MrPunter Casino - Pelaajan kotiutus on viivästynyt.

I have been asking for withdrawals of amounts equal to €500 for months because it is the maximum amount that a player can withdraw at the beginning, the next one was €1500 but I can't withdraw anything.

Or they put the money back into my account

Or they cancel my withdrawal

The account has been successfully verified and I made a withdrawal of €100 some time ago but I think MR Punter doesn't want to pay this time

Sono da mesi che chiedo il prelievo di cifre pari a 500€ poiché è la massima cifra che un giocatore possa prelevare all’inizio , la vicina è stata di 1500€ ma non riesco a prelevare nulla .

O mi rimettono i soldi sul conto

O mi annullano il prelievo

l account è stato verificato con successo e tempo fa ho fatto un prelievo di 100€ ma mi sa che questa volta MR Punter non voglia pagare

Dear ernestopassaro000,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.  

• Could you please advise when exactly you made the last successful withdrawal and how many days it took to be processed? 
• Which payment method to withdraw your winnings have you opted for? Was it the same one you used before? 
• Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread. 

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. 

Best regards, 

Katarina

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

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

Stay cautious and contact us directly if you have any doubts.

So on 03/03/2025 I managed to withdraw €100

I have always used the same payment method, only now the last time I changed to bank transfer and to Revolut bank transfer (2 withdrawals)

Allora il 03/03/2025 sono riuscito a prelevare 100€

ho sempre usato lo stesso metodo di pagamento, solo ora l ultima volta ho cambiato con bank trasfer e con il bonifico Revolut ( 2 prelievi )

The last few times I changed my method thinking it was my problem, but apparently not.

Le ultime volte ho cambiato metodo pensando fosse un mio problema , ma a quanto pare no

Dear ernestopassaro000,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Looking forward to your reply.

Katarina

Hi, unfortunately the chats are automatically deleted from the program and are no longer displayed, and sometimes you can't even open a new conversation.

Ciao purtroppo le chat vanno cancellate automaticamente dal programma e non vengono più visualizzate, e a volte neanche riesci ad aprire una nuova conversazione

Please let me close this matter by getting them to give me my money because this is an absurd thing, I hope you can do it

Vi prego di farmi chiudere questa faccenda facendo sì che mi diano i miei soldi perché è una cosa assurda , spero voi ci riusciate

Once again they refused my withdrawal, and it was deposited into the account again.

Ancora una volta mi hanno rifiutato il prelievo , ed è stato depositato sul conto nuovamente .

Thank you very much, ernestopassaro000, for your cooperation. I will now transfer your complaint to my colleague Jana (jana.k@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.

Will I be contacted by her?

Verrò contattata da lei ?

Dear ernestopassaro000,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite MrPunter Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Agree

D’accordo

Novelty ?

Novità ?

Dear ernestopassaro000,

Thank you for being so patient with us! We really appreciate it.

We are glad to confirm that your withdrawal has been processed, and the money has been sent from our side on June 17th, 2025.

The funds can take 3 - 5 working days to appear in your account, however, this is subject to the payment method used and your bank standards.

Our team wishes you all the best for your future activities!

Best regards,

MrPunter team

Let's hope it's as she says, always the same messages but the facts are completely different

Speriamo che è come dica lei , sempre i soliti messaggi ma i fatti sono assolutamente altri

Dear ernestopassaro000,

please keep us informed when you will receive your funds.

Agree

D’accordo

I only received one payment and I'm waiting for the other one which is equivalent to the sum of €500

mi è arrivato un solo pagamento e sto aspettando l’altro che equivale alla cifra di 500€

Dear ernestopassaro000,

thank you for the update. Please keep us informed when you receive more funds from the casino.

Agree

D’accordo

Once again the withdrawal was refused, I tried again to withdraw €500

Ancora una volta il prelievo è stato rifiutato , ho ritentato di nuovo di effettuare il prelievo di 500€

Dear MrPunter Casino representative,

what causes the delays in player´s withdrawal?

Dear ernestopassaro000,

Thank you for informing us. We apologize for the inconvenience.

Your withdrawal has been scheduled for today. Please, let us know when you receive it.

Your patience, understanding and co-operation in this situation are truly appreciated!

Best regards,

MrPunter team

Dear ernestopassaro000,

please keep us informed when you receive your funds.

once again withdrawal cancelled, I re-did the request for the umpteenth time

ancora un volta prelievo annullato , ho rifatto per l ennesima volta la richiesta

Dear ernestopassaro000,

We sincerely apologies for your experience and the inconvenience. The matter has been forwarded to the relevant department, and we are awaiting their update.

Best regards,

MrPunter team

I hope as soon as possible

spero al più presto

Once again withdrawal cancelled

Ancora una volta prelievo annullato

Last withdrawal cancelled on the 25th, I can't understand, it seems like it was all done on purpose... impressive

Ultimo prelievo annullato giorno 25 c’è non riesco a capire sembra tutto fatto apposta ….. impressionante

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear ernestopassaro000,

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,

Jana