MrPunter Casino - Player's withdrawal has been cancelled and account blocked.

I am submitting this complaint regarding my experience with Mr. Panther Casino, a casino that currently enjoys a positive reputation and rating on Casino Guru.

As a player from Switzerland, I decided to test the casino specifically because of the strong review and reputation presented on Casino Guru. I registered an account, completed a deposit using my own funds, and played exclusively with real money. I did not claim or use any bonus, promotion, or special offer that could potentially create disputes regarding wagering requirements or bonus terms.

After finishing my gameplay, I submitted a withdrawal request. Instead of receiving my funds within a reasonable timeframe, I waited approximately two weeks without any meaningful update. Eventually, I received an email informing me that my withdrawal had been cancelled.

Since then, the situation has become even more concerning. I am no longer able to access my account, my emails remain unanswered, and every attempt to obtain assistance has failed. The customer support available on the casino website has been completely ineffective and unable to provide any useful information regarding my funds or account status.

At this point, I am left with no explanation regarding:

* Why my withdrawal was cancelled.

* Why I can no longer access my account.

* Why my communications are being ignored.

* When, or if, I will receive my money.

What makes this situation particularly disappointing is that I chose Mr. Panther Casino largely because of the confidence created by its favorable Casino Guru review. Players rely on independent review platforms to identify trustworthy operators. When a casino with a strong reputation behaves in this manner, it raises serious concerns about whether the published rating accurately reflects the actual player experience.

I respectfully request that Casino Guru investigate this matter and contact Mr. Panther Casino on my behalf. I also hope that this case will be taken seriously, as unresolved situations involving cancelled withdrawals, blocked account access, and complete lack of communication directly affect player trust in both the casino and the review systems that recommend it.

I am prepared to provide deposit confirmations, withdrawal records, email correspondence, and any additional evidence necessary to support my complaint.

Thank you for your attention to this matter.

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Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Have you received any explanation from the casino as to why your account was blocked?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Hello,

I only played for a short period of time and tried various games, including Immersive Roulette. My main intention was to test the casino because I saw that it had a very good safety rating on Casino Guru.

I played with real money and deposited 200 CHF using my Mastercard. My account was fully verified.

After some play, I accumulated a balance of approximately 340 CHF and requested a withdrawal. The withdrawal was cancelled, and shortly afterwards my account was closed.

I contacted the casino's support team by email several times and asked for a specific explanation regarding both the account closure and my funds. However, I only received the same copy-paste response stating that the account had been closed by a management decision. No specific reason was provided, no violation of the Terms and Conditions was mentioned, and no explanation was given regarding my remaining balance or when my funds would be paid out.

At this moment, I am still waiting for my money. I played with my own funds, my account was verified, and to the best of my knowledge I did not violate any rules. Despite my repeated attempts to obtain clarification, I have received no meaningful explanation from the casino.

Thank you for your assistance. I appreciate any help you can provide in resolving this matter.

Best regards,

[Redacted]

I am receiving CONTRADICTORY answers.

Via email, they informed me that the withdrawal has been COMPLETED on their side and that the matter is now up to my bank.

I contacted my Swiss bank, and they confirmed that no payment has been received. They also advised me that, within 5 days, I can fill out a claim form so that my insurance can reimburse me for the non-delivery of a "product" paid for with Mastercard.

For this reason, I contacted the live chat support of MrPunter Casino in order to collect evidence, and the answer I received was COMPLETELY CONTRADICTORY: "We are working on it 24/7 to ensure the withdrawal is completed."

In other words, this IS A WARNING SIGN! I am also somewhat disappointed with the Casino Guru forum, which I highly respect, but giving LEGITIMACY to casinos like this is DANGEROUS for us players.

This casino’s rating should be reduced immediately!

Dear Player,

Could you please confirm whether you currently still have access to your casino account?

Additionally, could you please provide a bank statement showing that the withdrawal has not been received?

You can send the information to my email at attila.g@casino.guru.

Best regards,

Attila

The payment has not been made. Even they confirm this in their latest messages and say it will happen soon. However, I am not receiving email messages from them, and I also cannot log in, since they have disabled my account.

I still have not received any email.

Access to the website has been disabled.

A bad experience with this casino.

I will also contact my Swiss bank; I have insurance for situations like this if my funds are not paid out within the next 3 days.

On what basis does this casino have a safety rating of 8.1?!

* Live chat does not provide any help

* Email customer support does not respond either

* Withdrawals take a long time

This requires lowering the rating so that people like me, who value the work of your forum, do not accidentally fall for it and end up playing on this platform, Mrpunter.

I will do what is within my power to enable Mastercard deposits from Switzerland to this casino.

Dear Player,

Thank you for your update.

Unfortunately, I have not yet received the bank statement I requested showing that the withdrawal has not been credited to your account.

Additionally, you mentioned that you were considering contacting your bank. Could you please confirm whether you have already initiated a chargeback with your bank or card issuer regarding this transaction?

I look forward to your reply.

Best regards,

Attila

Today I received a message from MrPunter saying that my ACCOUNT IS BEING CLOSED and my funds are being confiscated under their rule 9.1.

This is absurd. Fifteen days ago, in their second-to-last message, they claimed that they had PAID OUT the money, and now they are informing me that, BY DECISION UNDER RULE 9.1, they are retaining my funds.

Attached are screenshots of the last two emails. This is CONTRADICTORY and a clear case of lying... First you can see that 15 days ago they wrote that the money had been paid out, and now you can see that the money was actually not paid out but instead was seized!

You gave this casino a high safety rating, which is why I decided to test it, and this is legalized robbery.

Fortunately, I only made a deposit of 200 CHF to test them, and I did not deposit several thousand. This shows what can happen when a casino is given a high rating.

I'm very sorry but you haven't answered any of my previous questions. Please check my first reply and try to assist. All the details I asked for are essential if we wish to proceed with your case and assist you further. Thank you in advance.

I sent you an email with the bank statement.

Hello vladan4053,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Nothing has changed. There has been no response from the casino and no payment has been made. Everything is the same as it was at the beginning

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, Igor (igor.p@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,

Attila

Dear vladan4053,

My name is Igor and I will be assisting you with this case as well.

I am sorry to hear about your problem with the MrPunter Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a MrPunter Casino representative to join this conversation and participate in resolving this complaint.

Dear MrPunter Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

Thank you, Igor, for trying to help.

As you can see from the evidence I provided above, MrPunter Casino first delayed my withdrawal, then claimed that the payment had already been sent and shifted the responsibility to my bank. After I contacted my bank and provided the necessary information, they suddenly came back with a completely different excuse: I received an email stating that my account was being closed due to an alleged violation of their rules.

This is clearly just a tactic to buy time and an attempt to justify what appears to be an unfair confiscation of my funds. The contradictions in their statements are obvious. First, they claim the payment was completed and blame the bank; later, they claim there was a rule violation and use that as a reason to close my account.

Their explanations are inconsistent, and the timeline of events strongly suggests an attempt to avoid paying my legitimate winnings.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

This situation speaks for itself. If the casino is not responding even when contacted by Casino Guru, it raises serious concerns about how they treat their players directly. We can only imagine how difficult communication must be for ordinary customers.

Hopefully, this is just a misunderstanding, and Mr. Panther Casino will prove us wrong by responding, resolving this case, and paying the outstanding funds. We sincerely hope they will take this opportunity to clear their ,,name"