The player from Germany is facing issues with the withdrawal process at MrPunter, receiving vague responses from customer support despite multiple inquiries. He expresses concerns regarding the transparency of his case and doubts that his withdrawal will be processed promptly. He requests an investigation into the status of his payout.
MrPunter Casino - Player's withdrawal is delayed and lacks clarity.
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MrPunter Casino
Safety Index 8.1 HighCase summary
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18 hours 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.
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4 hours 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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4 hours 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
