MrPunter Casino - Player's withdrawal request is delayed.

Withdrawal request has made zero progress in the 3 working day timeframe. Anytime you connect to live support or support through email, you get the same 3 answers: they are working on it, doing their best, occasional delays, with no real answer to what they’re actually reviewing or when you will actually receive the funds. This is the same exact script given by Magius, Fatpirate, etc. They are all run by the same company. I will be shocked if I ever actually receive my withdrawals. This company is a joke.

Dear Ellezedd,

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 the 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 has been checked, and the casino has approved your withdrawal, but you still haven't received your winnings within 14 days of requesting the withdrawal, please let us know. We will intervene and try to assist you.

Thank you in advance for your patience and understanding.

Best regards,

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

No progress has been made in 4 business days. No change in status, no request for verification documents. Nothing. If the company advertises that you will receive a withdrawal in 1-3 days, then that’s just a flat-out lie. I cannot upload any verification documentation on my own because under that section of my account it says, "no verification needed, keeping playing". I believe the company does this so you will just cancel your withdrawal and lose the money instead. I genuinely don’t think I’ll ever see that money.

I have also contacted support and asked specifically where in the withdrawal process the transactions are and I received no answer and a vague response… again.

proof that nothing has happened since the date of the initial withdrawal request 🙂

Still no progress, no request for verification, no email response since May 29 for the first withdrawal request.

Thank you for your update and for providing the additional details. I understand how frustrating it can be when a withdrawal seems to stall without clear updates.

Regarding your question, the 14-day period we recommend waiting to see the full withdrawal process through is calculated from the day the withdrawal was initially requested. From the timeline you shared, it appears this timeframe may not yet be fully completed. Sometimes, the processing can take longer due to internal reviews, security checks, or higher-than-usual withdrawal volumes.

If your account does not require further verification (as your account section indicates), it’s possible the delay is caused by factors on the casino’s side. While we cannot directly expedite the process, we advise continuing to follow up with the casino’s support, and if no resolution occurs within the full 14 days, please notify us immediately. At that point, we will intervene on your behalf to help resolve the situation.

We understand this experience is disappointing, and we appreciate your patience and cooperation while this matter is being addressed.

Dear Ellezedd,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.