mediator. It is deeply disappointing to see how they are ignoring both of us just to stall and buy time, and I will not tolerate this any longer.

How much longer are we supposed to tolerate this deliberate stalling and disrespectful behavior? I have been waiting for nearly a month. I will not accept being ignored and treated this way anymore.

If this matter is not resolved immediately, I will be forced to take this further and lodge a formal, official complaint directly with the casino's licensing authority. I am determined to protect my rights and claim my €18,000.

I have provided every single document in physical high-quality photos, yet they still refuse to finalize my verification or give me a straight answer.

Thank you for keeping the pressure 

 on them. They are clearly just wasting time.

Dear Munya,

I have another extremely important update. I just received an email from another support agent (Mikko).

As you can see in the attached screenshot, the casino has now officially admitted in writing that I have provided all the requested verification documents:

"We also appreciate that you have already provided all the requested verification documents."

They no longer have any excuses about missing or incorrect documents. They have officially acknowledged receipt of everything. Now they are simply stalling under the guise of "security and compliance checks."

Since they officially have every single document they requested, there is absolutely no reason for further delay. Please demand that they finalize these "checks" immediately and release my €18,000.

Thank you!

Varvaraimd20

Thank you for the update. We shall await the review of the documents as stated in the casino's message. I hope there are no anomalies this time.

Dear Munya,

I am contacting you because the situation has become completely unbearable, and I am begging you to take drastic action. I can no longer tolerate this mockery.

It has been an entire month since my withdrawal request (June 19th), and they are still holding my money. It has now been over 3 business days since I submitted the final requested address verification photo, and the casino has completely vanished—they are ignoring my emails and giving me zero updates.

Please, do not let them play with me like this anymore. I am begging for your immediate and substantial help to put an end to this groundless ordeal once and for all.

I want to inform you that I am currently preparing my official complaint to the Curaçao Gaming Authority. I have gathered every single piece of evidence, emails, and chat screenshots from this entire month , and I will submit it directly to their Licensing Authority. I will do whatever it takes, and I will never stop until I receive the €18,000 that I have legally and rightfully won.

Please, help me put an end to this ridiculous delay. I need your urgent intervention now.

Best regards,

Varvara

Dear Munya,

I wanted to provide an urgent update. I just spoke with their live chat support, and they told me that if I want to complain about the delay, I have to submit an internal complaint to their support email and wait another 10 calendar days for a response!

This is a clear and unacceptable stalling tactic to avoid paying me and to keep my €18,000 locked. They are completely ignoring the 3-business-day deadline they gave me for my address verification.

I am uploading the screenshot of this conversation as proof. I refuse to wait another 10 days for them to "review" a simple document they have had for a month.

Dear Munya

I have amazing news! Just 16 minutes before the 15:00 deadline I set for them, the casino finally sent me an email confirming that my account has been successfully verified!

Your presence and my pressure definitely made them move. I am now waiting to see if they will immediately approve and process my 3 pending withdrawals of €500 each. I will keep you updated the moment the money arrives. Thank you so much!

Dear Munya,

I have incredible news! The first €1,500 (all 3 pending withdrawals of €500 each) has successfully arrived in my account!

This is a huge victory and it only happened because of your help and the pressure we put on them. However, since my total winnings are €18,000, I still have €16,500 left to withdraw. I have just submitted my next 3 withdrawal requests of €500 each.

Please keep my complaint open until I am able to withdraw the remaining balance. Thank you so much for everything!

Varvaraimd20

Great news indeed! I applaud your resilience and cooperation. Your constant updates are valued. I really hope that the casino will facilitate your payments in a timely manner. Please, keep me informed.

Dear Varvaraimd20,

We are pleased to inform you that your previous pending withdrawals attempted on July 16 and July17, 2026, has been successfully processed, and the funds were dispatched from our end on July 18, 2026.

The funds may take between 3 and 5 business days to reflect in your account, however, this timeframe is contingent upon the payment method utilized and the standards of your bank.

Please be advised that at this moment, we do not observe any pending withdrawals or an active balance associated with your account. 

We trust that this information will assist in clarifying the matter for you.  

Our team extends its best wishes for your future endeavors. 

Warm regards, 

MrPunter Casino team.

Varvaraimd20

Based on recent developments, may I confirm whether we can mark the complaint as resolved? It is appropriate to do so after your confirmation, as you submitted the complaint. Marking this complaint as resolved does not mean you should hesitate to contact us if you experience any further issues with this or any other casino.

Dear Varvaraimd20,

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.

Based on the developments, it seems that the issue may already be resolved. However, since the complaint was submitted by the player, we believe it’s only right to mark it as resolved only after we receive their confirmation.

Without that confirmation, we’re closing the case as rejected for now.

If the player returns with an update or still needs assistance, they can reopen the complaint at any time — and we’ll be ready to help.