The player from Portugal faced a significant delay in the withdrawal process, which was promised to take 3 working days but had now extended to 10 days. He requested his money. The Complaints Team communicated that typical withdrawal delays could occur due to KYC verification or high withdrawal volumes. However, due to a lack of response from the player, the complaint was currently closed, with the option for the player to reopen it in the future if desired.
MrPunter Casino - Player’s withdrawal is delayed.
Closed
Our verdict
Player stopped responding
Amount: €350
MrPunter Casino
Safety Index:HighCase summary
Discussion
Public
Public
10 months ago
Translation
They say it takes 3 working days to process the withdrawal! I'm now on working day 6 (10 days) and everything is still the same, with the finance team checking the withdrawal. I want my money!
Automatic translation:
Public
Public
10 months ago
Dear j2162178656,
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, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Natalia
Public
Public
9 months ago
Dear j2162178656,
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.
Public
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9 months ago
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,
Natalia
Casino.Guru
