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"

Disappointing for everyone. This casino has been rated 8.1 security index?!?! Just look at my case and the lack of responses to my messages. Imagine what it must be like for the players...

Dear vladan4053,

We would like to draw your attention to the following point of the General Terms and Conditions, which you accepted when creating your account on our website:

9.1 The Website may only be used for personal entertainment purposes only. The following activities are strictly prohibited and will be considered a material breach of these General Terms and Conditions:

• using the Website for commercial purposes or in someone else’s name or interest;
• engaging in any fraudulent activities, including, without limitation, using any credit/debit cards or other payment methods or funds not belonging to you, cases were funds are recalled/disputed;
• colluding with other customers or third parties. This includes, without limitation, playing in the interest of others, sharing information, cooperating or coordinating with others;

9.3 We reserve the right from time to time to conduct a game play review/review the customer's betting activity to verify compliance with the Terms. If, upon such a review, it appears that the customer is participating in strategies, taking advantage of any software or system bug or failure, or participating in any form of activity that we, in our sole and complete discretion, deem to be abusive, we reserve the right to revoke the entitlement of such customer to any promotions awarded, to void any winnings obtained from the promotion, to prevent entitlement to other promotions or to close the customer account.

9.4 Should we arrive at a reasonable suspicion that you have engaged in a fraud, any illegal or improper activity, or have otherwise breached the Terms, we reserve the right to take any number of the following action, at our sole and absolute discretion, with or without notice:

• void any winnings obtained, cancel any pending withdrawals and confiscate the real money balance of 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. 

Kind Regards,

MrPunter Casino team.

I would like to ask MrPunter Casino to provide concrete evidence of the alleged violation of the Terms and Conditions.

Until now, you have only quoted general rules, but you have not explained what I supposedly did wrong. Please show the exact action, transaction, game activity, or behavior that you consider a breach of your rules.

I want to make it absolutely clear: I did not use any bonuses, promotions, or special offers. I played exclusively with my own real money. All funds on my account came from my own deposits.

What concerns me even more is the fact that your previous communication was completely different. You informed me that the withdrawal had already been processed and repeatedly told me that the money was sent, putting the responsibility on the payment provider/bank. Now, suddenly, you are claiming a Terms and Conditions violation. How can your explanation change so dramatically?

Most importantly: how can you justify confiscating my deposited funds? We are not talking only about winnings from bonuses or promotions — you have taken my own real money deposit. Please explain under which specific rule you have the right to confiscate funds that were not obtained through any bonus abuse or fraudulent activity.

I would also like to ask Casino Guru: what criteria are used when assigning safety ratings to casinos? How can a casino receive a high safety rating if it refuses to provide evidence, changes its explanation after a withdrawal issue, and confiscates a player's real money balance without a transparent investigation?

I expect a clear answer, supported by evidence, not just a copy-paste of general Terms and Conditions.

Dear MrPunter Casino,

Could you please specify the exact wrongdoing on the player’s side and provide any and all evidence related to this case?

Posting the allegedly breached terms is not sufficient without a proper investigation and evidence check.

Dear Igor, you can see from everything I have provided that this casino does not deserve a High Safety Rating. By giving them this rating, you are putting new players who trust the work of this forum at risk.

I have also contacted my Swiss bank insurance provider so that, if they do not return my money, the insurance company can do it on their behalf. I did the same thing when I had a problem with a Russian casino listed on this site. At that time, Mastercard blocked all payments from Swiss players to that casino, and I hope they will do the same with this casino if they refuse to pay me my money.

I have provided all the necessary evidence. First, they claimed that they had paid the money; then they started inventing some alleged violation of the rules, which confirms that their first statement contained incorrect information. As for the speed of their responses — or lack of responses — I would advise you, Igor, to try writing to them through their website yourself, and you will see their level of "professionalism"

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.

Dear Igor, I don’t think you should have to ask them three times to respond or keep giving them additional time.

This casino’s safety rating should already be reduced by half, and it should be marked as a HIGH-RISK CASINO.

Dear all,

Thank you for your patience and please accept our apologies for late reply to your request. Kindly be informed that this matter has been forwarded to our relevant department. As soon as we have more information, we will update you promptly.

Kind regards,

MrPunter Team

Dear MrPunter Casino,

Thank you for informing us that you are reviewing this case.

If there is anything the player or I can assist you with, please let us know.

Also, please let us know if there are any updates regarding this complaint.

Please note that the complaint timer should be respected. If responses continue to be provided only close to the deadline, we will shorten the response time.

Dear all,

Thank you for your patience and understanding and please accept our apologies for late reply. We just wanted to inform you that we have forwarded the matter to our relevant department and is currently being reviewed by them. We will update you as soon as we have more information.

Kind regards,

MrPunter Team

Omg..

Dear MrPunter Casino,

Please provide the specific conduct you allege breached your terms and the supporting account, payment, or gameplay records showing how that conduct justified confiscating the player’s real-money balance. General references to sections 9.1–9.4 and repeated confirmation that the case is under review are not sufficient to assess the complaint.

If no specific evidence is provided within the next timeframe, I will close this complaint as unresolved.

Dear vladan4053, dear Igor,

Thank you for your patience while we reviewed this matter with our relevant department.

We are writing to inform you that your account has been reopened in order to complete the necessary verification process. Please be assured that once this verification procedure is successfully finalized, your remaining account balance will be processed.

We would kindly ask of you to upload the requested documents via Verification tab on your profile. Should there be any issues or you need assistance, please do not hesitate to ask.

Kind regards,

MrPunter Team

Dear vladan4053,

According to the casino, your account was reopened in order to proceed with the verification.

Please let us know whether this information is correct. Also, do not hesitate to let us know once you complete the verification or if you face any issues during this process.