The player from Greece had submitted a withdrawal request less than two weeks before contacting us. Winnings had not been obtained up to that day. The player reported delays in receiving a withdrawal of 370 euros and expressed frustration over unresponsive customer service. The issue was resolved, and the player confirmed that the withdrawals were eventually processed. We marked the complaint as resolved in our system.
MrPunter Casino - Withdrawal of player's winnings has been delayed.
Resolved
Our verdict
Case closed
Amount: €715
MrPunter Casino
Safety Index:HighCase summary
Discussion
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8 months ago
Translation
Dear Casino Guru Team,
Good evening. I am contacting you to file a formal complaint regarding the online casino Mr Punter Casino, due to a delay in processing my withdrawals and a lack of clear communication on their part.
Specifically:
On June 10, 2025, I submitted a withdrawal request for 215 euros.
On June 11, 2025, I submitted a second withdrawal of 130 euros.
According to the casino's policy, withdrawals are supposed to be processed within 3 business days. However:
Three business days have already passed since the withdrawal of 215 euros without any information or action from their side.
The second withdrawal (130 euros) does not seem to have even started yet, even though two business days have already passed. Also, they give answers about clearly adhering to the time frames but it does not seem that they adhere to them and that is why there is this doubt.
I would like to emphasize that this is not the first instance of a delay from this casino — there have been similar experiences from other users in the past. I have not yet been asked for identification, and I am fully available to provide whatever is needed.
I respect your team, I trust them, and I believe that with your help we can resolve this matter fairly. I apologize if I am communicating prematurely regarding the second request, but the signs so far concern me and do not leave me room to feel safe.
I have all the necessary evidence (screenshots, receipts, email communications), and I am available to send them if needed.
I would appreciate your support and intervention to find a solution.
Automatic translation:
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8 months ago
Dear Hackyp,
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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
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8 months ago
Translation
Good evening, the withdrawal of 215 euros was made, although late. Now I am waiting for the other withdrawal of 130 euros.
Automatic translation:
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8 months ago
Translation
Good evening, these withdrawals were made normally, however, I made a withdrawal of 370 euros on 15/6 and it has not been made yet, while in the live chat they do not respond clearly to messages and they do not respond to emails again...
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7 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Hackyp,
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,
Dominika
