MrPunter Casino - Player’s withdrawal has been delayed.

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Dear Bence52,

Thank you very much for your update.

To help me better understand your case, could you please answer the following questions?

• Did you successfully withdraw funds from this casino before?
• Did you use any casino bonuses, or do you currently have any active bonus?
• Did you complete your KYC verification?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Dear Karla,

Thank you for looking into my case. Here are the answers to your questions:

1. Did you successfully withdraw funds from this casino before?

No, this is my first withdrawal request from this casino.

2. Did you use any casino bonuses, or do you currently have any active bonus?

I did use a bonus in the past, but I currently have no active bonus. My current balance is real money, not bonus funds.

3. Did you complete your KYC verification?

The casino has not requested any verification documents from me. I also asked about this directly via live chat, and the support agent confirmed that no verification documents are currently required from me.

Please let me know if you need any further information from me. I would really appreciate your help resolving this.

Thank you very much,

Bence52

Dear Bence52,

Thank you for your clarification.

Could you please provide a screenshot of your withdrawal history showing the pending 170,000 HUF withdrawal, including the date of the request and its current status?

You can attach the screenshot directly here or send it to karla.m@casino.guru.

Thank you very much for your cooperation.

Karla M.

Dear Karla, please find attached the screenshot of my withdrawal history showing the pending 170,000 HUF withdrawal, requested on 08/09/2026, currently marked as Under Review. Thank you."

Dear Bence52,

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, Lucia, (lucia.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

Dear Lucia,

Thank you for taking over my case. I just wanted to let you know that the casino (Mr Punter) has not replied to any of my emails for a long time now – I have sent multiple follow-up messages, including one reminding them that this complaint is now being reviewed by Casino.guru, but I have received no response from them at all.

Please let me know if you need anything further from me.

Thank you for your help,

Bence52

Hello Bence52,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

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.

Respectfully,

Lucia

Dear Lucia,

I need to inform you of an important update. Instead of responding to your request for clarification and evidence, the casino has just CANCELLED my pending withdrawal of 170,000 HUF.

I received an automated email stating that the withdrawal request was cancelled, with only a generic explanation that it "may be due to a technical issue with the payment provider." No specific reason was given, and this happened right after you requested their presence and evidence in this conversation.

I have NOT cancelled this withdrawal myself. I can confirm that the 170,000 HUF has been returned to my casino account balance, so the funds are not lost, but I still have not received my winnings and now have to submit the withdrawal request again.

I am attaching a screenshot of the cancellation email as evidence.

Could you please ask the casino to explain:

1. Why was my withdrawal cancelled without any prior notice to me?

2. What is the actual, specific reason for this cancellation?

3. Will I now be able to successfully withdraw the funds if I submit a new request, or is there an underlying issue (e.g. verification) that needs to be resolved first?

The timing feels very suspicious to me, especially since this happened right after you requested evidence from them. I would appreciate your help addressing this.

Thank you,

Bence52

Dear Bence52,

Thank you for bringing this to our attention.

Please be informed that we are currently checking the details of this cancellation with the relevant team to determine the exact cause. We will update you here with more information as soon as our investigation is complete.

Best regards,

MrPunter Casino Team

Dear Bence52,

Please be advised that following an investigation with our payment team, we can confirm that the cancellation of your withdrawal request was not initiated on our end.

In some cases, transactions can be rejected or returned by the payment provider's system due to temporary technical issues.

We kindly ask you to submit a new withdrawal request so that our payments team can process it for you.

Best regards,

MrPunter Casino Team

Dear Lucia,

Following the casino's response, I have submitted a new withdrawal request for the 170,000 HUF, as they advised.

However, I would like to ask the casino to confirm one thing clearly, in writing: is KYC verification required for this withdrawal to be successfully processed? I previously asked about this via live chat and was told no documents were needed, but given that my first withdrawal attempt was unexpectedly cancelled, I want to make sure there isn't an unresolved verification issue on my account that could cause this to happen again.

Could you please ask the casino for a clear yes/no answer on this, and if yes, exactly which documents they need from me?

Thank you for your continued help,

Bence52

Dear MrPunter Casino Team,

thank you for the update.

Could you please respond to the player’s inquiry above and clarify whether KYC verification is required for the current withdrawal?

If verification is required, please also specify which documents the player needs to provide so the withdrawal can proceed.

Thank you in advance for your clarification.

Dear Lucia,

I'm happy to let you know that I have successfully received my withdrawal of 170,000 HUF. The issue has now been fully resolved.

Thank you very much for your help and for following up with the casino on my behalf – I really appreciate it.

Best regards,

Bence52

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Bence52,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Lucia