The player from Germany faced issues with the withdrawal process at MrPunter, receiving vague responses from customer support despite multiple inquiries. He expressed concerns regarding the transparency of his case and doubted that his withdrawal would be processed promptly. He requested an investigation into the status of his payout. The complaint was resolved after the player confirmed that the issue had been addressed and the withdrawal process was completed. The resolution was acknowledged, and the complaint was marked as resolved in the system.
MrPunter Casino - Player's withdrawal is delayed and lacks clarity.
Resolved
Our verdict
Case closed
Amount: €500
MrPunter Casino
Safety Index 8.1 HighCase summary
Discussion
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3 weeks ago
Translation
I would like to file a complaint regarding the processing of my withdrawal at MrPunter.
I requested a withdrawal and contacted live chat several times to inquire about the current processing status. However, I received no concrete status information throughout the entire communication process.
The support team has repeatedly confirmed to me in writing that:
Everything is fine with my payout,
The finance department reviewed my case
my case was given the highest priority,
and payouts would be processed within approximately three working days in accordance with the terms and conditions.
Despite these assurances, I received only generic, standard answers to my specific questions – whether the payment had already been released, whether it had been transmitted to the payment provider, or why it was delayed. None of my questions were answered directly.
Instead of a comprehensible explanation, I was repeatedly asked simply to be patient. In the end, the conversation even ended with the statement that all relevant information had already been provided, although my questions remained unanswered.
This communication gave me the impression that my case was not being handled transparently. Although I was repeatedly assured that "everything was fine," I received no verifiable information about the actual processing status of my payment.
For this reason, I now have serious doubts that my withdrawal will be processed promptly, or at all. I therefore request that CasinoGuru investigate the matter and ask the operator to provide a concrete statement regarding the status of my withdrawal and to comply with their own statements and the processing times stated in the terms and conditions.
Automatic translation:
Public
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3 weeks ago
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.
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3 weeks ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
- Could you please specify how many days ago was your withdrawal requested?
- Was your account, including the payment method, successfully verified?
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, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.
Looking forward to hearing from you.
Thank you in advance.
Best regards,
Attila
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3 weeks ago
TranslationHello Attila,
Thank you very much for your feedback and support.
I requested my payment of €500 on [ 01.07.2026].
To date, the casino has not requested any KYC verification or identity documents from me. My account has not been asked to be verified.
The status of my payout is still "Processing", and the money has not yet arrived in my bank account.
I have contacted customer support several times already. Unfortunately, I haven't received any concrete information about why the payment is delayed or when it will be processed. I was simply told to wait.
I would be very grateful if you could assist me in clarifying this matter. Should you require further information or screenshots, I will of course be happy to provide them.
Thank you so much for your help.
Best regards
Automatic translation:
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2 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear NiRo21,
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,
Attila
