MrPunter Casino - Player's withdrawal is delayed.

Dear Sir or Madam,

I am writing to formally file a complaint regarding a delayed withdrawal on mrpunter.com.

On February 5, 2026, I won €1000 in your casino and submitted a withdrawal request on the same day. According to your stated terms, withdrawals are processed within three working days. However, as of today, February 28, 2026, the withdrawal has still not been completed.

I have contacted customer support multiple times and have only received promises that the issue would be resolved soon. Unfortunately, no concrete action has been taken, and I have not received my funds.

This delay is unacceptable and does not comply with the timeframes specified in your own terms and conditions. I expect my €1000 to be processed and transferred to me immediately.

Please treat this matter as urgent. I look forward to your prompt response and confirmation of payment.

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.

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.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with or without an active bonus?

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.

Best regards,

Attila

Yes, there used to be successful withdrawals without delay. The KYC procedure has not been requested, and it is impossible to complete the procedure without requesting the platform itself. No bonuses were involved

Dear Player,

Thank you for your reply. Could you please attach a screenshot of your pending withdrawal?

Additionally, could you let us know how long did your last successful withdrawal took to be processed? Which payment method did you choose to withdraw your winnings? Was it the same one you used previously?

Thank you for your patience and cooperation.

Dear iremm,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru