Puntit Casino - Player believes that their withdrawal has been delayed.

Hello Casino Guru,,

I played in Puntit casino with 200% bonus and also completed wagering...and also I completed wagering but still my withdrawal was not credited

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Dear Vali1963,

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

And also I completed my kyc ...When I submitted my withdrawal request they ask kyc details then I submitted my kyc details and also successfully verified after that I submitted my withdrawal request on 26th june but still it doesn't credited

Dear Vali1963,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

No,,Still I didn't receive my withdrawal...Again saying that we are working on your request...

Dear Vali1963, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Karla

I didn't submit or place any withdrawals before ...This is my first withdrawal

Yes, I completed my kyc

I played with active bonus and not violate any rules and played with max bet

I played only live casino and slot games

Dear Vali1963,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Barbora, (barbora.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Hello Vali1963,

I’m sorry to hear about the difficulties you’ve been experiencing.

My name is Barbora, and I’ll be handling your complaint from this point onward.

As a first step, I’ll reach out to a casino representative outside of this thread, since we currently don’t have a direct contact for them. In the meantime, please keep me updated if there are any new developments.

Best regards,

Barbora

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Vali1963,

I wanted to provide you with a quick update. I have received a response to my outreach, and I have been informed that the matter has been passed on for review. I will extend the timer to allow some additional time for a detailed response.

I'll keep you informed as soon as I receive any new information.

Thank you for your patience.

Dear Vali1963,

Unfortunately, despite my further attempts to obtain an update from the casino, I have not received any response from their side. Without their cooperation, there is little that can be achieved at this stage, so I will now mark the complaint as unresolved in our system.

I understand this is not a satisfactory solution to your issue. However, unresolved complaints negatively affect the casino’s rating on our website, which may encourage them to change their approach. If the casino decides to respond at any point, we will reopen the complaint and notify you by email.

I would also recommend contacting the Curaçao Gaming Control Board Licensing Authority and submitting a complaint through their official email at complaints@cga.cw. While the authority states that it is not able to mediate complaints between players and operators, it is still worth contacting them, as complaints may help them identify issues requiring regulatory attention or increased oversight.

Please make sure to include the name of the casino’s operator in your complaint, as missing this information may result in the complaint being considered inapplicable.

You can find more information on how to properly submit a complaint to the regulator in our guide: https://casino.guru/submitting-complaints-to-regulators

If you need any help with submitting the complaint, or if you receive a response from the regulator, please feel free to contact me at barbora.p@casino.guru.

Best regards,

Barbora

Casino Guru