The player from Germany faced issues with the casino as three withdrawal requests of €500 each remained unprocessed after over three days, despite the terms stating a 1-3 day processing time. He was unable to make further withdrawals due to outstanding requests and had received no response to his email regarding account verification. After escalating the complaint, the casino confirmed that all five payments had been successfully processed after three weeks, and the player subsequently closed his account. The complaint was marked as resolved by the Complaints Team.
MrPunter Casino - Player's withdrawals are delayed.
Resolved
Our verdict
Case closed
Amount: €3,900
MrPunter Casino
Safety Index:HighCase summary
Discussion
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11 months ago
Translation
Good day,
The casino refuses to process my withdrawals.
In the live chat, I receive the same copied answer from the employee every day.
The casino's terms and conditions state that withdrawals are processed within 1-3 days.
After more than 3 days my payout has still not been processed.
I currently have 3x €500 outstanding withdrawals and a balance of €1200.
However, I can no longer withdraw because only 3 outstanding withdrawals are possible.
There has also been no response to my email regarding account verification since March 26th.
Casino ticket number: 26357134
As I read on a review portal, many players complain that this casino does not pay out their winnings and that some players have been waiting for 4-8 weeks.
I therefore urgently request your help so that the casino finally pays out my winnings.
It's all real money and I played without a bonus.
I have attached evidence.
Automatic translation:
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11 months ago
Dear mauriisreal,
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 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.
- Could you please specify when you requested the 3 withdrawals?
- Could you please explain which questions regarding the KYC the casino didn't respond to?
- Were you asked to submit any documents for verification?
Thank you in advance for your patience and understanding.
Best regards,
Tomas
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11 months ago
TranslationGood day,
1st payout request: March 25, 2025
2nd payment request: March 26, 2025
3.Payment request: 27.03.2025
My player account also has a balance of 1400€
My player account says that no verification is necessary.
However, as a precaution, I had already submitted documents so that my payout would be processed more quickly.
I have added evidence.
I had already emailed the casino several times without receiving a response.
Casino Email Ticket Number:
26357134 , 26440784 , 26540810
Please help me to receive my winnings.
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11 months ago
I fully understand your frustration, mauriisreal. However, I will set the timer for an additional xx days to allow the casino two full weeks to process the payment. If there’s no development by Tuesday, April 8th, we will intervene. Let’s stay positive and hope for some good news regarding your withdrawal. Thank you in advance for your patience.
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11 months ago
TranslationI still haven't received my winnings.
The casino employees in the live chat have been constantly telling me to be "patient" for over 9 days.
But the winnings are simply not paid out.
I would therefore like to ask you to add the person responsible for the casino here. The casino manager should comment on the matter and give a reason why the winnings have not been paid out for almost 14 days.
So that I can finally receive my winnings.
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11 months ago
TranslationHi
There is an update, the casino now owes me a total of 3900€
3x 500€ are open for payout
+ 2400€ credit
Therefore, I urge you to bring a casino representative into this conversation.
Otherwise I would probably have to wait several months for my winnings.
The casino simply hasn't processed the outstanding withdrawals for almost 2 weeks.
The 14-day deadline would actually be over in a few days.
I have added a proof.
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11 months ago
Thank you very much, mauriisreal, for providing the necessary information. I will now transfer your complaint to my colleague Romi (romana.r@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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11 months ago
Dear mauriisreal,
I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.
I would like to invite the MrPunter Casino's representatives to join this discussion and provide any available information to help resolve this issue.
Dear MrPunter Casino,
Could you please provide detailed information about this case?
Thank you in advance for your response.
Best regards,
Romi
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11 months ago
Hi,
After checking the player account, we can see that all 5 payments have been successfully processed on the account last week.
There are no other pending withdrawals at the moment.
Kindest Regards,
MrPunter Team
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11 months ago
TranslationGood day,
The payouts were finally paid out after 3 weeks.
I also had my player account closed at the casino.
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11 months ago
Hello all.
Thank you for your cooperation on this case.
Thank you, mauriisreal, for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.
Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.
As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Romi
Casino.Guru
